Share a feedback shared to Mx reg FOR Mark

Incase merchant call get connected as per SOP.

Check Node or Reassigment History

First DP/Old Node

Second DP

Automation Flow(How it works on DP App)

Get Trip Summary From Runner.

Get Trip Summary From Runner.

HWT Trip Summary Link

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

Check Reassignment Status

Reassigned Other than HWT

Reassigned Under HWT

Get Trip Summary From Runner.

HWT Trip Summary Link

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

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

Not Over

Over

Ask Dp to wait and Share Exact Time to Wait

Call MX

---

Connected

Not Connected

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.

Dp agree to Wait

Dp Refuse to Wait

Unassign the Order in High wait time at Restuarant

---

Thanks DP for waiting and Close the Call

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

Mx restricted location

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.

Dp agree to wait

Dp refuse to wait

Thank Delivery Partner for the Waiting and Close the Call.

Unassign in Resturant Delaying the order

---

Verbiage:

---

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.

Dp agree to wait

Dp refuse to wait

Thank Delivery Partner for the Waiting and Close the Call.

Unassign in Resturant Delaying the order

---

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.

Dp agree to wait

Dp refuse to wait

Thank Delivery Partner for the Waiting and Close the Call.

Unassign in Resturant Delaying the order

---

Share a feedback shared to Mx reg FOR Mark

Incase merchant call get connected as per SOP.

Check KPT+15

Not Over

Over

KPT+30 Over

Call MX once

---

Connected

Not Connected

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.

Dp agree to Unassign

Dp Disagree to Unassign

Unassign the Order in High wait time at Restuarant

---

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.

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

Enquiry about when the order would be dispatched

---

Dp agree to Unassign

Dp Agree to wait

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.

Unassign in Resturant Delaying the order

---

Verbiage:

---

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.

Ask DP to wait &
Share a Exact Time to wait

---

Dp agree

Dp Disagree

Asked Dp to wait

---

Unassign in Personal emergency

---

Verbiage:

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

---

Call MX once

---

Connected

Not Connected

Enquiry about when the order would be dispatched

---

Dp agree to wait

Dp Disagree to wait

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.

Back
Home

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.

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

Enquiry about when the order would be dispatched

---

Dp agree to wait

Dp Disagree to wait

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.

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.

Back
Home

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.

Probe:Whether shutter fully closed or partially open.

Call Mx

Connected

Not Connected

Enquiry whether outlet open or Not

---

Confirmed outlet is closed

Cofirmed outlet is open

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

COnnect a con call between Mx and DP

Ask to Dp to Pick and deliver the order

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."

Below 100M

Above 100M

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."

Ask DP to reach Mx Location and then Reach Support.

When a feedback shared to Mx reg FOR Mark

Call MX

---

Connected

Not Connected

Confirm with Mx, Is the Address correct or Incorrect?

Address correct

Address Incorrect

Make Con call with MX and DP

Ask DP to Deliver the Order

Make Con call with MX and DP

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

Ask DP to Deliver the Order

Dp agree

Dp Refuses

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.

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.

Check KPT+5

Not Over

Over

Cancel the Order in Wrong Resturant Address

Ask DP to wait &
Share a Exact Time to wait

---

Check Order pickup Status :

Prepickup

Post pickup

Call Mx

Connected

Not Connected

Ask Mx to change the Package without any Damgage.

Agree

Not Agree

Ask DP to Pick and Deliver the order

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.

Ask DP to pass the Phone

Connected

Not Connected

Unable to pass the phone

Ask Mx to change the Package without any Damgage.

Agree

Not Agree

Ask DP to Pick and Deliver the order

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.

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.

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.

Probe: How the order was Damaged

Dp Damanged Order

Order was Damaged from the mx

Ask DP to share Images

Images Shared/Verfied

Images Not Shared/Not verfied

Ask DP to share Images

Images Shared/Verfied

Images Not Shared/Not verfied

Ask DP to share a clear image or reach support when image is aviable.

