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Driver Error Complaints SOP (DC Logging Team) - V5.4

TAKEALOT

 

Overarching Principles: 

  1. General Driver Complaints Rules: 

  • If a Branch Starts with a NUMBER for Example 1CT it is a cloud driver and we should use the Macro “Cloud Hubs Driver Complaints Template”. 
  • NB* Cloud Driver Complaints must not be logged for orders that do not have escalated notes. The Cloud CS cannot leave escalated notes on Brach Dashboard 
  • For all other branches please use the normal macro called “Mr D Food:: TDT Hubs Driver Complaints  Template”
  • Always log a driver complaint when the order is failed for collection- items unavailable without any note from the branch or the branch only left a non escalated note
  • Do not log a driver complaint if the order is older than 5 days, this excludes all critical escalations
  • When adding the complaint amount, always ensure to round up by R1 i.e if the complaint amount is R165,40 - you would round up to R166 on the complaint amount in the Zendesk form
  • If a Customer complains about an order 48 or more hours later, apply the 48hour Complaints Macro and do not provide any compensation -
    • If the complaint is due to a critical escalation, foreign object or food poisoning and it is outside of 48 hours - continue with Standard Operating Procedure.
    • If the Customer is an FTB, follow normal compensation guidelines
  • If a Customer complains about an order 48 or more hours later, apply the 48hour Complaints Macro and do not provide any compensation -
    • If the complaint is due to a critical escalation, foreign object or food poisoning and it is outside of 48 hours - continue with Standard Operating Procedure.
    • If the Customer is an FTB, follow normal compensation guidelines

 

  1. General Failed Deliveries Rules: 

A Driver Complaint is to be logged for a Failed Delivery if one or more of the following conditions are met. 

  • Doorbell not activated 
  • Driver Chat not activated - Use the Driver Chat Access Article to determine if Driver Chat was activated or not 
  • Order was not failed at the GPS location
  • Branch left a non-escalated note for a failed delivery due to “Not Accepted by the Customer”. 
  • No note was left at all 
  1. Complaint Amounts
  • Refer to the guide for complaint amount for Driver Complaints in order to determine if you are using the correct amount to bill the driver. 
  1. Marked Delivered not Received
  • Do not compensate the customer if a complaint is received 3 hours or more after the order was marked delivered (All hubs)
  • Do not compensate the customer if they have 3 or more MDNR complaints that were compensated for in the last 3 months 

 

Driver Errors Checklist

Driver Complaints General Checklist:

Agent task Checklist Why?
Check the customer's profile To see customer's complaints behaviour and order history
Review app rating comments Check customers app ratings comments on admin or zendesk
Check the orders General Info in Admin To see the order date, hub, restaurant and internal comments left by other agents
Check the orders Order Details in Admin What did the customer order? Did the customer leave any notes?
Check the orders Tracking in Admin Look at the timestamps promised and timestamps from the driver?
Check the orders Map in Admin Where does the driver tracking show us? Where was the order collected and delivered?
Check the orders Exceptions in Admin Was an exception created and completed?
Check the orders Technical in Admin Was a driver assigned?
Check the orders Notes in Branch Dashboard What is the communication between Branch and OS? Are the notes escalated or non-escalated?
Check the orders Audit Log in Branch Dashboard How many drivers could have been involved with this order?
Check the orders Images in Branch Dashboard Is the POC image visible, clear? Was it sealed? Can we see drinks?
Check the Driver Chat What did the driver say to the customer?

 
Driver Complaints Zendesk Ticket Checklist:

 

 

Driver Errors Complaints & Compensation

Issue Order Situation Investigations and Actions Driver Complaint Classification Driver complaint Amount
Marked Delivered not Received

Sequence of events:

  1. Order was marked delivered.

AND

  1. The Customer complained initially saying that the order had not yet been delivered.

AND

  1. The Customer informs us that the order was eventually delivered.

Investigation Decision Tree OPEN LINK to DECISION TREE

**In cases where the customer calls in and 15 mins have not passed yet, let them know you will escalate it to the driver management team (OS) to further investigate and try to reach out to the driver. 

Wording for the “Detailed problem description” in the macro

  1. USE WHEN DELIVERED IN THE END:

 The customer complained that the driver marked the order as delivered early.

  • Order was marked delivered at (add timestamp).
  • Customer complained at (add timestamp).

USE THE BELOW BULLET POINT IF THE CUSTOMER CONFIRMS OVER EMAIL/TICKET THAT THE ORDER WAS EVENTUALLY RECEIVED.
  • Customer confirmed the order was received at (add timestamp).

USE THE BELOW BULLET POINT IF THE CUSTOMER DOES NOT PROVIDE CONFIRMATION THAT THE ORDER WAS RECEIVED
  • The Customer has not confirmed whether the order was eventually delivered or not. Therefore the complaint is deemed as Early POD.
  1. USE WHEN NOT DELIVERED: (attach tracking map if not delivered at customer GPS)

The customer complained that the driver Marked the order as delivered but never received it.

  • Order was marked delivered at (add timestamp).
  • Customer complained at (add timestamp).
Customer confirmed the order was still not received at (add timestamp).
 		SOP Failure: Early POD, but received R30

Sequence of events:

  1. Order was marked delivered.

AND

  1. The Customer complained initially saying that the order had not yet been delivered.

AND

The Customer informs us that the order was eventually delivered 45 mins or later after the driver had marked the order as delivered prematurely. 		SOP Failure: Early POD, but received R30

Sequence of events:

  1. Order was marked delivered.

AND

  1. The Customer complained saying the order was still not delivered.

AND 

  1. 15 mins or more has lapsed and the order has still not been delivered as confirmed by the customer telephonically.
 Driver Behaviour: Marked delivered, not received

SubTotal, 

plus Service fee, plus Driver Tip,
Missing Items
 
 
 

Missing Item is not a drink 

 

  1. Sequence of events:
  • The Customer complained of a item missing from the order

 

*Do not log driver complaints for KFC missing drinks

Investigation Decision Tree

 

 

Definition of Sealed: Sealed with a tag/tape/sticker ; paper bag is stapled ; plastic bag is tied, order is packed in a plastic bag ; paper bag is folded over. 

