1) What should you do when a Customer is missing an item from a Meal Deal and the individual item price is not available on the RP's menu? a) €5 Goodwill b) Compensate the Meal Deal price c) Guess the price d) Look at similar item prices e) Look at similar Restaurants menus 2) What should you do if a Customer is missing a drink from their Meal Deal? a) Refund the individual menu price of the item b) €5 Goodwill c) Guess the price d) Offer to redeliver the missing item 3) What should you do if the Customer received a medium drink instead of a large? a) €5 Goodwill b) Refund the "Large" surcharge - how much they paid extra to make it large c) Refund the individual menu price of the item d) No compensation e) Full order refund 4) A Customer is missing an item from the McDonald's breakfast menu, but they have stopped serving breakfast now. Where could you find the price when the Breakfast menu is not live? a) McDonald's website b) Deliveroo c) Uber Eats d) Find the price using Menu Tweaker e) Give the Customer €5 Goodwill f) Call McDonald's 5) An item you are looking for is not on the KFC RPs live menu, what should you do? a) Provide the Customer with a full refund b) Find the price using Menu Tweaker c) Provide the Customer with €5 Goodwill d) Tell the Customer we cannot find the price and are unable to compensate them e) Find the price on Deliveroo f) Call KFC 6) You provided the Customer with Account Credit for a Cold item on a call, but they want a refund to their card, what should you do? a) Proceed with a card refund as it's a live contact b) Decline this, and advise they can only receive Account Credit c) Escalate this to your TL d) Offer a callback e) Advise you can do it this time, but this won't be the case next time f) Cancel the order instead 7) What form of compensation should be provided for an Incorrect item? a) Account Credit b) Original Payment Method Refund c) €5 Goodwill d) No compensation e) Discount Code f) Offer to redeliver the item 8) The Customer paid an extra €2 to add a Milkshake instead of a fizzy drink to their Meal Deal. They were missing their Milkshake on delivery, how much should be refunded? a) €2 b) Refund the individual menu price of the Milkshake c) €5 Goodwill d) The price difference between a fizzy drink and a Milkshake

Calculating Partial Refunds

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