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HWT


Tag: Wrong Food Order Ready
Share a feedback shared to Mx reg FOR Mark
Incase merchant call get connected as per SOP.
Tag:High wait time at MX

Check Node or Reassigment History





HWT


Get Trip Summary From Runner.






HWT


Check Reassignment Status






HWT


Get Trip Summary From Runner.

HWT Trip Summary Link

Tap To Copy

Share the Link with the Trip ID at the End to DP





HWT


Check KPT+15 or Arrived+25 Which ever is Lower






HWT


Ask Dp to wait and Share Exact Time to Wait






HWT


Call MX






HWT


Enquiry about when the order would be dispatched
Unga waiting time adhigama irupadhala, order-ai unassign Pannikalam, idhu unga denial & cancellation la charge agadhu.
Neenga wait pani delivery seidhal,ungaluku oru scartch card kidaikum. atha scatch seithu ungalukana waiting amount theinthu kolalam.






HWT


Unassign the Order in High wait time at Restuarant






HWT


Thanks DP for waiting and Close the Call






HWT


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX






HWT


Enquiry about when the order would be dispatched
Unga waiting time adhigama irupadhala, order-ai unassign Pannikalam, idhu unga denial & cancellation la charge agadhu.
Neenga wait pani delivery seidhal,ungaluku oru scartch card kidaikum. atha scatch seithu ungalukana waiting amount theinthu kolalam.






HWT


Thank Delivery Partner for the Waiting and Close the Call.





HWT


Unassign in Resturant Delaying the order


Verbiage:






HWT


Verbiage:

Unga waiting time adhigama irupadhala, order-ai unassign Pannikalam, idhu unga denial & cancellation la charge agadhu.
Neenga wait pani delivery seidhal,ungaluku oru scartch card kidaikum. atha scatch seithu ungalukana waiting amount theinthu kolalam.






HWT


Thank Delivery Partner for the Waiting and Close the Call.





HWT


Unassign in Resturant Delaying the order







HWT


Tag:Merchant restricted Location

Verbiage:

Unga waiting time adhigama irupadhala, order-ai unassign Pannikalam, idhu unga denial & cancellation la charge agadhu.
Neenga wait pani delivery seidhal,ungaluku oru scartch card kidaikum. atha scatch seithu ungalukana waiting amount theinthu kolalam.






HWT


Thank Delivery Partner for the Waiting and Close the Call.





HWT


Unassign in Resturant Delaying the order







HWT


Tag: Wrong Food Order Ready
Share a feedback shared to Mx reg FOR Mark
Incase merchant call get connected as per SOP.
Tag:High wait time at MX

Check KPT+15





HWT


Call MX once






HWT


Enquiry about when the order would be dispatched
Unga waiting time adhigama irupadhala, order-ai unassign Pannikalam, idhu unga denial & cancellation la charge agadhu. Neenga wait pani delivery seidhal,ungaluku oru additional amount ah Gig bonus kidaikum.






HWT


Unassign the Order in High wait time at Restuarant






HWT


Tag: Eligible for Compensation


Verbiage:

Gig
If your wait time is high please be assured you will get an additional amount as Gig bonus which is automatically calculated and gets added in daily earnings which will reflect on the next day.
Non-Gig
In case wait time payout doesn't get added to this order then he can raise ticket from his app under Issue type : Past order related issues & Sub issues : Order ready time pay. Our team will check and if he will be eligible, additional amount will be added as per rate card.





HWT


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX





HWT


Tag:Eligible For Compensation(When order about to be dispatched)
Enquiry about when the order would be dispatched






HWT


Verbiage:

Gig
If your wait time is high please be assured you will get an additional amount as Gig bonus which is automatically calculated and gets added in daily earnings which will reflect on the next day.
Non-Gig
In case wait time payout doesn't get added to this order then he can raise ticket from his app under Issue type : Past order related issues & Sub issues : Order ready time pay. Our team will check and if he will be eligible, additional amount will be added as per rate card.





HWT


Unassign in Resturant Delaying the order


Verbiage:






HWT


Verbiage:

Unga waiting time adhigama irupadhala, order-ai unassign Pannikalam, idhu unga denial & cancellation la charge agadhu. Neenga wait pani delivery seidhal,ungaluku oru additional amount ah Gig bonus kidaikum.
Gig
If your wait time is high please be assured you will get an additional amount as Gig bonus which is automatically calculated and gets added in daily earnings which will reflect on the next day.
Non-Gig
In case wait time payout doesn't get added to this order then he can raise ticket from his app under Issue type : Past order related issues & Sub issues : Order ready time pay. Our team will check and if he will be eligible, additional amount will be added as per rate card.





HWT


Ask DP to wait &
Share a Exact Time to wait







HWT


Asked Dp to wait






HWT


Unassign in Personal emergency

Verbiage:
Order reassignement would affect offer and earning
Order reassign panna offer earning affect agalam





HWT


Call MX once






HWT


Tag:Eligible For Compensation(When Mx confirm order is dispatching, and Dp agree to wait)
Enquiry about when the order would be dispatched






HWT


Verbiage:

Gig
If your wait time is high please be assured you will get an additional amount as Gig bonus which is automatically calculated and gets added in daily earnings which will reflect on the next day.





HWT


Unassign in Resturant Delaying the order


Verbiage:

Gig
If your wait time is high please be assured you will get an additional amount as Gig bonus which is automatically calculated and gets added in daily earnings which will reflect on the next day.
Non-Gig
In case wait time payout doesn't get added to this order then he can raise ticket from his app under Issue type : Past order related issues & Sub issues : Order ready time pay. Our team will check and if he will be eligible, additional amount will be added as per rate card.





HWT


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX





HWT


Tag:Eligible For Compensation(When order about to be dispatched)
Enquiry about when the order would be dispatched






HWT


Verbiage:

Gig
If your wait time is high please be assured you will get an additional amount as Gig bonus which is automatically calculated and gets added in daily earnings which will reflect on the next day.
Non-Gig
In case wait time payout doesn't get added to this order then he can raise ticket from his app under Issue type : Past order related issues & Sub issues : Order ready time pay. Our team will check and if he will be eligible, additional amount will be added as per rate card.





HWT


Unassign in Resturant Delaying the order


Verbiage:

Gig
If your wait time is high please be assured you will get an additional amount as Gig bonus which is automatically calculated and gets added in daily earnings which will reflect on the next day.
Neenga wait pandra time ku gig bonus nu oru amount next day payout la automatic aa add agum.





HWT


Verbiage:

Gig
If your wait time is high please be assured you will get an additional amount as Gig bonus which is automatically calculated and gets added in daily earnings which will reflect on the next day.
Non-Gig
In case wait time payout doesn't get added to this order then he can raise ticket from his app under Issue type : Past order related issues & Sub issues : Order ready time pay. Our team will check and if he will be eligible, additional amount will be added as per rate card.





Outlet closed


Tag:Outlet closed
Probe:Whether shutter fully closed or partially open.