 

In this case, the driver will take an image to show that it is sealed and/or take an image from above. See  

** See Appendix 1.1 for examples

 

Wording for the “Detailed problem description” in the macro

 

  1. USE WHEN IMAGE ON BRANCH DASHBOARD IS NOT CLEAR AND/OR VISIBLE:

 The customer complained that they were missing XXX (add missing item) from their meal. Image taken by the driver is either not visible or does not show the sealed bag.

 SOP Failure: Missing items/image not as per SOP

Individual Price on Admin:

  • Drink price is R30 or less
  • Bill= R30 

Individual Price on Admin:

  • Drink price is more than R30
  • Bill= Drink price  + Service Fee

Combo Drink Price

- Drink price is R30 or less & 1-4 missing drinks:

  • Bill= R30 X Quantity

Combo Drink Price

Drink price is more than R30 :

  • Actual Price x Quantity + Service Fee
  • Add image of price on the DC

Combo Drink Price 

- 5 or more missing drinks regardless of the price

  • Actual Price X quantity + Service Fee
  • Add image of price on the DC

The item is a Drink & is not visible in the Collection Image

 

  1. Sequence of events:
  • The Customer complained that a drink was missing from their order 
  • Image on branch dashboard shows that the drink was not collected

 

Process to follow if Admin details and Dashboard details show that a drink was included in the order:

 

  1. USE WHEN DRINK IS MISSING FROM IMAGE ON BRANCH DASHBOARD:

 The customer complained that they were missing XXX (add missing item) drinks from their order. Image taken by the driver does not show that the drinks were collected/ not visible  indicating a failure to check ordered items to be collected

 SOP Failure: Missing items/image not as per SOP

 

 

Process to follow if Admin details AND Dashboard details do not show that a drink was included in the order:

 

If the order details show that no drink comes with the item however the menu states that a drink is supposed to come with item then escalate through to RS using the following Macro:

 

  • Mr D Food:: Internal Escalation:: CS to RS:: Drink Item not Listed 
    • Ensure to attach a screenshot showing that the drink item is not listed on Admin or Branch dashboard 
    • This allows RS to escalate to the Menu Team for the Menu team to add the drink

 

 DO NOT LOG A DRIVER COMPLAINT

NO BILLING

Incorrect Order Delivered

Sequence of events:

  1. The Customer complained that they received an order that is from a different restaurant OR has a different order number on the slip.

AND 

  1. The Customer provides us with images of the incorrect order that was delivered.

Ensure to add the image of the incorrect order that the Customer received:

NB - For cases where the Customer does not provide an image or the image in the collection image does not show the incorrect order, DO NOT log a Driver Complaint

 

  1. USE WHEN INCORRECT ORDER IS VISIBLE IN COLLECTION IMAGE:

 

 The customer complained that they received a completely different order. The image taken by the Driver shows that the incorrect order was collected.

 

  1. USE WHEN THE CUSTOMER SENDS AN IMAGE OF THE  INCORRECT ORDER.

 

The customer complained that they received a completely different order. The image taken by the Customer shows that the received a completely different order.

 

 SOP Failure: Missing items/image not as per SOP

SubTotal, 

plus Service fee, plus Driver Tip

 
Mishandled Food / Spilled Food
 
 

Sequence of events:

  1. The Customer complained that the order was spilled/ damaged but based on the Mishandled Food article, the food is not edible. 

AND 

  1. The order was delivered to the customer.

AND

Images of the damaged order have been received.

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN IMAGES ARE RECEIVED BY CUSTOMER:

The customer complained about the state the order was delivered. The order was mishandled and damaged in transit. The following items XX (list of the mishandled ordered items) were damaged as per attached images.  (Add image of mishandled food) 

 

 

 Driver Behaviour: State of food delivered by driver

The Actual Value of spilled and Damaged items AND

Include:

  • Service Fee

IF ITEM VALUE NOT AVAILABLE USE R30

 

Sequence of events:

  1. The Customer complained that the order was spilled/ damaged but based on the Mishandled Food Article, the food is still edible. 

AND 

  1. The order was delivered to the customer.

AND

Images of the damaged order have been received.

Driver Behaviour: State of food delivered by driver

R50 - as per the Mishandled Food article

Sequence of events:

  1. The Customer complained that the order was spilled/ damaged.

AND 

  1. The order was marked delivered, but the customer rejected the order OR the order failed.

AND 

Images of the damaged order have NOT been received.

  1. USE WHEN IMAGES ARE NOT RECEIVED BY THE CUSTOMER DUE TO THE ORDER BEING REJECTED BY THE CUSTOMER.

The customer complained about the state the order was delivered. The order was mishandled and damaged in transit. The customer actually rejected the order, thus they couldn’t supply us with images of the damaged order items.

 

 Driver Behaviour: State of food delivered by driver

NO IMAGES RECEIVED FROM CUSTOMER BILL:

 

R30

 
Late / Delayed Order
 
 
 
 
 
 
 
 
 
 
 

Sequence of events:

  1. The Customer/ Restaurant complained about the order being late for delivery or collection. 

AND 

  1. Order was delivered less than 30 mins late.

 

Root Cause to be investigated.

