Best practices for resolving customer complaints regarding delivery

Resolving delivery complaints is more complex than in a restaurant: no direct contact, no possibility of immediately re-making the dish. Your only channel is the written response on the platform.

The HEAR protocol: Hear (listen to the problem), Empathize (show empathy), Apologize (apologize sincerely), Resolve (propose a solution). Apply it to every complaint.

Response times are important. Please respond within 4 hours if possible, with a maximum of 24 hours. Beyond that, the client considers you to be ignoring their problem and may escalate their complaint.

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Document each complaint in an internal log. Date, order, type of problem, response provided, result. This log reveals patterns and guides your improvements.

Recurring complaints on the same subject (temperature, missing item, packaging) indicate a systemic problem. Do not address each occurrence individually – correct the root cause.