Call Mx





Outlet closed



Enquiry whether outlet open or Not






Outlet closed



Cancel the order------>Outlet Closed






Outlet closed



COnnect a con call between Mx and DP

Ask to Dp to Pick and deliver the order





Outlet closed



Check Deviation

"Inform the delivery partner that we are canceling the order as per their words.
Howver, upon investigation, if we find that the outlet was open, it will impact their ID, and appropriate action will be taken.
If there is no fault, the ID will remain active."







Outlet closed



Cancel the order------>Outlet Closed

Verbiage:
"Inform the delivery partner that we are canceling the order as per their words.
Howver, upon investigation, if we find that the outlet was open, it will impact their ID, and appropriate action will be taken.
If there is no fault, the ID will remain active."






Outlet closed



Ask DP to reach Mx Location and then Reach Support.







UFMA or IMA



Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark
Call MX




UFMA or IMA



Confirm with Mx, Is the Address correct or Incorrect?





UFMA or IMA


Tag:Unable to find MX address
Make Con call with MX and DP

Ask DP to Deliver the Order





UFMA or IMA


Tag:Incorrect MX address
Make Con call with MX and DP

(5 km for bike riders & 3 km for cycle riders)

Ask DP to Deliver the Order





UFMA or IMA


Gig:
Raise a ticket under
past order-related issues
distance payout
from your application. Our team will check and if you are eligible then it will be credited to your week's payout.

Non-Gig:
Raise a ticket under
past order-related issues
distance payout
from your application. Our team will check and will be credited as per rate card eligibility.






UFMA or IMA


Cancel the Order in Wrong Resturant Address


Gig:
Raise a ticket under
past order-related issues
distance payout
from your application. Our team will check and if you are eligible then it will be credited to your week's payout.

Non-Gig:
Raise a ticket under
past order-related issues
distance payout
from your application. Our team will check and will be credited as per rate card eligibility.






UFMA or IMA


Check KPT+5







UFMA or IMA


Cancel the Order in Wrong Resturant Address








UFMA or IMA


Ask DP to wait &
Share a Exact Time to wait





Poor Packaging


Check Order pickup Status :





Poor Packaging


Tag:Packaging Issue

Call Mx







Poor Packaging


Ask Mx to change the Package without any Damgage.







Poor Packaging


Ask DP to Pick and Deliver the order







Poor Packaging


Ask DP to Pick and Deliver the order


Infrom DP if the order gets spoiled while in transit or in case cx refuse to accept the order
then the Mx will be penalised for the same.





Poor Packaging


Ask DP to pass the Phone







Poor Packaging


Ask Mx to change the Package without any Damgage.







Poor Packaging


Ask DP to Pick and Deliver the order







Poor Packaging


Ask DP to Pick and Deliver the order


Infrom DP if the order gets spoiled while in transit or in case cx refuse to accept the order
then the Mx will be penalised for the same.





Poor Packaging


Ask DP to Pick and Deliver the order


Infrom DP if the order gets spoiled while in transit or in case cx refuse to accept the order
then the Mx will be penalised for the same.





Poor Packaging


Ask DP to Pick and Deliver the order


Infrom DP if the order gets spoiled while in transit or in case cx refuse to accept the order
then the Mx will be penalised for the same.





Poor Packaging


Probe: How the order was Damaged







Poor Packaging


Ask DP to share Images







Poor Packaging


Ask DP to share Images







Poor Packaging


Tag:DP Vehicle Breakdown
Ask DP to share a clear image or reach support when image is aviable.






Poor Packaging


Tag:DP Vehicle Breakdown
Inform DP that the cancellation of this order might be counted in his bucket.

Cancel the order --> Order Damaged by DP







Poor Packaging


Tag:Packaging Issue
Ask DP to share a clear image or reach support when image is aviable.






Poor Packaging


Tag:Packaging Issue

Cancel the order --> Poor Packaging







Poor Packaging


Check Customer Karma







Poor Packaging


Tag:Packaging Issue

Call Cx







Poor Packaging


Ask Cx to Reach CD chat







Poor Packaging


Ask DP to Deliver the order







Poor Packaging


Check Packaging Issue Tag applied already


If Applied cancel the order in Poor Packaging
If Not applied cancel the order CDO-->Package and Spillage
Comments:#OrderDamagedbyDP





Poor Packaging


Check EDT+10







Poor Packaging


Check Packaging Issue Tag applied already


If Applied cancel the order in Poor Packaging





Poor Packaging


Ask DP to wait till the time is over.

Share exact Time to the DP





Poor Packaging


Call Cx

Ask Cx to Reach the CD chat
No Cancellation Done by Agent





Poor Packaging


Tag:DP Vehicle Breakdown
Inform DP that the cancellation of this order might be counted in his bucket. Call cx to inform cancellation and TAT.

Cancel the order --> Order Damaged by DP







Poor Packaging








Mx Refusing to Give Order


Probe: Why Mx refuse to give Order?





Device Issue



Tag: Merchant Device Issue
Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark

Call MX







Device Issue


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX





Device Issue



Probe: Will they able to dispatch the item if the items are dicated manually ?






Device Issue


Ask DP to Deliver the Order





Device Issue


Cancel the order ---> Merchant Device or Electricity Issue

Comments: #merchant Device Issue





Device Issue



Probe: Will they able to dispatch the item if the items are dicated manually ?






Device Issue


Ask DP to Deliver the Order





Device Issue


Cancel the order ---> Merchant Device or Electricity Issue

Comments: #merchant Device Issue





Device Issue


Check KPT+5







Device Issue


Cancel the Order in Kitchen Is Full







Device Issue


Ask DP to wait &
Share a Exact Time to wait





Electricity Issue



Tag: Kitchen Issue
Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark

Call MX







Electricity Issue


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX





Electricity Issue



Probe: When Will they able to dispatch the order and Can they dispatch the order?






Electricity Issue


Ask DP to Deliver the Order





Electricity Issue


Cancel the order ---> Merchant Device or Electricity Issue

Comments: #merchant Electricity Issue





Electricity Issue



Probe: Will they able to dispatch the item if the items are dicated manually ?






Electricity Issue


Ask DP to Deliver the Order





Electricity Issue


Cancel the order ---> Merchant Device or Electricity Issue

Comments: #merchant Electricity Issue





Electricity Issue


Check KPT+5







Electricity Issue


Cancel the Order in Kitchen Is Full







Electricity Issue


Ask DP to wait &
Share a Exact Time to wait





Kitchen Issue



Tag: Kitchen Issue
Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark

Call MX







Kitchen Issue


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX





Kitchen Issue



Probe: When Will they able to dispatch the order and Can they dispatch the order?






Kitchen Issue


Ask DP to Deliver the Order





Kitchen Issue


Cancel the order ---> Kitchen Is Full

Comments: #merchant Kitchen Issue





Kitchen Issue



Probe: Will they able to dispatch the item if the items are dicated manually ?






