Ghent-based Deliverect, a food tech SaaS unicorn, on Thursday, announced the launch of an AI-powered tool — Resolve – to tackle a revenue-draining pain point for multi-location restaurants — Missing and Incorrect (M&I) errors and unjust refund claims.
Developed using Google’s Gemini Models and the Vertex AI platform, Resolve uses vision AI technology to improve order accuracy and provide restaurants with tools to dispute fraudulent refund claims effectively.
What does Resolve solve?
A Belgian company’s AI product addresses a major issue in the industry: about 30 per cent of refund claims are fraudulent, accounting for 60 per cent of restaurant revenue lost to unfair and historically unprovable.
With Resolve, the company uses overhead cameras to record the order-packing process. This visual documentation helps verify the accuracy of orders and challenge unfair claims.
How does Resolve work?
Resolve uses in-restaurant camera footage to document the order preparation process. For every order that is being handled, the system:
- Records the order packing footage
- Uses in-house developed technology to analyse the video footage and verify the presence of all correct order items
- Generates evidence packages to dispute unjust claims with delivery platforms
- Uses Gemini models to generate actionable reports about all orders with incorrect items
Every single refund outcome is fully transparent so teams can learn and provide training for current and new staff.
Resolve collects this data to spot trends and recommend ways to fix errors that hurt customer satisfaction and repeat orders.
How has Resolve helped?
According to the company’s claims, restaurants that have implemented Resolve have seen a 95 per cent refund capture rate and up to 70 per cent revenue loss protection within the first three months of implementation.
Pilots’ results demonstrated Resolve’s effectiveness, with one restaurant seeing 42 per cent of refunds identified as disputable.
Another pilot location experienced a 52 per cent reduction in refund error rates and a 44 per cent reduction in refunded revenue through operational improvements guided by Resolve’s insights.
Resolve will initially be available to businesses with 50+ locations in the United States, the United Kingdom, and France, supporting all major delivery platforms including Uber Eats, DoorDash, and Deliveroo.
Zhong Xu, CEO of Deliverect, says, “Resolve represents Deliverect’s continued commitment to making the restaurant ecosystem fair for all parties, extending far beyond delivery orders, to address M&I issues across the entire restaurant operation spectrum – from first-party direct orders to drive-through service and in-store dining. By using AI to verify orders with precision across all these channels, we’re helping restaurants protect their hard-earned revenue while still ensuring legitimate customer concerns are addressed, regardless of how the order is placed or fulfilled.”
