Fulfillment Partners are not paid for cancelled orders where the DSP’s determine the restaurant is at fault. Additionally, Fulfillment Partners are not paid on refunds as a result of errors caused by the restaurant. However, Nextbite has created a service that identifies orders where cancellations or refunds are being charged to the restaurant and create a process that easily allows you to dispute that status with the DSP’s.  

Please see How to Guides and FAQs below for further detailed instructions about our Revenue Recovery service.

How to Guide

Cancellation Dispute

1. You will receive an email from Nextbite (alerts@nextbitebysbe.com) with orders that are eligible to dispute.

2. In the email, you will find how many days are left for you to dispute the order. Failure to submit the dispute in a timely manner may make it ineligible for consideration by the DSP.
3. In the email, you will also find order details and a Google Form link to submit dispute.
4. After opening the Google Form, fill in all required information:
   • Name (Your name)
   • Email (Your email address)
   • Phone number (optional, in case we need to contact you for further questions)
   • Brand: The brand name for the order submitted for dispute. You can find this information in the alerts email. Please select from the drop down.
   • Order number: The order number from DSPs. You can find this information in the alerts email under Order Number.
   • Order Date: The placed date of the order submitted for dispute. You can find this information in the alerts email under Order Date.
   • Order Subtotal: The food cost of the order submitted for dispute. You can find this information in the alerts email under Subtotal.
   • Provider Name: The provider name (DSP) of the order submitted for dispute. You can find this information in the alerts email under DSP.
   • Reason for Request Payment: The reason you believe why the DSP should pay you for cancelled order. You could select from the drop down or provide your own reasoning.
   • Provider Name: The provider name (DSP) of the order submitted for dispute. You can find this information in the alerts email under DSP.
   • Reason for Request Payment: The reason you believe why the DSP should pay you for cancelled order. You could select from the drop down or provide your own reasoning.

If you have another item in the SAME Order to submit, click on “Yes” under “Do you have another item in this order need to dispute?”

Only one cancelled order may be submitted at a time. If you have another order, submit another form.

FAQ

Why is Nextbite changing payouts?

In an effort to remediate the issue of unpaid cancellations and incorrectly deducted refunds, Nextbite has developed the Revenue Recovery service. We believe this tool will help restaurants get paid for the food they prepare and will also help managers and restaurant employees identify recurring issues and find opportunities to remediate underlying reasons for cancellations and refunds.

How do I dispute cancelled orders?

Our Revenue Recovery service will notify the store contact promptly when an order is canceled and is not scheduled for payout. In the email alert, Nextbite will share the details of the canceled order, including the reason for the cancellation. If the restaurant decides to dispute the payout status for the order, they can easily click on a link to a simple form created by Nextbite that will collect the rationale for the dispute. Upon completion of the form, Nextbite will promptly submit the dispute for review by the DSP.

The current contact to receive the Revenue Recovery alert email is the primary contact for a restaurant in our database. If that’s not the right person, please contact your fpsupport@nextbitebysbe.com.  It’s important to make sure that the proper contact for receiving these messages is in our system and that responses are received in a timely manner.

How do I know whether to dispute an error charge?

Our Revenue Recovery service will notify the restaurant contact promptly when an error charge has been applied to an order. The details around the error charge, including the amount of the error charge, the item (or items) affected, and the customer comments regarding their request for a refund, will be included in the alert email. A restaurant can then review that information and determine if the dispute seems accurate and the amount of the error charge is aligned with the issue. If the restaurant decides to dispute the error charge, they can easily click on a link to a simple form created by Nextbite that will collect the rationale for the dispute. Upon completion of the form, Nextbite will promptly submit the dispute for review by the DSP.

The current contact to receive the Revenue Recovery emails is the primary contact for a restaurant in our database. If that’s not the right person, please contact your fpsupport@nextbitebysbe.com to provide an updated name and email address. It’s important to make sure that the proper contact for receiving these messages is in our system and that responses are received in a timely manner.

How long do I have to dispute a cancellation or error charge?

DSP’s have different timelines for disputing charges. Doordash requires submission within 14 days, UberEats within 30 days, and Grubhub within 30 days of the original order. It may take us 1-2 days to be notified of the status of a cancellation or refund and to alert a restaurant to the issue, so it’s best for a restaurant to respond to an alert email with a dispute request within a week to ensure that we can process your request to fit the DSP dispute deadlines.

How many emails should I expect from the Revenue Recovery service?

An average partner restaurant has a cancellation of ~3% so if you receive 100 orders/month from Nextbite then you may receive up to 3 emails/month notifying you of opportunities for Revenue Recovery related to cancellations and 10 emails/month for refund/error disputes.

How do I change the dispute contact person?

You can change the dispute contact person in our database by reaching out to fpsupport@nextbitebysbe.com. We recommend that restaurants or franchise groups use a generic email address (i.e. dspdisputes@restaurantname.com) so that multiple employees can access this email inbox and respond in a timely fashion to notifications in order to avoid delays due to illness, vacations or other staffing transitions.

I used to use my table to contact Nextbite Customer Service to help with cancellations or other disputes. Is that still an option?

The new Revenue Recovery service is your only way to dispute cancellations and refunds. There will no longer be the option to contact CS directly.

How do I reduce cancellations?

Most cancellations are driven by the driver who indicates that the restaurant was closed. So make sure you update your holiday hours or pause restaurants accurately to avoid that situation. It may also help to make sure signage is clear and driver instructions are up to date. A smaller number of restaurants cancel orders when an item goes out of stock, so make sure to 86 menu items that are running low.

How do I know the status of my dispute?

Nextbite will continue to provide all order statuses and information on all transactions and any amounts recovered in your Excel transaction detail report.