Scenario briefing — SC02

“My food arrived cold — the restaurant is only 10 minutes away”

Mode: Manual Domain: FTQ — Food Quality (ANZ) Expected outcome: No refund

1. Context

Marcus Chen, an eater in Melbourne, ordered noodle soup from a restaurant 2 km away. The delivery took 18 minutes from the food-ready timestamp.

He messaged support yesterday saying the food arrived cold. Today he’s following up, asking again for compensation.

No photos attached · Does not state that the food was inedible · No prior R&A issues · Standard eater · Follow-up contact — not first touch

2. Steps to follow

Open the environment

Open the Bliss ticket — review the customer context on the left
Open the knowledge base (via Bliss: Tools → Knowledge Base, or directly at https://uber-poc.us.stonly.com/)

Open the right process to follow

Open the process: Food temperature was too hot or cold

Option A — Search

Use the search bar to find the right process. Example queries:

cold food refund
food arrived cold
food temperature complaint

Option B — Use the start page

Click on Taste and Food Quality
In the table, select "Food temperature was too hot or cold"

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

Is the eater UIP, Teens, or a Special Eater? → No — Standard Eater
Was the order delivered ≥ 20 minutes after ‘Food ready for pickup’, OR delivered after the ‘Latest Arrival By’ time? → Yes — Timestamp condition met (any touch)
Apply Resolution — Refund affected items — standard eater, timestamp condition met

3. Expected final result

✅ Resolution: Refund affected items — standard eater, timestamp condition met

Field	Value
Contact Type	`Eater > Orders > Taste and food quality > Food temp was too hot or cold`
Status	Solved
Action	Execute Policy — refund affected items. Calculate refund per Refund Guide + delivery fee component.

4. Bliss context available (loaded in the ticket)

{
  "eater_name": "Marcus Chen",
  "order_id": "mel-3301-cc",
  "market": "ANZ",
  "city": "Melbourne",
  "order_status": "completed",
  "food_issue_type": "temperature",
  "photo_submitted": false,
  "food_ready_time": "2026-04-22T19:00:00+10:00",
  "delivered_time": "2026-04-22T19:18:00+10:00",
  "delivery_time_minutes": 18,
  "temperature_threshold_minutes": 20,
  "is_uip": false,
  "is_teen": false,
  "is_first_touch": false,
  "inedible_stated": false,
  "eater_ra_history": { "refunds_14d": 0, "appeasements_14d": 0, "blocked_ra": false }
}

5. Push back

When you are on your resolution page, add an answer to the thread, and then click on this link to reload the page with a push back.