ISSUES RESOLUTION

Delivery Late ( NO RIDER

ASSIGNED) Delivery Late // Checked Hurrier // Crossed promised pickup time // No Rider Assigned
Delivery Late ( RIDER Delivery Late // Checked Hurrier // Crossed promised pickup time // Rider Assigned // A
ASSIGNED) ASAP // passed to slack // inform VD to wait
RIDER ETA TO PICKUP ETA to pickup // Checked Hurrier // In promised pickup time // Inform vendor about est
RIDER ETA TO
RESTAURANT On demand Rider // VD inform that rider not reached to restaurant //Apologize to VD//

PAYMENT NOT RECEIVED

(PAYOUT TO VD) Vendor said he didn't get his last payment and invoice // check payment file and radmi

PAYMENT NOT RECEIVED Vendor said he didn't get his last payment // check payment file and redmin // He got p
(PAYOUT TO FP) Inform VD
INVOICE EXPLANATION Vendor wants explanation regarding payment // Checked Invoice from portal // Explain
INVOICE MISSING Invoice missing on portal // Request VD to wait and apologize for this issue
INVOICE REQUEST Vendor invoice missing on portal // VD is requesting for his invoice // Apologize to VD
WRONG PAYMENT Vendor inform that he/she recieved wrong payment // Check his invoice and payment
BANK ACCOUNT DETAILS
CHANGE Vendor wants to change his bank// Inform Vendor to make a reuest from Help center
BKASH ACCOUNT
DETAILS CHANGE Vendor wants to change his bkash number// Varified vendor identity // New Bkash num
UPDATE NORMAL
SCHEDULE Vendor called for operating hours update issue // Updated schedule from ___ AM to _
UPDATE SPECIAL
SCHEDULE Vendor wants to keep close his restaurent from ___ to ____ // Closing reason - _____
RESTAURANT SHOWN AS Vendor called because restaurant shown as closed related issue // He was closed for
CLOSED vendor properly about this
RESTAURANT SHOWING
CLOSED (ALL OK FROM
OUR SIDE) Vendor inform that their restaurant showing closed in Front End but Open in BE // Che
Product Unavailable // VD wants to cancel order // order cancelled // educate VD to un
PRODUCT UNAVAILABLE item from tab // VD won't get any bill for this order
VD wants to modify order // Inform VD to unavailable modified item from tab // Order M
MODIFY ORDER _______// Old Value-_________
ORDER MODIFICATION
(SHOP) VD called and wants to modify order || Vertical shop || Order status - Not Accepted || Inform V
ORDER CANCELATION / VD called for an order cancelation Inquiry // Iniatial Order Cancelation Reason-__ // Up
Full Payment this order ||
ORDER CANCELATION /
PAYABLE VD called for an order cancelation Inquiry // Order Cancelation Reason-__ // VD will ge
ORDER CANCELATION /
NOT PAYABLE VD called for an order cancelation Inquiry // Order Cancelation Reason-__// VD will no
INTEREST IN A DEAL Vendor wants to add a deal in his business // Inform him/her about premium deals // ca
TERMINATION OF DEAL Vendor had a deal with us//Vendor called us for termination of that deal related issue /
INCORRECT PINPOINT Incorrect Pinpoint // VD wants to change accurate pinpoint // Changed accordingly
RESTAURANT TOO BUSY VD wants to cancel order // Reason - Restaurant too busy // Order Cancelled as per V
ADDRESS CHANGE Vendor wants to change his restaurant address // New Address -_____ // Changed ac
ODR - NOT ASSIGNED On demand Rider // VD said their is no rider assigned for this order // passed to slack
NEW SIGNUP VD called and asked that he wants to sign up a new restaurant // Inform to fill up the fo
UPCOMING ORDER
INQUIRY VD wants to know about an upcoming order // educate VD accordingly about upcomin
TAB TRAINING VD called and asked that he got a new tab // Now he wants tab training // Inform VD a
VD called and said that his tab is showing 'NO INTERNET' // Inform him to connect wif
INTERNET RECHARGE ______ // Case escalated accordling
SIM CARD CONNECTION
ISSUE (BTS) VD called and said that his tab is showing 'NO INTERNET' // Inform him to do BTS //
VD said customer wants to cancel the order // Called customer for confirmation // Cust
FOR ALL VENDOR
DELIVERY VD asked for cancel the order // Reason - Customer Unreachable // Called customer 2
instruction
ADD ITEM TOPPINGS
(MENU CHANGE) Vendor called for menu update/price update issue. Explained and educated them abou
FOLLOW UP ON CASES Vendor called for following up on a case.Case Regarding _____. Tagged the case own
APP DOES NOT RECIEVE Vendor came for app does not receive any orders. Informed the vendorabout certain r
ORDER through tab/toto.
TAB IS NOT CHARGING VD called and said his tab is not charging // Inform VD to use any other charger existin
TAB IS NOT CHARGING
(VD WILL BUY A VD called and said his tab is not charging // Inform VD to use any other charger existin
CHARGER) Inform VD about charger price
UPDATE MENU VD called and said he wants to update menu // Inform VD to update from Restaurant Portal //
UPDATE PRICE VD called and said he wants to update menu price // Inform VD to update from Restaurant Por
CONTACT DETAILS CHANGE
(NUMBER) VD called and said he wants to change his contact number // changed from SF // New number
CONTACT DETAILS CHANGE
(RIDER NUMBER) VD called and said he wants to change his rider contact number // changed from BE // New nu
CONTACT DETAILS CHANGE
(EMAIL) VD called and said he wants to change his EMAIL // changed from SF // New EMAIL - ______
 RESOLUTION

