Checklist template

Third-party delivery fraud and refund control for restaurants

A ready-to-use checklist with 116 items in 6 sections, covering Refund claims, Dispute process, Order verification, Tablet access, Reconciliation, Trends. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 116 Items
  • 94 Yes / No checks
  • 6 Scored ratings
  • 124 Points

Use this template How audits work

1. Refund claims 18 items

  1. The manager opens the refund and adjustment report in each delivery platform's merchant portal at least once a week Yes / No 1 pt
  2. Each refund charged to the restaurant is matched to its order ticket in the point-of-sale system Yes / No 1 pt
  3. Missing-item claims are compared with the packing checklist or the sealed-bag photo of that order Yes / No 1 pt
  4. Claims that an order never arrived are compared with the courier pickup time recorded on the tablet Yes / No 1 pt
  5. Refunds caused by the courier (late, wrong address, not delivered) are separated from refunds caused by the kitchen Yes / No 1 pt
  6. A claim for an item that was switched off on the platform menu at the time of the order is flagged as invalid Yes / No 1 pt
  7. Customer accounts or delivery addresses with more than one claim in the last 30 days are listed in the claim log Yes / No 1 pt
  8. Each claim is logged with a reason: missing item, wrong item, quality, late or not delivered Yes / No 1 pt
  9. The claim log records the shift that packed each refunded order Yes / No 1 pt
  10. Issuing a refund or price adjustment from the tablet requires a manager login or PIN Yes / No 1 pt
  11. Crew members do not issue a refund from the tablet at the verbal request of a courier Yes / No 1 pt
  12. A partial refund issued at the restaurant is limited to the price of the disputed item Yes / No 1 pt
  13. Customers who phone the restaurant for a refund on a platform order are directed to the platform's support channel Yes / No 1 pt
  14. Remade platform orders are rung in the point-of-sale system with a remake reason code Yes / No 1 pt
  15. A remade order is handed over only against the original order number shown in the courier's app Yes / No 1 pt
  16. Refund claims charged to the restaurant in the last 7 days, all platforms combined Number
  17. Refund amount charged to the restaurant in the last 7 days (dollars) Number
  18. Review of refund claims by the manager Rating
    • Every claim matched to its order 5 pts
    • Totals looked at, claims not matched 3 pts
    • Claims not reviewed 1 pt

2. Dispute process 20 items

  1. One manager is named as responsible for filing disputes on each delivery platform Yes / No 1 pt
  2. A backup is named to file disputes when that manager is away Yes / No 1 pt
  3. The dispute deadline of each platform is written down where disputes are filed Yes / No 1 pt
  4. Refunds the restaurant considers invalid were disputed within the platform's deadline in the last 4 weeks Yes / No 1 pt
  5. Each dispute includes the itemized order ticket Yes / No 1 pt
  6. Each dispute for a missing item includes the sealed-bag photo where company policy requires one Yes / No 1 pt
  7. Each dispute for a non-delivery includes the pickup confirmation time Yes / No 1 pt
  8. Disputes are logged with the date filed, the platform, the order number and the amount Yes / No 1 pt
  9. The outcome of each dispute (won, lost, pending) is entered in the log Yes / No 1 pt
  10. The reason given by the platform for each lost dispute is recorded Yes / No 1 pt
  11. Credits for won disputes are traced to a later payout statement Yes / No 1 pt
  12. Charges for orders the platform canceled after the food was prepared are claimed back Yes / No 1 pt
  13. Orders prepared but never collected by a courier are claimed under the platform's policy Yes / No 1 pt
  14. Disputes are filed from the restaurant's merchant account, not from a personal email address or phone Yes / No 1 pt
  15. Bag photos are kept for at least the length of the longest platform dispute window Yes / No 1 pt
  16. Disputes above the amount set by company policy are escalated to head office or the platform account representative Yes / No 1 pt
  17. Disputes filed in the last 4 weeks Number
  18. Disputes won in the last 4 weeks Number
  19. Date of the last dispute filed Date
  20. Timeliness of disputes in the last 4 weeks Rating
    • All invalid claims disputed within the deadline 5 pts
    • Some deadlines missed 3 pts
    • No disputes filed 1 pt

3. Order verification 20 items

  1. The packer checks off each item on the ticket as it goes into the bag Yes / No 1 pt
  2. A second employee verifies orders above the item count set by company policy before the bag is sealed Yes / No 1 pt
  3. Drinks are confirmed against the ticket before handoff Yes / No 1 pt
  4. Sauces, dips and utensils requested on the ticket are confirmed before the bag is sealed Yes / No 1 pt
  5. Every bag is closed with a tamper-evident seal or sticker Yes / No 1 pt
  6. The ticket attached to the bag shows the order number and the customer's first name Yes / No 1 pt
  7. Orders in more than one bag are labeled with the bag count, such as "1 of 2" Yes / No 1 pt
  8. Drink carriers packed outside the bag carry the order number Yes / No 1 pt
  9. A photo of the sealed, labeled order is taken before handoff where company policy requires it Yes / No 1 pt
  10. The courier shows the order number or customer name in the delivery app before the order is released Yes / No 1 pt
  11. The order is marked as picked up on the tablet at the moment the courier takes it Yes / No 1 pt
  12. The pickup shelf is in direct view of an employee or a camera Yes / No 1 pt
  13. Orders not collected within the holding time set by company policy are recorded as waste Yes / No 1 pt
  14. Uncollected orders are discarded after being recorded, not eaten or taken home by employees Yes / No 1 pt
  15. An uncollected order is not released to a different courier without a new assignment shown in the app Yes / No 1 pt
  16. Items that run out are switched off on every platform menu before the next order is accepted Yes / No 1 pt
  17. An item is substituted only after the customer accepts the change through the platform Yes / No 1 pt
  18. Orders checked against their ticket during the visit Number
  19. Orders checked during the visit that had a packing error Number
  20. Bag checking observed during the visit Rating
    • Every item checked off and bag sealed 5 pts
    • Checked from memory or seal missing 3 pts
    • No check before handoff 1 pt

