At Chowdeck, we strive to provide our users with a seamless and convenient experience. Unfortunately, there are instances where a delivery may be marked as failed due to various reasons such as the customer not picking up their phone, being unreachable, or providing an incorrect address. This article is designed to guide you through navigating failed deliveries and requesting a re-delivery.
What to do when a delivery fails?
Notification
If a delivery fails, you will receive a notification on the app, informing you of the unsuccessful attempt. This could be due to reasons such as the customer not answering the phone, an unreachable phone number or location, or an incorrect address.
Review Details
Take a moment to review the details of the failed delivery, including the reason for the failure. This information will be crucial in understanding what went wrong and how to prevent it in the future.
Redelivery Request
If the failed delivery occurred within the past hour and before 7 pm, you have the option to request a redelivery. Simply go to the order details page on the app and click the "Request Redelivery" button.
New Delivery fee
For redelivery requests, a new delivery fee will be applicable. This fee is necessary to cover the additional logistics and resources required for the redelivery attempt.
Limitations for Redelivery Requests
Redelivery requests can only be made within 90 minutes of the failed delivery. If the initial delivery attempt was made over 90 minutes ago, we unfortunately, will not be able to re-deliver nor issue a refund.
Redelivery requests are only valid if initiated before 7 pm on the same day as the original order. For late-night orders, we are unable to process a redelivery request as vendor operations tend to wind down from this time, leading to operational constraints on our redelivery process. We appreciate your understanding in these situations.
Important to note: If the failed delivery occurred after 7 pm or if the redelivery request is made more than 90 minutes after the initial attempt, unfortunately, we will not be able to fulfill the redelivery request or issue a refund. We encourage customers to ensure that they provide accurate delivery information and are fully available and reachable to receive their orders.
While we strive to make every delivery successful, unforeseen circumstances may lead to failed attempts. By understanding the process of handling failed deliveries and redelivery requests, you can navigate these situations with ease and continue enjoying the convenience of Chowdeck.
Feel free to reach out to our support team in-app if you have any additional questions. Thank you.