- Track live orders from placement to delivery and flag delayed, stuck, or unassigned orders.
- Manually assign or reassign orders to couriers when auto-dispatch fails, and monitor delivery times, acceptance rates, and cancellations by zone.
- Monitor courier availability and supply against demand in each area.
- Handle rider issues, including no-shows, breakdowns, accidents, restaurant wait times, and unreachable riders.
- Coordinate incentives or surge boosts with the supply team during peak hours.
- Support rider onboarding issues and app or login problems.
- Contact restaurants about delayed preparation, rejected orders, and out-of-stock items; follow up with vendors who are offline or slow to accept orders.
- Update menu availability and opening hours in real time, and escalate repeat vendor issues to account management.
- Resolve live order problems, process refunds, compensation, and re-deliveries according to policy, and contact customers about delivery issues.
- Coordinate with customer support on escalated complaints.
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