Food Delivery
Food Delivery BPO Services | Customer, Courier & Merchant Support
A food delivery platform is the only support operation where three people can each be partly at fault for one bad order, all three are your customers, and the decision has to be made before the food goes cold. The restaurant forgot an item, the courier took a long route, the customer entered the wrong apartment number — and someone has to decide who absorbs it in the next four minutes.
Global Empire Corporation runs three-sided support for food delivery and local marketplace platforms — customer, courier and merchant — with resolution authority set so agents can settle an order inside the window rather than escalating it into a refund request the next day.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
The Order Cannot Be Resolved Tomorrow
Most support disciplines can defer. A billing query is as fixable on Tuesday as on Monday. A cold meal is not: within twenty minutes the only remaining outcomes are a refund, a credit or a lost customer, and the difference between those is almost entirely how fast someone with authority answered.
That single constraint dictates the design. Agents hold real resolution authority within defined limits, fault attribution rules are agreed in advance rather than argued per case, and staffing follows two sharp meal peaks a day instead of a business-hours curve.
- Resolution authority held at the agent, so a live order is settled rather than queued
- Fault attribution rules agreed up front — merchant, courier or platform absorbs it
- Staffing built to two daily meal peaks and to weather, not to office hours
- Refund-abuse patterns surfaced without treating every complaint as suspect
For food delivery platforms, marketplaces, and virtual brands
Marketplace Support We Deliver
Live Order Resolution
Missing items, wrong orders, late and cold deliveries settled while the order is still live and a fix still exists.
Courier Support
In-shift help for couriers — restaurant delays, unreachable customers, app problems and pay questions — handled as its own desk.
Merchant & Restaurant Desk
Menu and hours changes, order-flow issues, tablet and integration problems, and disputes over who absorbs a refund.
Fault Attribution
Applying your rules consistently so merchants and couriers are charged fairly and can see why, which is what keeps supply on the platform.
Food Safety & Allergen Escalation
Allergen errors and illness reports pulled out of the general queue immediately and routed to your safety process.
Refund Abuse Detection
Flagging repeat-claim patterns for review without treating genuine complaints as suspect, which costs more customers than it saves.
Merchant Onboarding
Menu build, store setup, hours and integration checks so a new restaurant goes live without a first week of broken orders.
Peak & Weather Surge
Extra capacity for the two daily meal peaks and for the storms that spike order volume and courier problems at the same moment.
How a Marketplace Program Gets Built
Authority limits and fault rules come first. Without them, every live order becomes an escalation and nothing resolves inside the window.
Authority mapping
Define what an agent may refund, credit or re-order alone. Every threshold set too low turns into a queued escalation and a cold meal.
Fault attribution rules
Agree in advance who absorbs each failure type, so decisions are consistent and merchants and couriers can predict them.
Three-desk design
Customer, courier and merchant staffed and measured separately — they have different urgency, different tone and different systems.
Safety carve-out
Allergen and illness reports routed out of the standard queue on contact, with a documented handoff to your safety team.
Peak-shaped rostering
Staff to the lunch and dinner curves and to weather triggers, then measure resolution inside the order window rather than by day.
Related services
Build a complete support program
Frequently asked questions
Why does food delivery support need agent authority?
Because the resolution window is minutes long. If an agent has to escalate a missing-item complaint to a supervisor, the order is cold before the decision arrives and the only outcome left is a refund plus an unhappy customer — the most expensive result available. Setting sensible authority limits at the agent costs less than the escalations it prevents, and it is the single biggest lever on satisfaction in this vertical.
How do you decide whether the restaurant or the courier is at fault?
Against rules agreed with you before launch, not case by case. Preparation time, pickup time, delivery duration, order contents at handover and customer address accuracy all sit in the data, and each failure type maps to an owner. Consistency matters more than perfection here — a merchant that can predict when it will be charged stays on the platform, and one that cannot starts disputing everything.
How are allergen and food safety reports handled?
They leave the general queue on first contact. Agents follow a defined script to establish what was eaten, what reaction occurred and whether medical attention is needed, capture the order and merchant detail, and hand to your food safety process immediately. These are not resolved with a credit and they are not measured on handle time. The escalation path is agreed and rehearsed before launch.
Do you support couriers as well as customers?
Yes, as a separate desk. A courier waiting at a closed restaurant or unable to reach a customer is losing earnings on every minute, and the platform is losing the order at the same time. Their contacts are short, urgent and operational rather than emotional, and blending them into the customer queue means both get worse. Courier pay disputes in particular need agents who know the pay model properly.
How do you handle refund abuse?
By surfacing patterns for your review rather than by hardening the front line. Repeat claims across orders, accounts and addresses get flagged with the evidence attached; the decision on an account stays with you. The failure mode to avoid is a policy that treats every complaint as suspect — the genuine complaints are far more numerous, and refusing them costs more customers than the abuse costs in credits.
What coverage do meal peaks actually need?
Two sharp daily peaks, heavier at weekends, and a weather multiplier on top — rain reliably raises order volume and courier problems simultaneously. Averaging that into a flat roster leaves you underserved exactly when the most orders are live. Ask for staffing plotted against your own hourly order curve, and for resolution measured within the order window rather than as a daily figure.
What does food delivery support cost?
It follows order volume and the contact rate against it, how many of the three sides are in scope, the hours and peak shape, languages, and the authority level agents hold. A higher contact rate is usually a signal about order accuracy or courier supply rather than about support, and we will point at that if the data shows it rather than simply staffing around it. We quote per program.
TESTIMONIALS
Our trusted clients
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
Comparing Food Delivery Support Providers?
See our ranking of the top 15 food delivery support companies — scored on the compliance regime, service levels and operational depth this service line actually demands. Then talk it through with someone who runs these programs.
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