Contents
1. Overview
This document oversees the scenarios of both cancellation and refunds for when guests earn points after an order has been delivered. It covers differences in both online and offline payment scenarios. Online payment: payment performed with a payment card (debit or credit), Sodexo Card, Cheque Gourmet Card. Offline Payment: cash or voucher card.
Please note if you would like to enable this behavior in your market, reach out to your CSM. Internal configuration is required to enable these scenarios.
2. Scenarios
All scenarios with a cancellation end with a refund, so that we clarify what would happen in the event of a refund. This does not mean that the scenarios are only valid if there is a refund at the end.
2.1. Order is delivered successfully
Steps | Expected Results |
|---|---|
Guest places an mobile order for delivery, pays with a payment card (i.e. online payment), and:
| Points burned are removed from the loyalty points balance as soon as order is placed. Points earned are not credited at this point.
|
Order is delivered successfully | Points earned are credited to the loyalty points balance at this point.
|
2.2. Order is not delivered
2.2.1. Online payment
Steps | Expected Results |
|---|---|
Guest places an mobile order for delivery, asks to pay with a card (i.e. online payment), and:
| Points burned are removed from the loyalty points balance as soon as order is placed. Points earned are not credited at this point.
|
Driver or restaurant manager cancels the order (this scenario assumes that the guest already paid). | Points burned are not reversed. Points earned are credited.
Why? Because we want to credit earn when guests pay. |
Loyalty transaction is refunded Typically loyalty transactions are refunded when the order (i.e. payment) is refunded. However, it’s possible to refund only the loyalty points in the Support Tool, so we are ignoring payment refunds. | Executing the money refund results in refund of both money and points
|
2.2.2. Offline payment
Steps | Expected Results |
|---|---|
Guest places an mobile order for delivery, asks to pay with cash (i.e. offline payment), and:
| Points burned are removed from the loyalty points balance as soon as order is placed. Points earned are not credited at this point.
|
Driver or restaurant manager cancels the order (this scenario assumes that the guest does not pay). | Points burned are reversed. Points earned were never credited.
|
Note that in this scenario it is not possible to refund the order. If a guest makes a complaint and Customer Support decides to give loyalty points to the guest, they can do so using the Support Tool. This action will not be associated with the order.
2.3. Cancellation after delivery
2.3.1. Online payment
Steps | Expected Results |
|---|---|
Guest places an mobile order for delivery, pays with a payment card (i.e. online payment), and:
| Points burned are removed from the loyalty points balance as soon as order is placed. Points earned are not credited at this point.
|
Order is delivered successfully | Points earned are credited to the loyalty points balance at this point.
|
Support agent cancels the order (this scenario assumes that the guest already paid). | There is no change to the loyalty points balance.
|
Loyalty transaction is refunded Typically loyalty transactions are refunded when the order (i.e. payment) is refunded. However, it’s possible to refund only the loyalty points in the Support Tool, so we are ignoring payment refunds. | Executing the money refund results in refund of both money and points
|
2.3.2. Offline payment
Note that in this scenario it is not possible to refund the order. If a guest makes a complaint and Customer Support decides to give loyalty points to the guest, they can do so using the Support Tool. This action will not be associated with the order.