Kitchen Issue


Ask DP to Deliver the Order





Kitchen Issue


Cancel the order ---> Kitchen Is Full

Comments: #merchant Kitchen Issue





Kitchen Issue


Check KPT+5







Kitchen Issue


Cancel the Order in Kitchen Is Full







Kitchen Issue


Ask DP to wait &
Share a Exact Time to wait





Mall Entry Issue



Tag: Merchant Restricted Locaiton
Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark

Call MX







Mall Entry Issue



Probe: Where Dp can collect Order? and Make a Con call with DP






Mall Entry Issue


Ask DP to Deliver the Order





Mall Entry Issue


Cancel the order ---> Incorrect Menu or Restuarant Details

Comments: #merchant Mall Entry Issue





Mall Entry Issue


Check KPT+5







Mall Entry Issue


Cancel the Order in Incorrect Menu or Restuarant Details







Mall Entry Issue


Ask DP to wait &
Share a Exact Time to wait





Unhappy/Billing/Payment Issue



Tag: Content Issue
Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark

Call MX







Unhappy/Billing/Payment Issue


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX





Unhappy/Billing/Payment Issue



Probe: Will they able to dispatch the order?






Unhappy/Billing/Payment Issue


Ask DP to Deliver the Order





Unhappy/Billing/Payment Issue


Cancel the order ---> Incorrect Menu or Restuarant Details

Comments: #merchant Billing Issue





Unhappy/Billing/Payment Issue



Probe: Will they able to dispatch the item ?






Unhappy/Billing/Payment Issue


Ask DP to Deliver the Order





Unhappy/Billing/Payment Issue


Cancel the order ---> Incorrect Menu or Restuarant Details

Comments: #merchant Biling Issue





Unhappy/Billing/Payment Issue


Check KPT+5







Unhappy/Billing/Payment Issue


Cancel the Order in Kitchen Is Full







Unhappy/Billing/Payment Issue


Ask DP to wait &
Share a Exact Time to wait





Discontinued Service



Tag: Content Issue
Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark

Call MX







Discontinued Service


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX





Discontinued Service



Probe: Will they able to dispatch the order?






Discontinued Service


Ask DP to Deliver the Order





Discontinued Service


Cancel the order ---> Incorrect Menu or Restuarant Details

Comments: #merchant Discontinued Service





Discontinued Service



Probe: Will they able to dispatch the item ?






Discontinued Service


Ask DP to Deliver the Order





Discontinued Service


Cancel the order ---> Incorrect Menu or Restuarant Details

Comments: #merchant Biling Issue





Discontinued Service


Check KPT+5







Discontinued Service


Cancel the Order in Kitchen Is Full







Discontinued Service


Ask DP to wait &
Share a Exact Time to wait





Dp behaviour



Tag: Mx refusing to give order
Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark

Call MX







Dp behaviour


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX





Dp behaviour



Probe: Convince Mx to give Order?






Dp behaviour


Ask DP to Deliver the Order





Dp behaviour


Reassign the order ---> Personal Emergency

Reassigning of Order could affect Daily earining and Offer.





Dp behaviour



Probe: Convince MX to dispatch the Order ?






Dp behaviour


Ask DP to Deliver the Order





Dp behaviour


Reassign the order ---> Personal Emergency

Reassigning of Order could affect Daily earining and Offer.





Dp behaviour


Check KPT+5







Dp behaviour


Reassign the Order in Personal Emergency

Reassigning of Order could affect Daily earining and Offer.






Dp behaviour


Ask DP to wait &
Share a Exact Time to wait





Mx refusing to give order no reason



Tag: Mx refusing to give order
Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark

Call MX







Mx refusing to give order no reason


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX





Mx refusing to give order no reason



Probe: Convince Mx to give Order?






Mx refusing to give order no reason


Ask DP to Deliver the Order





Mx refusing to give order no reason


Cancel the order ---> Kitchen is Full







Mx refusing to give order no reason



Probe: Convince MX to dispatch the Order ?






Mx refusing to give order no reason


Ask DP to Deliver the Order





Mx refusing to give order no reason


Cancel the order ---> Kitchen is Full







Mx refusing to give order no reason


Check KPT+5







Mx refusing to give order no reason


Cancel the order ---> Kitchen is Full







Mx refusing to give order no reason


Ask DP to wait &
Share a Exact Time to wait





Order picked by another Rider



Tag: Order Picked by Another DP

Check Delivery Partner Assignment Status







Order picked by another Rider



Call MX







Order picked by another Rider


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX






Order picked by another Rider



Tag: Order picked by another DP, pickup OTP verified

Probe: Convince Mx to give Order?







Order picked by another Rider


Ask DP to Deliver the Order





Order picked by another Rider



Call Cx







Order picked by another Rider



Confirm with Cx







Order picked by another Rider



Mark Delivery from Runner

Request delivery partner to raise ticket on cash Order
Cash limit wrongly deducted in case of any charges/dispute/penalty.






Order picked by another Rider



Cancel the Order---- Order picked by Delivery Partner

Aplogize and Inform Cancellation to the Cx with TAT






Order picked by another Rider







Order picked by another Rider



Cancel the Order---- Order picked by Delivery Partner






Order picked by another Rider


Check KPT+5







Order picked by another Rider


Ask DP to wait &
Share a Exact Time to wait





Order picked by another Rider



Call Cx







Order picked by another Rider



Confirm with Cx







Order picked by another Rider



Mark Delivery from Runner

Request delivery partner to raise ticket on cash Order
Cash limit wrongly deducted in case of any charges/dispute/penalty.






Order picked by another Rider



Cancel the Order---- Order picked by Delivery Partner

Aplogize and Inform Cancellation to the Cx with TAT






Order picked by another Rider







Order picked by another Rider



Cancel the Order---- Order picked by Delivery Partner






Order picked by another Rider



Call Buddy Rider Twice







Order picked by another Rider



Confirm What Happened to with the Food







Order picked by another Rider



Ask DP1 to mark deliver with coordinaton with Buddy Dp







Order picked by another Rider



Call MX







Order picked by another Rider



Call MX







Order picked by another Rider



Call Mx







Order picked by another Rider



Confirm What Happened to with the Food







Order picked by another Rider



Ask DP1 to mark deliver with coordinaton with another-dp Dp







Order picked by another Rider



Call cx







Order picked by another Rider


Ask Dp to pass the phone to MX

Verify Merchant OTP with the MX






Order picked by another Rider



Tag: Order picked by another DP, pickup OTP verified

Probe: Convince Mx to give Order?







Order picked by another Rider



Probe: Convince Mx to give Order?







Order picked by another Rider


Ask DP to Deliver the Order





Order picked by another Rider



Confirm with Cx







Order picked by another Rider



Mark Delivery from Runner

Request delivery partner to raise ticket on cash Order
Cash limit wrongly deducted in case of any charges/dispute/penalty.