Inform DP that the cancellation of this order might be counted in his bucket.

Cancel the order --> Order Damaged by DP

Ask DP to share a clear image or reach support when image is aviable.

Cancel the order --> Poor Packaging

Check Customer Karma

Iron

Gold/Silver/Bronze/New

Call Cx

Connected

Not Connected

Ask Cx to Reach CD chat

Agree

Not Agree

Ask DP to Deliver the order

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

Check EDT+10

Over

Not Over

Check Packaging Issue Tag applied already

If Applied cancel the order in Poor Packaging

Ask DP to wait till the time is over.

Share exact Time to the DP

Call Cx

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

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

TAT

Probe: Why Mx refuse to give Order?

Merchant Device Issue

Electricity Issue

No staff/Kitchen Issue

Discontinued Zomato Service

Unhappy/Billing/Payment Issue

Dp behaviour

No Reason Shared

Order Dispatched to Another Delivery Partner

When a feedback shared to Mx reg FOR Mark

Call MX

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

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

Agree

Refuses

Ask DP to Deliver the Order

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

Comments: #merchant Device Issue

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

Agree

Refuses

Ask DP to Deliver the Order

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

Comments: #merchant Device Issue

Check KPT+5

Not Over

Over

Cancel the Order in Kitchen Is Full

Ask DP to wait &
Share a Exact Time to wait

---

When a feedback shared to Mx reg FOR Mark

Call MX

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

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

Agree

Refuses

Ask DP to Deliver the Order

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

Comments: #merchant Electricity Issue

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

Agree

Refuses

Ask DP to Deliver the Order

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

Comments: #merchant Electricity Issue

Check KPT+5

Not Over

Over

Cancel the Order in Kitchen Is Full

Ask DP to wait &
Share a Exact Time to wait

---

When a feedback shared to Mx reg FOR Mark

Call MX

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

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

Agree

Refuses

Ask DP to Deliver the Order

Cancel the order ---> Kitchen Is Full

Comments: #merchant Kitchen Issue

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

Agree

Refuses

Ask DP to Deliver the Order

Cancel the order ---> Kitchen Is Full

Comments: #merchant Kitchen Issue

Check KPT+5

Not Over

Over

Cancel the Order in Kitchen Is Full

Ask DP to wait &
Share a Exact Time to wait

---

When a feedback shared to Mx reg FOR Mark

Call MX

---

Connected

Not Connected

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

Agree

Refuses

Ask DP to Deliver the Order

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

Comments: #merchant Mall Entry Issue

Check KPT+5

Not Over

Over

Cancel the Order in Incorrect Menu or Restuarant Details

Ask DP to wait &
Share a Exact Time to wait

---

When a feedback shared to Mx reg FOR Mark

Call MX

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

Probe: Will they able to dispatch the order?

Agree

Refuses

Ask DP to Deliver the Order

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

Comments: #merchant Billing Issue

Probe: Will they able to dispatch the item ?

Agree

Refuses

Ask DP to Deliver the Order

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

Comments: #merchant Biling Issue

Check KPT+5

Not Over

Over

Cancel the Order in Kitchen Is Full

Ask DP to wait &
Share a Exact Time to wait

---

When a feedback shared to Mx reg FOR Mark

Call MX

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

Probe: Will they able to dispatch the order?

Agree

Refuses

Ask DP to Deliver the Order

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

Comments: #merchant Discontinued Service

Probe: Will they able to dispatch the item ?

Agree

Refuses

Ask DP to Deliver the Order

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

Comments: #merchant Biling Issue

Check KPT+5

Not Over

Over

Cancel the Order in Kitchen Is Full

Ask DP to wait &
Share a Exact Time to wait

---

When a feedback shared to Mx reg FOR Mark

Call MX

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

Probe: Convince Mx to give Order?

