未能聯絡顧客
Unable to Contact Customer

如果你到達送餐地址後未能即時聯絡顧客,請先參閱顧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顧客。
If you have arrived at the drop off location but unable to locate the customer, please first refer to the ‘Delivery Note’, then call the customer via app.

 如顧客沒有接聽電話,請在程式內按「客沒有接聽電話」按鈕,再按「通知」讓程式自動通知顧客
同時請再致電顧客最少3次(每通電話必須持續20秒或以上),並在送餐地點等候最少10分鐘(程式會自動計時)

If the customer is not picking up the call, please press [Eater didn’t answer] button, then press [Notify]
Meanwhile, please call the customer at least 3 times (duration of each call should last at least 20 seconds), and wait at the drop off location for 10 minutes (system will calculate automatically)

程序指引
 Guideline
如果10分鐘後仍未能與顧客聯絡,請不要按「行程結束」,亦無須聯絡行程支援團隊。只需於訂單完成後兩小時內跟隨指引完成送餐程序,否則將會影響完成率:
If you still cannot reach the customer after waiting for 10 minutes, please follow the instructions WITHIN 2 HOURS without contacting On-Trip Support, or else your completion rate will be affected:

Step 1:將食物放在附近安全位置(如單位大門/ 大堂接待處)
Place the food at a safe place (at the room door/ lobby reception/ common area)

Step 2:於程式內對話界面通知顧客有關食物存放之位置  (可參考以下範例)
Inform the customer about the food location via in-app chat box (refer to the following example)

Step 3:返回程式拉「完成行程」
Back to the app and press [Complete Trip]


Step 4:
填寫*無法聯繫顧客紀錄表* 上傳照片以作紀錄 (可參考以下範例):
Fill in the *Unable to Contact Customer Record Form* and upload screenshots accordingly (refer to the following examples)

a) 你嘗試打給顧客的通訊記錄截圖 Call log between you and the customer
(須有最少3次致電記錄 & 每通電話必須持續20秒或以上 / With date & time and duration & duration of each call should last at least 20 seconds)

b) 食物放置地方的照片 Photo of where you left the food

短訊範例 Message Template

可參考以下範例,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/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 placed at (doorman office/ concierge/ your door). We look forward to seeing you again on Uber Eats.

填寫資料指引 Cannot Contact Customer Form Guideline

 

截圖範例 Screenshots Example

小貼士
Tips
完成行程時勿按「無法送達」/「行程結束」,否則我們將無法計算你該行程的費用
DO NOT select ‘Unable to Delivery’ or ‘End Trip’, otherwise we will not be able to calculate your trip fare
如客人之聯絡電話設定為外國電話,請以 Uber 程式內的訊息進行溝通
If the customer possesses a non-HK contact number, you can contact the customer by Uber in-app messages