Crafting a Refund Strategy for a Food Delivery Service

Requirements Clarification & Assessment

1. Objective Clarification:

   • Primary Goal: Establish a refund policy that balances customer satisfaction and loyalty with revenue protection.
   • Secondary Goals: Reduce churn, prevent fraud, and maintain competitive advantage.

2. Historical Context:

   • Current Practice: Refunds have been handled on a case-by-case basis with no standardized policy.
   • Refund Scenarios:
     • Late delivery
     • Incorrect or missing items
     • Non-delivery

3. Data Collection Needs:

   • Past Refund Data: Analyze past 3 months of order and refund data, including reasons and values.
   • Customer Behavior: Track patterns in customer refund requests and satisfaction metrics.

4. Constraints & Considerations:

   • Budget: Determine acceptable refund budget limits.
   • Time Frame: Define the period within which refunds can be claimed (e.g., within 24 hours of delivery).
   • Fraud Detection: Establish measures to prevent abuse of the refund policy.

5. Stakeholder Input:

   • Customer Support: Insights on frequent complaints and customer expectations.
   • Finance Team: Impact on revenue and profitability.
   • Delivery Partners: Feedback on delivery-related issues and responsibilities.