A help model built for scale, clarity, and partner trust.
DiamondFood operates a three-sided marketplace. That means support is not a ticket queue—it is a coordinated response across customers, kitchens, and riders, with clear ownership and measurable turnaround. Whether you are ordering dinner, running service during peak hours, or evaluating DiamondFood for a strategic partnership, this page explains how we help—and how fast we move.
Who we support
Each audience gets tailored workflows. Operations, compliance, and partner success share one CRM backbone so nothing gets lost between teams.
Customers & diners
Order status, refunds, address changes, and safety incidents route to our consumer desk with order IDs attached. We prioritize live deliveries and escalate to restaurants or riders when the fix is operational.
Browse restaurants
Restaurant partners
Menu updates, payout questions, panel training, and peak-hour incidents go to partner success. We align on SLA windows for onboarding, document verification, and menu go-live so your kitchen revenue is predictable.
Partner onboarding
Riders & logistics
Dispatch issues, earnings clarity, document renewals, and safety reports are handled with rider-specific playbooks. We separate compliance reviews from day-to-day dispatch so riders are never stuck in generic queues.
Rider registration
Investors, press & strategic partners
For diligence, media, and enterprise collaborations we provide a single intake path. Messages are tagged for leadership review with structured timelines—so your team spends time on substance, not chasing threads.
Partnership intakeHow requests are triaged
We combine self-serve surfaces with human escalation. The goal is fewer round-trips: every message arrives with category, context, and ownership.
- First response: categorized tickets receive an acknowledgment with expected resolution windows during published hours (Mon-Sat, 8:00 AM - 10:00 PM).
- Safety & compliance: incidents involving people or payments are isolated and reviewed under documented procedures.
- Partner continuity: onboarding and payout threads stay with the same success lane until closed—no re-explaining on every reply.
Capture
Structured intake (category, IDs, screenshots) through Contact or in-app flows.
Route
Automatic routing to consumer, partner, rider, or leadership desks based on topic.
Resolve
Action owners coordinate with restaurants, riders, or payments as needed.
Close the loop
Confirmation back to the reporter with summary and any follow-up expectations.
Resources & policies
Transparency builds trust. These references are maintained as living documents and updated as the platform evolves.
Still need a human?
Email support@diamondfood.app, call +233 20 000 0000, or send a categorized note—we route faster when you pick the right channel in the contact form.