Grocery - Driver Complaints & Compensation SOP V1.4 |
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Scenario |
NON FTB |
FTB |
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| No Coupon | R35 | R50 | R75 |
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No Coupon | R35 | R50 | R75 | R100 | |||
| 1 | CS Poor Service Complaint (At the descretion of TL or agent) | X | X | X | X |
NA |
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| 2 | Cancelled due to tech issue | X | X | |||||||||
| 3 | SAR | X | X | |||||||||
| 4 | FDI | X | X | |||||||||
| 5 | FSI | X | X | |||||||||
| 6 |
MDNR: Customer informs us that the order was eventually delivered |
X | X |
YES |
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| 7 |
MDNR: Customer informs us that the order was not delivered |
X | X | |||||||||
| 8 | Missing Parcels | x | x | |||||||||
| 9 |
Partially Incorrect Parcels : If the Driver delivered partially incorrect parcels to the Customer (some parcels have the incorrect GROC number) |
X | X | |||||||||
| 10 |
Entire Incorrect Order: If the Driver delivered the incorrect order to the Customer (all parcels have the incorrect GROC number) |
X | X | |||||||||
| 11 |
Mishandled Item/ Spilled Item (Where the Customer saw the Driver spill the parcels/items) Images |
X | x | |||||||||
| 12 |
Mishandled Item/ Spilled Item (Where the Customer saw the Driver spill the parcels/items) No images |
X | X | |||||||||
| 13 |
Late Order: Customer complained about order being late & order was delivered less than 30 min late |
X | X | |||||||||
| 14 |
Late Order: Customer complained about being order being late & order was delivered more than 30 min late |
X | X | |||||||||
| 15 |
Late & Failed/Cancelled Order: Customer complained about the order being late for delivery & order was failed/cancelled |
X | X | |||||||||
| 16 | Failed Collection | X | X | |||||||||
| 17 | Failed Delivery (Driver or App fault) | X | X | |||||||||
| 18 | Failed Delivery (Customer Error) | X | X | |||||||||
| 19 |
Driver vehicle accident/ breakdown: Delivered within POD |
X | X | |||||||||
| 20 |
Driver vehicle accident/ breakdown: Delivered after POD |
X | X | |||||||||
| 21 |
Driver vehicle accident/ breakdown: Not delivered |
X | X | |||||||||
| 22 | Asking for a tip | X | X | |||||||||
| 23 |
Driver rude & unprofessional: delivered (discretion of the agent) |
X | X | X | X | |||||||
| 24 |
Driver rude & unprofessional: Order Cancelled or Failed |
X | X | |||||||||
| 25 | Driver doesn’t have any Driver’s License Identification | X | X | |||||||||
| 26 | Driver doesn’t have any Driver’s License Identification (Failed or cancelled) | X | X | |||||||||
| 27 | Not wearing branded uniform | X | X | |||||||||
Groceries Errors Complaints & Compensation V1.2 |
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Scenario |
NON FTB- Coupon Compensation |
FTB- Coupon Compensation |
Customer Refund | PnP Store Resolution | ||||||||
| No Coupon | R35 | R50 | R75 |
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No Coupon | R35 | R50 | R75 | R100 | ||||
| 1 | Missing Item/s (Including Liquor) | X | X |
Refund value of affected item/s |
Recoup Value of item/s affected
IF Liquor DO NOT recoup |
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| 2 |
Missing Items customer complains about items missing from their order AND missing items have already been automatically refunded |
X | X | ||||||||||
| 3 | NWIO (Including Liquor) | X | X | ||||||||||
| 4 |
NWIO (Including Liquor) 3+ items |
X | X | ||||||||||
| 5 |
Item Quality ( Visible & Invisible) R300 or less |
X | X | ||||||||||
| 6 |
Item Quality ( Visible & Invisible) More than R300 Return to store |
X | X | ||||||||||
| 7 |
Damaged item/s R300 or less |
X | X | ||||||||||
| 8 |
Damaged item/s Return to store |
X | X | ||||||||||
| 9 | Food Poisoning | X | X | ||||||||||
| 10 | Foreign Object | X | X | ||||||||||
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11 |
Overcharge and Weight pricing |
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X |
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X |
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Including 10* |
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| 12 | I Changed my Mind | X | X |
No Refund , Customer Returns Item to PnP |
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| 13 |
Returns Appliances - all appliances return to store |
X | X | ||||||||||
| 14 | Picking Failed - Less than 10 minutes after order placed | X | X |
Full Refund |
No Payment to PnP | ||||||||
| 15 | Picking Failed - More than 10 minutes after the order was placed | X | X | ||||||||||
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