Notes

1.Customer's order is delayed by 1 hour and we try calling the delivery partner and restaurant partner but both are unresponsive. Customer is adamant to cancel. Which option would you choose to cancel ? Cancel under order delayed

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

3.Replacement of meal is not applicable in which all scenarios? select all except Verified wrong order concern

4.Check all the options used for Image validation for any concern which requires image. = Dont select these two options (Check restuarnt menu,Check batched order details)

5.Customer reports that the restaurant partner called them to inform that the items are out of stock and they would now like to cancel the order. What should you do? = Call the restaurant to confirm the issue or check any call recording that is available between restaurant and customer. Once confirmed cancel the order under 'Item out of stock'

6.Image is mandatory for a gold customer also for investigation purpose for wrong order query. = True

7.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

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

9.Do we offer Promo Code for Missing Items and FND cases? = Not Anymore

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

11.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 don't worry, we will re-assign a new DP

12.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

13.If a bronze customer threatens to go on social media and using social triggering keywords over the call. Which tagging needs to be done for the same? = Social Warning on call

14.Shalini ordered 1 Shahi paneer and 2 butter naan. She reported on support that Shahi paneer is missing.
Which tag should be used for this scenario? = Missing Item main item

15. During delay investigation, we find out that the delay is happening due to batching of orders. Should we inform this to the customer? = No, information on batching should not be informed until and unless a customer comes to know about batching.

16.If agent is on call with the customer, they need to maintain IRT on chat. = False. IRT is not considered while on call.

17.A bronze customer threatens to go on social media. Even after pacifying, the customer is using social triggering keywords over the call. This should be transferred to which queue? = Bronze escalation desk

18."We will ensure that you never face such issues in future" - is this false promise to the customer? = Yes

19.Which of the below option will you follow for saving cancellation: All of the above

20.Please select the correct response for the given situation. The delivery partner and the restaurant is not answering to the calls and the customer wants to know the status update on the delivery. = I can check the order is delayed because the restaurant partner is taking longer than the usual to prepare the order. Also, the order is estimated to get delivered by 02:00 PM