Notes

1.What should be the correct sequence of the following while handling a chat ? = ECADBF

2.If the delivery partner cannot deliver the order due to any emergency/reason, what should be done? = We should inform the customer about the same and apologize for the poor experience. Attempt to re-assign the delivery partner and if this is not possible inform the same to the customer and cancel the order. Also proceed with waiving of the penalty charges if applicable

3.After initiating Leave Order Flow on the App ,delivery partner needs to upload a picture of _________ and __________ = Location and Food parcel confirming delivery

4.Customer reports on chat that the restaurant partner informed them that few items in the order are out of stock and is asking for cancellation of the order. What should the agent do. Arrange the steps in chronological order? = CBAD

5.Replacement of meal is not applicable in which all scenarios? = DONT SELECT VERIFIED WRONG ORDER CONCERN

6.What leads to a good quality chat. (Select all relevant options) = Understanding the customer query and apologizing for any inconvinience caused,Proper opening to the chat acknowledging customer's concern,Resolving the chat after providing a proper resolution.

7.Do we offer Promo Code for Missing Items and FND cases? Yes

8.If the delivery partner faces vehicle issues, can they transfer the order to another delivery partner from their Z App? = Yes

9.If the delivery partner faces vehicle issues and is unable to transfer the order to another DP then what will you inform the DP? = Please get in touch with your Support Team

10.In case of heavy rain and bad weather if the Delivery Partner is not able to deliver on time? What will you inform the CX? = The delay is due to adverse weather conditions and the DP is trying their best to deliver the order at the soonest

11.There is delay on the order as the DP met with a minor accident and the order is intact, what will you ask the DP to do in such cases? = Please transfer the order to another DP from your Z app,Please get in touch with your Support Team if you are not able to transfer.

12.If the distance between the restaurant and the CX location is 15KM and and the DP is a bike rider will you ask the DP to deliver the order or not? Yes

13.If the distance between the restaurant and the CX location is 15KM and and the DP is not ready to deliver the order, what will you do? = Reject the order under "Long Distance Delivery"

14.How can we check if the image shared by the customer has exceeded the threshold of 6 hours? = The background color of the timestamp will turn red post 6 hours

15.Customer claimed that he received black forest cake instead of red velvet cake and shared the below image. What would you do? = Image doesn't seem real and is taken out from google, we will not compensate.

16.Customer ordered a waffle from Giani's and is complaining that the brownie is missing. What will you do here? = Customer received correct order since the restaurant doesn't serve brownie

17.Customer raised a concern that he ordered 3 items but the cap for 1 ice cream got opened and spilled in the packet. What will you do post checking the image? = Image is not verifiable so we will not refund and ask for another image

18.Whom will you attribute the following spillage case to? = Delivery Partner/Valet

19.Customer said he received veg biryani instead of chicken biryani = This is a fake claim as we can see the bones kept at the side in the image, no compensation

20.A Bronze customer is complaining that he has received Non veg instead of veg. What will be your resolution? = Acknowledge the concern and transfer the chat to veg/non veg Queue