What to do if a delivery partner order gets delivered to the incorrect address?

What to do if a delivery partner order gets delivered to the incorrect address?

Handling Delivery Partner Orders Delivered to Incorrect Address

Q: What should I do if a delivery partner order is delivered to the incorrect address?

A: Follow these steps:

  1. Confirm the address is correct on MS (Management System).
  2. Cross-check the address for the end user on the delivery partner portal.
  3. If the address is incorrect on the portal, proceed with the following options:
  4. Contact the driver on the provided number and provide the correct address
  5. Confirm if they can deliver to the correct address. If the driver refuses, proceed to the next step.
  6. 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.
  7. Have the driver or delivery partner support create a return order and deliver the food back to the Takeaway.
  8. 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.)

  1. Cancel and refund the order on MS.
  2. 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:

  1. Confirm with the TA/Client if they would like to remake the order or refund the customer.
  2. If the end-user/customer agrees to either of the options, proceed with the following options:
Option 1: Remake and Re-deliver the Order.

  1. Duplicate the order and assign a provider.
  2. 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.)

  1. Cancel and refund the order on MS.
  2. 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.

    • Related Articles

    • 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. Late arrival: When the delivery arrives significantly later than the expected time, causing inconvenience to ...

    • 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, ...

    • Does the delivery partner accept offline orders ?

      Yes, clients can process offline orders from their EPOS system and the order will be assigned to a delivery partner. However you do need to be aware of the following prerequisites: The client's Fusion version must be on EPOS - 11.2.4 (1134) or ...

    • How to search an order on the delivery portal?

      To search for an order on the delivery portal, follow these steps: Log in to the delivery portal. Locate the "search" order option on the top right of the screen. Use the following identifiers to find the delivery order: FoodHub Order ID/External ...

    • How to cancel an order on the Delivery Partner Portal?

      If a delivery has been manually reassigned by our FoodHub team, it is important to cancel the outstanding provider who is already assigned or en route to the takeaway to avoid any confusion. To cancel a delivery order, please follow these steps: ...