Order picked by another Rider



Cancel the Order---- Order picked by Delivery Partner

Aplogize and Inform Cancellation to the Cx with TAT






Order picked by another Rider







Order picked by another Rider



Cancel the Order---- Order picked by Delivery Partner






Order picked by another Rider


Check KPT+5







Order picked by another Rider


Ask DP to wait &
Share a Exact Time to wait





Order picked by another Rider



Confirm What Happened to with the Food







Item Out of Stock



Tag: Wrong Food Order Ready
When a feedback shared to Mx reg FOR Mark


Proactive Opening:
Enachinga Resturant la Item out of stock nu solrangala?

Call MX





Item out of Stock


Ask Dp to pass the phone to MX






Item out of Stock



Probe:
1.What Items are out of stock?
2.Will there be Replacement?
3.Is the replacement Same Price
4.Is Partial Delivery Avaiable?
5.Is this info Informed with cx?

Share Feedback to turn off the items, if they are not avaiable.





Item out of Stock


Check KPT







Item out of Stock


Ask DP to wait &
Share a Exact Time to wait





Item out of Stock



Cancel the Order----> Item out of Stock

Aplogize and Inform Cancellation to the Cx with TAT





Item out of Stock







Item out of Stock



Tag: Item out of Stock

Probe:
1.What Items are out of stock?
2.Will there be Replacement?
3.Is the replacement Same Price
4.Is Partial Delivery Avaiable?
5.Is this info Informed with cx?

Share Feedback to turn off the items, if they are not avaiable.





Item out of Stock



Tag: Replacement not Avaible

Cancel the Order----> Item out of Stock

Aplogize and Inform Cancellation to the Cx with TAT





Item out of Stock







Item out of Stock



Call CX






Item out of Stock



Check Payment Status







Item out of Stock



Check Payment Status







Item out of Stock



Mark Partial Delivery(Runner) and refud the Partial Amount in LifeLine







Item out of Stock



Cancel the Order----> Item out of Stock







Item out of Stock



Convey the Info to the CX and Connect Call with MX






Item out of Stock



Tag: Cx accepted Replacement

Ask Dp to Pick and Deliver the order






Item out of Stock



Tag: Cx Refused Replacement

Cancel the Order----> Item out of Stock

Aplogize and Inform Cancellation to the Cx with TAT





Item out of Stock







Item out of Stock



Tag: Partial Delivery

Ask Dp to Pick and Deliver the order

Mark Partial Delivery From Runner





Item out of Stock



Check the Info with Mx, procced as per MX VOC






Item out of Stock



Ask Dp to Pick and Deliver the order






Item out of Stock



Call CX






Item out of Stock



Check Payment Status







Item out of Stock



Mark Partial Delivery(Runner) and refud the Partial Amount in LifeLine







Item out of Stock



Cancel the Order----> Item out of Stock







Item out of Stock



Cancel the Order----> Item out of Stock

Tag: Cx Refused Replacement





Pickup OTP


Tag:Pickup OTP

Check DP Locaiton





Pickup OTP QR Code Issue


Ask DP to Scan Package if QR Code is Not Provided

Image 1





Pickup OTP



Ask to Scan QR code from the MX

If QR code is not present, then Ask DP to Scan Bill and proceed further






Pickup OTP



Ask DP to reach MX location






Pickup OTP



Issue resolved and mention info in comments





Pickup OTP


Call MX once






Pickup OTP



Enquiry whether DP in Mx locaiton
And Why Mx unable to share OTP to DP

Share OTPto DP






Pickup OTP


Ask Dp to pass the phone to MX

Verify Pickup OTP with the MX






Pickup OTP



Enquiry whether DP in Mx locaiton
And Why Mx unable to share OTP to DP

Share OTPto DP






Pickup OTP



Share OTPto DP






Pickup OTP



Share OTPto DP






Drop OTP


Tag:Drop OTP

Check DP Locaiton





Drop OTP



Ask Dp to reach the Locaiton shown on the applicaiton
And ask the Rider to upload Food Image to complete the trip when Return Trip Not Visible in Lifeline.
Asked Dp to Upload any random image if Food is not with the DP







Drop OTP



Ask DP to reach MX location





Drop OTP



Share OTPto DP






unable to Mark Deliver


Tag:unable to Mark Deliver

Proactive Opening: Enachinga Delivery Mark Panna Mudiyalaya


Tag:Cx address mismatch

When Customer there is a address mismatch


Check DP Locaiton





unable to Mark Deliver



Check the Mode of Payment






unable to Mark Deliver



Mark DeliverUsing Runner

Verbiage:






unable to Mark Deliver



Call Cx







unable to Mark Deliver




Tag:Cx address mismatch

When Customer there is a address mismatch


Ask the Customer whether food has been delivered or Not?

Mark DeliverUsing Runner

Verbiage:






unable to Mark Deliver



Mark DeliverUsing Runner

Verbiage:






unable to Mark Deliver



Mark DeliverUsing Runner

Verbiage:






High order value



Tag: High Order value

Probe: Can the Items fit in 15x15 Bag?

Check Order value or Items:




High order value



Probe the DP to deliver the order on his own.
If he disagrees you can unassign the order under Personal emergency by informing the DP.





High order value



Unassign the Order in Personal Emergency

Convince DP to deliver the order without Buddy Rider as order amount is very less.
Assign a buddy rider if DP is adamant.





High-order-value


Convince Dp to deliver the order on his own.
If he disagrees then ask whether he needs a Cab or Buddy Rider

Cab Form







High-order-value


Convince Dp to deliver the order on his own.
If he disagrees then ask whether he needs a Cab or Buddy Rider

Cab Form







High-order-value



Tag: Auto Fare Addition and Dp self Booked

Ask Dp to Raise Ticket

Help Center
Auto Taxi Fare
Include a copy of bill or recipt in the ticket





High-order-value



Tag: Auto Fare Addition and Dp self Booked

Ask Dp to Raise Ticket

Help Center
Auto Taxi Fare
Include a copy of bill or recipt in the ticket





Met with accident


Tag: DP Met With Accident

Order Status :





Met with accident


Probe: Dp whether it is a major or minor Accident

Priotize Dp and show some empathy to the DP






Met with accident


Probe: Is the Food Damaged?







Met with accident


Reassign the Partner -->Dp Met with accident(Food is not Damaged)







Met with accident


Cancel the order -->Dp Met with accident(Food is Damaged)







Met with accident


If DP asks to inform the family,
Call twice and inform to the emergency Number.

Image 1 Image 2

Fill the SOS Form







Met with accident


Probe: Dp whether it is a major or minor Accident

Priotize Dp and show some empathy to the DP






Met with accident


Probe: Is the Food Damaged?







Met with accident


Reassign the Partner -->Dp Met with accident(Food is not Damaged)






Met with accident


Cancel the order -->Dp Met with accident(Food is Damaged)






Met with accident


If DP asks to inform the family,
Call twice and inform to the emergency Number.

Image 1 Image 2

Fill the SOS Form







Can't Deliver


Check the Issue type in Agent OS:





DP personal Emergency


Tag: DP personal Emergency

Order Status :







DP personal Emergency


Call MX





DP personal Emergency


Confirm Food in Mx place?






