Merchant guide
Learn onboarding, operations, redemption, and settlement workflows.
Customer after-sales on the merchant side
Aligns with customer After-sales—never promise outcomes that contradict published refund rules.
Description
Manager / authorized agent: you speak for the business here. Front-line: you may only acknowledge and assign upward—follow internal escalation.
Steps
- Open After-sales, Disputes, or the Orders detail entry point your build uses for cases—icons often show an alert badge.
- Sort by New or Waiting on merchant so guests are not left past policy windows shown on screen (exact hours—see Legal).
- Open a case; read guest description, photos, and order/voucher IDs already attached.
- Use Reply with clear, neutral language—no arguing ad hominem; stick to facts and next steps.
- Upload evidence when allowed: kitchen ticket timestamps, CCTV policy permitting, or POS receipts—blur unrelated guests.
- Choose Accept, Partial offer, or Decline only if your internal playbook allows; some outcomes auto-route to platform review—watch notices in Notifications.
- If the guest should self-serve (e.g., cancel window), point them to Refunds and support—paste the path politely.
- Close the loop in internal ops (remake meal, retrain staff) even after the case closes in-app.
Screenshot: reply composer with character guidance.
If something goes wrong
- Cannot upload photos: reduce resolution, check format (JPEG/PNG), retry on Wi‑Fi.
- Case disappeared: filter by Closed; platform may have ruled—read system message before contacting guest again.
- Guest abusive: stop engaging beyond required policy; escalate per HR/safety SOP, not in public review replies.