1. Introduction
While we boast a 98%+ fulfillment rate, some of your delivery orders may encounter issues like riders not getting assigned or customers requesting a cancellation of the order. We help you effectively resolve these issues.
2. How do customers keep track of their delivery?
When customers place an order, they get an order tracking link. When a rider leaves your restaurant, customers also receive a rider tracking link via SMS. This link will also appear on the order tracking page.
3. Where can I see the status of my order?
To view the status for your order, log in to kitchen.tablevibe.co, go to "All orders" > click on the order number. Here you can see the:
Order details: This includes the customer contant information.
Delivery details: This includes the rider tracking link and proof of delivery.
Order status: Here you can find the different stages of the delivery.
4. What can I do when....?
a. No rider can be assigned
Your device will ring for 10 seconds, 10 minutes before the estimated pickup time if no rider has been assigned yet. A prompt will appear with the following options:
Deliver myself: Our system stops searching for a rider. You can book a rider outside Tablevibe or use your own staff for delivery. You will not pay a delivery fee to Tablevibe and the delivery fee from your customer will be automatically paid to you.
Switch to car/bike: Riders on bikes are more plentiful. If you initially booked a car, but the order can also be delivered by a bike, choosing this option will generally help you get a rider faster.
Stay in queue: Our system will continue searching for a rider. If a rider cannot be assigned within 20 minutes after selecting this option, the device will ring again and you can reselect an option.
Cancel order: Your customer will automatically receive a full refund and be notified via SMS.
Add a priority fee (Australia and Singapore 🇦🇺🇸🇬): You can add a "priority fee" via the settings wheel. This tips the driver. Drivers are more likely to accept an order with a tip.
If no option is chosen within 20 minutes after the prompt appears, the order auto-cancels. To disable auto-cancel, go to kitchen.tablevibe.co > Locations > Settings > Location > Order Settings.
b. Customer requests to cancel
You decide if you want to cancel an order. The customer paid for the order and can't cancel. If you decide to cancel the order, your customer gets a full refund if no rider is assigned. If a rider has already been assigned, customers will be refunded the subtotal of the order, not the delivery fee they may have paid. Delivery fees paid by you (the restaurant) will not be refunded to you.
To refund your customer once an order has been completed, please follow the steps in our refund guide.
c. Rider has been assigned but cancels the order
Your device will ring for 10 seconds. You can select one of these options:
Find a new rider: Our system will assign a new rider. You will only pay for the delivery once.
Self deliver the order: The rider booking will be canceled. You can book a rider outside Tablevibe or use your own staff for delivery. You will not pay a delivery fee to Tablevibe and the delivery fee from your customer will be automatically paid to you.
Cancel order: Your customer will automatically receive a full refund and be notified via SMS.
If no option is chosen within 20 minutes, the order auto-cancels. To disable auto-cancel, go to kitchen.tablevibe.co > Locations > Settings > Location > Order Settings.
d. Rider has been assigned but doesn't show up
Call the rider via the phone number provided in your dashboard if an order is not picked up 15 minutes after the "Rider pickup" time. You can:
Wait: The rider will likely arrive, albeit later than originally planned. Customers can see the updated delivery time via their tracking link. You can also inform them directly using the phone number provided.
Deliver myself: The rider booking will be canceled. You can book a rider outside Tablevibe or use your own staff for delivery. You will not pay a delivery fee to Tablevibe and the delivery fee from your customer will be automatically paid to you.
Cancel the order: Use this if there's no other option. Your customer will be fully refunded and notified automatically via SMS.
e. Order is too large for a single bike rider
There are times when the order is too large for a single rider to fulfil. We recommend:
Australia and Singapore 🇦🇺🇸🇬: Switch to a car via the settings wheel.
If you often run into this issue, ask your admin to go to kitchen.tablevibe.co > Locations > Pencil Icon > choose Auto accept orders after 1 or 5 minutes. This gives you 1 or 5 mins to choose a car, bike or "self-delivery" for every new order. Your admin can also change the default delivery method for all future orders via kitchen.tablevibe.co > Locations > Pencil Icon > Delivery settings. Keep in mind bikes are more plentiful and generally help you deliver faster.
The Philippines 🇵🇭: Book a rider outside Tablevibe or use your staff for delivery. Click on the settings wheel and select "Delivery myself".
If you often run into this issue, ask your admin to go to kitchen.tablevibe.co > Locations > Pencil Icon > choose Auto accept orders after 1 or 5 minutes. This gives you 1 or 5 mins to choose a bike or "self-delivery" for every new order.
f. Rider picked up the order, but it can't be delivered
We recommend calling the rider via the phone number provided. Keep in mind there are many reasons why riders may not be able to deliver orders on time, like a mistake in the address provided by the customer, bad traffic or being involved in an accident. Riders should return the order to you if they are unable to deliver it to the customer.
Based on your best assessment, you can:
Deliver myself: You can book a rider outside Tablevibe or use your own staff for delivery. Mark the order as "deliver myself" once the settings wheel is visible.
Ask customer to pick up: Mark the order as "deliver myself" once the settings wheel is visible.
Cancel the order: Your customer will be fully refunded and notified automatically via SMS.
To request a refund from the delivery company or refund your customers after order completion, please follow the steps in our refund guide.
g. Customer says the order was never delivered
Log in to kitchen.tablevibe.co and click on "All orders". Click on the order number to view the order status.
If the order is not completed: Click on the order number and contact the rider via the details provided in the "Delivery Details" tab. The rider may still be on their way. If needed, you can cancel the order. Your customer will be fully refunded and notified automatically via SMS.
If the order is completed: Select the "Delivery Details" tab and click on the "Retrieve" button. This will display the picture the rider took when dropping off the order at the customer's location. The rider may have left the order at their doorstep, or at the main gate/security guard if they live in an apartment complex. Please inform your customer so they can retrieve their order.
If the above does not resolve the issue, you can file a 'Refund Request.' Our delivery partners will evaluate your request and, if approved, refund both the delivery fee and the order amount. For completed orders, you will need to refund your customers, as the money has already been added to your Stripe or Xendit wallet. Don't worry, it's just a matter of a few clicks. Please follow the instructions in our refund guide.
h. Australia only 🇦🇺: Customer is unable to provide Uber PIN code
Call your customer and ask them to share the last 4 digits of their phone number with the rider to complete the delivery. The PIN code is the last 4 digits of the customers' phone number.
Do you have other questions or would you like to learn more about Tablevibe? Simply book a meeting with one of our restaurant experts here. You can also contact us via our chatbox or at hello@tablevibe.co. We are looking forward to connecting with you.