Order Errors
We aim to correct issues, even when the order doesn’t go as planned.
**Eatfuti Order Errors**
When things don’t go as expected, we strive to make them right. Customers seek convenience, merchants aim to fulfill orders promptly and correctly, and delivery personnel are hard at work delivering orders. Most of the time, everything works out. But when it doesn’t, we're prepared to swiftly turn a frustrating situation into a satisfactory one.
That's why we have support procedures in place to address customer issues on your behalf—fairly and efficiently. Sometimes, this involves issuing refunds to customers who have had negative experiences. In such cases, your business may be responsible for these refunds, which are applied as order error adjustments to your payouts.
**Eatfuti Packaging**
Protecting Against Fraud
We take fraudulent behavior very seriously and have robust filters to monitor both customer and delivery personnel actions—we do not make adjustments for suspicious refunds.
**Customer Fraud**
**Delivery Person Fraud**
**Excessive Refund Request Rates**
We monitor customer refund history and block those who abuse our refund policy—which varies by region—from making these claims.
**Photo Evidence Required**
We often require photo submissions as evidence before deciding on a refund.
**Escalation Circumstances**
We escalate cases to a specially trained team for thorough investigation and review before finalizing refund decisions for requests that are:
- Not filed within a reasonable timeframe
- For high-value orders
- Involving alcohol items
- From first-time customers
**Order Error Adjustments** While most orders on Eatfuti proceed without issues, a small percentage might encounter errors reported by the customer, the delivery person, or the merchant. Order error adjustments are customer refund costs that are deducted from store payouts for issues within the merchant’s control, following fraud checks.
These are the costs deducted from store payouts to cover order errors:
- **Customer Compensation**: We address customer errors on your behalf, occasionally issuing Eatfuti credits or providing refunds.
- **Merchant Charges**: Some refund costs may be passed to merchants after fraud review and excluding cases with extenuating circumstances.
**Possible Merchant Charges When Customer Refunds are Issued:**
- **Missing Items**: Customer did not receive an item or part of an item that was ordered.
- **Incorrect Items**: Customer received an item or part of an item that was incorrect.
- **Incorrect Orders**: Customer received an incorrect order.
- **Undelivered Orders**: Customer never received their order due to various reasons such as using your own delivery staff, your store being closed unexpectedly, etc.
- **Late Deliveries**: Orders delivered significantly past the estimated delivery time by your staff.
**Not Merchant Charges, Even When Customer Refunds May Be Given:**
- **Late Customer Reports**: Errors reported more than 96 hours after the order was placed.
- **Fraudulent Activity**: Errors on orders with potentially fraudulent customers or delivery personnel.
- **Suspicious Deliveries**: Customer complaints about orders delivered under suspicious circumstances.
**Calculating and Monitoring Adjustments**
Order error adjustments include the cost of the food (including tax/VAT) at the time of the order but do not cover other fees that might be refunded to the customer. We make it easy to stay informed by including order error adjustment details in multiple places on your dashboard.
**Minimizing Order Errors**
We've gathered best practices from merchants on how to minimize errors that could lead to customer refunds and adjustments:
- Ensure your menu is up-to-date with correct prices and options.
- Use printed receipts to verify order accuracy.
- Seal each order with tamper-evident materials.
- Clearly mark each bag with the order number and bag count.
- Ensure correct handoff to delivery personnel.
We are always here to support your business and are willing to review any case where you feel an error has been made unjustly.
Please note: Disputes must be submitted within 30 days of the order date through the dispute feature in the Eatfuti Manager portal. We aim to resolve disputes quickly, typically within about an hour.