How to investigate a delivery partner order?
If a delivery partner fails to deliver an order, delivers the wrong order, or delivers food that is cold or in poor condition. Investigating the order can help identify the root cause of the problem, whether it's an issue with the delivery partner, the restaurant's operations, or the platform itself.
To investigate a delivery partner order, follow these steps:
- Identify if it's a delivery partner order and what platform it came from by using the search order feature on the management system.
- Confirm that the delivery partner supported.
- Check the delivery timeline on the partner portal to determine if there was an issue with the order.
- Reach out to the client/TA or enduser/Customer to clarify any information if needed.
- If you cannot locate the order, check the created only orders for a deeper dive. Check if the order came through the delivery portal but was never assigned a driver by the API.
- Based on your findings, determine if it's a FoodHub issue or an issue on the delivery partner's end.
- File a refund request with the delivery partner>>>>Raise a task in MS with our internal billing team.
By following these steps, you can properly investigate a delivery partner order and resolve any issues that may arise.
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