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.

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