The agent ordered oat milk.They wanted whole.
Decide tells you which agent orders to take. Undo fixes the wrong ones before they're fulfilled. Evidence answers the disputes. The Guarantee pays back orders Decide approved, up to your agreed limit.
Book a demoWhere agent orders go wrong in food and grocery.
01 / 04
Swaps and substitutions
Asked for "milk" or faced with an out-of-stock item, the agent picks something close. Close isn't good enough when it's an allergy, a diet or the brand someone always buys.
- Customer: Add milk and eggs to this week's grocery order.
- Agent: Added oat milk, half gallon, and a dozen large eggs. Delivery tomorrow, 8 to 10am.
- Next morning
- Customer: Oat milk? Nobody here drinks oat milk. I asked for milk.
02 / 04
"The usual" isn't usual
Repeat orders copy the last one, including the extras for guests, a party or a week that wasn't typical. The agent orders all of it again.
- Customer: Order our usual Friday dinner.
- Agent: Reordered last Friday's dinner: 6 mains and 2 desserts, $142, arriving at 7pm.
- 7pm
- Customer: Eight meals?! That was when we had guests. It's just the two of us.
03 / 04
Wrong address or time
Food has a short window. Sent to an old address or the office on a day off, it's spoiled before anyone can fix it.
- Customer: Get lunch for the team today, same place as last time.
- Agent: Ordered lunch for 8, arriving at 12:30 at 410 Market St.
- 1pm
- Customer: We moved offices a month ago. Where's our lunch? The whole team is waiting.
04 / 04
Delivered, then disputed
Groceries arrive, get eaten, and get disputed as never delivered. The amounts are small, and they happen every day.
- Customer: Do the weekly shop, same list as usual.
- Agent: Your usual 24 items come to $118, delivered Thursday 6 to 8pm. Shall I place it?
- Customer: Yep.
- Next week
- Customer: I never got that grocery order. Why was I charged $118?
- Customer: Add milk and eggs to this week's grocery order.
- Agent: Added oat milk, half gallon, and a dozen large eggs. Delivery tomorrow, 8 to 10am.
- Next morning
- Customer: Oat milk? Nobody here drinks oat milk. I asked for milk.
Small orders every day mean small mistakes every day, and they add up to real disputes.
Agents already buy groceries and meals for your customers. Customers ask loosely, so the agent fills in the gaps, and sometimes it guesses wrong. Then your customer disputes it, and the dispute, the fee and the ratio hit land on you, not the agent.
Protection for every step.
Decide
Know which grocery and meal orders to take before you accept them.
Explore DecideUndo
Wrong items, fixed before it's fulfilled.
Explore UndoEvidence
When a customer disputes an order the agent got right, we answer it for you.
Explore EvidenceGuarantee
If an order Decide approved still ends in a chargeback, we pay you back, up to your agreed limit.
Explore GuaranteeThe same order. A different outcome.
See how much of your grocery and meal volume comes from agents, which agents send it, and how often their orders get fixed or disputed.
Your questions, answered.
The agent orders Decide approves.
No. It works alongside your current checkout.
Agent mistakes happen at volume, and so do the disputes. Insights shows you how many.
It can't be fixed, but Evidence answers the dispute, and the Guarantee covers orders Decide approved.
Yes. Groceries, meal kits and restaurant delivery.
When the agent picks the wrong swap, it's fixed before it's fulfilled.
Wrong items, fixed before it's fulfilled.
Book a demo, and bring your last disputed agent order.
Book a demo