Investigation for Late Orders and Delayed Orders

Go into the order number on Admin, then go to “Tracking”

Question 1: 

Is there a Cap Delay under Actual time? 

                AND

The Driver Assignment Time under “Actual Time” is later than Proof of Arrival (Collection) under “Promise to Customer”? 

If YES, do not log a Driver Complaint.

(FYI - Capacity delay is when the app allows more orders than drivers, knowing that we will have a driver available soon)

If NO, answer question 2.

Question 2: 

On “Tracking”, Is the time under “Actual time” earlier than the “Promise to Customer” for Proof of Arrival (Collection)?

If YES, do not log a Driver Complaint.

NB! Only escalate to RS for failed collection and cancelled orders.

(FYI - This would be considered a Restaurant Delay due to them being too busy)

If NO, follow the decision tree below.

 


 

 Root cause to be investigated to determine if the complaint is to be logged or not.

Amount to be based on root cause.

Sequence of events:

  1. The Customer/ Restaurant complained about the order being late for delivery or collection. 

AND 

  1. Order was delivered more than 30 mins late.

 

Root Cause to be investigated.

 Root cause to be investigated to determine if the complaint is to be logged or not.

Amount to be based on root cause.

Sequence of events:

  1. The Customer/ Restaurant complained about the order being late for delivery or collection. 

AND 

  1. Order was failed/cancelled. 

 

Root Cause to be investigated.

 Root cause to be investigated to determine if the complaint is to be logged or not.

SubTotal, 

plus Service fee, plus Driver Tip

 

Only if Root Cause is applicable.

 

Root Cause Sequence of Events:

 

  1. As per Investigation for Late Orders and Delayed Orders, a driver complaint is to be logged.

AND

  1. We received a complaint from the restaurant stating that the driver was late for collection.

 

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:

 

The order was collected late as reported by the restaurant partner, this resulted in the order being delivered late by XX minutes.

 

 Operations: Late collection reported by restauran

R30

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED:

 

As reported by the restaurant partner, the driver has not yet collected the order and the order is now running XX minutes late. The order has now failed due to the driver delay and the customer was compensated because of this.

  • Order had to be collected at  (add timestamp).
  • Order had to be collected at  (add timestamp).
  • Restaurant contact received was at  (add timestamp).
  • Customer informed when the order failed at  (add timestamp).
 Operations: Late collection reported by restaurant

SubTotal, 

plus Service fee, plus Driver Tip

Root Cause Sequence of Events:

 

  1. As per Investigation for Late Orders and Delayed Orders, a driver complaint is to be logged.

 

AND 

  1. No drivers have been assigned.

 

AND

 

  1. The order was failed/cancelled.

Further Investigation:

  • Go into the order number on Admin, then go to “Branch Dashboard”
  • Select “Details” and by “Driver” it will say “None”
    • Select “Audit Log” in the “Audit Log” there should be No Driver Names, Offers Rejected or “cancelled by an IC Driver” - As per the below image. 
  • Go to Admin and under “Delivery by” there will be No Driver name.







Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED:


The order has failed as no driver accepted this order to collect and deliver. The order was supposed to be delivered at XX (add POD timestamp) and the order failed at XX (add failed/cancelled  timestamp). Please see attached image. (Add image as per above example)

 Operations: No drivers assigned

SubTotal, 

plus Service fee, plus Driver Tip

Root Cause Sequence of Events:

 

  1. As per Investigation for Late Orders and Delayed Orders, a driver complaint is to be logged.

 

AND 

  1. One or Multiple drivers rejected the order.

 

OR/AND

 

  1. One or Multiple drivers let the order expire. 

 

OR/AND 

 

  1. One or Multiple drivers failed the order.

 

Further Investigation:

 

  • Go into the order number on Admin, then go to the Branch Dashboard.
  • Select  “AUDIT LOG” to see the driver's behaviour.
  • ONE or MULTIPLE Drivers have offers expired, rejections or failures under the “Audit Log” on the branch dashboard.
  • Log a diver complaint if the root cause conditions are met. Remember this is an AND/OR issue so not all conditions need to have been met.

 

 

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:


Due to drivers not accepting the order offer as per attached image (Add image as per above example), this order was delivered late by XX minutes.

 Operations: Offer acceptance behaviour

R30

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED:

 

Due to drivers not accepting the order offer as per attached image (Add image as per above example). The order was supposed to be delivered at XX (add POD timestamp) but failed at XX (add failed/cancelled  timestamp) as it was already after the POD time. 

 Operations: Offer acceptance behaviour

SubTotal, 

plus Service fee, plus Driver Tip

Root Cause Sequence of Events:

 

  1. As per Investigation for Late Orders and Delayed Orders, a driver complaint is to be logged.

 

AND 

  1. When looking at the Driver Tracking in Maps, you can see the driver did not go directly to the store after accepting the order.

 

And/OR

 

  1. The driver went to the store but then went somewhere else, before going back to the store to collect the order.

 

AND/OR

 

  1. After collecting the store the driver did not go directly to the customers address but seems to have gone elsewhere first. 

 

Further Investigation:

 

  • Go into the order number on Admin, then go to the “Map”
  • Check the driver GPS tracking to see where they were. 
  • Log a diver complaint if the root cause conditions are met. Remember this is an AND/OR issue so not all conditions need to have been met.
  • The following needs to be included on the screenshot when escalating:

    1. Arrived Collection Timestamp

    2. Furthest collection point timestamp

    3. Collected timestamp

    4. All the delivery journey timestamps on the right

 



 

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:


Based on the drivers tracking as per attached image (Add image as per above example), we can see that the driver was somewhere at XX time (Timestamp example 19:18) and not at the store, this resulted in the order being delivered late by XX minutes.

