Refund requests can mean big losses for takeaways and restaurants that do home delivery. Not only does your business take the immediate hit on revenue, but there are wider implications to consider – things like bad reviews, and higher commission fees from delivery platforms. Working with big brand QSR outlets, we’ve seen this impact time and again, so we’ve developed a clever solution. But first, let’s look at the background.
The importance of order accuracy
Did you know that 40% of takeaway orders won’t order from you again if their order was incorrect? With online reviews and repeat local business so critical to food businesses with a home delivery element, getting orders right first time is essential to revenue protection.
Online reviews are the lifeblood of home delivery. Customers are highly likely to search for takeaway food on Google, or on platforms like Deliveroo or Uber Eats, making ordering decisions based on review scores and feedback from previous customers. They then expect great service, from the experience of placing an order right up to receiving piping hot food with everything present and correct.
Accurate orders are therefore fundamental to delivering on the service front, and when items get left off an order, it’s a recipe for a frustrated customer and a bad review. And customer service isn’t the only revenue protection factor you’ll improve with better order accuracy. Inaccurate orders attract higher commission fees from online aggregator platforms, which reduces the profit you make on an order still further.
Is it a staff training issue?
Have you noticed that refund requests seem to go up when certain members of staff are on shift? If you’re tracking this data, it’s easy to spot where staff knowledge or attention to detail might be an issue and step in with some remedial training. Of course, if you’ve got proof that an order left the building with everything as it should be, there’s another potential issue…
Fraudulent refund requests
Refunds happen for all sorts of reasons, some of which are legitimate; others, not so much. A proportion of refund requests are likely to be fraudulent. You know the deal – someone claims their order didn’t show up and requests a refund, even though you know their order definitely left the building. With customers easily able to exploit a system that refunds them with no questions asked, the onus is on businesses to prove that orders have gone out.
Next-level order accuracy
We’ve developed a product that can help #QSR outlets with both the training and fraud side of refund requests by improving order accuracy. It’s called intrasurv, and it uses AI to work out when something’s incorrect or missing on an order, telling the employee so that they can correct it before it goes out. It will help you:
✔ Increase your order accuracy
✔ Minimise fraudulent refunds and higher commission fees
✔ Improve staff training and customer experience
It allows you to claw back money from refunds while providing the proof you need to contest them. Not only that, but accurate orders mean better customer service, which means great reviews, which means repeat business. Already used on over 300,000 orders a month and counting, intrasurve is something we developed in response to a request by our client Burger King, and we’re now opening it up to the wider industry. Will your business be the next to benefit?
To discover more information on how iFacility CCTV can help your business drop us a call at 01749 600 600 or drop an email to hello@ianbrown.org.uk.