Agree

Refuses

Ask DP to Deliver the Order

Reassign the order ---> Personal Emergency

Reassigning of Order could affect Daily earining and Offer.

Probe: Convince MX to dispatch the Order ?

Agree

Refuses

Ask DP to Deliver the Order

Reassign the order ---> Personal Emergency

Reassigning of Order could affect Daily earining and Offer.

Check KPT+5

Not Over

Over

Reassign the Order in Personal Emergency

Reassigning of Order could affect Daily earining and Offer.

Ask DP to wait &
Share a Exact Time to wait

---

When a feedback shared to Mx reg FOR Mark

Call MX

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

Probe: Convince Mx to give Order?

Agree

Refuses

Ask DP to Deliver the Order

Cancel the order ---> Kitchen is Full

Probe: Convince MX to dispatch the Order ?

Agree

Refuses

Ask DP to Deliver the Order

Cancel the order ---> Kitchen is Full

Check KPT+5

Not Over

Over

Cancel the order ---> Kitchen is Full

Ask DP to wait &
Share a Exact Time to wait

---

Check Delivery Partner Assignment Status

---

No other Assigned

Partner Reassignement Visible

Buddy Rider

Call MX

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

Probe: Convince Mx to give Order?

Agree

Refuses

Ask DP to Deliver the Order

Call Cx

---

Connected

Not Connected

Confirm with Cx

---

Food Received

Food Not Received

Mark Delivery from Runner

---

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

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

---

Aplogize and Inform Cancellation to the Cx with TAT

TAT

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

---

Check KPT+5

Over

Not Over

Ask DP to wait &
Share a Exact Time to wait

---

Call Cx

---

Connected

Not Connected

Confirm with Cx

---

Food Received

Food Not Received

Mark Delivery from Runner

---

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

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

---

Aplogize and Inform Cancellation to the Cx with TAT

TAT

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

---

Call Buddy Rider Twice

---

Connected

Not Connected

Confirm What Happened to with the Food

---

With the Buddy Rider

Not With the Buddy Rider

Ask DP1 to mark deliver with coordinaton with Buddy Dp

---

Call MX

---

Connected

Not Connected

Call MX

---

Connected

Not Connected

Call Mx

---

Connected

Not Connected

Confirm What Happened to with the Food

---

With the another-dp Rider

Not With the another-dp Rider

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

---

Call cx

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Verify Merchant OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

Probe: Convince Mx to give Order?

Agree

Refuses

Probe: Convince Mx to give Order?

Agree

Refuses

Ask DP to Deliver the Order

Confirm with Cx

---

Food Received

Food Not Received

Mark Delivery from Runner

---

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

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

---

Aplogize and Inform Cancellation to the Cx with TAT

TAT

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

---

Check KPT+5

Not Over

Over

Ask DP to wait &
Share a Exact Time to wait

---

Confirm What Happened to with the Food

---

With the another-dp Rider

Not With the another-dp Rider

When a feedback shared to Mx reg FOR Mark

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

Call MX

---

Connected

Not Connected

Ask Dp to pass the phone to MX

---

Connected

Not Connected

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.

Replacement Avaible

Replacement Not Avaible

Already Spoke with CX

Check KPT

Not Over

Over

Ask DP to wait &
Share a Exact Time to wait

---

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

---

Aplogize and Inform Cancellation to the Cx with TAT

TAT

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.

