Live Order
What are the most common scenarios?
1. Status Inquiries
2. Cancellation Request
What are the categories under this issue?
1. Quality Issues
2. Missing or Incorrect Items
3. Never Delivered Order
4. Why was my order cancelled?
5. HSL Inquiries
What's HSL stands for?
1. Health
2. Safety
3. Legal
How much time can take a refund?
1. Up to 7 business days
How can we cancel a DashPass?
1. Going to the DashPass feature, and cancelling it
Where can we gather more details about the order?
1. Timeline
2. MapViz
3. ETA Details
What do we need to confirm on a Never Delivered order?
1. Cx Address
2. Dx verification pictures
3. Cx special delivery instructions
1. Whenever the Cx reported eating an unsafe meal, or something causing an allergy
What are the three kind of compensation that we offer?
1. Credit
2. Refund
3. Redelivery
What are the DashPass perks?
1. Free delivery fee
2. Lower service fee
3. Special promos
4. 5% cash-back in every pick up order
6. Family & Corporate Plans
What's a reason to cancel, and refund the Cx 100%?
1. Order cancelled before 5 minutes
2. The Mx is closed, and we confirmed it
3. The Dx had an incident during delivery
4. Order not confirmed by Mx mainly
5. Mx or Dx unable to fulfill the order
What can be considered as a quality issue?
1. Cold meal or melted
2. Safety issue due raw meal, ro allergenic
3. Poorly packaged, or poorly handled
What's a safety issue?
1. Whenever the Cx, Dx or Mx put in danger each other, between them, or an Ux user
Where can we check details about the payments, and billing from the Cx?
1. Paying Console
Where do we need to escalate Sponsored DashPass inquiries?
1. Payment Pod
What's the colateral impact of a late order?
1. Quality Issue - Cold meal, melted items, etc.
2. A delay in more than one order when the Dx has been batched
3. The Cx may dispute a refund, or compensation with us accordingly
What's conceived as missing or incorrect items?
1. Missing an item from the order
2. Missing condiments, and sauces
3. Missing side items
4. An incorrect item received
5. Incorrect size
When can we send the cases to legal?
1. Only when we have a law enforcement representative
Where do we escalate payment issue?
1. Payment Pod
Where can we offer ion the upsell?
1. $10 credits
2. One month free trial
What are the best practices when handling a live order?
1. Making sure about the status of the order
2. Check if the order is delay
3. Offer the cancellation, or acomodate the Cx if possible
4. Make an OB as needed to gather more information from the order
5. Inform the Cx about the status, and offer a resolution in regards of the order
What's the workflow that we need to run whenever we're having a complete missing or incorrect order?
Never Delivered Entire Order
Do we have a way to report a Dx, Cx or Mx?
1. Dx, Mx, Cx report
2. Escalating to HSL
What's the difference between a reversal, and a refund?
1. Reversal: It's done in the first three hours after paid. It might take less. We're gonna find a discrepancy between the original amount, and the final amount charged.
2. Refund. It can take up to 7 business days. There's a refund tag at the Paying Console.
What are the plans, and their prices?
1. Anual for $96
2. Monthly for $9.99
3. Student for $4.99
4. Anual Student for $48
5. The rest don't have any special price