TH Food SOP

1. Cancellation

Cancellation (by Customers)

Customers are not allowed to cancel orders once merchant accepts them.

If customer contacts us to cancel after merchants accepts: (order status is “Gathering / Shopping”)

1. Inform customer we are unable to cancel orders as they have been accepted by merchant.
2. If customer insists, inform them to hold and say we will check. (we will not check, but get back to them shortly after, telling them sorry, we are unable to cancel)
3. Further persistency to cancel, we will inform rider not to deliver but order will still be charged.

If customer contacts us to cancel after order is late for more than 20 minutes (e.g. 65 mins since order was created for 45 min ETA):

1. CS can first offer coupon (refer to 2. Late Delivery)
2. If customer insists to cancel, we can do so but check carefully that order is more than 20 minutes late.

 

Cancellation (by the Store)
Store has accepted the order (in app), store cancels the order due to OOS, capacity etc.

Provide FD2 ฿200) coupon. (CS discretion)
Take into consideration: how long did it take to cancel / especially if customers face consecutive cancellations

Note: If cancellation was from SAME merchant, give a one-time ฿200 coupon. (This ensures customers do not make use of our cancellation policy for the coupons)

 

Cancellation (by the Coordinators)

If store does not accept order by the 12 minutes, food coordinators will cancel the order.
Provide same recovery steps as above.

 

Cancellation (Auto):

If store does not accept order by the 15 minutes, order will be automatically cancelled.
Provide same recovery steps as above.

 

2. Late Delivery

1. No Waiver
2. Less than 15 minutes late:  CS discretion to give FD2 ฿200 coupon
3. More than 60 minutes late: FD4 ฿200 coupon (by ticking the box on order page)

If customer asks to cancel order due the long wait for delivery

1. CS can first offer the relevant coupon (refer above)
2. If customer insists to cancel and it has been, or will be, more than 20 minutes late, we can do so but check order timestamps carefully.
3. Inform Account Manager(s) through

 

3. Order instructions not followed by store

Severe Case:

Customer ordered noodle soup, noodle delivered, soup was missed out

Merchant used wrong dressing for salad that affected entire taste of the item

Customer indicated no mushrooms due to allergies, but food delivered still had mushrooms.    

1. Request for a photo (CS discretion)
2. Waive Cost of Item (CS discretion)
3. FD1 / FD2 coupon (case-by-case basis)

 

Non Severe Case:

Customer ordered a Burger with large fries, small fries was given instead
Customer ordered bubble tea with less ice, merchant did not follow instructions

1. Request for a photo if applicable
2. No waiver
3. Offer FD1 coupon
   

Reminder to report these issues to the BeeForm

 

4a. Missing Item

Wrong quantity delivered: customer ordered 2x Salad but only received 1x.
Customer did not receive the item at all.

1a) Assure customer that we can redeliver the missing item(s) if they can wait or

1b) or ensure they will be charged correctly, only for what they received.

1c) Provide FD1 / FD2 coupon (CS discretion)

2) Call the store to clarify the missing items, then arrange for redelivery if needed.

a) If they confirm they fulfilled the order correctly:

• Submit waiver request email if customer does not want re-delivery.
• No reconcile steps to take if re-delivery is arranged.

b) If they acknowledge they did miss it out:

• Reconcile the redelivery order to 0
• No waiver needed.

For Recon: Two scenarios where we need to do Recon Scenario 1: Store acknowledges they missed out item and we made redelivery order Reconcile the recovery order to 0 Nothing to recon on customer’s customer. Scenario 2: Store acknowledges they missed out item and customer does not want redelivery Reconcile the missing items (ie: change qty to actual qty received). Customer will not be charged.

 

4b. Missing Meal Component or Utensils

Customer says they did not receive a straw

Customer says they did not receive a small part of a dish

1. No Waiver
2. FD1 coupon to be offered (CS Discretion)

 

5. Wrong Item

Customer ordered Chicken Burger, item delivered Beef.
Customer ordered Spaghetti Tomato Based, however Spaghetti with Carbonara sauce was delivered.

Should the item delivered to the customer is offensive to religious belief:

CS to use discretion and offer FD4 coupon as a compensation and apology

Customer is Muslim, and item containing Pork was delivered.
Customer is Buddhist and item containing Beef was delivered.

1. Request for a photo
2. Assure customer they will not be charged for the wrong item or
3. or offer a redelivery if customer is able to wait
4. Provide FD2 / FD3 coupon (CS discretion)

 

For Recon: If re-delivery arranged: Reconcile the recovery order to 0 Nothing to recon on customer’s customer. If customer does not want re-delivery: Reconcile the wrong item received to 0. Customer will not be charged.

6a. Damaged / Spoilt Item

During the delivery, spillage happened amongst the other food. Cross contamination occurs. Customer rejects the delivered items.
Customer receives correct items in proper condition, however complains that there is an odd smell to the meat or dish, as if it is bad.

1. Request for a photo
2. Waive Cost of Item and/or
3. FD1 / FD2 Voucher (CS Discretion)

7. Foreign Object:

Foreign object found in the food, for example: Hair, Bugs

1. Request for a photo
2. Waive cost of item
3. FD1 / FD2 Voucher (CS Discretion)

Escalate issue to Timothy / Reece for further investigation.

8. Swapped / Mixed Delivery

Rider picked up the wrong bag / Merchant gave wrong bag etc
*Note this is different from wrong item, this is when a completely different order is delivered to the customer because of some mix up

1. Waive Order
2. FD4 Voucher
3. Investigate immediately as this will likely affect another customer as well. CS to identify the other swap order party in order to conduct service recovery.(waiver + Coupon)

You may arrange for a redelivery via corporate account (CS discretion) if customer is willing to wait and if there are available resources

 

9. Missed Delivery

Customer claims they did not receive the order, although they have received final receipts, order marked delivered.

Do some simple investigation (check with coordinator / rider)

1. Waive Order
2. FD2 Voucher

 

10. Customer Not Around (CNA)

• Rider will wait 5 minutes
• If customers no-show, the order will be charged fully
• Do not cancel order

Email customer to inform the rider was there, and waited and contacted.

 

11. Serious Case (Allergic Reaction / Food Poisoning Etc)

1. Sympathize and say we will investigate straight away and get more details regarding but never promise to compensate for any medical issues.
2. Please escalate to Mick / Jear / Baimon

 

Examples:

• Customer has a severe reaction to an order which contains nuts. CS to inform that we will investigate. Shows concern and empathy to the customer. Escalate to Mick or Jear, identify if the customer was specific in informing that there were no nuts to be added into the meal.
• Customer mentioned that they received food poisoning after consuming the food delivered to them. CS to show empathy to the customer. Situation to be escalated to Mick or Jear, identify the timing of the delivery, if the meal was kept out too long after preparation.