Replacement Avaible

Replacement Not Avaible

Already Spoke with CX

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

---

Aplogize and Inform Cancellation to the Cx with TAT

TAT

Call CX

Connected

Not connected

Check Payment Status

Online Order

Cash Order

Check Payment Status

Online Order

Cash Order

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

---

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

---

Convey the Info to the CX and Connect Call with MX

Cx accepted Replacement

Cx accepted Partial Delivery

Cx refused replacement

Ask Dp to Pick and Deliver the order

---

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

---

Aplogize and Inform Cancellation to the Cx with TAT

TAT

Ask Dp to Pick and Deliver the order

Mark Partial Delivery From Runner

Check the Info with Mx, procced as per MX VOC

Cx accepted Replacement

Cx refused replacement

Ask Dp to Pick and Deliver the order

---

Call CX

Connected

Not connected

Check Payment Status

Online Order

Cash Order

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

---

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

---

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

---

Check DP Locaiton

Within 100m

Over 100m

QR Code Issue

Ask DP to Scan Package if QR Code is Not Provided

---

Ask to Scan QR code from the MX

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

Ask DP to reach MX location

---

Dp agree to reach locaiton

Dp admant stating he is in mx locaiton

Issue resolved and mention info in comments

---

Call MX once

---

Connected

Not Connected

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

---

Share OTPto DP

Ask Dp to pass the phone to MX

---

Verify Pickup OTP with the MX

---

Connected

Not Connected(If unable to verfiy OTP)

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

---

Share OTPto DP

Share OTPto DP

Share OTPto DP

Check DP Locaiton

Within 100m

Over 100m

New Flow

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

Ask DP to reach MX location

---

Share OTPto DP

Proactive Opening: Enachinga Delivery Mark Panna Mudiyalaya

When Customer there is a address mismatch

Check DP Locaiton

06AM to 10PM

10PM to 06AM

Check the Mode of Payment

---

Cash Order

Prepaid Order

Mark DeliverUsing Runner

Verbiage:

Call Cx

Connected

Not Connected

When Customer there is a address mismatch

Ask the Customer whether food has been delivered or Not?

Mark DeliverUsing Runner

Verbiage:

Mark DeliverUsing Runner

Verbiage:

Mark DeliverUsing Runner

Verbiage:

Probe: Can the Items fit in 15x15 Bag?

Check Order value or Items:

Order Value less than 400

Order Value 400 to 1000

Order Value is higher than 2000 and more than 7 items

Pizza Order

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.

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.

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

Cab Form

DP Booked Cab

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

Cab Form

DP Booked Cab

Ask Dp to Raise Ticket

Help Center
Auto Taxi Fare

Include a copy of bill or recipt in the ticket

Ask Dp to Raise Ticket

Help Center
Auto Taxi Fare

Include a copy of bill or recipt in the ticket

Order Status :

---

Pre Pickup

Post Pickup

Probe: Dp whether it is a major or minor Accident

---

Priotize Dp and show some empathy to the DP

Minor

Major

Probe: Is the Food Damaged?

---

Damaged

Not Damaged

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

---

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

---

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

---

Fill the SOS Form

Probe: Dp whether it is a major or minor Accident

---

Priotize Dp and show some empathy to the DP

Minor

Major

Probe: Is the Food Damaged?

---

Damaged

Not Damaged

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

---

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

---

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

---

Fill the SOS Form

Check the Issue type in Agent OS:

Personal Emergency

Vehicle Breakdown

Long Distance

Strike

Unsafe Area

Road Block

Order Delayed due to Rain

Order Status :

---

Pre Pickup

Post Pickup

Call MX

---

Connected

Not Connected

Confirm Food in Mx place?

---

In Mx place

Not in Mx place

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

---

Ask delivery partner to mark the order as picked first.

---

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

---

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

---

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

Order Status :

---

Pre Pickup

Post Pickup

Call MX

---

Connected

Not Connected

Confirm Food in Mx place?

---

In Mx place

Not in Mx place

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

---

Ask delivery partner to mark the order as picked first.

---

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

---

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

---

Order Status :

---

Pre Pickup

Post Pickup

Call MX

---

Connected

Not Connected

Confirm Food in Mx place?

---

In Mx place

Not in Mx place

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

---

Ask delivery partner to mark the order as picked first.

---

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

---

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

---

Order Status :

---

Pre Pickup

Post Pickup

Call MX

---

Connected

Not Connected

Confirm Food in Mx place?

