Unfortunately, there are times when people are not so kind and will place orders that are considered scams or pranks. Sometimes it is because someone is being intentional and other times it can be that someone placed the order and changed their mind or forgot about the order. This does not happen often but it will be something that does occur from time to time. Here are the steps on how to handle such tickets in either instance.


WHEN CALLS ARE NOT FOUND:


1. Using the information that the franchise provided, look for the calls to review within AWS and Fleet Manager. 

2. If no calls are available, it was most likely an OLO order (Online Order via the Dominos.com website)

3. Your reply should be the following:



"Hi ________,


I appreciate your patience during this difficult moment. 


Unfortunate, we are unable to locate the call(s) with the provided phone number, and agents are not permitted to take orders from unknown numbers. It seems that the order was most likely placed via the Dominos.com OLO website. In these instances. there is nothing we would be able to do to trace the order to the person who placed it. I do offer my sincerest apologies for the inconvenience. I understand that situations like this are unprecedented. If you are able to locate a phone number for us, we would be more than happy to continue our investigation. Once again, I do apologize for the inconvenience this has caused your store."





WHEN CALLS ARE FOUND:


1. Using the information that the franchise provided, look for the calls to review within AWS and Fleet Manager. 

2. If the call(s) are found on AWS, please review the call(s) and get as many details as possible to provide for the franchisee. 

3. If the call(s) are found on Fleet Manager, please attach the call(s) for the store.

4. Escalate the ticket to Jason and Alaric so that they can provide the correct steps on how to proceed...



Each scam/prank order might be different from the next. This could entail online orders or over-the-phone orders. It could even entail someone walking into a store and stealing the order in a violent or non-violent way. Remember to be sympathetic with the franchisee to ensure they know that we will do what we can on our end.