Missing Item Procedure

Quick Tip: Re delivery can sometimes cause other orders to be delivered late because of the staff required for re delivery. This is typically only an issue around 4:00PM -7:30PM CST. In this situation we would can try to guide our customer to move forward with a refund instead, but this is ultimately up to the customer.

Step 1:

Obtain the customers order number and email first. Let the customer know that we will need to reach out to the driver to find out what caused the item to go missing, but that your understand how important this is and will be working as quickly as possible to get it resolved.

Step 2:

Contact dispatch via slack, provide them with the order number and ask them to have the driver check the receipt. If the missing item is listed on the receipt then the restaurant / driver has made a mistake. If it isn’t listed, then the error was caused by dispatch when placing the order.

IF Receipt Includes Missing item

Ask dispatch for an ETA for re-delivery, then contact the customer and explain that the item was paid for by our driver but the restaurant did not include it. Supply them with the eta for re delivery, and offer them coupon code MISTAKE for free delivery on their next order. If the customer would prefer a refund on the missing items please follow the steps below. although we’d prefer to re deliver if possible.

IF Receipt does not Include Missing item

Ask dispatch for an ETA for re-delivery, then contact the customer and let them know that this issue was completely our fault, but we would like to make it right. Offer them coupon code MISTAKE for free delivery on their next order, and ask them if they’d prefer a re delivery or a refund on the items that were missing.

Refund

Send these instructions to dispatch:

Go ahead and remove the item from the order so that the customer is not charged.

Re delivery

Send these instructions to dispatch:

Call the restaurant and let them know that we were missing an item in a recent order. And that the item is listed on the receipt. Please send the same driver from the original order. If they are currently on an order please do your best to pass it along to another driver.

Refund

Send these instructions to dispatch:

Go ahead and remove the item from the order so that the customer is not charged.

Re Delivery

Send these instructions to dispatch:

Call the restaurant and re-order the item that was missing. Please send the same driver from the original order. If they are currently on an order please do your best to pass it along to another driver.

Last step:

Make sure the customer is aware of what action was taken place and that they can reach out to a local manager if they feel anything less than satisfied with their experience.


Small Order Adjustment

This probably shouldn't be an issue.Reach out to dispatch to find out if the order has already been placed If so have dispatch give a call to the restaurant to see if the simple adjustment can be made. If the order has been picked up, there isn't really much we can do. In either case let the customer know of the outcome, and have dispatch let the driver know if any adjustments are made!


Order Cancellation

If the restaurant has already began cooking the items, or the driver has already picked up the items, we will not be able to cancel the order without significant reason other than the customer having changed their mind. If the order can be cancelled without hurting the restaurant or the driver, we can happily do so! You can find out the status of the order from dispatch. If the customer has a significant reason for cancelling, please have them reach out to their local manager via behindthecrate.com in the FAQ section. I'll reach out to them and issue a refund if the request is reasonable. The driver should still deliver the food in the meantime.


The customer's order was late (or will be late)

If a customer contacts you about a late order, please issue them a credit based on the suggestions below. Additionally, if you notice an order is going to be extra late or you feel it was too late to be acceptable, you can contact the customer and issue them a credit on your own. I'd encourage it!

• 10 + minutes late: $5 credit • 20 - 30 minutes late: $10 Credit • 30+ minutes late: $15 Credit

If the order runs extremely late, or you don't feel comfortable issuing a credit, please forward the info to devin@myorangecrate.com, and let them know a manager will reach out as soon as possible


Driver Concerns

Immediate order, app, or card issues:


Instruct the driver to contact dispatch via the chat option on their driver app. If that doesn’t help, they can contact their local manager via Driver Support.

Issues with signing up to drive.


Have the driver send an email to devin@myorangecrate.com for assistance