Case study: Mission Burrito & Videoloft
- Vertical: Resturants
- Location: UK
- Requirements: Minimize refund disputes
How Mission Burrito used Videoloft's Order Cam to minimize refund disputes
The requirement
Mission Burrito are a quick service restaurant chain committed to serving ridiculously good burritos which are fresh, fast and flavoursome. Over 20% of Mission Burrito orders are deliveries which are fulfilled by online food delivery platform Deliveroo.
Deliveroo automatically refund a customer if they receive a complaint that an item was missing – and Mission Burrito have to foot the bill for these refunds. Despite having rigorous processes in place to ensure every item is included in an order, these complaints cost Mission Burrito up to $550 per week.
The solution
The only way to dispute a complaint is to send Deliveroo photographic evidence of the full order before it is given to the delivery driver. Thanks to Videoloft, Mission Burrito now have a system in place to take these photos with minimal disruption to their preparation process.
They simply lay out the full order and Deliveroo receipt, then push a wall-mounted button which triggers a camera to take a photo. This photo is sent straight to the Videoloft cloud, where Videoloft’s text recognition analytics technology reads the Deliveroo order number from the receipt. It is then automatically emailed to the restaurant manager, with the order number as the subject line.
The result
Mission Burrito has successfully implemented a system for managing delivery disputes with Deliveroo, allowing them to efficiently handle claims for missing items.
Now, when Deliveroo seeks payment for a “missing item,” Mission Burrito simply sends them the relevant photo, and the case is closed
