Customer Phone Calls Quick Reference Guide
Use the responses below when a customer calls with questions about their delivery order.
📍 Tracking Link Isn’t Working / Not Updating
Customer Says: "My tracking link isn’t working or hasn’t updated."
Suggested Response: “Thanks for calling! Sometimes tracking links don’t come through or may not update properly. Can I please get your name and phone number? I’ll have our delivery support team give you a call with an update on your order status.”
🛵 Order Missing / “Where’s My Food?”
Customer Says: "Where’s my food?" or "My order never arrived."
Suggested Response: “I’m so sorry to hear that! Sometimes drivers leave the food at the door without knocking, or tracking may not update. Can you please check your front door, porch, or building lobby?”
✅ If they still can’t find it: “We’ll contact our delivery support team to confirm the status and have them reach out to you. Can I please get your name and phone number?”
🔁 Canceling or Changing an Order
Customer Says: "I want to cancel or change my order."
Suggested Response: “I’m so sorry there is an issue with your order. Once an order is placed, we cannot cancel or make changes directly at the restaurant. You’ll need to go through the app you used to place the order—like Uber Eats, DoorDash, or Grubhub—for any changes or cancellations.”
❌ Pick-Up Orders
If a customer is calling about a pick-up order, ZipFleet cannot assist—we do not have access to customer information for pick-up orders. You will need to call the delivery service directly for support.
💬 Additional Notes for Restaurant Staff:
- Please always gather the customer’s name and phone number before escalating.
- Provide those details to ZipFleet support using the QR code so we can assist directly.
- Reassure the customer that our support team will call them to provide status updates or resolve the issue.