If contacted by the customer, SHP will contact the outlet to verify the customer’s claim against the POS. If pictorial proof shows that indeed the wrong order was prepared/key-ed in during the order, SHP will cancel and refund the order at the outlet’s expense. 


However, if pictorial proof shows that the correct order is prepared, but the rider/delivery service provider has mixed up the orders, the refund will be on the delivery service provider’s expense. The outlet should resolve the issue with the customer on a case-by-case basis if the latter disagrees with the refund.