 Driver Behaviour: Route Deviation /Incorrect Navigation

R30

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED:

 

Based on the drivers tracking as per attached image (Add image as per above example), we can see that the driver was somewhere at XX time (Timestamp example 19:18) and not at the store. 

The order was supposed to be delivered at XX (add POD timestamp) but failed at XX (add failed/cancelled  timestamp) as it was already after the POD time. 

 Driver Behaviour: Route Deviation /Incorrect Navigation

SubTotal, 

plus Service fee, plus Driver Tip

Root Cause Sequence of Events:

 

  1. As per Investigation for Late Orders and Delayed Orders, a driver complaint is to be logged.

 

AND 

  1. When looking at the Driver Tracking in Maps, there is no Driver GPS tracking returned.

 

Further Investigation:

 

  • Go into the order number on Admin, then go to the “Map”
  • Check the driver GPS tracking to see where they were. 
  • Log a diver complaint if no Driver GPS coordinates are returned OR very few updates are returned.

 



Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:


Based on the drivers tracking as per attached image (Add image as per above example), the driver couldn’t be tracked but the customer complained saying the order was delivered late at XX(add timestamp) which was XX minutes past POD time

 Driver Behaviour: No device updates

R30

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED:

 

Based on the drivers tracking as per attached image (Add image as per above example), the driver couldn’t be tracked but the customer complained saying the order was running late at XX(add timestamp). 

The order was supposed to be delivered at XX (add POD timestamp) but failed at XX (add failed/cancelled  timestamp) as it was already after the POD time.

 Driver Behaviour: No device updates

SubTotal, 

plus Service fee, plus Driver Tip
Failed collection

Sequence of events:

The order was failed due to a Restaurant Delay

Step 1: Check Branch Dashboard

1.1 All failed collections due to restaurant delays must be escalated by the branch before being failed.

1.2 Branch will leave an escalated note 



Step 2: Determine if its a Diver/Branch or Restaurant Error

 

Log a driver complaint if:

  1. The order was failed by the branch with a non escalated note

And/Or

  1. The order was failed by the branch at less that Proof of Arrival (Promised)+60 minute

And/Or

  1. The order was failed by the branch and the driver was not at the restaurant

And/Or

  1. The order was failed by the Driver and the Driver was not at the restaurant GPS location at all times after arrival.

 

Wording for the “Detailed problem description” in the macro:

 

The Driver/Branch failed SOP by (choose one of the reasons below)

  1. Failing an order due to a restaurant delay before Proof of Arrival (Promised)+60 minutes
  2. Failure without proper communication as this was supposed to be an escalated note, but the branch sent a non-escalated note.
  3. Failure without proper communication as this was supposed to be an escalated note, but the branch did not send any note at all.
  4. Driver has failed incorrectly as he was not at the restaurant GPS location when failing the order
  5. Driver is manipulating the system because based on the Map tracking, the driver arrived at the restaurant GPS location then went elsewhere. Please see the screenshot of the Map tracking.
  6. Driver turned off their device during the collection period and switched it back on to fail the order 


Remember: Include the screenshot/image of Map from “Maps” on Admin showing where it was failed for collection and the driver was not at the restaurant or not at the restaurant at all times after arrival for collection

 SOP Failure: Incorrectly failed collection

SubTotal, 

plus Service fee, plus Driver Tip

Sequence of events:

The order was failed due Item OOS

Step 1: Check Branch Dashboard

1.1 Branch will leave an escalated note stating “items are OOS/the items are not on the restaurants menu”

 

Step 2: Determine if its a Diver/Branch or Restaurant Error

 

Log a driver complaint if:

  1. There is a Non escalated note or no note was left by the branch before failing the order

And/Or

  1. Driver did not fail at the GPS location of the restaurant.



Wording for the “Detailed problem description” in the macro:

 

The Driver/Branch failed SOP by (choose one of the reasons below)

  1. Failure without proper communication as this was supposed to be an escalated note, but the branch sent a non-escalated note.
  2. Failure without proper communication as this was supposed to be an escalated note, but the branch did not send any note at all.
  3. Driver has failed incorrectly as he was not at the restaurant GPS location when failing the order


Remember: Include the screenshot/image of Map from “Maps” on Admin showing where it was failed for collection and the driver was not at the restaurant or not at the restaurant at all times after arrival for collection

 SOP Failure: Incorrectly failed collection

SubTotal, 

plus Service fee, plus Driver Tip

Sequence of events:

  1. The order was failed due 
  • Business Closed
  • Loadshedding
  • Incorrect Restaurant GPS location
  • Restaurant/Customer cancelled the order

Step 1: Check Branch Dashboard

1.1  Branch will leave an escalated note stating the reason why the order was a failed collection.  

 

Log a driver complaint if:

  1. Non escalated note or no note was left by the branch before failing the order.

And/Or

  1. Driver did not fail at the GPS location of the restaurant



Escalate to RS for Recoup

  1. Branch left an escalated note on the Branch Dashboard informing OS of of the reason for the order being a failed collection. 



Wording for the “Detailed problem description” in the macro:

 

The Driver/Branch failed SOP by (choose one of the reasons below)

  1. Failure without proper communication as this was supposed to be an escalated note, but the branch sent a non-escalated note.
  2. Failure without proper communication as this was supposed to be an escalated note, but the branch did not send any note at all.
  3. Driver has failed incorrectly as he was not at the restaurant GPS location when failing the order


Remember: Include the screenshot/image of Map from “Maps” on Admin showing where it was failed for collection and the driver was not at the restaurant or not at the restaurant at all times after arrival for collection

 SOP Failure: Incorrectly failed collection

SubTotal, 

plus Service fee, plus Driver Tip
Order collected, but failed at collection

Sequence of events:

  1. The order is marked as a failed collection but the restaurant informed us and provided either a signed slip showing it was collected or CCTV footage/screenshot of the driver being handed over the order.

