Active Case:MEDIUM
Customer
Sarah Tan
+65 9xxx-x412
Tier
gold
CSAT
4.1
Cases
7
Sentiment
frustrated
Active Orders
ORD-SG-992841
Chicken Rice Set x2, Teh Tarik x2
Delivered (late)
Prior Cases
CS-2026-SG-38201
2026-02-15 · Wrong order received
Full replacement + SGD $3 credit
CS-2026-SG-35104
2026-01-22 · Missing item
Partial refund SGD $8
Self-Serve Handoff
Customer requested full refund exceeding self-serve threshold
Case: Late Delivery + Refund Request
Case assigned to Agent Mei Lin. GrabFood SG — Late Delivery.
Sarah · 14:32:15
Hi, my order was supposed to arrive at 1:45 PM but it just got here at 2:30 PM. The food is completely cold. I want a full refund please.Sarah · 14:32:42
This isn't the first time this has happened. I'm really frustrated with the service quality.You · 14:33:10
Hi Sarah, I'm really sorry about the late delivery and the state of your food. Let me look into this for you right away.Copilot Suggestion
Confidence: 87%Issue partial refund of SGD $5.00 per SG late delivery policy (>30 min delay). Apologize and offer SGD $2 promo credit for next order.
SG GrabFood refund policy: delays >30 min eligible for partial refund up to SGD $5. Customer CSAT 4.1 (above average). No fraud signals. Promo credit as goodwill is within advisory guidelines.
SG-FOOD-REFUND-001SG-GOODWILL-CREDIT-003
Deviation Status
Awaiting agent action