Abbreviations used below
MOV = Minimum order Value;
Cst = Customer;
FD = Free delivery;
PDT = Promised Delivery Time (that is shown in app when ordering);
CC = Customer Care.
General refund rules
No answer at the door (correct address) = First offense we issue a refund + warning, second time no refund.
The incorrect address is given - 1st offense we refund with a warning, second time and further = no refund.
Missing item = refund + FD voucher in case of multiple missing items a 5 euro voucher for CC: please always check if a bag has not been left at the hub in case of multiple missing items (we do check if it happened more than once to prevent fraud and will refuse a refund in that case).
Wrong order = refund + FD voucher (€0 mov).
Customer placed a Double order:
When received/accepted at door: we do not refund.
When not picked yet/on the way/rejected at door: we refund and cancel one of both orders.
Perished/damaged item - When the item is clearly damaged or perished and the customer provides clear proof by providing a photo of this, then we refund + €5 voucher (€0 MOV). We do check if the damage is realistic and likely to be done during picking and/or transportation by hub, or way of storing an item by the customer.
Order missing/not delivered - In this case we generally refund the customer and offer a voucher, but again we do check contact history and refund history to determine possible fraud. Unfortunately, we have to believe the customer over the hub sometimes because we can’t know for sure what happened between picking and delivering.
Cigarettes - When receiving the wrong cigarettes or the wrong size, there are two different processes. NOTE: never ever refund the full price as it is against the law.
Wrong size: Refund only the difference in price
Wrong brand: Try to negotiate with the customer if he/she will be content with the current brand, and offer a voucher for the inconvenience. If the customer is really not satisfied with the brand, then we can try for a swap with the hub/rider.****
Alcohol delivery - When there is an alcohol delivery, a rider must always verify ID with the customer. If the customer can’t show ID, the rider should bring the alcoholic beverages back to the hub.
First time offense - When this is the first time the customer couldn’t verify their age, we will return with the drinks and refund the order.
Second offense or clearly underaged - we take back the alcohol and do not refund
In case of underaged - please report the person in #nl_customer_fraud channel, so this customer can be blocked
Auto compensation (not triggered manually by CS)
Pre-order OOS swipe (done by hub): Only refund.
Delay vs. PDT (auto compensation email that customer receives after delay):
Between 15-25 minutes from PDT -> FD voucher / 20 MOV;
Between 25-45 from PDT -> 5 Euros discount - 30 MOV;
Over +45 min from PDT -> 8 Euros discount - 30 MOV.
In general
The customer has to let us know within 48 hours if a product is damaged or missing. (we prefer a customer to reach out with us in the same day).
According to T&C a customer can return a non-perishable item within 14 days of purchasing it. And we have to refund it
We train the team to look at refunds and contact history to check for possible signs of fraud. But unfortunately, we can’t know for sure.
We do not refund when ‘food tastes bad’ if it’s not produced by us and if the item is not expired. It’s a subjective opinion that we can’t cater to, we do not guarantee that everything a customer buys is also to their taste.
We are not allowed to ask for redeliveries, only in case of, for example a 100 euro champagne bottle or in some cases, an entire order delivered incorrectly.
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