Wording for the “Detailed problem description” in the macro:

 

The driver incorrectly failed this order at collection. As per the restaurant, the order was actually handed over to the driver and collected. Please see the below evidence provided by the store.

  • Attach the signed driver slip/ register supplied by the store
  • Attach the CCTV footage or CCTV screenshot of the order being handed over.

 

 SOP Failure: Order collected, but failed at collection

SubTotal, 

plus Service fee, plus Driver Tip

 

Food Failed Deliveries Investigation

 
Failed Delivery

Sequence of events:

  1. The order has a status of failed_delivery
    • Customer not Present
    • Cannot find address and unable to contact Customer
    • Customer Incorrectly Placed Order

Step 1: 

1.1  Branch will leave a non-escalated note stating the reason why the order was failed.

1.2 Check if the order failed at the customer GPS.

1.3 Check if the Driver activated Doorbell

1.4 Check if Driver Chat was activated  

 

Use the below table as a guide to determine if a driver complaint is to be logged. 

 

Required = This means that if this was not done, you have grounds to log a Driver Complaint 

Not Required = This means that if this was not actioned, the driver can not be held liable for the complaint. 



Failure Reason Driver Chat Activated  Doorbell Activated  Note on Branch dashboard Failed at GPS location 
Customer Not Present  Required  Required Non-escalated note  Required 
Cannot Find address and unable to contact Customer  Required  Required   Non-escalated note  Required 
Failed COD Not required  Required Non-escalated note Required 




Wording for the “Detailed problem description” in the macro:

 

The Driver/Branch failed SOP by (choose one of the reasons below)

  1. Failure without proper communication as this was supposed to be a non-escalated note, but the branch did not send any note at all.
  2. Driver has failed incorrectly as he was not at the customer GPS location when failing the order
  3. Failure without activating driver chat when driver chat was to be activated 
  4. Failure without activating doorbell when doorbell was to be activated

 

Remember: Include the screenshot/image of Map from “Maps” on Admin showing where it failed for delivery and the driver was not at the customer or not at the customer at all. 

 

1.2) NB - Order failed at Customer GPS location: 

 

1.2.1) If the only error on the failed delivery is that the Driver did not fail at the Customers GPS location, Do not log a Driver Complaint IF: 

 

  • The order failed within close proximity to the Customers address and you can visibly see the purple tracking stamps (multiple purple dots) by the Customers address. 
  • Driver failed the order at an estate/office/gated entrance due to the Customer not providing an access code or being prevented from entering by security.
  • Order was failed in the ocean or another country and the last time stamp is by the customer address.
  • The driver failed the order due to the customer clearly stating via driver chat that they do not have cash to pay for the order or selected the incorrect address or are unable to accept delivery

 



1.2.2) If the only error on the failed delivery is that the Driver did not fail at the Customers GPS location, Do log a Driver Complaint IF: 

 

  • The order is not failed in proximity to the Customers address and you can NOT visibly see the purple tracking stamps (purple dots) by the Customers address. 
  • Driver failed the order at an estate/office/gated entrance and the Customer provided an access code via driver chat,delivery instructions or did not have their driver chat messages responded to by the driver
  • Order was failed in the ocean or another country and the last time stamp is NOT by the customer address

 


 SOP Failure: Incorrectly failed delivery

SubTotal, 

plus Service fee, plus Driver Tip

Sequence of events:

  1. The order has a status of failed_delivery

AND

  1. Is not accepted by the customer due to the following reasons:

 

  • Duplicate Order
  • Spilled or Mishandled food
  • Customer Cancellation
  • Driver behaviour 
  • Missing Items 
  • No Change

Step 1: 

1.1  Branch will leave an escalated note stating the reason why the order was failed.

1.2 Check if the order failed at the customer GPS.

1.3 Check that the failed delivery Reason under Delivery by is “Not Accepted by the Customer”.

 

Log a driver complaint if:

 

  1. Order failed by branch with non escalated note to OS

Or

  1. Order failed by branch with no note left on the branch dashboard 
  2. Branch accepts liability of the failed delivery.

 

Wording for the “Detailed problem description” in the macro:

 

The Driver/Branch failed SOP by (choose one of the reasons below)

  1. Failure without proper communication as this was supposed to be an escalated note, but the branch sent a non-escalated note.
  2. Driver has failed incorrectly as he was not at the customer GPS location when failing the order
  3. Failure without activating driver chat when driver chat was to be activated 
  4. Failure without activating doorbell when doorbell was to be activated

 

Remember: Include the screenshot/image of Map from “Maps” on Admin showing where it failed for delivery and the driver was not at the customer or not at the customer at all.

 

1.2) NB - Order failed at Customer GPS location: 

 

Refer to the guidance provided in Failed deliveries section above

 

 SOP Failure: Incorrectly failed delivery

SubTotal, 

plus Service fee, plus Driver Tip

Sequence of events:

  1. The order has a status of failed_delivery or cancelled by branch

AND

  1. Is not accepted by the customer due to the following reasons:

 

  • Duplicate Order

Step 1: 

1.1  Branch will leave an escalated note stating the order was rejected by the customer due to it been a duplicate

1.2  Go to the customers profile and confirm that the order is a duplicate 

 

Once confirming that this is a duplicate order ,do not log a driver complaint for any SOP failures from the driver or branch

 

 NA

NA

 

Shops Failed Deliveries Investigation

 
Failed Delivery

Sequence of events:

  1. The order has a status of failed_delivery 
    • Customer not Present
    • Cannot find address and unable to contact Customer
    • Customer Incorrectly Placed Order

*For all Shops Failed Deliveries escalate the initial “Driver Complaints: Internal escalation” ticket to RS for the Restaurant Resolution. The escalation to RS should include the following text in an internal note:

 

  1. Order was successfully returned to the Store:
    • Driver failed the order at the Shops GPS location.
    • Branch left a note saying that the order was returned back to the store.
  2. Order was not successfully returned to the Store.
    • Driver did not fail the order at the store GPS location.

