If you receive a report from a customer that they did not receive the items that were handed over to our third party delivery riders, first thing to do is to contact the rider right away. If the rider is unreachable, report it right away to Booky Merchant Support. Include the following details so we can start investigating as soon as we can.
- Store branch
- Customer name
- Rider details - Name, contact number, third party courier (Mr Speedy, Lalamove, Grab, etc)
- Picture of the items and receipt
- Whether the customer is asking for a refund or if they still want the order to be delivered
Should the customer ask for a refund, you can decline the order if it has not been completed or void it from the Recent Orders page. However, if the customer still wants it to be delivered, you can proceed with making a new batch of order and once ready, press Change Rider to request a new rider.
Whether the order is refunded to the guest or a new batch is prepared, the branch will be reimbursed for the batch of non-delivered items.