Before handing the order to the courier, check the list to make sure everything is included.
The most common shortages are drinks and dishes ordered several times, x2; x3, and so on.
PAY ATTENTION TO THIS!
If the order amount changes because a dish was added or removed, be sure to tell the operator. The operator does not know the menu prices of every restaurant and has no way to check them, so tell the operator the final order amount after the changes. The operator records the price change information. This is taken into account when calculating the commission.
Write order numbers on the packaging. Especially if you hand more than one order to the courier at a time.
Sometimes clients accidentally take the wrong order.
If the restaurant forgot to include a dish or the dish turned out spoiled, and the client paid for it, return the cost of the missing dish to the client by transfer to the client account or to the service account.
If the client asks to bring the missing dish now, the restaurant needs to prepare and send the missing part of the order as quickly as possible. Repeat delivery is paid by the restaurant, plus a bonus from the restaurant to the client for the inconvenience.
If a dish is spoiled (burned, sour, and so on), you can offer the client a discount or bonus on their next order in your restaurant. If the client does not agree to the discount on the next order, the cost of the dish should be transferred to the client or service account for later refund to the client.
The service works from 8:00 to 2:00.
The operator works from 9:00 to 21:30 (sometimes a little longer).
From 21:30 to 02:00, orders are accepted and delivered by the duty night courier.
After 21:30 you need to wait for confirmation of the order from the courier, as well as the approximate time of arrival, so you can prepare for that time.
If the restaurant hires service employees, the deposit is withdrawn and goes to finding and training new employees. The restaurant must make a new deposit before continuing work. A service employee is a person working in the service, or who stopped working less than a month ago.
Order cancellations
Orders arrive during the restaurant working hours.
If there is no electricity or dishes have run out, and the restaurant was forgotten to be turned off - the cancellation belongs to the restaurant, and commission is charged. If you are busy and do not have time to process orders, or you are closed, please turn off your restaurant until you are ready to resume work.
If, when the order arrives, the restaurant pressed the “cancel order” button - the cancellation belongs to the restaurant, and commission is charged. A long wait or refusal to fulfill the order on the restaurant side hurts the service image and makes the client less willing to come back to us. We work hard to attract clients and it is important to us that they are satisfied.
If the ordered dish is not in stock but is still available for ordering, and if the client does not agree to a replacement dish - the cancellation belongs to the restaurant, and commission is charged. It is important to turn off unavailable menu items in time. You can set the number of portions/items for a dish in your menu; when that quantity is sold, the dish turns off automatically.
If the client ordered a dish that is not in stock, you need to offer a replacement. The commission will be calculated from the price after the changes are made. If none of the proposed dishes suits the client and the order is canceled, the commission will be calculated from the original order amount.
The incoming order must be accepted by the restaurant within 10 minutes. If the order is not accepted and the restaurant is not reachable, the client is offered to reorder in another restaurant. Such an order is marked as restaurant cancellation.
If the client orders several portions of one dish and the required quantity is not available - the cancellation belongs to the client, and no commission is charged.
If the client cancels the order - no commission is charged.
No commission is charged for test orders.
If the order is canceled because there are no couriers or because of a service error - no commission is charged.
For orders canceled by the restaurant, commission is charged as for completed orders.