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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 the left side of the page, you can filter by the status of the order and order type to find the potential problem easier.
After searching for a guest you can view their orders and select a specific order for additional support (by clicking on a specific order (- orange box with the date and time of the order), they can access a page with . On the left side of the page, you can filter by the status of the order and order type to find the potential problem easier. Then, the user can access further details of that order, such as:
Customer name
Order time
Order status
Payment status
Delivery addres
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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Additionally, for delivery orders there are two extra cards displaying information about the driver and a timeline of delivery events:
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This feature is currently being released, and not available in all markets. |
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💰 How to issue a refund to a guest
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There are two types of refunds:
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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
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/
In the top right search bar, search for a customer using their email or cognito ID.
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.
To assign an offer, click on “Assign Offers”. You will receive a popup window. From there, select an Offer Template and Reason. You can select each respective option from a dropdown list. Lastly, you can also add in an optional comment. Note: All assigned support offers will be defaulted to expire in 6 months. You will not be able to adjust the expiry from the support tool.
Once you’ve entered in all fields, click on “Confirm” to complete the assignment.
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.
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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For a guest that dines in-restaurant with no registration in our mobile app/ website, if the guest wants to request a refund they need to go directly to the restaurant, show the receipt and ask for a refund for their in-store transaction. In case the guest is not able to return to the restaurant, they will need to contact the support team and the team may issue a free meal voucher, however in that case the guest needs to sign-up for an account. |