How to file a refund request with our delivery partner order

How to file a refund request with our delivery partner order

Before a refund can be provided, We first need to investigate what occurred with the order: See examples of why a refund may be requested. 
  1. Late arrival: When the delivery arrives significantly later than the expected time, causing inconvenience to the customer and impacting their experience.
  2. Delivered early (pre-order): When the delivery arrives before the scheduled time, causing inconvenience to the customer who may not be ready to receive the order.
  3. Delivered to wrong address: When the delivery is sent to an incorrect address, causing inconvenience to the customer and potentially resulting in lost or stolen items.
  4. Missing or incorrect items: When the delivery is missing one or more items or the items received are not what the customer ordered, causing inconvenience and potentially impacting the customer's satisfaction with the order.
  5. Never delivered: When the delivery was never received by the customer, causing significant inconvenience and potentially resulting in lost or stolen items.
  6. Poor delivery experience: When the delivery experience was poor due to issues such as rude behaviour by the driver, unsafe driving practices, or poor communication with the customer.
  7. Order not showing up in the portal: When the order is not visible in the delivery partner portal, causing confusion and making it difficult to track the delivery. 

Step 1: To file an incident report follow these steps: 

  1. Log in to the delivery portal.
  2. Select the affected order/Job. 
  3. Right-click on the delivery and choose "Delivery Details."
  4. Click on "Report Incident."
  5. Select the appropriate topic.
  6. Add the relevant details of the issue that occurred with the delivery. 
  7. Capture a screenshot of the order details.
  8. Drag the photo/screenshot to "Upload receipt". 
  9. Click on "Submit Request."

Step 2:  To file a refund request internally with our billing team: 
  1. Login to MS.
  2. Raise task using Silos >> Billing >> Enquiry>> Assign it to the billing team and it will be worked by someone in billing since it will be in the billing bucket as we chose billing as the main category.
  3. Fill in the Order ID, Amount to be re-credited, and Reason.
  4. Click "Assign to billing team" to submit the task.
Make sure to watch the video below for a quick guide. 



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