How to avoid mixed orders?
A mixed order is an order that the customer receives instead of the order they placed.
Imagine waking up on a Saturday morning and wanting only one thing in the world - a burger with fries and a fizzy drink. A few clicks on the app and you're on your way to rest, knowing that the restaurant has already started preparing your order. When you hear the doorbell ring, you run to pick up your order, only to run into a problem - you didn't get your order, and instead of a juicy burger, you've got a set of salads. Sound fun?
How our platform is affected by mixed orders:
1. Our customers who choose to place an order via the Wolt platform are disappointed - this situation may result in the loss of the customer.
2. More than one customer is usually affected by mixed orders. A customer who has placed an order that has been delivered to someone else will also have to wait for us to prepare and deliver it again.
3. Mixed orders are not a cheap pleasure and, as a result, we have to compensate not only the disappointed customer but also the restaurant.
We would like to share with you a few tips that we believe can help you avoid as many mixed order situations as possible.
FIRST TIP: Please check your order before leaving the restaurant. Did you know that most of the time when an order is mixed up, it happens while the courier-partner is still inside the restaurant?
We agree that as a Wolt courier partner we have to deal with the fast pace of order delivery, but it is always better to ''measure nine times and reap ten'', i.e. to make sure that the restaurant has prepared and served the customer what they ordered when they pick up their order. Also check that the customer's name or order number is written on the bag.
If the restaurant has not marked the order, do not be afraid to ask them about the order you have picked up and ask them to clarify whether it is the order of the customer who placed the order. It is also important to note that there may be cases where two customers with the same name place orders at the same time. Only by working together we can ensure that you leave the restaurant with the correct order.
Second tip: Please be careful when delivering in bundle order mode. When delivering orders in bundle order mode, courier partners often have more than one order in their bag at the same time. In such cases, it is important to remember that the order of delivery is not necessarily ''this order has been picked up first, so it will be delivered first''.
When you pick up an additional order while you already have an order, make sure that the two orders are separated in the bag and remember which order should go to the customer. Before handing over the order, double-check that the customer's name matches the name on the bags or boxes.
Third tip: Before handing over the order, ask the customer if the order is the one they ordered. When you reach the address the customer has given you, remember that you can take one extra step to contact the customer. Say hello to the customer, and ask under what name the order was placed. This will also help you to see if you are delivering the right order!