Customer communication best practices
Last updated August 24, 2025
- Communicating ETAs - if customers call the restaurant and ask “where is my order”, you should verify with them that they received a tracking link.
- On the FIRST merchant app we also provide real-time pickup and delivery ETAs that you can use to communicate to your customers
- Refund? - if a customer requests a refund, it's important that you issue this refund based on how the diner orders (i.e. if they called to place an order, you should be able to void the order via your POS)
- We are unable to process refunds on your behalf as we do not collect payments from the diner
Tip - if you can, give customers a credit for their order, that they can redeem when they order direct.
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