---

In Mx place

Not in Mx place

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

Ask delivery partner to mark the order as picked first.

---

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

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

Order Status :

---

Pre Pickup

Post Pickup

Call MX

---

Connected

Not Connected

Confirm Food in Mx place?

---

In Mx place

Not in Mx place

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

---

Ask delivery partner to mark the order as picked first.

---

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

---

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

---

Order Status :

---

Pre Pickup

Post Pickup

Convince DP to deliver the order

Unassign the Partner -->Unsafe Area

---

Convince DP to deliver the order

Reassign the Partner -->Unsafe Area

---

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

---

Mx Location Far

Cx Location Far

For Payout Verbiage

---

Dp agree

Dp Disagree

Ask Dp to deliver the order

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

---

Ask Dp to deliver the order

For Payout Verbiage

---

Dp agree

Dp Disagree

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

---

Approved Radius is Bike 20km

Within Range

Over Range

Ask Dp to deliver the order

Dp agree

Dp Disagree

Ask Dp to deliver the order

Order Status :

---

Pre Pickup

Post Pickup

Unassign the Partner -->Long Distance

---

Cancel or Reassign the Partner -->Long Distance

---

Covice DP to deliver the order

Dp agree

Dp Disagree

Issue resolved ask DP to deliver the order

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

---

Less Order

Long Distance Return Pay

Order Pay

Cash Limit Breached

T-Shirt/Bag

Already Ticket Raised

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

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

Ask Dp to Raise Ticket

Screen Shot Link to Share with DP

Ask Dp to Raise Ticket

Screen Shot Link to Share with DP

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

Ask Dp to Check the Screenshot and Deposit the balance

Screen Shot Link to Share with DP

Enquiry He/She is Ok?

Probe DP Who snatched the order

---

Order snatched by Cx and refuse to pay

Order snatched by Dp

Order snatched by Stranger

Call cx

---

Connected

Not connected

Ask Cx to Pay cash for the order

Agree

Disagree

Ask Dp to mark deliver

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

---

Ask Dp to pass the phone to cx

---

Connected

Not connected

Ask Cx to Pay cash for the order

Agree

Disagree

Cancel -->Order Snatched or SOS concern

---

Call cx

---

Connected

Not connected

Confirm Whether order recived or Not?

Recevied

Not Received

Mark Deliver in Runner

Ask DP to raise Ticket
Cash Limit wrongly Debited

Cancel -->Order Snatched or SOS concern

---

Ask Dp to pass the phone to Dp

---

Connected

Not connected

Confirm Whether order recived or Not?

Recevied

Not Received

Cancel -->Order Snatched or SOS concern

---

Call cx

---

Connected

Not connected

Confirm Whether order recived or Not?

Recevied

Not Received

Mark Deliver in Runner

Ask DP to raise Ticket
Cash Limit wrongly Debited

Cancel -->Order Snatched or SOS concern

---

Ask DP to pass the phone to Stranger

---

Connected

Not connected

Confirm Whether order recived or Not?

Recevied

Not Received

Cancel -->Order Snatched or SOS concern

---

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

Cx Threat

Call MX

Connected

Not Connected

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

Remove Dispute

Confirm Whether Order is Picked by DP or Not?

Picked

Not Picked

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

Remove Dispute

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

Remove Dispute

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

Remove Dispute

Check Transaction Details

---

Success

Failure/Pending/Refunded

Inform DP to deliver the Order
Mark Deliver

Call Cx

Connected

Not Connected

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

Cx agree

Cx DisAgree

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.

Inform DP to deliver the Order
Mark Deliver

Ask DP to Pass the Phone

Connected

Not Connected

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

Cx agree

Cx DisAgree

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

Check EDT

Not Over

Over

Ask DP to wait &
Share a Exact Time to wait

---

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

Probe: Whether Dp found the Door step or Not?

