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Service method used.
If there’s a refund already processed, there’s a box saying either “Refunded” or “Partially refunded”
Refund status, if it is the case
Loyalty scans
Overall guest’s refund rate (important to track if the guest is requesting too many refunds)
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If a user clicks on a specific order (orange box with the date and time of the order), they can access a page with further details of that order, such as:
Customer name
Order time
Order status
Payment status
Delivery status
Delivery ETA
RBI Order ID
Payment method
Receipt, with all items bought and respective prices
Remediation section, with detailed information on any refunds processed
Loyalty information: points earned and points redeemed
Store information (If a user clicks on the store - orange box with the store ID -, they are directed to the Stores tab from the side bar)
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🎁 💰 How to issue a refund to a guest
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In the “Cart” section, mark on all items that should be refunded and click on “Action”:
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Then, you’ll have to fill the following fields:
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“Remediation”: you can select to either give the guest loyalty points, a specific free item or a refund (which can be full or partial)
“Reason”: you can select one of the following options:
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“Comment”: additional information to justify the remediation being provided (this is an optional field)
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Note: Once the Support Tool user has already issued a refund to a guest for a specific order, no further refund can be processed to that specific order through the Support Tool |
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🎁 How to assign an offer to a guest
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Log into the support tool for the brand you are working on
Popeyes: https://prod.admin.plk.rbi.tools/
Burger King: https://prod.admin.bk.rbi.tools/
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In the top right search bar, search for a customer using their email or cognito ID.
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In the navigation bar on the left side of your screen, click on Offers V2. Here you will be able to see a history of loyalty offers for the user. An ‘Assigned Offer’ is an offer that has previously been assigned to the user. A ‘Redeemed Offer' is where you will see the support offers that the user has previously redeemed.
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Once you’ve entered in all fields, click on “Confirm” to complete the assignment.
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You will now see the personalized support offer on the list. You should also be able to see the assigned support offer in your Offers List in the mobile app.
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Useful Links:
Support Offer Templates can be accessed here:
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BK PROD: https://prod.menu.bk.rbi.tools/desk/orderLevelContent;loyalty;incentives;offers;offerTemplates
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PLK PROD: https://prod.menu.plk.rbi.tools/desk/orderLevelContent;loyalty;incentives;offers;offerTemplates
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BK STAGING: https://staging.menu.bk.rbi.tools/desk/orderLevelContent;loyalty;incentives;offers;offerTemplates
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