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 under the Completed Orders tab.
Completed Orders Tab
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.
If something looks wrong, you'll be able to submit a dispute from within the order details page by clicking the "Dispute an issue" button.
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.
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 and a button to dispute the issue if something looks wrong:
Dispute Process
If you have an order that is inaccurately counting against your metrics, you can dispute an issue to have it removed by clicking into the order, and clicking the green button that reads "Dispute an issue" and filling out all the details within the form and adding any photos that support your dispute. Watch our video below to see how to submit a dispute.
We will follow up with you to let you know the results of our investigation. The Operations team will review the submitted dispute, usually within 3–5 business days. You’ll receive a follow-up email which will outline the final decision—whether the compensation is removed, edited, or left unchanged.
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.