grocery & delivery

Customer Service Outsourcing for Grocery Delivery

Help shoppers with missing items, substitutions and delivery-window questions. Agents follow your store policies and coordinate order changes with the teams responsible for picking, delivery and refunds.

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Reusable bag with groceries and fruits left at doorstep, highlighting delivery service.

how it plays out

Missing items, substitutions and delivery changes

SMS English

"My order is missing two items"

Customer checked bags immediately after delivery

AI matched reported items against delivery manifest
Confirmed two items were marked as out-of-stock but customer was not notified
Issued instant credit for the missing items
Flagged the notification gap for the fulfillment team to fix

Credit issued in under 30 seconds customer satisfied

WhatsApp Malay

"The driver left my groceries outside in the rain"

Perishable items left at door without protection

AI reviewed delivery photo and confirmed wet conditions
Cross-referenced order for perishable and cold items at risk
Offered full replacement delivery or refund for affected items
Customer chose replacement — expedited slot assigned

Replacement delivery scheduled perishables protected

App Chat Spanish

"I don't want this substitution"

Organic item substituted with conventional alternative

AI flagged the rejected substitution in the active order
Removed the substituted item and applied a credit
Updated the customer's substitution preferences for future orders
Confirmed the updated preference: no non-organic substitutions

Preference saved for future substitution conflict resolved

Phone Vietnamese

"Can I change my delivery window?"

Customer realized they won't be home during original slot

AI checked available delivery windows for the day
Found an open slot 2 hours later than the original
Rescheduled delivery and notified the assigned driver
Sent updated ETA confirmation to the customer via SMS

Window changed without delay delivery rescheduled smoothly

the team behind it

Faces, not a queue.

real members of the global team

Grocery & Delivery Specialists

Agents experienced with last-mile delivery logistics and driver coordination
Trained on perishable handling protocols and cold-chain delivery standards
Skilled at managing substitution policies and real-time order modifications

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep the item problem separate from the delivery problem

A missing item needs a line-item check; an unwanted substitution needs the original item and the shopper’s choice. Configure HeroDash fields for order reference, store, affected item and issue type. Keep the reported quantity and requested remedy with that item, then route a picking issue to fulfilment or a delivery-location problem to dispatch.

Use a ticket status change to notify the assigned agent when an authorized refund or replacement decision is ready. Record the amount, order update and customer confirmation as separate events. For a chilled item or allergen question, follow the store’s approved food-safety and product-information process. A photograph or product name alone is not a safety assessment.

what comes off the call

Collect the details for the affected grocery item

Keep the order reference and item-level report together so the next team can check the right record.

Order reference, store and delivery window
Original item and any replacement item
Ordered quantity or weight and reported shortfall

Delivery time, location and relevant customer-provided photo
Requested refund, replacement or preference change
Fulfilment or dispatch owner and confirmed order update

For support across your store, see ecommerce customer service outsourcing.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

How do you handle a rejected substitution?

Record the original item, the substitute and the customer’s preference. Check whether picking or delivery has already occurred, then follow the store’s permitted refund or change process. Record a future preference separately from what happened to the current order.

What should agents do with a food-safety complaint?

Capture the item, delivery timing and reported condition, then follow the store’s approved escalation process. Product and food-safety staff provide the relevant determination; agents communicate the approved remedy and next step.

also worth reading

start

Map support around your grocery orders

Share substitution rules, picking and delivery stages, remedy limits and busy windows. We will work through missing-item and delivery-exception journeys.

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