Taking care of our joint customers is our highest priority, therefore we do as you would if a customer came into the store with a complaint. When a customer contacts our Support Team about an error with their Ritual order, we make the necessary order error adjustment to ensure the customer is compensated appropriately. If the error falls under the responsibility of the restaurant, we’ll refund the customer on your behalf.
Restaurants are responsible for:
- Missing item(s)
- Wrong item(s)
- Entire wrong order
- Major food quality issues, examples include:
- Food safety concerns
- Exceedingly late prep times
- Ignored special notes
- Packaging Issues (e.g. Food spoilage due to packaging)
- Late orders (where customers did not take food)
Total refunds are deducted directly from restaurants’ weekly payments. This information can be found within the Sales section of the Partner Portal. Please note that depending on when a refund is processed, the adjustment may show up in the following weeks’ pay period.
Flagged Fraudulent Behaviour
When providing any form of compensation, we consider multiple factors before making any adjustments. In the case of bad user behaviour, stricter refund policies are applied.
If you think an adjustment was made incorrectly, please reach out to the Partner Support team via the Partner Portal and submit a Web Form request under the Support tab, located to the left of the main page.
For more information on how to view order error adjustments, please see How Do I View My Sales & Orders?