Q: What should I do if a delivery partner order is delivered to the incorrect address?
A: Follow these steps:
- Confirm the address is correct on MS (Management System).
- Cross-check the address for the end user on the delivery partner portal.
- If the address is incorrect on the portal, proceed with the following options:
- Contact the driver on the provided number and provide the correct address
- Confirm if they can deliver to the correct address. If the driver refuses, proceed to the next step.
- Contact the delivery partner support team via phone/chat and request a change of address. If they are unable to assist, proceed to the next step.
- Have the driver or delivery partner support create a return order and deliver the food back to the Takeaway.
- Duplicate the order delivery in the portal with the correct address and assign a driver.
Option 2: Refund the Order (Ensure to get consent from the client/TA before proceeding with this.)
- Cancel and refund the order on MS.
- Inform the TA/Client that the amount will be re-credited.
Q: What should I do if the order/job has already been delivered/completed to the incorrect address?
A: Follow these steps:
- Confirm with the TA/Client if they would like to remake the order or refund the customer.
- If the end-user/customer agrees to either of the options, proceed with the following options:
Option 1: Remake and Re-deliver the Order.
- Duplicate the order and assign a provider.
- Raise a task to billing in order to re-credit the client for the subtotal cost of the order.
Option 2: Refund the Order (Ensure to get consent from the client/TA before proceeding with this.)
- Cancel and refund the order on MS.
- Inform the TA/Client that the amount will be re-credited.
By following these steps, you can efficiently and effectively handle delivery partner orders that are delivered to the incorrect address.