DP personal Emergency


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Unassign the Partner -->Personal Emergency






DP personal Emergency


Ask delivery partner to mark the order as picked first.






DP personal Emergency


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Unassign the Partner -->Personal Emergency






DP personal Emergency


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Reassign the Partner -->Personal Emergency






Dp Vehicle Breakdown


Proactive Opening:
Enachinga bike issue order aa delivery panna mudiyala?

Tag: Dp Vehicle Breakdown

Order Status :



Dp Vehicle Breakdown


Call MX






Dp Vehicle Breakdown


Confirm Food in Mx place?






Dp Vehicle Breakdown


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Unassign the Partner -->Bike Issue






Dp Vehicle Breakdown


Ask delivery partner to mark the order as picked first.






Dp Vehicle Breakdown


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Unassign the Partner -->Bike Issue






Dp Vehicle Breakdown


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Reassign the Partner -->Vehicle Breakdown






Strike


Tag: Can't Deliver due to Strike Issue

Order Status :



Strike


Call MX






Strike


Confirm Food in Mx place?






Strike


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Unassign the Partner -->Strike






Strike


Ask delivery partner to mark the order as picked first.






Strike


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Unassign the Partner -->Strike






Strike


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Reassign the Partner -->Strike






Road Block/Barricading


Tag: Can't Deliver due to Strike

Order Status :



Road Block/Barricading


Call MX







Road Block/Barricading


Confirm Food in Mx place?







Road Block/Barricading


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Unassign the Partner -->Road Block/Barricading

If Noise or Updates on Road Block Availble:  Cancel the Order






Road Block/Barricading


Ask delivery partner to mark the order as picked first.






Road Block/Barricading


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Unassign the Partner -->Road Block/Barricading

If Noise or Updates on Road Block Availble:  Cancel the Order






Road Block/Barricading


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Reassign the Partner -->Road Block/Barricading

If Noise or Updates on Road Block Availble:  Cancel the Order






Delay Due To Rain or Traffic


Tag: Delayed due to Rain/Traffic

Order Status :



Delay Due To Rain or Traffic


Call MX







Delay Due To Rain or Traffic


Confirm Food in Mx place?







Delay Due To Rain or Traffic


Verbiage:
Mazhai peiyuthu nu puriyuthu, Aana intha order ah deliver panna unagaluku "RAIN SURGE" add aagirum, So order ah delivery panna try pannunga.

Unassign the Partner -->Heavy Rain






Delay Due To Rain or Traffic


Ask delivery partner to mark the order as picked first.






Delay Due To Rain or Traffic


Verbiage:
Mazhai peiyuthu nu puriyuthu, Aana intha order ah deliver panna unagaluku "RAIN SURGE" add aagirum, So order ah delivery panna try pannunga.

Unassign the Partner -->Heavy Rain






Delay Due To Rain or Traffic


Verbiage:
Mazhai peiyuthu nu puriyuthu, Aana intha order ah deliver panna unagaluku "RAIN SURGE" add aagirum, So order ah delivery panna try pannunga.

Reassign the Partner -->Heavy Rain






Unsafe Area


Tag: Can't Deliver due to Unsafe Area Issue

Order Status :



Unsafe Area


Convince DP to deliver the order

Unassign the Partner -->Unsafe Area






Unsafe Area


Convince DP to deliver the order

Reassign the Partner -->Unsafe Area






Long Distance


Verbiage:

We would request you to please deliver this order. An amount will be added to your weekly payout for the distance as per your eligibility.
We have also flagged it for payout from our end.

Probe DP which locaiton is Far







Long Distance


Tag: Long Distance

For Payout Verbiage







Long Distance


Tag: Long Distance
Ask Dp to deliver the order






Long Distance


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Reassign the Partner -->Personal Emergency







Long Distance


Tag: Long Distance
Ask Dp to deliver the order






Long Distance


Tag: Long Distance

For Payout Verbiage







Long Distance


Verbiage:
Indha order reassign seidhal Ungaloda offer earnings il idhu impact agalam.ungaloda issue genunie ah irutha oru ticket raise pannikongu ithu unga denial la charge aagathu.

Reassign the Partner -->Long Distance







Long Distance


Tag: Long Distance

Approved Radius is Bike 20km

EV 12KM

Cycle 8KM






Long Distance


Tag: Long Distance
Ask Dp to deliver the order







Long Distance


Tag: Long Distance
Ask Dp to deliver the order






Long Distance


Order Status :







Long Distance


Unassign the Partner -->Long Distance







Long Distance


Cancel or Reassign the Partner -->Long Distance







Long Distance


Tag: Long Distance
Covice DP to deliver the order







Long Distance


Issue resolved ask DP to deliver the order





Long Distance


Inform Dp that Cancellation will be done on the DP bucket
If Issue presists
Raise ticket :   Cancellation and FND
Ask the Dp to reach their TL.

Reassign or cancel the Partner -->Long Distance







Non Order Call


Tag: Non Order Call



T-Shirt/Bag


Ask Dp to move to Hotspots

Guide the Delivery Partner to raise ticket by following the below mentioned steps:
Tap → Help Center

Open Bag/T-Shirt/Raincoat Center

Tap T-shirt/bag not received





Less Order


Ask Dp to move to Hotspots

Turn on and off the network
Clear cache and app data from the settings.

Share the Video Link With Dp

Tap To Copy





Long Distance Return Pay


Ask Dp to Raise Ticket

Image 1

Screen Shot Link to Share with DP

Tap To Copy



Order Pay


Ask Dp to Raise Ticket

Image 1

Screen Shot Link to Share with DP

Tap To Copy



Ticket Already Raised


Sir, we have forwarded your request to the concerned team. If your are eligible, the extra amount will be added to your weekly payout.

Ticketing Escalations Form




Cash Limit Breached


Image 1

Ask Dp to Check the Screenshot and Deposit the balance

Screen Shot Link to Share with DP

Tap To Copy



Order Snatched


Enquiry He/She is Ok?

Probe DP Who snatched the order





Order Snatched


Tag:Cx denying Order

Call cx







Order Snatched


Ask Cx to Pay cash for the order







Order Snatched


Ask Dp to mark deliver






Order Snatched


Verbiage:
Delivery partner and Resturant has so much effort to prepare and deliver the order
Cancelling the order would be lead wastage of effort and food.
And this is notEncourage by Zomaoto
Cancelling of this order would lead to block of COD option.

Cancel -->Order Snatched or SOS concern







Order Snatched


Ask Dp to pass the phone to cx







Order Snatched


Ask Cx to Pay cash for the order







Order Snatched


Cancel -->Order Snatched or SOS concern







Order Snatched


Tag: Order Snatched by Dp

Call cx







Order Snatched


Confirm Whether order recived or Not?







