Order Status Inquiry & Tools
What is the Golden Rule before taking any action on a live order?
Validate the order status and timeline in THQ/Astra and MapViz
Where do we find the ETA Quoted?
ETA Details, above the Map
A Cx cancels 3 minutes after placing the order. What refund do they get?
Full refund (5-minute window)
What is the maximum apology credit for a major issue?
$50 (base credits are separate)
What is the formula for building a statement?
Context + Action + Result orAlternatives
Which two values tell you how late an order really is?
Quoted ETA and Expected Tardiness
What is the difference between a Batched order and a DoubleDash?
Batched: Grouped with other deliveries on the same route
DoubleDash: a 2nd nearby store added with no extra fee; items may arrive separately with different Dashers
The Mx already started prep and a Dx is assigned. The Cx cancels. What refund applies?
A partial refund, or a refund denied
An Express order arrives late. What do you refund, and where?
Only the Priority Fee. In ORT select Other + note “Express fee waived”
Should you invite the Cx to close the chat?
After a favorable resolution. When the Cx closes the chat, we can get a positive survey
Name some of the questions you should ask yourself on every live order
Is the order confirmed?
Is the Mx preparing it?
Is it ready for pickup?
Is there a Dx assigned?
Where is the Dx?
Is there another order on the route?
How much time is it running late?
Can we make any final decision with MapViz alone?
No. MapViz is a supporting tool, so cross-check the THQ/Astra timeline
Name the 3 Full Refund Guarantee scenarios
1) Cx cancels within 5 min of placing the order
2) Dashers keep unassigning and the Cx cancels
3) Cx cancels before Mx prep AND before a Dx is assigned
Name the 3 strict zero-compensation triggers
1) The timeline doesn’t support the Cx’s claim
2) The Cx is flagged for account abuse
3) A credit or refund was already issued for the same impact
The order is 35 min late, the Cx is short on time, and the Mx says it’s almost ready
“I understand you’re short on time, and I see your order is over 30 minutes late. I just called the restaurant: they’re finishing it now, so it will be fresh. Would you like to wait a few more minutes or cancel the order?”