OR

      • Branch did not leave a note saying that the order was returned back to the store.

Step 1: 

1.1  Branch will leave 2 non-escalated notes stating the reason why the order was failed and that the order was successfully returned to the Shop.

1.2 Check if there are purple GPS dots around the Customers location to validate that the Driver did arrive at the Customers address.

1.3 Check if the Driver activated Doorbell

1.4 Check is Driver Chat was activated 

1.5 Check if the order was failed at the Store's GPS location.

 

Use the below table as a guide to determine if a driver complaint is to be logged. 

 

Required = This means that if this was not done, you have grounds to log a Driver Complaint 

Not Required = This means that if this was not actioned, the driver can not be held liable for the complaint.

 

*If one of the requirements is not met, log a driver complaint.

 

Failure Reason Driver Chat Activated Doorbell Activated Non-escalated note stating failure reason Non-escalated note stating the order was returned Failed at Store GPS location Purple GPS dots at Customer Address
Customer Not Present Required Required Required Required Required Required
Cannot Find address and unable to contact Customer Required Required Required Required Required Required
Customer incorrectly placed order Required N/A Required Required Required Not Required

 

Wording for the “Detailed problem description” in the macro:

The Driver/Branch failed SOP by (choose one of the reasons below)

  • Failure without proper communication as this was supposed to be a non-escalated note, but the branch did not send any note at all.
  • Failure without proper communication as the branch was supposed to leave a non escalated note stating the reason for failure, but the branch did not leave a note stating the reason for failure.
  • Failure without proper communication as the branch was supposed to leave a non escalated note stating that the order was successfully returned, but the branch did not leave a note stating that the order was returned.
  • Driver has failed incorrectly as he was not at the Store’s GPS location when failing the order & there is no note to indicate that there was an issue preventing failure at the store's location.
  • Driver has failed incorrectly as there were no purple GPS dots at the Customers address. This indicates the Driver did not make an attempt to deliver the Customers order.
  • Failure without activating driver chat when driver chat was to be activated
  • Failure without activating doorbell when doorbell was to be activated
  • Driver marked order delivered but branch left a note indicating that the order was a failed delivery

 

Remember: Include the screenshot/image of Map from “Maps” on Admin showing where it was failed for delivery and the driver was not at the customer or not at the customer at all.

 

1.2) NB - Order failed at Stores GPS location:

1.2.1) If the only error on the failed delivery is that the Driver did not fail at the Stores GPS location, Do not log a Driver Complaint IF:

    • The order failed within close proximity to the Store's GPS Coordinates and you can visibly see the purple tracking stamps (multiple purple dots) by the Stores Address.
    • Order was failed in the ocean or another country and the last time stamp is by the Store's address.

 

1.2.2) If the only error on the failed delivery is that the Driver did not fail at the Stores GPS location, Do log a Driver Complaint IF:

    • The order is not failed in proximity to the Stores address and you can NOT visibly see the purple tracking stamps (purple dots) by the Stores address.
    • Order was failed in the ocean or another country and the last time stamp is NOT by the Stores address.

 SOP Failure: Incorrectly failed delivery

R30

 

Sequence of events:

  1. The order has a status of failed_delivery

AND 

  1. Is not accepted by the customer due to the following reasons:
  • Duplicate Order
  • Mishandled goods
  • Customer Cancellation
  • Driver behaviour 
  • Missing Items

*For all Shops Failed Deliveries escalate the initial “Driver Complaints: Internal escalation” ticket to RS for the Restaurant Resolution. The escalation to RS should include the following text in an internal note:

 

  1. Order was successfully returned to the Store:
    • Driver failed the order at the Shops GPS location.
    • Branch left a note saying that the order was returned back to the store.
  2. Order was not successfully returned to the Store.
    • Driver did not fail the order at the store GPS location.

OR

      • Branch did not leave a note saying that the order was returned back to the store.

Step 1: 

 

1.1) Branch will leave 2 non - escalated notes stating:

  • The Reason the Customer is not accepting the order
  • Confirming the order was successfully returned to the store or the store was closed and the Driver will return the order to the branch.

1.2)  Check if there are purple GPS dots around the customers location to validate that the driver did arrive at customers address

1.3) Check that the failed delivery Reason under Delivery by is “Not Accepted by the Customer”.

1.4) Check if the order was failed at the Store's GPS.

 

Log a driver complaint if:

 

  1. The order was failed and there was only 1 non escalated note left by the branch.
    1. Either a note informing Mr D of the reason the customer is refusing the order.

 OR

  1. note informing Mr D that the order was returned successfully.

Or

  1. Branch accepts liability of the failed delivery.
  2. Driver did not fail the order at the Store's GPS coordinates.
  3. There were no purple GPS tracking stamps at the Customers location.& there is no evidence of the customer refusing the order.

