How do I handle a WhatsApp customer who says the food arrived cold?

Say sorry first, ask what was cold and how long it sat, then offer one clear fix. Reply the same day and stay calm, because the next order depends on it.

• Start with a short apology. Do not argue about whose fault it was.
• Ask what exactly was cold and roughly when they ate. A photo or a few words is enough.
• Offer one clear fix you can afford: a replacement, a part refund or a credit on the next order.
• Write down the order time and rider. Repeat problems point to slow packing or long routes.
• Keep a short written rule for these cases so every staff member answers the same way.