Scenario briefing — SC-01

“My delivery arrived smashed — I have photos”

Mode: Manual Domain: FTQ — ANZ Food Quality Expected outcome: Full refund — inedible on first touch (DAMAGED-RES-1)

1. Context

Priya Sharma received a bircher muesli from a café in Sydney. The container was crushed — all contents spilled inside the bag. She has 1 photo. She contacts support.

First contact on this order · Clean R&A history · No UIP or special account tags

2. Steps to follow

Open the environnement

Open the Bliss ticket => review the customer context on the left
Open the knowledge base. You can access it
- Either in Bliss (Tools => knowledge base)
- Or directly through the knowledge base

Open the right process to follow

Open the process Food arrived melted or damaged

Option A - search

Use the search bar to find the right process to follow. Examples of search query

food smashed
container crushed
arrived broken

Option B - use the start page

Click on Taste and Food Quality
In the table, select “Food arrived melted or damaged ”

Complete pre-checks

Go through “before you start” pre-checks (3 PRCs — shared across all FTQ scenarios)

Check Tags => clear (no UIP / teen / R&A tags — account_tags = [])
Check R&A status => clear (ra_status = "clear" — not blocked)
Check prior appeasements => none (prior_appeasement_on_order = false)

Go through decision tree

Does the eater mention the food was tampered with? → No (standard crush/damage complaint)
Has the eater provided a photo? → Yes (photo_submitted = true, photo_count = 1)
Based on the photo, is the food inedible? (photo judgment gate) → Inedible (container crushed, contents destroyed)
Did the eater mention the food was inedible on first touch? → Yes (is_first_touch = true, contact_touch_number = 1)
Apply DAMAGED-RES-1 — full refund for affected items (per REF-POLICY); internal note TFQ FULL REFUND

3. Expected final result

✅ DAMAGED-RES-1 — Full refund (inedible on first touch)

Field	Value
Contact Type	`Eater > Orders > Taste and food quality > Food was damaged`
Status	Solved
Action	Full refund for affected items · internal note `TFQ FULL REFUND`

4. Bliss context available (loaded in the ticket)

{
  "eater_name": "Priya Sharma",
  "order_id": "syd-ftq-9041-cc",
  "market": "ANZ",
  "city": "Sydney",
  "locale": "en-AU",
  "restaurant_name": "Spice Garden",
  "order_status": "completed",
  "prior_appeasement_on_order": false,
  "ra_status": "clear",
  "photo_submitted": true,
  "photo_count": 1,
  "contact_touch_number": 1,
  "is_first_touch": true,
  "is_uip": false,
  "is_teen": false,
  "account_tags": [],
  "loyalty_tier": "Standard"
}

5. Push back

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