Order Is Not Ready
When do we use the Order Is Not Ready chat tag?
When the courier arrives and the food is not ready.
What will happen if the courier collects the disappeared order?
Flag to your Team Lead for review and follow-up
Give an example of Unable to Pick Up Order scenarios.
Couriers have vehicle issues, the road is closed, they find no parking lot or as simple as they’re unwilling to collect the order.
Before we end the chat, what do we have to offer?
What do we do if the courier replies “No, thanks” for extra help?
Extra help with “Is there anything else I can help you with?”
We send them the appropriate ending macro and finish the chat right away.
Should we change the contact info for your convenience?
No, couriers can do it in the Courier Portal. Also, we want to protect our agents from fraud and hacked account problems.
Can we use Order Is not Ready if the courier wants to unassign orders due to the long wait?
If couriers refuse to wait for the order, what will happen?
Yes, we use the same chat tag.
We will offer order unassignment and inform them about Acceptance Rate deduction.
With Courier Not Making Progress and the last notification is triggered, what will happen?
The order gets unassigned from the courier.
Do you have to offer extra help before ending the chat?
No, only with UTPO you don’t have to ask “Anything else I can help you with?”
How much time do you have to send out the initial response to acknowledge the courier’s message?
How many minutes do we have between responses?
90 seconds
2 minutes since the last courier’s message.
In UK, IE and AU markets, I see ‘Fast Cash enabled’. Is it true?
Fast Cash is not available in UK, IE and AU markets.
Under which conditions will the courier get reimbursed for resto hold automatically?
In Order Modal, Courier Hold page, if Hold Time Accuracy is GOOD and the Courier Hold Time meets requirements.
The courier has a question about ‘order disappeared’ and the current order number is O#1234. Is it the disappeared order?
No, the courier used O#1234 to start a chat. The disappeared order is a different one.
Unassign order and leave CL note, which one does come first?
Leave CL note, because if we unassign the order, we might loose courier’s information.
Where can I quickly verify the courier’s current location copy the courier’s phone number and access CUP?
The Courier Map icon
The Phone Icon
The ID icon
On the Status Page, what do Checked Out/Checked In/Check In - On Shift mean?
Checked Out - The courier is not working on a shift and they are not viewing the Courier app.
Checked In - The courier is not working on a shift and they are viewing the Courier app
How long must couriers wait to get resto hold reimbursed?
All markets.
CA/AU - after 7 minutes
IE - No resto hold reimbursement
UK - after 15 minutes, but some zones don’t offer resto hold.
If the order gets unassigned from the courier.
Should we give the order back to the courier?
No, we shouldn’t because another courier might accept the order. It is unfair to take it away from the new courier.
While couriers are on Parked at Partner status, do we ask for the reason for declining the order? And what macro do we use?
Yes, we do. The macro is:
“Thanks for reaching out to Courier Support. Please confirm if this is a personal preference or a restaurant issue for choosing unable to pick up the order? ”
When a chat is assigned to you, where do you find it?
Under Mine tab
If my courier’s search result generated more than one CUP, which CUP should we use?
The one with Active - Active status.
In UK London - Crystal Palace, there is a courier who is waiting for an order. Hold Time Accuracy is GOOD and Courier Hold Time is 20 minutes. Will courier get resto hold reimbursement?
No, because the zone does not offer resto hold. Check the UK Delco Hold Settings.
What questions do we ask for clarification?
“Did you collect the disappeared order?”
“Do you remember the order number, the restaurant's name, and/or the approximate time you delivered the order?”
“Did you receive any relevant notifications from Courier App?”
When we assign a courier due to Unable To Pick Up Order, what are the steps?
Assignment, search with Order Number
Click on Unassign
Select “Courier decline the order” to affect AR
When do you set My Status as Invisible?
To block upcoming chats. During training and nesting, we will work on 1 or 2 chats at a time.
What will happen if we click on Do Not Use and can couriers put themselves on DNU?
We block upcoming orders.
No, they don’t even know that we put them on DNU.