Wording for the “Detailed problem description” in the macro:

 

The Driver/Branch failed SOP by (choose one of the reasons below)

  1. Failure without proper communication as there was only 1 non escalated note left by the branch stating the reason for the failed delivery.
  2. Failure without proper communication as there was only 1 non escalated note left by the branch stating that the order was failed at the Stores GPS location.
  3. Failure without proper communication as there were no notes left on branch dashboard.
  4. Driver has failed incorrectly as he was not at the customer GPS location when failing the order i.e there were no purple GPS dots.
  5. Failure without activating driver chat when driver chat was to be activated 
  6. Failure without activating doorbell when doorbell was to be activated

 

Remember: Include the screenshot/image of Map from “Maps” on Admin showing where it was failed for delivery and the driver was not at the customer or not at the customer at all. AND/OR Include Screenshots of Notes on the Branch Dashboards
System Failures

Sequence of events:

  1. The Customer complained that the order was LATE.

 

AND 

 

  1. This was due to a system failure that was communicated by the CSM/OPS.

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:

 

The driver was late due to [Insert system error]

  • Please note that you will be informed by CSM/OPS of what exact wording to use should a system failure occur. 

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED: 

 

The driver was failed due to [Insert system error]

  • Please note that you will be informed by CSM/OPS of what exact wording to use should a system failure occur.

 


 

 Operations :: System failure

R30

Sequence of events:

  1. The order was failed/cancelled due to a system failure communicated by CSM/OPS.
 Operations :: System failure

SubTotal, 

plus Service fee, plus Driver Tip
Driver vehicle breakdown

Sequence of events:

  1. The Customer complained that the order was LATE.

AND 

  1. We were informed that the driver’s vehicle had a breakdown.

 

AND

  1. The order was delivered.

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:

 

The driver was late due to having a vehicle breakdown.

  • Insert image of branch dashboard showing the communication between the Branch and OS confirming the above.

OR

  • Insert image from Driver chat showing that the driver informed the customer that they will be late due to the above.



  1. USE WHEN ORDER WAS FAILED/CANCELLED: 

 

The driver failed to deliver the order due to  [Accident/Robbery (Pick one)]

  • Insert image of branch dashboard showing the communication between the Branch and OS confirming the above picked reason.

OR

  • Insert image from Driver chat showing that the driver informed the customer that they will be late due to the picked reason.

 

 Operations: Vehicle Breakdown

R30

Sequence of events:

  1. We were informed that the driver’s vehicle had a breakdown.

AND

  1. The order was failed/cancelled.
 Operations: Vehicle Breakdown

SubTotal, 

plus Service fee, plus Driver Tip
Driver accident/robbery

Sequence of events:

  1. Customer complained that the order was LATE.

AND 

  1. We were informed that the driver was in a robbery/accident by either the branch, customer or restaurant. 

 

AND

  1. The order was delivered.

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:

 

The driver was late due to having a vehicle breakdown.

  • Insert image of branch dashboard showing the communication between the Branch and OS confirming the above.

OR

  • Insert image from Driver chat showing that the driver informed the customer that they will be late due to the above.



  1. USE WHEN ORDER WAS FAILED/CANCELED: 

 

The driver failed to deliver the order due to  [Accident/Robbery (Pick one)]

  • Insert image of branch dashboard showing the communication between the Branch and OS confirming the above picked reason.

OR

  • Insert image from Driver chat showing that the driver informed the customer that they will be late due to the picked reason.

 

 Operations: Driver accident/robbery

R30

Sequence of events:

  1. We were informed that the driver was in a robbery/accident by either the branch, customer or restaurant. 

AND

  1. The order was failed/cancelled.
 Operations: Driver accident/robbery

SubTotal, 

plus Service fee, plus Driver Tip
Asking for a tip

Sequence of events:

  1. The Customer complained that the driver was asking for a tip

Wording for the “Detailed problem description” in the macro:

 

The driver’s behaviour was unprofessional because the customer complained stating that the driver was asking for a tip.

 Driver Behaviour: Asking for a tip

R30
Unprofessional & Rude

Sequence of events:

  1. The Customer complained that the driver was rude and unprofessional.

AND

  1. The order was delivered to the customer.


NOTE: Refer to the critical escalations further below to determine if this issue should be escalated to Social Team

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:

 

The customer complained that the driver was rude and unprofessional. 

  • Include exactly what the driver did.
  • Include any proof of poor behaviour.



  1. USE WHEN ORDER WAS FAILED/CANCELED:

 

The customer complained that the driver was rude and unprofessional. This resulted in the order being failed.  

  • Include exactly what the driver did.
  • Include any proof of poor behaviour.

 

 Driver Behaviour: Unprofessional & rude

R30

Sequence of events:

  1. The Customer complained that the driver was rude and unprofessional.

AND 

  1. The order was failed/cancelled.


NOTE: Refer to the critical escalations further below to determine if this issue should be escalated to Social Team

 Driver Behaviour: Unprofessional & rude

SubTotal, 

plus Service fee, plus Driver Tip
No Change / Change Dispute

Sequence of events:

  1. The Customer complaint that the driver had no change or didn’t give the customer their change back

 

OR 

 

  1. Driver took cash but the order was a prepaid order (ie credit/eft/ wallet used)

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN THIS IS A CHANGE ISSUE

The customer complained that the driver did not have change for their order. The amount of change missing is R[Actual Value of Change] (Show the calculation in brackets ).

 

  1. USE WHEN THE ORDER WAS PREPAID

The customer complained the driver took the full cash value for the entire order when this was not a COD. Driver was never supposed to collect COD on this order.

The amount taken from the customer was R[Actual Value taken by driver]

 SOP Failure: Did not provide change

The Higher of 

R30 

 

OR

the change dispute

 

Eg1: If the change was R15,

Log a complaint for R30

 

Eg2: If the change was R45,

Log a complaint for R45
Driver doesn’t have any Driver’s License Identification

Sequence of events:

  1. The Customer/Restaurant complained that the driver didn’t have their Driver’s Licence 

AND 

  1. The order was delivered to the customer.

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:

 

We received a complaint from the customer/restaurant partner stating that the driver did not have their Driver’s License Identification. 