Order Snatched


Mark Deliver in Runner
Ask DP to raise Ticket
Cash Limit wrongly Debited






Order Snatched


Cancel -->Order Snatched or SOS concern







Order Snatched


Ask Dp to pass the phone to Dp







Order Snatched


Confirm Whether order recived or Not?







Order Snatched


Cancel -->Order Snatched or SOS concern







Order Snatched


Tag: Order Snatched by Stranger

Call cx







Order Snatched


Confirm Whether order recived or Not?







Order Snatched


Mark Deliver in Runner
Ask DP to raise Ticket
Cash Limit wrongly Debited






Order Snatched


Cancel -->Order Snatched or SOS concern







Order Snatched


Ask DP to pass the phone to Stranger







Order Snatched


Confirm Whether order recived or Not?







Order Snatched


Cancel -->Order Snatched or SOS concern







Mx/Cx Threat


Verbiage
We completely understand your situation and are sorry to hear about it. Please be assured that we will escalate your complaint to the relevant team for further investigation.





Mx Threat


Tag: MX Physically Assualted DP
If Mx assulated the DP
Tag: MX Threatned/Abusive DP
If Mx Abusive to the DP

Call MX







Cx Threat



Unassign the Order in Personal Emergency

Ask DP to move forward with upcoming Order and comments as #mx/cx threat
And Convey about SOS Option to the DP.

Fill The Form






Mx Threat


Confirm Whether Order is Picked by DP or Not?






Mx Threat



Unassign the Order in Personal Emergency

Ask DP to move forward with upcoming Order and comments as #mx/cx threat
And Convey about SOS Option to the DP.

Fill The Form






Mx Threat


Ask Dp to Mark Pickup
Ask DP to move forward with upcoming Order and comments as #mx/cx threat
And Convey about SOS Option to the DP.

Reassign/Cancel the Order in Personal Emergency

Fill The Form






Mx Threat



Unassign the Order in Personal Emergency

Ask DP to move forward with upcoming Order and comments as #mx/cx threat
And Convey about SOS Option to the DP.

Fill The Form






Cx Threat







Mx Threat







Mx Threat







Mx Threat







QR Payment



Tag: Cx Denying Order
Tag: COD QR Payment Issue
Check Transaction Details




QR Payment



Inform DP to deliver the Order
Mark Deliver





QR Payment


Call Cx







QR Payment


Inform customer that the payment is not received on Zomato's platform.

If amount debited it would be refunded to the source account
Ask Cx to Pay Again






QR Payment



Verbiage
There is much efforts involved by restuarant and delivery partner.
If the order is cancelled, then food and efforts would be wasted and zomato doesnot encourge this. I humbly request you to accept the order.

Cancelling of the order would be block of COD option. And in future would be able place by Paying the amount.

If Cx Adamant Cancel the order in CDO Bucket as per VOC of Cx.






QR Payment


Inform DP to deliver the Order
Mark Deliver





QR Payment


Ask DP to Pass the Phone







QR Payment


Inform customer that the payment is not received on Zomato's platform.

If amount debited it would be refunded to the source account
Ask Cx to Pay Again






QR Payment


Check Call logs
Cx asked to cancel the order-->Cancel the Order
No conclusion on call--->Treat as CDO Process Further

Check EDT







QR Payment


Ask DP to wait &
Share a Exact Time to wait





QR Payment


Cancel the order in CDO Bucket as per VOC of CX/DP.







CNR


Tag:Cx not Reachable or Responding

Probe: Whether Dp found the Door step or Not?





CNR


Proactive Opening

COD- Check pannumbothu customer unga call attend panalanu puriyudhu.
Prepaid- Check pannumbothu customer call attend panalanu puriyudhu. Ungaluku "Leave at door option" use panna edhavadhu issue irukka?

Check Order Payment Status







CNR


Ask DP to Knock the Door Bell

Check Call logs







CNR


Call Cx







CNR


Make con call with cx

Ask Dp to deliver the order






CNR


Probe:

Did you Knocked the Door the Customer?
Customer Oda Calling bell illana door aa knock pani pathigala

Check Trigger+20 and EDT+15 and which ever is Lower








CNR


Cancel the order in Customer Not Responding







CNR


Ask Dp to wait till the time.







CNR


Check Trigger+20 and EDT+15 and which ever is Lower








CNR


Cancel the order in Customer Not Responding







CNR


Ask Dp to wait till the time.







CNR


Ask DP to Ring Door Bell

Check Call logs







CNR


Call Cx







CNR


Make con call with cx

Ask Dp to deliver the order






CNR


Ask DP to Follow Leave at door step







CNR


Ask DP to Follow Leave at door step

Leave at Door Step Link(Don't Share With DP)

Tap To Copy







CNR


Check EDT+20








CNR


Cancel the order in Customer Not Responding







CNR


Ask Dp to wait till the time.







CNR No-Failure


Ask DP to Follow Leave at door step







CNR


Ask DP to Follow Leave at door step

Leave at Door Step Link(Don't Share With DP)

Tap To Copy







CNR No-Failure


Check Trigger+20 and EDT+15 and which ever is Lower








CNR


Ask Dp to wait till the time.







CNR


Cancel the order in Customer Not Responding







CNR


Check Order Payment Status







CNR


Call Cx







CNR


Make con call with cx

Ask Dp to deliver the order






CNR


Probe:

Did you Knocked the Door the Customer?
Customer Oda Calling bell illana door aa knock pani pathigala

Check EDT+15








CNR


Cancel the order in Customer Not Responding







CNR


Ask Dp to wait till the time.







CNR


Check EDT+15








CNR


Cancel the order in Customer Not Responding







CNR


Ask Dp to wait till the time.







CNR


Call Cx







CNR


Make con call with cx

Ask Dp to deliver the order






CNR


Ask DP to Follow Leave at door step







CNR


Ask DP to Follow Leave at door step

Leave at Door Step Link(Don't Share With DP)

Tap To Copy







CNR


Check EDT+20








CNR


Cancel the order in Customer Not Responding







CNR


Ask Dp to wait till the time.







CNR


Ask DP to Follow Leave at door step







Customer Denying Order


Tag:Cx Denying Order

If customer Selected Don't want to cancel the orderin IVR:
Greeting!(old flow) Zomato support -la irundhu [Agent Name] pesuren, Naan pesradhu [DP name] & order num **** CX order cancel seiya soldranganu support reach panirukinga, Check pannumbothu customer order cancel seiya vendamnu ivr il select panirukanga, Adhanala Order delivery pannunga.
If IVR Blank:
Greeting! Zomato support -la irundhu [Agent Name] pesuren, Naan pesradhu [DP name] & order num **** Check pannumpothu neenga CX order cancelation Sammanthagava support la reach panni irukinga

Check IVR Call logs:





Customer Denying Order


Paraphrase the IVR in Opening







Customer Denying Order


Why Cx asked to Cancel the order?

Call Cx







Customer Denying Order


Probe: Why we want to cancel the order/ Reason for cancellation?








