取消訂單政策 Cancel Policy

取消訂單政策 Cancel Policy

如果在送遞過程中遇到任何問題導致可能需要取消訂單,請按照以下說明進行下一步:

If you encounter any problems in the delivery process that may cause the order to be cancelled, please follow the instructions below to proceed to the next step:

等候取餐多於10分鐘 Waiting more than 10 minutes at Restaurant

無法聯絡食客 Unable to Contact Customer

無法聯繫食客記錄表

Unable to contact Eater’s Record Form

【按此】[Click Here]

 

假如到達食客地址後找不到食客 

如果你到達送餐地址未能即時聯絡食客,請先參閱食客在應用程式寫下的”送餐備註(Delivery Note)”,然後嘗試通過應用程式致電食客。如食客沒有接聽電話,請在程式內按”乘客沒有接聽電話”按鈕,再按”通知”讓程式自動通知食客。同時請再致電食客最少三次,並在食客指定地點等候最少10分鐘(程式會自動計時), 10分鐘後如果仍未能與食客聯絡,請不要按”行程結束”,並不要打上台,只需要完成以下程序:

  1. 將食物放在附近安全位置 (如單位大門,大堂接待處)
  2. 於程式內對話界面通知食客有關食物存放之位置(請參考下方短訊範例)
  3. 填寫無法聯繫食客記錄表並上傳相關截圖或照片以作紀錄 (請參考下方照片範例)
  4. 嘗試打給食客的通訊紀錄截圖(須有最少三次致電記錄
  5. 食物放置地方的照片 
  6. 最後請返回程式按”確認下車”按鈕,再選擇適當收件人(勿按”無法送達*”) ,然後拉完成行程(不要按”行程結束*”*請勿按行程結束或無法送達,否則我們會收取該行程車資作行政費用

 

If you have arrived at the drop off location but unable to locate the eater, please first refer to the delivery note from the eater, then call the eater. If the eater is not picking up their phone, please press “Eater didn’t answer” button, then press “Notify”. After that, please call the eater at least 3 more times, and wait at the drop off point for 10 minutes (system will count down automatically). If you still cannot reach the customer after waiting 10 minutes, please do not press “End Trip” and do not need to call us, but please follow the steps below:

  1. Place the food at a safe place (at the room door/ lobby reception/ common area)
  2. Inform the eater about the food location via In-app chat box
  3. Fill in the “Unable To Contact Eater’s Form” below and upload relevant screenshots:
  4. Call log between you and the customer (call the eater at least 3 more times)
  5. Photo of where you place the food
  6. Back to the app and press “Confirm Drop off”,select suitable recipient(Not ”Unable to Deliver*”) ,then press “Complete Trip”(Not ”End Trip*”)*Do NOT select “End Trip” or we might charge the corresponding trip fare as administration fee

 

短訊範例 SMS Template:

請選出最適合的範例,或視符情況寫一個更貼切的位置。

Please select the best option , or you can write a better fit option depends on the situation.

你好,感謝支持Uber Eats,由於我們未能於電話聯絡閣下,閣下所預定的食物已放在閣下地址的管理處/前台。Uber Eats 很期待能再次為你服務。
Thank you for supporting Uber Eats, as we can not contact you via phone, your order has been temporarily stored in your doorman office / concierge. We look forward to seeing you again on Uber Eats.

你好,感謝支持Uber Eats,由於我們未能於電話聯絡閣下,閣下所預定的食物已放在閣下的門口前方。Uber Eats 很期待能再次為你服務。
Thank you for supporting Uber Eats, as we can not contact you via phone, your order has been temporarily placed in front of your door.We look forward to seeing you again on Uber Eats.

你好,感謝支持Uber Eats,由於我們未能於電話聯絡閣下,閣下所預定的食物已由閣下地址的他人代領。Uber Eats 很期待能再次為你服務。
Thank you for supporting Uber Eats, as we can not contact you via phone, your order has been temporarily given to someone else in your address. We look forward to seeing you again on Uber Eats.

 

 

 

 

 

 

 

 

  1. 等候餐廳10分鐘後,食物還未準備好,取消行程即可,不用填寫此表,$18.7 的取消費,會自動在每星期的帳單顯示。
  2. 假如你到達食客地址後聯絡不到食客,請參考下列指引完成行程,填寫此表,否則可被收取$200 食物費用
  1. After waiting at the restaurant for 10 min and the food isn’t ready, you can just cancel the trip and no need to fill this form. Your $18.7 cancellation compensation will reflect in weekly statement automatically
  2. If you cannot contact the eater when you arrive at the address, you must fill in this form and follow the instructions below, or else a $200 food cost may be charged.