Deliverect unveils AI platform to reduce refund fraud in eateries

Deliverect has launched Resolve, an artificial intelligence solution designed to address missing items, incorrect orders, and fraudulent refund claims in the restaurant industry.

The system has been built using Google's Gemini models and Google Cloud's Vertex AI platform and is currently being piloted by large restaurant brands. Resolve aims to increase order accuracy for multi-location restaurants and provide tools to challenge unjustified refund requests.

According to Deliverect, restaurants that have implemented Resolve during early trials have experienced up to 70% revenue loss prevention and a 95% refund capture rate within the first three months. The improvements are attributed to process optimisation, data insights, and more effective dispute resolution.

Industry data cited by Deliverect suggests that as much as 30% of refund claims are fraudulent, with these claims accounting for 60% of restaurant revenue lost to unsubstantiated reimbursement requests. Resolve addresses this issue by capturing the order packing process using overhead cameras, thereby providing visual documentation that can be used to verify accuracy and contest refund claims.

"Delivery platforms have created tremendous growth opportunities for today's digitally savvy restaurants, but they've also introduced new challenges in managing order accuracy and refund claims," said Zhong Xu, CEO of Deliverect. "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."

Resolve operates by utilising in-restaurant camera footage to document order preparation. The recorded footage is then analysed with Deliverect's in-house technology. Based on Google's Gemini models and Google Cloud's Vertex AI platform, the system verifies items packed for each order, generates evidence packages for disputing refund claims, and produces actionable reports concerning orders containing incorrect items.

The transparency of each refund outcome allows restaurant teams to enhance staff training and monitor improvements. Resolve aggregates order data to identify operational trends and provides recommendations to reduce errors that affect customer satisfaction and repeat ordering.

Initial pilot implementations have revealed the system's potential impact. One restaurant reported that 42% of refunds were identified as disputable, while another saw a 52% reduction in error-related refunds and a 44% decrease in refunded revenue, improvements attributed to insights delivered by Resolve.

The solution is being made available initially to businesses with 50 or more locations across the United States, United Kingdom, and France. It supports integration with major delivery platforms, including UberEats, DoorDash, and Deliveroo.

"At Deliverect, we're leading the AI revolution for the global restaurant industry, creating solutions that directly impact the bottom line," Xu added. "Resolve exemplifies our mission to develop innovative products that help restaurants protect revenue and grow profits in the digital age; our partnership with Google Cloud underscores the brand's ongoing commitment to delivering excellence. This is just the beginning of how we plan to transform restaurant operations through intelligent automation."

Deliverect currently supports over 60,000 restaurant locations worldwide, including brands such as Taco Bell, Pret A Manger, and Little Caesars, offering digital solutions across more than 52 global markets.