Nobody likes an unpleasant food delivery experience. While Oddle proactively mitigates and minimises the occurrence of such incidents, incidents do happen according to Murphy's Law. However, when such incidents happen, we want to make sure that we can effectively address your concerns to give you a fair and quick resolution.
In this article
What is a delivery incident
A delivery incident happens when a delivery request made through Oddle's delivery integration results in an unsatisfactory quality of service or food (including any missing item) during the course of food delivery, from the official delivery pickup time intended or when the designated food courier first arrives at the official pickup address intended, whichever earlier, to the time when the food reaches the official recipient address intended.
Oddle's responsibility for the quality of food is limited to the scope of delivery service where reasonable. Merchants are responsible for ensuring that the right items are passed to food couriers for delivery in the appropriate packaging.
How to report a delivery incident
Log in to the Oddle Management System (OMS) web dashboard.
Go to Orders and search for the order that you will like to make a delivery incident report.
Click on the order > Delivery Request > Report Delivery Incident
Complete the Oddle Delivery Incident Form
Oddle will get back to you by email within 5 working days.
Delivery incident reporting best practices
Report as early as possible
Reporting an incident early allows us to carry out the investigation more accurately. While we rely on objective evidence, evidence may not be available at times and we have to rely on the recollection of the parties involved. Memory fades with time.
Use the official reporting channel
Official reporting through the delivery incident form is necessary to allow us to track and follow up with your report more effectively. This enables your reported incident to be more quickly addressed.
Provide as much information as possible and be clear
Details and clarity help us to understand an incident much better. This reduces the amount of clarification required to give you a quicker resolution.