4. Tablet access 21 items

  1. Each delivery tablet sits in a fixed place behind the counter, out of reach of customers and couriers Yes / No 1 pt
  2. Tablets are locked to the ordering app so that no other app or browser can be opened Yes / No 1 pt
  3. The tablet screen locks with a PIN when it is not in use Yes / No 1 pt
  4. Each manager has an individual login to the merchant portal of each platform Yes / No 1 pt
  5. No password is written on the tablet, its stand or a note near it Yes / No 1 pt
  6. Portal logins of managers who have left the restaurant have been removed Yes / No 1 pt
  7. Two-step verification is switched on for the merchant portal where the platform offers it Yes / No 1 pt
  8. Only head office or the owner can change the payout bank account in the merchant portal Yes / No 1 pt
  9. The email address and phone number on the merchant account belong to the company, not to an individual Yes / No 1 pt
  10. A notice at the tablet states that the platform never asks for a password, PIN or verification code by phone Yes / No 1 pt
  11. Employees asked could say what to do when a caller claiming to be platform support asks for a verification code Yes / No 1 pt
  12. Changing menu prices on the platform requires a manager login Yes / No 1 pt
  13. Changing store hours on the platform requires a manager login Yes / No 1 pt
  14. Pausing orders or setting the store to busy requires approval of the manager on duty Yes / No 1 pt
  15. Tablets are accounted for on the closing checklist Yes / No 1 pt
  16. A list of tablets with their serial number and platform is kept in the office Yes / No 1 pt
  17. Employees asked know to report a lost or stolen tablet to the platform so that it can be deactivated Yes / No 1 pt
  18. Unknown charging cables, card readers or other devices are not attached to the tablets Yes / No 1 pt
  19. People with an active login to the merchant portals Number
  20. Date of the last change of the merchant portal passwords Date
  21. Security of tablets and logins Rating
    • Individual logins, tablets locked down 5 pts
    • Shared login or unlocked tablet 3 pts
    • Passwords exposed or former staff still active 1 pt

5. Reconciliation 19 items

  1. Platform orders are recorded in the point-of-sale system under a separate order type or tender for each platform Yes / No 1 pt
  2. Daily sales shown in each platform portal are compared with the point-of-sale sales for that platform Yes / No 1 pt
  3. Differences above the tolerance set by company policy are investigated the next day Yes / No 1 pt
  4. Where tablets are not integrated, orders accepted on the tablet are matched to orders rung in the point-of-sale system Yes / No 1 pt
  5. Orders canceled on the tablet are matched to the corresponding voids in the point-of-sale system Yes / No 1 pt
  6. The payout statement of each platform is compared with the sales of the same period Yes / No 1 pt
  7. The commission rate on the payout statement matches the rate in the platform agreement Yes / No 1 pt
  8. Marketing charges on the payout statement correspond to promotions the restaurant agreed to Yes / No 1 pt
  9. Each error charge or adjustment on the payout statement is traced to an order number Yes / No 1 pt
  10. Payouts are confirmed as received in the bank account by the restaurant or by head office Yes / No 1 pt
  11. The price of 5 menu items sampled on each platform matches the approved delivery price list Yes / No 1 pt
  12. Restaurant-funded promotions running on the platforms have an end date Yes / No 1 pt
  13. Payout statements are kept on file for the period set by company policy Yes / No 1 pt
  14. The manager who prepares the reconciliation signs it Yes / No 1 pt
  15. A second person (district manager, bookkeeper or owner) reviews the reconciliation Yes / No 1 pt
  16. Difference between platform sales and point-of-sale sales last week (dollars) Number
  17. Adjustments on the last payout statement not traced to an order (dollars) Number
  18. Date of the last completed reconciliation Date
  19. Reconciliation of platform payouts Rating
    • Done every payout period and reviewed 5 pts
    • Done irregularly 3 pts
    • Not done 1 pt

6. Trends 18 items

  1. Refunds as a percentage of platform sales in the last period (%) Number
  2. Order accuracy score reported by the main platform (%) Number
  3. The refund rate target set by the company is written on the claim log or the crew board Yes / No 1 pt
  4. The refund rate is tracked separately for each platform Yes / No 1 pt
  5. Refunds are broken down by daypart or shift Yes / No 1 pt
  6. The five menu items most often claimed as missing have been identified Yes / No 1 pt
  7. A packing change has been made for the most-claimed item, such as a drink check at handoff Yes / No 1 pt
  8. Employees who packed orders with repeated claims have been retrained Yes / No 1 pt
  9. Customer accounts with a pattern of claims have been reported to the platform Yes / No 1 pt
  10. Refund results are shared with the crew at a shift meeting or on the crew board Yes / No 1 pt
  11. The manager could show this week's order accuracy rating for each platform in its portal Yes / No 1 pt
  12. Incidents of orders taken by someone who was not the assigned courier are logged Yes / No 1 pt
  13. Each order taken by the wrong person was reported to the platform Yes / No 1 pt
  14. The site's refund rate is compared with the district average Yes / No 1 pt
  15. Corrective actions from the previous delivery fraud review have been completed Yes / No 1 pt
  16. Name of the manager on duty Short text
  17. Overall control of delivery refunds and fraud Rating
    • Claims matched, disputes filed on time and payouts reconciled 5 pts
    • One of the three not done regularly 3 pts
    • Refunds accepted without review 1 pt
  18. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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