Scenario briefing — SC-09

“My order is taking forever — it's been 90 minutes”

Mode: Manual Domain: OTLE — Order Too Late Expected outcome: Post-LAB appeasement — Eater keeps order (RES-L03)

1. Context

Kenji Watanabe orders ramen from a Seattle restaurant. He contacts support 90 minutes after placing — the order still shows “on the way.” His ETD was 45 minutes. LAB = ETD + 20 = 65 minutes. He is 25 minutes past LAB.

Standard delivery · no priority flag · not BYOC · First contact on this order · No prior appeasement (Payments) · Clean R&A history · Pays by credit card

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

Order Taking Longer Than Expected

Option A - search

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

order too late
order taking forever
order still on the way

Option B - use the start page

Open the start page Order Taking Longer Than Expected
In the table, select the live-order, past-LAB route → PLAY-02-LIVE-APPEASE

Complete pre-checks

Go through “before you start” pre-checks (4 universal — context-aware)

Confirm Eater identity + pull Order Detail in Bliss (eater.name, eater.uuid, order.order_id)
No duplicate open contact for this Eater + order => clear
Order Status — live vs non-live => Live (order_status = "on_the_way")
Scope is OTLE (not FDQ / MFI-EOW / PCR / Rider Cancel)

Go through decision tree

Prior appeasement already on this order (verified in Payments)? → No
Order type? → Normal / Saver / Scheduled / BYOC (not Pick-Up, not Priority)
Post-LAB offer — Keep or Cancel? → Eater keeps order
Apply RES-L03 — regional appeasement per SNIP-OTLE-LIVEAPPEASE (US&C credit); add trip note #otlte_postlab_offer; submit Saved Reply (“Adjust - Refund Provided for Late order” or “Credit - Credit Provided for Late Order” per market preference)

3. Expected final result

✅ RES-L03 — Post-LAB appeasement (Eater keeps order)

Field	Value
Contact Type	`Eater > Orders > Order taking longer than expected`
Status	Solved
Action	Regional appeasement (US&C credit) · trip note `#otlte_postlab_offer` · Saved Reply (refund or credit per market)

4. Bliss context available (loaded in the ticket)

{
  "eater": {
    "name": "Kenji Watanabe",
    "market": "US&C",
    "city": "Seattle",
    "locale": "en-US",
    "loyalty_tier": "Standard",
    "account_tags": []
  },
  "order": {
    "order_id": "sea-4421-aa",
    "restaurant_name": "Ramen Republic",
    "order_status": "on_the_way",
    "order_type": "standard",
    "is_priority": false,
    "is_byoc": false,
    "payment_method": "credit_card"
  },
  "delivery": {
    "etd_minutes": 45,
    "lab_time": "2026-04-22T19:35:00-07:00",
    "contact_time": "2026-04-22T20:00:00-07:00",
    "order_status": "on_the_way",
    "minutes_past_lab": 25
  },
  "eater_ra_history": {
    "refunds_14d": 0,
    "appeasements_14d": 0,
    "blocked_ra": false
  }
}

5. Push back

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