up time // No Rider Assigned // Apologize to VD // passed to slack // inform VD to wait

up time // Rider Assigned // Apologize to VD & Inform that one rider will pickup the food

e // Inform vendor about estimated pickup time

staurant //Apologize to VD// Passed to SLACK

heck payment file and radmin // He got payment and his invoice also updated // Inform VD

nt file and redmin // He got payment and his invoice also updated // But Payout to FP //

nvoice from portal // Explained invoice properly

ize for this issue
invoice // Apologize to VD // Case escalated
ck his invoice and payment file // difference of ____tk // apologize to VD // Case escalated

a reuest from Help center

or identity // New Bkash number - __ // Inform VD and case escalated

schedule from ___ AM to ___ PM and educated them for portal for future updates.

_ // Closing reason - ___________ // SS Updated

issue // He was closed for ______ issue// Opened him accordingly and educated the

t End but Open in BE // Checked both end // Everything is ok // inform VD

ancelled // educate VD to unavailable

fied item from tab // Order Modified // Item - __________ // Quantity- _____// New Value -

tus - Not Accepted || Inform VD to modify from their tab

Cancelation Reason-__ // Upon checking found out that vendor will get full payment for

tion Reason-__ // VD will get 40% payment for this order.

tion Reason-__// VD will not get any payment for this order.
er about premium deals // case escalated accordingly
n of that deal related issue // Case escalated accoridingly.
// Changed accordingly
// Order Cancelled as per VD instruction
dress -_____ // Changed accordingly and inform VD
his order // passed to slack
urant // Inform to fill up the form google //

accordingly about upcoming order

s tab training // Inform VD about it.
// Inform him to connect wifi for some time // Internet Recharge needed // Number -

// Inform him to do BTS //

mer for confirmation // Customer asked for cancellation // Order cancelled
achable // Called customer 2x // Unable to find customer // Cancelled as per vendor

ed and educated them about portal accoridingly.

_____. Tagged the case owner accordingly. Case Number -
d the vendorabout certain reasons about about less orders and suggested test order

se any other charger existing him/her home

se any other charger existing him/her home // VD wants to buy a charger from us //

date from Restaurant Portal //

o update from Restaurant Portal //

anged from SF // New number - ___________

// changed from BE // New number - ___________

om SF // New EMAIL - ___________