Refund Requests: How to Keep Them Off the Menu

@Unsplash

Getting a refund request is never fun, especially when it’s about a small mistake like a missing garnish. We’ve picked up a couple of tips and takeaways from our restaurant partners on how to reduce those genuine claims and protect your profits

Seal the deal

Ensure your dishes are securely stowed in individual containers and layered with love in the bag. Your order needs to survive pot-holes, pedestrians stepping onto the road, over taking cars - it's a bumpy ride out there! Double-check that the containers are closed tightly and won't leak, and that the bag is sturdy enough to withstand the journey.

Speak to your delivery driver

Before they zoom off, double check they have order 23 not 32. Sammy, who orders a triple cheese burger, doesn't want Jack's bun-less no cheese burger. 

Keep your menu up-to-date

Nothing worse than ordering something, only to discover it's "gone missing" or been replaced by something else you didn’t want. Update your menu items religiously – out of stock? Discontinued? Remove them from the menu immediately to avoid confusion and disappointment.

Details, details, details

Bowl, not wrap" or "kidney beans, not pinto" – these seemingly minor details can make a huge difference. Pay close attention and deliver on what's promised.

Double (and triple) check

When your team members are packaging orders get them to read each item from the order tickout out loud. It could just be the difference between a missing side of fries.

@Just Eat

By following these simple tips, you can significantly reduce those pesky refund requests and keep customer satisfaction high.  

But what if you've done all of this and those refund claims keep rolling in? 

That's where tools like OpSpot come into play. OpSpot can help you dig deeper, identifying the root cause of the issue – whether it's consistently undercooked burgers, frequently missing items, or something else entirely. With this knowledge, you can take targeted corrective action and get those takeaway refund requests off the menu for good.

Get in touch to see how you can start saving and preventing customer refunds.