Customer Denying Order


Ask DP to deliver the order







Customer Denying Order


Ask DP to deliver the order







Customer Denying Order


Probe: Why we want to cancel the order/ Reason for cancellation?


FOOD SAVING:

Indha order deliver partner thoorathilirunthu kondu vanthu irukanga, Order-ah cancel panrathu naala food-uhm waste aagum, ithai ZOMATO aatharikathu. So please intha order ah accept pannikiringala?

COD BLOCK Verbiage:

Intha order-ah cancel panrathu naala ungalooda COD option block aagum and penalized aagalam. So please intha order ah accept pannikiringala?

IF Order is Batched or 10mins Delayed

PROMO GENERATION Verbiage:

restaurant & delivery partner oda effort waste aagama iruka, Neenga order-a accept pannina, oru one-time exception aaga, ₹100 promo code unga Zomato account-la add panniduvom. Adha neenga unga next order-la use pannalaam.







Customer Denying Order


Probe: Why we want to cancel the order/ Reason for cancellation?



Cancel the order As per VOC







Customer Denying Order


Ask Dp to pass the phone to Cx







Customer Denying Order


Probe: Why we want to cancel the order/ Reason for cancellation?


FOOD SAVING:

Indha order deliver partner thoorathilirunthu kondu vanthu irukanga, Order-ah cancel panrathu naala food-uhm waste aagum, ithai ZOMATO aatharikathu. So please intha order ah accept pannikiringala?

COD BLOCK Verbiage:

Intha order-ah cancel panrathu naala ungalooda COD option block aagum and penalized aagalam. So please intha order ah accept pannikiringala?

IF Order is Batched or 10mins Delayed

PROMO GENERATION Verbiage:

restaurant & delivery partner oda effort waste aagama iruka, Neenga order-a accept pannina, oru one-time exception aaga, ₹100 promo code unga Zomato account-la add panniduvom. Adha neenga unga next order-la use pannalaam.







Customer Denying Order


Check Call logs or Chat option

Whether Cx asked to Cancel the order.






Customer Denying Order



Cancel the order As per VOC







Customer Denying Order


Check EDT







Customer Denying Order



Cancel the order
Customer requested Cancellation---->Order not required anymore






Customer Denying Order



Ask Dp to wait







Wrong User Address


Proactive Opening:
Check pannumbothu customer location wrong ah iruku nu puriyuthu, App-la help section il wrong user address option select panni CX ku puthiya location update seiya notification send paningla?

Check Address and probe the DP





Cannot Find Cx Address


Tag: Cannot Find Cx Address

When Address has all information

Probe:
Whether Chat option is Used to communcicate?
Does Partner got help from other people to Locate the Address?

Call Cx







Cannot Find Cx Address


Inform Chat Option to Cx.

Make Con call with cx

Ask DP to deliver the Order






Cannot Find Cx Address


Check EDT+15 and Arrived+15(Which ever is greater)






Cannot Find Cx Address


Cancel the order under Customer Not responding







Cannot Find Cx Address


Ask DP to wait







Incomplete Cx Address


Tag: Incomplete Cx Address

When Address has partial information

Probe:
Whether Chat option is Used to communcicate?
Does Partner got help from other people to Locate the Address?

Call Cx







Incomplete Cx Address


Inform Chat Option to Cx.

Make Con call with cx

Ask DP to deliver the Order






Incomplete Cx Address


Check EDT+15 and Arrived+15(Which ever is greater)






Incomplete Cx Address


Cancel the order under Customer Not responding







Incomplete Cx Address


Ask DP to wait







Railway Station Address


Tag: Train Order

When Address is Railway station without IRCTC Tag.

Call Cx







Railway Station Address


Inform Chat Option to Cx.

Make Con call with cx and Ask to collect the order--> Outside Railway Station.






Railway Station Address


Ask DP to wait and deliver the order







Railway Station Address


Cancel the order
    Cx requested Cancellation--->Selected Wrong Address


Inform Cancellation Policy To Cx





Railway Station Address


Cancel the order under Train Delay







Railway Station Address


Check EDT+15 and Arrived+15(Which ever is greater)






Railway Station Address


Cancel the order under Customer Not responding







Railway Station Address


Ask DP to wait







Customer Address Mismatch


Tag:Customer Address Mismatch

Probe: Whether Dp found the Door step or Not?





Customer Address Mismatch


Probe: Whether Chat option is Used to communcicate?

Call Cx







Customer Address Mismatch


Ask Cx to Share Live Location in Chat Option

Check Devation

Bike:  20km  EV: 12km  Cycle: 8km






Customer Address Mismatch


Check Devation







Customer Address Mismatch


Ask Dp to deliver the order



If Location Shared by CX:
"Your payout is automatically updated- which you can also see on your Trip Summary page after the delivery and extra amount will be refected in weekly Payout."







Customer Address Mismatch


Reassign the order in Personal emergency








Customer Address Mismatch


Cancel the order under Customer address mismatch


Inform Cancellation policy to Cx





Customer Address Mismatch


Probe:
Whether DP asked Neighbour to identify the cx?
Check EDT+15 and Arrived+15(Which ever is greater)






Customer Address Mismatch


Cancel the order under Customer Not responding







Customer Address Mismatch


Probe:
Whether DP asked Neighbour to identify the cx?

Ask DP to wait







Customer Address Mismatch


Proactive opening to the cx and ask about whether update of address option share to cx?


Probe: Whether Chat option is Used to communcicate?

Call Cx







Customer Address Mismatch


Ask Cx to update the address in Application.







Customer Address Mismatch


Ask Cx to Share Live Location in Chat Option

Bike:  20km  EV: 12km  Cycle: 8km






Customer Address Mismatch


Ask Cx to Share Live Location in Chat Option

We request you to deliver the order.When the CX shares the location in the chat,
your payout is automatically updated, which you can also see on your Trip Summary page after the delivery.







Customer Address Mismatch


Cancel the order in Customer Address Mismatch


Inform Cancellation policy to Cx





Customer Address Mismatch


Reassign the order in Personal Emergency

Verbiages:
The order reassigment might lead to impact of offer earning.
Intha Order reassign sencha offer earning impact agalam







Customer Address Mismatch


Ask Dp to Deliver the order.







Customer Address Mismatch


Ask Dp to wait and convey Cx is updating the Address.







Customer Address Mismatch


Check EDT+15 and Arrived+15(Which ever is greater)






Customer Address Mismatch


Probe:
Whether DP asked Neighbour to identify the cx?

Cancel the order under Customer Not responding







Customer Address Mismatch


Probe:
Whether DP asked Neighbour to identify the cx?

Ask DP to wait







Airport Address


Tag: Cannot Find Cx Address
Probe:
Whether Chat option is Used to communcicate?

Call Cx







Airport Address


Request the Cx to come out side and take the order







Airport Address


Ask DP to wait and deliver the order







Airport Address


Cancel the order
    Cx requested Cancellation--->Selected Wrong Address


Inform Cancellation Policy To Cx





Airport Address


Check EDT






Airport Address


Cancel the order
Customer requested cancellaiton-->Selected Wrong Address







Airport Address


Ask DP to wait







Different City Address


Tag: Cx address mismatch
Probe:
Whether Chat option is Used to communcicate?

