ezCater utilizes a streamlined compensation process that allows Catering Partners to focus on their operations
Compensation Process
- Customer reports an issue with their order
- If it is determined that compensation is required and we deem that you are at least partially responsible, we will determine a compensation amount that is appropriate and proportionate to the nature of the order.
- The determined compensation will be provided to the customer on your behalf and the order will be updated.
- We send you a follow-up email outlining the compensation that was provided and the reason behind our determination.
How We Determine Compensation Amounts
We've done substantial historical analysis as well as interviews and surveys with customers and caterers, and we base our current guidelines on the amounts most consistent with what customers request, and caterers have agreed to, for given order issues.
Disputing Compensation
In our follow up email we will include a link to our Compensation Dispute Form which you can submit should you disagree with our determination. Disputes are reviewed by our Catering Partner Operations Team who will evaluate the customers claim along with the catering partners dispute, including any relevant evidence and documentation provided by the caterer or otherwise available.
This team will then determine if the compensation amount will be removed, edited, or allowed to stand. The team may also ask for additional information to clarify or validate the dispute.
Food Ready for Pickup Tool
In order to minimize and streamline the dispute process, utilize the Food Ready for Pickup tool. This feature which is available on all ezDispatch orders and takeout orders, allows you to mark the order ready for pickup and will provide a time-stamped photo of the order as proof of readiness.
Benefits of using this feature:
- Decreases order being inaccurately counted as Not Ready for ezDispatch, missing items or related issues which can all lead to a need for customer compensation from you.
- Streamlined dispute process for relevant issues as timestamps and photos will already be present on orders where evidence is needed.
- Significantly increase dispute approvals.
- Decrease order-status inquiries from our Customer Service team during your busiest hours.