Notes

What are the different Karmas defined for Zomato for every customer?
Gold, Silver, Bronze, Iron and New

If a customer is raising concern about FND, then how should an associate address that?
Check for the FND confirmation>>if confirmed offer replacement or refund accordingly

Select under which all concern you will redirect the Cx to order@z
The Cx proactively asks for an Email ID for escalation
It is a concern regarding an older order than 12hrs
Double payment concern for amount more >RS. 600

Select the canned response short cut key for job related queries?
/job queries

If the customer raises a double payment concern for an amount more than 600 INR, what should the agent suppose to do?
Redirect to order@z

What is promo cooling window or promo cooling period? and what's the time frame?
Where ever a refund is intiated and the initial payment was partially made via promo code, then such Promo is automatically reinitiated back to Cx account within 15-30 mins

Select the compensation that will be given as per karma for Partially Eaten food?
Gold, Silver New - Refund worth Item Value,(If image is shared and verified and if not then politely deny) Bronze,Iron - No refund will be offered

Flow for Refund Status on Cx app view
Step 1 -Your Orders Step 2 - Click on Refund Completed Option, Last Step - option of Refund status with RRN below

Select the canned response and shortcut key for Zomato Service Unavailable?
Unfortunately food ordering and delivery is currently unavailable in this area. You can continue ordering from other areas and enjoy the Zomato experience (Shortcut Key - /Serviceunavailable)

Can you proactively share the MX and DP information?
No

Do we have the option of un-assign the buddy DP from an order in both - Assigning and assigned state ?
Yes

Do's for Order Status
Inform the cx regarding Order prep begin time
Ignore order acceptance by the Mx since it will be taken care by backend
Inform the Cx that overall ETA doesnt get affected and that the food will be delivered on time

Dont's for order status?
Dont attempt mx calling before food prep time has begun, since the calling option will be blocked
Dont tell the cx anything regarding order acceptance even if they ask upfront. Tell them that the order has been accepted and food prep will begin xxx time

Select the correct OTG coupon canned response
Please be informed that you will be eligible for a promo code under the On-Time Guarantee offer if your order is not delivered within the OTG promised delivery time. This coupon value is dynamic and may vary up to 100% of the order value. /OTG Coupon

Is partially eaten food concern requires the image to verify the concern?
Yes

In high-order value orders, how many buddy delivery partners can an agent assign including the primary delivery partner?
4

For which of the concerns an agent can redirect to order@z?
Concern regarding the older order of more than 12 hours
FND concern more than 6 hours
Customer proactively asking for an ID for escalation

What are the feedback and suggestion that can be provided via Report to Z option in the smartplug?
policy suggestion
Technical issues

When the "forced re-assignment" should not be attempted?
Delivery partner is moving in right direction

From where can you check Gold membership subscription visibility
Clicking on 3 dots under Subscription history