Learn about how we track issues on ezCater orders and how you can submit disputes to have inaccurate issues removed
Our customers plan their events with the expectation that the order will arrive in full and ready to eat at the time they requested. Instances where we fail to meet these expectations are marked as fulfillment issues that can count against your operational metrics.
Why is this important? When your operational metrics are affected it can lower your search ranking and lead to you being bumped down in the search results, thereby affecting your visibility and potentially how many orders you receive.
Types of Fulfillment Issues
Types of potential order issues:
- Timing issues including early/late delivery (outside of delivery window) and food not ready for ezDispatch
- Delivery issues such as delivery instructions not being followed or an order being delivered to the incorrect location
- Food issues such as missing items, bad/inedible food, or special instructions not being followed
Viewing Reported Order Issues
You will have visibility into any order issues right in your ezManage account.
Operational Metrics
First, if there are issues from the past 90 days that are affecting your metrics including Order Accuracy, Food Ready for ezDispatch and On-Time Delivery - navigate to the Operational Metrics tab and click on one of the metric cards. You will then see a drill-down of any orders that are affecting that particular metric (screenshot below). Click into the order to see more details on the Order Details page.
Completed Orders
Navigate to your Completed orders section to view all orders that have already been fulfilled. In the list of orders shown on this page there is a column labeled "Issues" which will show you the number of any order issues flagged on the order (see below). Click on the order to open and view any of the reported issues.
Order Details Page
After opening an order to view the Order Details, there will be a red-outlined box on the right hand side showing a breakdown of any reported fulfillment issues:
Dispute Process
If you have an order that is inaccurately counting against your metrics, you can submit this form and appeal to have it removed. You can access the same form by clicking the "contact us" link shown on the order details page where the fulfillment issues are listed (screenshot above) or by clicking the "dispute here" link shown on the Completed, Rejected and Canceled orders sections:
Complete the form and someone from our Operations Team will review your dispute and investigate the order to confirm that the issue needs to be removed. We will follow up with you to let you know the results of our investigation. Please understand that it may take a few business days to review your dispute.
Avoiding Fulfillment Issues and Reducing Disputes
We highly recommend reading through our Operational Best Practices in order to provide accurate/on-time orders to our customers and to avoid having any issues on orders that may affect your metrics and visibility in the Marketplace.
To avoid disputes related to order readiness on ezDispatch orders, be sure to utilize our Ready for Pickup tool so you have timestamped proof that your order was ready for the driver on-time.
For any questions regarding order issues/disputes please reach out to our Catering Partner Operations Team via catereroperations@ezcater.com.