🆘 Who handles my customers regarding their orders?

Who is responsible for customer communication? 

You, as the restaurant/merchant, are responsible for:

• Keeping customers updated when an order is running late.
• Contacting customers if there is an issue with their food, stock, or prep.
• Handling any service recovery (e.g. goodwill gestures, voucher decisions) you choose to make directly with your customers.

Slerp:

• Provides the ordering and delivery platform.
• Connects to courier partners where applicable.
• Provides support to you and your delivery customers where our systems and courier data can help, but we do not own the customer relationship.

Why Slerp can’t contact your customers “on your behalf”

Because of GDPR and data protection rules, Slerp cannot freely use or market to the customer data you collect through your Slerp store.

We can support with order and delivery issues, but:

• We are not the restaurant brand the customer ordered from.
• We don’t decide your compensation policies.
• We cannot replace your own customer service.

When the order is running late

If you can see that an order is likely to be late (for example, the kitchen is behind or you’re waiting longer than usual for a driver), you should:

1. Proactively contact the customer
   • Use the customer details visible in your orders to call or message them.
   • Explain the delay and give a realistic new ETA where possible.
2. Check the courier status (for delivery orders)
   • In your Slerp app:
     • Open the order and use Track courier to see the driver’s details and ETA.
   • In your Slerp Controls Dashboard:
     • Go to Orders, open the order, and check the Delivery tab for:
       • Courier name and contact number (if available)
       • The tracking link for live driver location and ETA
3. Update the customer based on what you see
   • Let them know if the driver is near, delayed, or if you’re still waiting for assignment.

How Slerp supports your delivery customers

Customers can also reach Slerp Support directly for delivery‑related questions, such as:

• “Where is my driver?”
• “My order hasn’t arrived yet.”
• “There seems to be an issue with the courier.”

In those cases, our team will:

• Use our systems and courier integrations to check the order and driver status.
• Help manage courier‑side issues where possible.
• Work with your agreed policies and processes.

• Your customers are yours, not Slerp’s.
• You are expected to contact customers directly, especially if an order is running late or there’s an issue with the food.
• Slerp supports you and your delivery customers by providing tools, tracking, and courier integrations, but we do not replace your own customer service.