Call Cx







Different City Address


Inform Cancellaiton policy to the cx

Cancel the order in Cx address mismatch






Different City Address


Check EDT+15 and Arrived+15(Which ever is greater)






Different City Address


Cancel the order under Customer Not responding







Different City Address


Ask DP to wait







TAT



How Zomato Works?






How to be a Good DP IB Agent ?






Calling Guidlines



Time Calculator


Calculator 1


Results:

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Calculator 2


Results:

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AHT Calculator


Call Data Input

Session AHT: 0 s
Call AHT: 0 s
Rejection %: 0%
Short Call %: 0%
Repeat %: 0%
Calls for 15% Rej.: 0
Session ID Order ID Concern City Opening Time Closing Time Call AHT (s) Session AHT (s) Rejected Option Repeat Actions


Comments





HWT


Comments:


Link Shared

Tap To Copy

Waiting Time Not Over

Tap To Copy

Mx connected/Agree to wait

Tap To Copy

Mx connected/Refuse to wait

Tap To Copy

Mx not connected/Agree to wait

Tap To Copy

Mx not connected/Refuse to wait

Tap To Copy







OPAR


Comments:


Mx agree to Dispatch Again

Tap To Copy

Mx refuse to dispatch

Tap To Copy

Mx NR/Wait time Not over

Tap To Copy

Mx NR/Wait time over

Tap To Copy

Previous Dp NR

Tap To Copy





Outlet Closed


Comments:


Outlet closed/Mx confirmed outlet closed/Order cancel

Tap To Copy

Outlet closed/Mx confirmed outlet open

Tap To Copy

Outlet closed/Mx NR/Order cancel

Tap To Copy
Tap To Copy





IOOS


Comments:


IOOS/Cx accepted replacement

Tap To Copy

IOOS/Cx Refused replacement

Tap To Copy

IOOS/Cx Refused replacement/Partial delivery

Tap To Copy

IOOS/Replacement Not avaible

Tap To Copy

IOOS/Cx NR

Tap To Copy

IOOS/Cx NR/Partial Delivery

Tap To Copy

IOOS/Mx NR/KPT not over

Tap To Copy

IOOS/Mx NR/KPT over

Tap To Copy





UFMA-IMA


Comments:


IMA-UFMA/MX guided Dp

Tap To Copy

IMA/UFMA/MX NR/KPT+5 not over

Tap To Copy

IMA/UFMA/MX NR/KPT+5 over/Order Cancelled

Tap To Copy

IMA/DP agree to deliver to revised location

Tap To Copy

IMA/DP Refuse to deliver to revised location

Tap To Copy





Mx Refusing to Give Order


Comments:


MRGO/Mx connected/Agree to Dispatch

Tap To Copy

MRGO/Mx connected/Refuse to dispatch

Tap To Copy

MRGO/Mx not connected/KPT+5 not over

Tap To Copy

MRGO/Mx not connected/KPT+5 over

Tap To Copy
Tap To Copy





Poor Packaging








Poor Packaging


Comments:


Poor packaging/Mx agree

Tap To Copy

Poor packaging/Mx agree

Tap To Copy

Poor packaging/Mx not connected

Tap To Copy







Poor Packaging


Comments:


Poor packaging//Imaged verfied

Tap To Copy

Poor packaging//Imaged notverfied

Tap To Copy

Poor packaging//Imaged not shared

Tap To Copy







Pickup OTP








Pickup OTP Old Flow


Comments:


Pickup OTP/Within 100m

Tap To Copy

Pickup OTP/Over 100

Tap To Copy

Pickup OTP/Dp adamant/Mx connected

Tap To Copy

Pickup OTP/Dp adamant/Mx not connected

Tap To Copy







Pickup OTP New Flow


Comments:


Pickup OTP/New Flow

Tap To Copy

Pickup OTP/New Flow/No QR code

Tap To Copy







Drop OTP


Comments:








Drop OTP


Comments:


Drop OTP/Within 100m

Tap To Copy

Drop OTP/Over 100

Tap To Copy

No Food with Dp

Tap To Copy







Drop OTP


Comments:


Reached POI

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Not Reached POI

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No Food with Dp

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Can't Deliver


Comments:


Mx confirmed Food not Picked/Order Unassgined

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Mx NR/Order Unassgined

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Dp Agree to Deliver

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Long Distance/Unassigned the order

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Long Distance/Agree to Deliver

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Post Pickup/Reassigned the order

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Post Pickup/Cancelled the order

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UAMD


Comments:


10:00PM-06:00AM/Marked Delivery

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UAMD


Comments:


Cx confirmed deliver/Marked Deliver

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Cx NR/Marked Deliver

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Cx Unable to confirmed/Marked Deliver

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Cx stated FND/Made con call

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Met with Accident


Comments:








Met with Accident


Comments:


Prepickup/unable to deliver

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Prepickup/agree to deliver

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Post Pickup/Food not damaged/Agree to deliver

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Post Pickup/Food damaged/unable to deliver

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Met with Accident


Comments:


Prepickup/unable to deliver

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Post Pickup/unable to deliver

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High Order Value


Comments:


Buddy Rider Not required

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Buddy rider Assigned

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Cab Form Filled

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Cx Denying Order


Comments:


Cx Accepted the order

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Cx Refuse to accept the order

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Cx Accepted the order with Coupon

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Cx Refuse to accept the order after pitching the coupon

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Cx NR/Asked to cancel the order in call logs or chat

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Cx NR/EDT not over

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Cx NR/EDT over

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QR Payment Issue


Comments:


Success

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QR Payment Issue


Comments:


Cx Agree to Pay

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Cx refuse to Pay/Food with Dp/Order Cancelled

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Cx refuse to Pay/Food with Cx/Order Cancelled

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Wrong User Address


Comments:








Customer Address Mismatch


Comments:


New Flow/Cx agree to Update

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Cx Unable to Update/Agree to Share Locaiton on chat/Within in Limit

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Agree to Share Locaiton on chat/Over the Limit

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Cx NR/Wait time not over

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Cx NR/Wait time over

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Dp refuse to deliver

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Cannot Find Cx Address


Comments:


Made con call

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Cx NR/Wait time Not over

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Cx NR Wait time over

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Incomplete Cx Address


Comments:


Made con call

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Cx NR/Wait time Not over

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Cx NR Wait time over

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Customer Not Responding


Comments:








Customer Not Responding


Comments:


Cx connected

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New Flow/Cx NR/Wait time Not over

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New Flow/Cx NR Wait time Over

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Old Flow/Cx NR/Wait time Not over

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Old Flow/Cx NR Wait time Over

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Customer Not Responding


Comments:


Agree to collect the order

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Cx NR/Guard or Leave at door step Followed

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Cx NR/Wait time Not over

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Cx NR Wait time over

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