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED:

 

We received a complaint from the customer/restaurant partner stating that the driver did not have their Driver’s License Identification. This resulted in the order failing.

 

 SOP Failure: Driver could not produce ID

R30

Sequence of events:

  1. The Customer/Restaurant complained that the driver didn’t have their Driver’s Licence 

AND

  1. The order was failed/cancelled.

 

 SOP Failure: Driver could not produce ID

SubTotal, 

plus Service fee, plus Driver Tip
Not wearing branded uniform

Sequence of events:

  1. The Customer/Restaurant complained that the driver had no HotBag.

AND 

  1. The order was delivered to the customer.

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:

 

We received a complaint from the customer/restaurant partner stating that the driver did not have a Hotbag. 

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED:

 

We received a complaint from the customer/restaurant partner stating that the driver did not have a Hotbag. This resulted in the order failing.

 

 SOP Failure: No hotbag used by driver

R30
  1. The Customer/Restaurant complained that the driver had no HotBag.

 

AND

  1. The order was failed/cancelled.
 SOP Failure: No hotbag used by driver

SubTotal, 

plus Service fee, plus Driver Tip
Not wearing branded uniform

Sequence of events:

  1. The Customer/Restaurant  complained that the driver was not in branded Takealot or Mr D Food uniform.

AND 

  1. The order was delivered to the customer.

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:

 

We received a complaint from the customer/restaurant partner stating that the driver was not in a branded Takealot/Mr D Food uniform. 

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED:

 

We received a complaint from the customer/restaurant partner stating that the driver was not in a branded Takealot/Mr D Food uniform. This resulted in the order failing.

 SOP Failure: Not wearing branded uniform

R30

Sequence of events:

  1. The Customer/Restaurant complained that the driver was not in branded Takealot or Mr D Food uniform.

AND 

  1. The order was failed/cancelled.

Wording for the “Detailed problem description” in the macro:

 

  1. USE WHEN ORDER WAS DELIVERED:

 

We received a complaint from the customer/restaurant partner stating that the driver was not in a branded Takealot/Mr D Food uniform. 

 

  1. USE WHEN ORDER WAS FAILED/CANCELLED:

 

We received a complaint from the customer/restaurant partner stating that the driver was not in a branded Takealot/Mr D Food uniform. This resulted in the order failing.

 SOP Failure: Not wearing branded uniform

SubTotal, 

plus Service fee, plus Driver Tip

 

 

Appendix 1.1 - Sealed bags examples

 

Sealed bags
               

 

 

Appendix 2 - Additional Cases of Valid Images

 

Appendix 3: Failed Collections

 

4.1 How to identify if an order is failed by a branch with or without an Escalated note?

1.

Identifying Escalated Notes

  • All escalated notes left by the branch will appear in red text
  • All non escalated notes left by the branch will appear in black text

NB* for all failed collections, the branch must send an ESCALATED note to OS informing them of the reason for failure

 

4.2 Determining who is at fault for a failed collection due to a restaurant delay

1. Check branch Dashboard

  • Order failed without escalated note: Log a driver complaint


  • Order failed with escalated note: Investigate Delay
2.

Investigate the delay


Correctly failed restaurant delay: Order was failed at Proof of Arrival (Promised)+60 Minutes or more, driver was at the restaurant at all times and failed at restaurant

Incorrectly failed: Order was failed before Proof of Arrival (Promised)+60 Minutes AND/OR driver was not at the restaurant upon failing



  • Check the time the order was failed under the “Order logs” in the “general Info Tab of the Order”

E.g Order was failed by the driver at 18:57:12

  • Compare the time order was failed to the Proof of Arrival (promised) under the “Tracking Tab”


E.g Proof of Arrival (promised): 18:24:03


  • Calculate if order was failed at Proof of Arrival (Promised)+60 minute or more
    • Failed Order Collection Time- Proof of Collection(promised)= Restaurant Delay Time
    • 18:57:12 - 18:24:03= 33 minute delay
    • Order was failed incorrectly 33 minutes after promised collection

NB* if the order was failed less than Proof of Arrival (Promised)+60 minute log a driver complaint , if the order was failed 60 minutes or more after promised collection check mapping


  • Check if the driver was at the restaurant when failing the order under “Maps”
  • The order failure icon will always be a white dot with a yellow dot inside


Log a driver Complaint  Escalate to RS for Recovery
  • Order Failed by branch without escalated note OS
  • Order Failed by branch at less that Proof of Arrival (Promised)+60 minute
  • Order failed by driver not at the restaurant
  • Driver was not at the restaurant GPS at all times after arrival. 
  • Order Failed by branch with escalated note left on Branch Dashboard

AND

  • Order Failed by branch at  Proof of Arrival (Promised)+60 minute or more 

AND 

  • Order failed by driver at the restaurant

AND

  • Driver was at the restaurant at all times


Summary of Process for Failed Collections: Restaurant Delays

 

Appendix 4 - Missing Items Complaint Amount

 

Appendix 5 - System Generated Duplicate Orders

 

Scenarios

  • Customer calls to cancel order because it is a duplicate 
  • Customer is refusing order because it is a duplicate 
  • Order is a failed delivery due to it been a duplicate order
  • Customer is complaining that they were charged incorrectly due to the order been duplicated 

 

Definition of a duplicate 

 

A duplicate order can be defined as an order that

 

  • Same Restaurant 
  • Same Order Value 
  • Same Day
  • Order placed within 5 minutes
E.G 1)
E.G 2)
E.G 3)

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