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Use this Sheet
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Technical InquiryTransmission DeviceTablet lost or stolenVendor reported that the tablet is lost or stolen
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Tablet damagedVendor reported that the tablet is damaged
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Charger lost or damagedVendor reported that the charger is lost or damaged
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Connection issuesThe device cannot connect to the WIFI
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SIM Card Connection issuesSIM card has no connection
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Hardware issuesGeneral Tablet IssueHardware issue in the tablet/ Sunmi device
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General PC IssueHardware issue in the vendor's PC
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Other Hardware IssueOther hardware issues
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Hardware chase upHardware follow-up
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Partner channel transmission device changePartner channel transmission device change
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SIM card returnA vendor is asking to return the SIM we provided them or is asking about replacement for the SIM card
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Partner can not see the order or can not acceptPartner can not see the order or can not accept
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Partner appApp does not receive ordersVendor unable to receive orders in the application
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App shows blank screenApplication showing a blank screen
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Functionality questionGodroid Feature (Plugin) Usage inquiry/issueVendor has an issue with a feature in the GoDroid/Gowin or they inquire about it (no training needed and they are aware of how to use it)
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Godroid/Gowin training requiredVendor has an issue due to lack of awareness
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Transmission method changeVendor is requesting to change order transmission method
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Other App issuesApp Language Change/IssueVendor reported issues related to the application's language
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Other App IssueVendor reported other issues related to the application
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Unable to loginVendor is unable to login to goApp / goWeb / Pelican
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PrinterPrinter stolen or lostVendor reported that the printer is lost or stolen
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Printer damagedVendor reported that the tablet is damaged
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Not printing due to technical issuePrinter unable to print due to technical issue(s)
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Connection issuesPrinter cannot be connected to the tablet
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Partner PortalUnable to log inVendor unable to log in into the Restaurant Portal, Account Creation
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Invoice missing on portalAn invoice is not showing up in the Restaurant Portal
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Functionality questionVP Feature/Plugin Usage QuestionVendor has an issue with a feature in the Vendor Portal or they inquire about it (no training needed and they are aware of how to use it)
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Partner portal training requiredVendor has an issue due to lack of awareness
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Technical problemVendor reported technical problem with the portal
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Front end websitePartner page is missingRstaurant is HiddenVendor claimed that the partner page is missing on the website and we can see their status is Hidden
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Restaurant does not show up on website/appVendor claimed that the partner page is missing on the website
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Information incorrectVendor claimed that the information about their restaurant is wrong on the website
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Delivery area incorrectVendor claimed that the delivery area is incorrect on the frontend
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Restaurant shown as closedVendor claimed that the restaurant is closed on the frontend
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POS integrationTechnical problemVendor is having technical issues with the POS intergration
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Set-up or changeVendor would like to set-up or change the POS intergration
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Deals and promotionsQR code issue Vendor inquired about a QR code issue
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Partner data updateBasic profile changePartner name changePartner requested to change the person contact name
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Partner contact details changePartner requested to change the person contact details
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Partner bank account details changePartner requested to update the bank account details
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Partner details changesRequest - Partner details changesPartner requested to change the partner details (scenario not covered above)
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General Partner Data InquiryPartner is inquiring about his Data to validate or to confirm it
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Address changePartner requested to change the location/address
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Change of business registrationPartner requested to change the business registration / store/restaurant ownership
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SchedulingUpdate operating hoursPartner requested to update operating hours
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Update schedule temporarilyPartner requested to update schedule temporarily
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Reactivate restaurant after temporary closurePartner requested to reactivate restaurant after temporary closure
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Check backend statusPartner requested their status in the backend
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Delivery changesChanges in minimum order valuePartner requested to change MoV
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Changes in delivery feePartner requested to change delivery fee
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Delivery area changePartner requested to change delivery area
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Change delivery timePartner requested to change delivery times
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Change of payment method offeredPartner requested to change payment method offered
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Incorrect pinpointPartner requested to change the pinpoint shown
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Change preparation TimePartner requested to change preparation time
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Enable / Disable pick-up functionPartner requested to enable/disable the pick-up function
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Content updateMenu update - MinorDescriptionPartner would like to change the menu description
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Layout changeLayout changePartner would like to change the menu layout
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Menu Cuisine Partner would like to change the menu cuisine
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Prices changePartner would like to change the menu price
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Remove or hide dish/menu categoryPartner would like to remove or hide the dish/menu category
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Shops catalog minor changesPartner would like to change minor items in the menu and this is NFV partner
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Menu update - MajorAdd items/ toppingsPartner would like to add items/ toppings
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Add menu categoryPartner would like to add menu category
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Full menuPartner would like to a full menu
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Allergens UpdateAllergens Update
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Update menu settingsUpdate menu settingsUpdate menu settings
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Vertical Type Inquiry/ChangePartner would like to change their vertical type
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Menu characteristics update
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Menu copy
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Shops catalog major changesPartner would like to change minor items in the menu and this is NFV partner
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Shops catalog SKU updatePartner would like to update the SKU of an item
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Imagery only updateChange/upload product photoPartner would like to change/upload product photo
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Change/upload listing imagePartner would like to change/upload listing image
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Change or upload logoPartner would like to change or upload logo
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Live order inquiries by restaurantIssue with orderCustomer information missingVendor claimed that the customer information missing
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Customer cancellationVendor inquired about the customer cancellation
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Order information missingChange Order Status to SuccessfulChange Order Status to Successful
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Courier collected (wrong Item)Courier collected wrong item
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Courier collected wrong orderCourier collected wrong order (Full Order)
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Customer Complaint Raised to PartnerCustomer Complaint Raised to Partner
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Delivery time/date Change RequestDelivery time/date Change Request
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General pick up inquiryGeneral pick up inquiry
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Order Confirmation Order Confirmation
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Order Translation RequestOrder Translation Request
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Order Payment InquiryOrder Payment Inquiry
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Refund Request/InquiryRefund Request/Inquiry
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Special Request InquiryAny request or inquiry related to the special request.
(confirmation or clarification)
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Unclear/Incorrect Partner LocationUnclear/Incorrect Partner Location
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Restaurant too busyVendor claimed that the restaurant is too busy, Prepration time will be extend
OR Electricity issue & Kitchen issue
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Delivery staff too busyVendor claimed that the delivery staff is too busy
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Customer outside of delivery areaVendor claimed that the customer is outside of the delivery area
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Order placed outside of opening hoursVendor claimed that the order is placed outside of the opening hours
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Fake orderFake Order ConfirmationVendor suspected a fake order
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Partner Cancellation - Blacklisted CustomerVendor suspected a fake order and requests cancellation
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Test Order by PartnerTest Order by Partner
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Duplicate orderVendor suspected a duplicate order
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Product unavailableProduct unavailable - Modification/ReplacementVendor informs about that an item is unavailable