Notes

Insights:

Taking longer than expected. Consumers asking why the order took longer and mostly initially requesting cancellation as they are expecting the order should have received based on the ETA. Currently, most orders in question for taking longer are multiple deliveries which aren't satisfied with the explanation.

For "Eater didn't mean to order at all", "Eater accidentally ordered twice" and "Eater ordered wrong item", consumers ask for cancellation as they claim that the order submitted without them confirming, and mostly says "the app glitched". This reason also applies to "Entered wrong delivery address" and the other cause stated by the consumer was "I wasn't given an option" but most CX admitted the mistake.

For Item out of stock, Consumer knows mostly from the notification in-app next is by being called by the restaurant and lastly notified by a delivery partner. Consumers rarely ask for a replacement but the best option was to offer cancellation and placing a new one. I found consumers mostly agrees to this.

Restaurant closed early, for this week, consumers requests only for cancellation if they know or notified by the restaurant was closed. Seems no disappointed consumer this week.

Order was cancelled by delivery partner. It appears that this contact type has so many reasons listed below and mostly from outbound contact agents made from the cancellation requested by delivery partner:
- Unable to find receipient
- Upset about long distance to dropoff
- Food Spilled
- Unknown reason (Already cancelled upon receiving)


We get 1's due to the consumer really needs the order for an expected occasion that they have planned, however, circumstances like accidentally placed the consumer order incorrectly due to these reason "claimed app issue", "haven't given an option to select" or the order was submitted automatically and the order took longer due to multiple deliveries. Since they have expected to plan these orders at the right time, they write in while being frustrated. From here, Agents should be able to acknowledge the consumer's concern directly o lessen the 1's they might have, as our resolution mostly won't satisfy the consumer.