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Delivery order had the wrong address listed and the guest needs to cancel the order to place it again for the correct address.
What is Delivery → Order Cancellation → Address Change
This is because the end result was that an order had to be cancelled, and the reasoning was due to needing the address to be changed.
With this data, we can view how often this occurs and see if this needs to be a feature addition.
A customer calls because they forgot their credentials and can’t log into their Owner Dashboard.
Dashboard → Dashboard Account → Password Reset Request
A customer asks if their website is live because they’re not seeing it in search. They ask you to place a test order so they can be reassured.
Website → Website Status Check
A guest calls because they don’t want to receive SMS marketing anymore.
Marketing → Unsubscribe Request
A customer says their tablet won’t turn on even after charging overnight. After unsuccessfully troubleshooting, you let the customer know you will reach out to the Logistics team for a new device.
Hardware → Tablet → Power Issue
While you may think the case reason should be “New Tablet Request”, that is only meant for when a customer wants an additional tablet (or their first tablet). Hardware swaps due to recurring issues / non-solveable issues should be listed under the issue type. The fact that it caused a replacement will be evident in case notes.
Customer says a guest placed an order and was charged $50, but they didn’t receive an order confirmation. You check in the Dashboard and can’t find an order. You check in Stripe and find that the charge was declined due to insufficient balance.
What is Checkout → Payment Issue → Credit Card Issue
This is because you are investigating a particular charge that is order checkout related, and the card was declined.
A customer wants to stop receiving emails about new job applications.
Dashboard → Dashboard Account → Notifications
Customer is asking what taxes and fees include, and what exactly we charge to their guests. You educate them on the full order breakdown.
Checkout → Taxes/Fees
Attribute = Training
A guest wants to cancel their pick-up order because the restaurant is closed. You check their Google business hours and see they are indeed supposed to be open at this time. You inform the customer that they need to contact the restaurant to request a refund and provide them with their number.
Pickup → Pickup Issue → Restaurant Closed
If you did refund the order according to the policy, it would be Pickup → Order Cancellation → Guest Cancellation
A customer says their menu updates aren't showing on the Owner website. You find that the customer is integrated with Clover and troubleshoot accordingly.
Integration → Clover → Menu Sync Issue
A guest comes to pick up an order but accidentally leaves part of it at the restaurant. The customer decides the best course of action is to refund the guest for the part of the order they didn’t take.
Pickup → Order Cost Adjustment → Partial Refund
A customer wants their menu to show the whole/right/left pizza topping icons and suggests that the icons should change colors when chosen to make the selection more obvious to the guest.
Menu → Full Menu → Configuration
Attribute = Feature Request
A customer complains that they don’t like the look of the website. You explain that our websites are templated for SEO purposes and walk the customer through some customization suggestions to make them feel a little better about the way it looks. They also requested that we add Comic Sans to the font options because it matches their logo.
Website → Pages → Edit Page
Attribute = Feature Request
A customer calls in because they want to cancel an order from a guest who has placed a couple of fraudulent orders in the past. You suggest that we block the guest from placing any future orders, and the customer agrees. You proceed to cancel the order and block the guest.
Marketing → Guest List → Block Guest
The fact that you blocked the guest is important insight that could be helpful and important to easily find in Salesforce in the future. This is why we’d select “Block Guest” over “Customer Cancellation”.
A customer tells you that they’re thinking about opening a new location. They aren’t ready yet but want to know who they should speak to when the time comes.
General → General Question
Customer calls in because a guest let them know they kept seeing an error message while trying to place a delivery order. You notice that the guest’s address is outside of the delivery zone and explain this to the customer. The customer does not want to make any adjustments to the delivery zone settings.
Checkout → Payment Issue → Checkout Error
This is because the guest was unable to complete checkout/payment due to being outside of the delivery zone. This is the closest case reason related to the situation as it prevented payment from occurring.
A customer is upset that their 4th of July email campaign was sent to their entire guest list on July 3. You show them where to see information about the campaign, and they decide they don’t want this campaign to run again.
Marketing → Automated Campaigns → Disable
Attribute = Training
A customer doesn’t want their personal email showing on the website and wants to know how they can set up a general business email address.
Website → Domain → DNS Record Update
Although this is something the customer has to do on their own, this is the closest case reason, and the fact that it is related to a domain email address can be specified in the case closed notes.
A guest didn’t receive their delivery order and needs a refund, but one of the items in the order was redeemed with loyalty points. You process the refund and adjust their point balance back to what it was pre-order.
Delivery → Delivery Issue → Missing Order
A customer asks why some of their Owner orders aren't showing up in Square and wants to know if it's a known bug. You troubleshoot and determine that this should not be happening.
Integration → Square → Orders Not Injecting
Attribute = Bug Report
Customer reports that a Doordash driver was extremely rude to their staff when picking up a delivery order and never actually delivered the food to the guest. You process a full refund for the order and let the customer know that you’ll report the driver to Doordash for their behavior.
Delivery → Delivery Issue → Missing Order
This is because the issue resulted in a full refund due to an entirely missing order. Even though the customer did call to report a driver complaint, when 2 case reasons can apply, it’s best to go with the reason that has more to do with money.
If the customer simply called to complain about the rudeness and the delivery was fine, the case reason would have been Delivery → Order Status → Driver Complaint.
A customer called in wanting to raise prices on their menu by 10%. You let them know you’ll take care of that, and when you ask if there’s anything else you can help with, they mention they also had a question regarding their fulfillment settings. You walk them through how to adjust their prep time settings, how to use Prep Time Overrides, and how to utilize the Busy Kitchen feature on the tablet.
Menu → Full Menu → Full Menu Pricing Update.
Attribute = Training
The main goal of the call was to increase the price of the full menu, but there was also a lot of training that occurred.
A customer wants to know why they aren't showing up on Google for “best tapas near me” and asks what updates we can make so they do.
Website → SEO → Keywords
A guest called because they were trying to redeem their conversion card offer but never received their credit. You look into the issue but can’t figure out why the credit wasn’t sent and let the guest know you’ll escalate the issue and get back to them.
Marketing → Conversion Cards → How to Use
Attribute = Bug Report
A Toast-integrated customer wants to know if a ticket that just printed is an Uber Eats order or an Owner order.
General → General Question