When handling customer complaints, reviews, or account actions, start by breaking down the incident into verifiable data: order time, merchant’s delivery status, delivery location, app notifications, customer service chats, and on-site photos.
When submitting an explanation, state only facts that you can verify, and avoid disclosing the personal information of customers, merchants, or other delivery riders. The procedure, deadlines, and outcomes for platform appeals are subject to the terms of the current contract and notifications within the app; if the matter involves labor or legal disputes, you may consult the relevant regulatory authorities or qualified professionals.
