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Redeliveries and partial refunds

This guide describes how to handle orders where a redelivery or a partial refund must take place. The processes address when the hub may contact a customer, and when and how to isse redeliveries and partial refunds.

This guide is important, so Ops Associate Plus, Shift Leads and Hub Managers have a full understanding of the requirements for each case. This way, we can improve our issue rate, and create better solutions that will increase our customers' satisfaction.

When can hubs contact a customer?

There are two situations in which a hub may call a customer:

  1. To agree on a redelivery (for example, when the Rider forgets to deliver a bag). The call must be performed after discussing it with Customer Care.

  2. To support Riders when they can't find or call the customer. To avoid this, the hubs must inform the Riders they must use the phone number registered in the Workforce App (WF app) when calling customers.

Redeliveries

When is a redelivery in order?

  • The entire order, or one bag is missing/wrong.

  • The total value of the missing/wrong products exceeds 10€. Orders below this value are automatically refunded after the customer complains with Customer Care. No action is required from your side.

  • There is enough time to re-deliver.

How to request a redelivery to Customer Care

  1. Go to your hub's Customer Care Slack channel (with the format customer_support_country_city_hub).
    ​

  2. On the top-left, select the workflow Redelivery Check.

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  3. Fill out the following fields:

    1. Request reason

    2. Details

    3. Order number

    4. Issue (Missing bag, Wrong bag, or Wrong full order)

    5. Who identified the issue? (Rider, customer, hub)

    6. Action (Rider is on the way to fix the issue/Will send Rider on a new trip")

  4. Submit the workflow.

Partial refunds

When is a partial refund in order?

  • Issue found during picking. For example, the product is not in stock.

  • Issue found after picking. For example, the item is damaged and you can't replace it.

  • Issue found during delivery. For example, the item got damaged.

Process for each situation

  • Issue found during picking: report it in the app, so the customer is automatically refunded.

  • Issue found after picking: replace the item. If it's not available, do not contact the customer. Wait for the customer to ask for a refund.

  • Issue found during delivery: if the customer asks, tell them to submit a complaint via Customer Care for a refund. Do not promise a redelivery.

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