Unsuccessful Delivery Process

Unsuccessful Delivery Process

Unsuccessful Delivery Process

Whoops! Something happened in the delivery process... No worries, we’ve got you covered below.

How to Handle Unsuccessful Deliveries

A representative from Promenade will contact you to discuss next steps for an order that was not able to be delivered (if you do not hear from us, we recommend reaching out to us first).

In the meantime, we advise the following action steps:

  • Reach out to your customer to let them know about the issue and decide on next steps with them.
  • You can attempt to resolve the issue via the following options:
    • Offer to cover retrying delivery of the order. If you go with this option, contact the customer to work out the best delivery time for them in the next 48 hours.
    • You can also try self delivery. You won’t get any additional payout for delivery/tip but the customer will be happy. This is the best option for very loyal customers and also if your store has the capacity to go this route.
    • Your customer can pick up the order. In this case, ask your customer success representative to refund the delivery/tip for the customer.
  • If none of the above options are suitable, you may cancel and fully refund the order.
    • You should still reach out to the customer to let them know why the order was canceled and apologize for the unfortunate inconvenience.

Common Reasons Delivery Orders Fail

  • Driver was not available at the time delivery was requested
  • Driver couldn’t find the store
  • Driver canceled the order for an unknown reason
  • Signature was required and the customer was not available
  • ID was required for age verification and the customer was not 21+
  • You canceled the delivery order

Important Tips to Note

  • Customers do not get any automated notifications when a delivery issue occurs.
    • This means they’ll still be expecting their delivery order. We highly recommend working with your Promenade representative to communicate any delivery issues to your customer.
  • If you would like to refund the delivery fee or tip when issuing a partial refund, our team must assist you with this issue.
    • You are only able to refund the delivery fee or tip if an order is canceled or fully refunded.
  • Work closely with our team to help us help you get you through an order to keep your customer satisfied!