Customer scams on delivery apps cause damage to restaurants

Nine leaders of associations in the restaurant and food delivery sector met with representatives of Ifood, last Friday (3), to talk about improvements in the relationship between the company and its partners. Among the main complaints are the frequent scams of customers who cancel orders without reason and leave all the damage to the establishments.

Photo: Marcello Casal Jr./Agência Brasil

The president of ABRABAR (Brazilian Association of Bars and Nightclubs), Fábio Bento Aguayo, was at the meeting and told in an interview with Banda B that insecurity on the platform increased after the pandemic.

“With the pandemic, the number of scams has grown. A lot of people pretending to be a delivery man, creating fake pages and promotions or a customer who unfortunately is often bad character and uses the tool to apply scams in restaurants. They receive the product but cancel the order, do not return it, or cancel the pix payment. As there is often a lack of more urgent and brief communication between the platform and the restaurants, some take advantage of these gaps”, explained Aguayo.

Due to complaints from entrepreneurs, there must be changes to the application’s cancellation policy.

“Ifood has already created a tool within the platform to combat this type of thing, we are going to carry out guidance campaigns for entrepreneurs together, because many are still not used to delivery apps. Now, through the CPF, we will be able to block customers who are proven to apply this type of scam in establishments. There will be a fight against fraudsters together with sector entities, establishments and delivery companies”, said the president of ABRABAR.

The meeting between industry representatives and Ifood is an ongoing program, the fourth meeting held this year, and the first in person at the company’s headquarters.

The delivery company also presented deliveries and advances in the demands discussed in previous meetings. And, among the topics addressed during this meeting, in addition to cancellations and the more active participation of partners in this process, security issues and the valorization of couriers, clarifications on taxation and the business model, in addition to hearing about the day-to-day needs, general doubts and possibilities of taking demands from the sector to the congress in an institutional agenda of public policies. At the end, a visit was made to visit the company’s headquarters.

Solutions

“Our commitment is to improve our service and bring joint solutions to our partners. Listening to associations is a fundamental part. We are very pleased to bring this group together, which largely represents a segment of more than 500 thousand establishments”, says Arnaldo Bertolaccini, director of restaurants at iFood.

In a note sent to B bandiFood states that it repudiates misconduct by any user registered on the application, whether consumers, partner establishments or independent delivery men.

“In cases of cancellation requested by the customer, iFood assesses the reasons and whether they are in line with the Platform’s Terms of Use, which customers and partners are aware of when joining the platform. It is important to note that in case of violation or failure to comply with the terms, the cancellation may not happen, or the restaurant will have a full refund of the order.

To reduce cancellations, the company implemented the Delivery Confirmation Code for basic plan partners – which would have reduced an average of 55% of cancellations for the restaurants that are using it -; and created a whistleblower channel so that the restaurant can alert allegedly irregular customer conduct, for a deeper analysis based on the Platform’s Terms of Use.

“Furthermore, other tools are also under development, notably the submission of evidence by the consumer to the iFood arbitration flow; a channel for the restaurant to talk to the customer after the order is complete; and the review of the cancellation and credit policy, which will increasingly take into account the use of tools to support the restaurant”, reveals Ifood.

Read the company’s full statement:

“iFood repudiates misconduct by any user registered on the application, whether consumers, partner establishments or independent delivery men.

As an intermediation platform that connects customers to restaurants, we provide a channel for the consumer to activate the partner during the order and record any observations or ask questions about the purchase.

In cases of cancellation requested by the customer, iFood assesses the reasons and whether they are in line with the Platform’s Terms of Use, which customers and partners are aware of when joining the platform. It is important to note that in case of violation or failure to comply with the terms, the cancellation may not happen, or the restaurant may have a full refund of the order.

The company reiterates that improving the experience and bringing more transparency to restaurants regarding its platform and evolving the tools offered is its commitment to partners. To reduce cancellations, the company implemented the Delivery Confirmation Code for basic plan partners – reducing on average 55% of cancellations for restaurants that are using it -; and created a whistleblower channel so that the restaurant can alert allegedly irregular customer conduct, for a deeper analysis based on the Platform’s Terms of Use. In addition, other tools are also under development, notably the submission of evidence by the consumer to the iFood arbitration flow; a channel for the restaurant to talk to the customer after the order is complete; and the review of the cancellation and credit policy, which will increasingly take into account the use of foundation tools in favor of the restaurant.

To consolidate all initiatives, the company created an unprecedented continuous improvement report, which is available on the iFood for Partners blog. In it, partners have a consolidated view of the improvement fronts in the main issues raised by them, such as the cancellation itself.”

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