LIVE NUGGETS
The order is late - time of interaction with the Consumer is more than Original ETD + 45 minutes.
What estimated time of delivery we're going to provide to the customer?
Live ETD
What KB logic to follow when the customer received a foamy milkshake?
Food temp was too hot or cold
Customer ordered Cheeseburger Happy Meal.
If the customer received a cheeseburger without the ketchup and pickles, how many percent can we refund using the refund calculator?
30 percent
The only concern of the customer is that the DP was rude over the phone.
What CTG we can use in the contact?
Eater > Orders > Partner was rude
How many seconds can we wait after we can send another inactivity spiel when a customer replies before 30 seconds?
-60 seconds
What KB logic to follow when a customer cannot understand what the delivery person was saying?
"Couldn't understand what partner was saying"
What can we do when a customer received an entirely wrong order and only send a e-receipt from the app?
Try to ask a physical receipt attracted to the bag they received.
How many percent can we provide a refund to the customer if they are missing their extra hash brown and the Minecraft collectibles in their Cheeseburger Happy Meal?
30 percent and deflect to McDonald's website
What can we do when customer ask for an invoice of their order as they need this to submit to their bank?
Follow: Requested an invoice for order
advised to check their email they used to place the order.
What KB can we follow when the previous agent refunded the wrong amount for the entire order?
REFUND STATUS- trigger another refund for the difference
What KB logic to follow when a delivery person mentioned to the customer that the restaurant can't prepare the whole order as the breakfast menu is no longer available?
"Restaurant couldn't fulfill order"
If a customer raised a food temp issue and the order delivered exactly 45 minutes after Original ETD. Is the customer eligible for a refund?
No
What can we do when customer ice cream melted and no straw for the spilled drink?
Food Temp
Order arrived without utensils
Food was damaged / Spilled liquid
How many customer pushbacks before we can send a NRN to the customer?
3 pushbacks
What can we do when a customer raises an issue that the order has been delivered by different persons?
Follow: potential safety concern
Explained to the Customer that DPs in the UK can elect another DP.
Live Order (Accidentally placed an order twice)- No DP assigned to the order.
Will the customer be charged once she/he requested to cancel the second order?
No
Order marked as COMPLETED
How can we help the customer with their discounted items when they did not receive their order because of the wrong delivery address?
Follow Enter Wrong Deliver Address KB- Step 1: Check if the Order is LIVE- No
Do not deflect to the merchant website and just advise customers we can’t trigger a refund.
How many percent can we refund if the customer is missing 1 piece of nuggets and 2 ketchup dips in the Mozzarella Dipper Sharebox?
60%
What can we do when a customer is asking for a full refund and a manager, even the previous agent 3 days ago already advised that refund has already been sent to McDonald’s to finalise the refund?
Follow Refund Status KB Step 4 and addressed the request to speak to a manager.
What can we do when customer gets charged extra when they place their McDonald's order on the website ?
Follow:
Unrecognized Charges
deflect to merchant
Live Order-
What can we do when a delivery person went to customer address without the order and informed the eater that the restaurant can't prepare the whole order as the breakfast menu is no longer available?
Follow: Restaurant couldn't fulfill order and contact the restaurant to confirm
What can we do when a customer receives an unsealed KFC bag with cold items (not late) where they can't even eat the chicken as they are allergic?
Follow KB “Customer received wrong order”
Addressed the Food Temp Issue and the food allergen
How many percent can we refund if the customer is missing the 3 toys in their 3x1 Cheeseburger Happy Meal?
None. Deflect to merchant website
A customer contacted and mentioned that the store is closed as it's already 12:00 AM. What CTG can we use?
Eater > Orders > Restaurant couldn't fulfill order > Order came outside operating hours
What can you do when a customer asks you to contact the restaurant to request removal of the egg in their burger as they are allergic to it?
What KB and CTG are you going to use?
Eater ordered wrong item
Eater > Orders > Ordered incorrectly > Eater entered wrong special instructions