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Complaints

The complaints section is where you record and manage issues raised by customers about their orders — for example, a wrong meal, a missing item, food that arrived cold, or a late delivery.

Keeping a record of complaints helps you identify recurring problems, improve your service, and have documentation if a dispute needs to be resolved.

Recording a complaint​

Go to Complaints in the main menu and click + Create.

Fill in:

  • Customer — who raised the complaint
  • Date — when the issue occurred
  • Reason — choose from the available categories (wrong item, cold food, missing portion, late delivery, etc.)
  • Description — a free-text note with more detail about what happened

Click Save to create the complaint record.

Resolving a complaint​

Once you have investigated and resolved the issue, open the complaint and update its status to Resolved. Add a note describing what action was taken (for example, a replacement meal was sent, or a credit was applied to the invoice).

Viewing complaint history​

The complaints list shows all open and closed complaints. You can filter by date, reason, or customer to spot patterns — for example, if the same customer has multiple complaints about cold food, it may indicate a delivery route issue.

Complaint reasons​

The list of available complaint reasons is managed under the Settings. If a reason you need is missing, ask your system administrator to add it.