New Flow

Old Flow

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

Cash Order

Ask DP to Knock the Door Bell

Check Call logs

Failure

Other than Failure

Call Cx

Connected

Not Connected

Make con call with cx

Ask Dp to deliver the order

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

Over

Not Over

Cancel the order in Customer Not Responding

Ask Dp to wait till the time.

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

Over

Not Over

Cancel the order in Customer Not Responding

Ask Dp to wait till the time.

Ask DP to Ring Door Bell

Check Call logs

Failure

Other than Failure

Call Cx

Connected

Not Connected

Make con call with cx

Ask Dp to deliver the order

Ask DP to Follow Leave at door step

Dp agree

Dp Disagree

Ask DP to Follow Leave at door step

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

Check EDT+20

Over

Not Over

Cancel the order in Customer Not Responding

Ask Dp to wait till the time.

Ask DP to Follow Leave at door step

Dp agree

Dp Disagree

Ask DP to Follow Leave at door step

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

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

Over

Not Over

Ask Dp to wait till the time.

Cancel the order in Customer Not Responding

Check Order Payment Status

Cash Order

Online Order

Call Cx

Connected

Not Connected

Make con call with cx

Ask Dp to deliver the order

Probe:

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

Check EDT+15

Over

Not Over

Cancel the order in Customer Not Responding

Ask Dp to wait till the time.

Check EDT+15

Over

Not Over

Cancel the order in Customer Not Responding

Ask Dp to wait till the time.

Call Cx

Connected

Not Connected

Make con call with cx

Ask Dp to deliver the order

Ask DP to Follow Leave at door step

Dp agree

Dp Disagree

Ask DP to Follow Leave at door step

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

Check EDT+20

Over

Not Over

Cancel the order in Customer Not Responding

Ask Dp to wait till the time.

Ask DP to Follow Leave at door step

Dp agree

Dp Disagree

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:

IVR Cx not asked to cancel the order

IVR other Cx asked to Cancel or Not IVR

Paraphrase the IVR in Opening

Dp conveyes Cx selected it By Mistake

Reached for Other Concern

Why Cx asked to Cancel the order?

Call Cx

Connected

Not connected

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

Agree

Disagree

Ask DP to deliver the order

Ask DP to deliver the 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.

Agree

Disagree

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

Cancel the order As per VOC

Ask Dp to pass the phone to Cx

Connected

Not connected

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.

Connected

Not connected

Check Call logs or Chat option

Whether Cx asked to Cancel the order.

Cx asked to cancel the order

No info

Cancel the order As per VOC

Check EDT

Over

Not Over

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

Ask Dp to wait

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

Incomplete Cx address

Cx Address Mismatch

Railway Station Address

Airport Address

Different City 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

Connected

Not Connected

Inform Chat Option to Cx.

Make Con call with cx

Ask DP to deliver the Order

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

Over

Not Over

Cancel the order under Customer Not responding

Ask DP to wait

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

Connected

Not Connected

Inform Chat Option to Cx.

Make Con call with cx

Ask DP to deliver the Order

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

Over

Not Over

Cancel the order under Customer Not responding

Ask DP to wait

When Address is Railway station without IRCTC Tag.

Call Cx

Connected

Not Connected

Inform Chat Option to Cx.

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

Agree

Disagree

Train left or Train delayed and EDT over

Ask DP to wait and deliver the order

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

Inform Cancellation Policy To Cx

Cancel the order under Train Delay

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

Over

Not Over

Cancel the order under Customer Not responding

Ask DP to wait

Probe: Whether Dp found the Door step or Not?

New Flow

Old Flow

Probe: Whether Chat option is Used to communcicate?

Call Cx

Connected

Not Connected

Ask Cx to Share Live Location in Chat Option

Check Devation

Bike:  20km  EV: 12km  Cycle: 8km

Within Range

Over Range

Check Devation

Agree

Disange

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."