Yandex.Food will create a commission to resolve disputes with restaurants

At the service “Yandex Eda” until the end of the summer, an industry commission will begin to work, which, with the participation of restaurateurs, will resolve conflict situations, a service representative told Vedomosti. For example, through it it will be possible to challenge the disconnection from the service. Also, shops and restaurants cooperating with Yandex.Food will be able to address the commission with any questions regarding the current rules of the service: from the principles of rating establishments to the requirements for describing dishes and goods.

The commission will include representatives of shops and restaurants that cooperate with Food, as well as experts from the restaurant business and retail and members of professional associations, including the Federation of Restaurateurs and Hoteliers. Representatives of stores and restaurants that have been cooperating with the service for more than a year, process more than 30 orders per week, have a rating of at least 4.8 and do not have serious complaints from customers and couriers will be able to enter the commission.

At the moment with the service “Yandex.Eda” operates about 40 thousand establishments in 204 cities of Russia, and the service is also developing in Kazakhstan and Belarus. According to a spokesperson, “Yandex. Food”, in the first day more than 80 applications for membership were submitted. From restaurant chains, applications were submitted by Soul in the Bowl and FRANK by BASTA restaurants. Vedomosti sent a request to these enterprises. A representative of FRANK by BASTA confirmed the information.

“We are convinced that it is necessary to develop services together with market participants and taking into account their interests, therefore “Yandex Food” creates a fundamentally new mechanism – an industry commission,” comments Roman Maresov, head of Yandex Food. He believes that this body will involve restaurants and stores in making important decisions and make interaction with the service more transparent.

Restaurants periodically have complaints about the service regarding the size of the commission, as well as questions about unfair competition in connection with advertising or a place in the issuance of certain establishments, questions about the refusal of the service to fulfill an order or disconnection from the service – operators working with restaurant managers, often act quite one-sidedly, says the Ombudsman for the restaurant business of Moscow and the Moscow region and the founder of the restaurants “Meat & Fish” Sergei Mironov.

“Any decision that creates an opportunity for additional appeal, a body for resolving disputes and conflicts is good for the industry,” he says, noting that with “Yandex.Food” is now quite successfully negotiating with the Federation of Restaurateurs and Hoteliers. Whether this commission will work effectively or not depends directly on “Yandex.Food”, because it will still be an internal body of the service, and not an independent commission, Mironov notes. According to him, he has not heard of such a practice of self-regulation in relations between delivery services and restaurants in Russia and abroad.

“I don’t see a real need for this commission – the service works adequately, technical issues are resolved quite quickly, for example, we somehow couldn’t load a new menu and pictures,” says restaurateur Stanislav Lisichenko (“Chinese News”). More often there are questions related to couriers who are late or do not come out, but “Yandex”Technically divides services into aggregation (“Food”) and courier service (Go), so it turns out that there are no particular questions about “Food”, Lisichenko notes.

Wu “Yandex.Edy” has rather strict requirements for partner-clients, they set point systems for restaurants, lowering points if there are complaints about the quality and taste of dishes, the delay of the courier from the restaurant, etc., they can increase the commission, fine or punish them with disconnection from the service , recalls the author of the Telegram channel “Lawyer in a Restaurant” Alexander Korolev. “It’s good that partners and market experts will be able to enter this commission, there will be some kind of arbitration, and there is hope that complaints will be considered more objectively than in a chat with ordinary Yandex employees,” he emphasizes.

Representative “Yandex.Edy notes that the openness committee of the Yandex Ecosystem Development Advisory Council, established at the end of last year, will review the principles governing the work of the platform with partners. Its mission is to promote self-regulation of Yandex’s open ecosystem with the participation of its partners and users. “If the commission [по вразимодействию с ресторанами] considers that this or that rule needs to be improved or there is no suitable rule yet, it can bring the issue to the discussion of the ecosystem openness committee,” he says.

Subscribe on “Vedomosti” in Telegram and stay up to date with the main news of the economy and business