Monitoring Pet and Gift Shops

Scenario 1: If an ordered item is restaurant auto rejected. 

Scenario 2: If an ordered item is rejected because it is out of stock and a store has a suitable substitute.

Scenario 3: If an ordered item is rejected because it is out of stock and a store has a suitable substitute.

Dashboards

RS will be able to monitor the order occurrence of the Shops Vertical (Pets and Gift Shops) using the dashboards below.

1.	Login to Looker https://takealot.cloud.looker.com/ - WIP Pet Care & Gifting Missed | Rejected Worst Offenders

Auto Rejected Order (Missed Orders)

When a customer has successfully placed an order, the restaurant receives the order but fails to accept the order within the 3 minutes allocated on the device. This order will appear on the dashboard.

1.	Open Dashboard Ops: Shops Vertical Missed and Rejected Orders https://takealot.cloud.looker.com/dashboards/255?Primary+Food+Tag=Gift+Shops%2CPet+Care
2.	Call Store If a store appears on the list: Contact the store and advise them that missing orders will make customers lose confidence in the partner which will result in customers not ordering again. It’s important that they monitor the device, ensure the volume setting is on loud and accept each order. Also ask the store if they have the ordered item.
3.	Call Customer  *Only call the customer if the shop Has the ordered item Apologize to the customer for the OOS item, and inform them that their wallet has been automatically refunded Inform the customer that you spoke to the shop and they indicated that the following substitutes are available  Inform the customer that they can place an order for the above substitutes on the app and use their wallet refund
4.	Complete Zendesk Ticket Index Zendesk ticket as follows Form: Mr D Food:: Store Query Type of Order: Shops (DFD) Query type:: Mr D Food**: Order Issue>> Restaurant Rejected> Auto Rejected Order Leave notes on Zendesk detailing the conversation had with the shop Submit ticket as solved Leave notes on Zendesk detailing the conversation had with the shop & customer (Called the store to advise on keeping the device online, also called customers to ask them to order again as the store is now accepting.) Submit ticket as solved

Rejected Order

1.	Open Dashboard Ops: Shops Vertical Missed and Rejected Orders https://takealot.cloud.looker.com/dashboards/255?Primary+Food+Tag=Gift+Shops%2CPet+Care
2.	Call Restaurant: Call the restaurant using Zendesk to enquire about the following:  Which item is out of stock? Or which item is no longer on the menu When will the item be restocked again?  Advise the restaurant that we will hide the item from their menu Ask the shop if there are any alternatives that have a similar quality and price as the OOS items that are in stock? As you would like to offer this to the customer.
3.	If there is a substitute: Call Customer  *Only call the customer if the shop offered a substitute Apologize to the customer for the OOS item, and inform them that their wallet has been automatically refunded Inform the customer that you spoke to the shop and they indicated that the following substitutes are available  Inform the customer that they can place an order for the above substitutes on the app and use their wallet refund Complete Zendesk Ticket Index Zendesk ticket as follows Form: Mr D Food:: Store Query Type of Order: Shops (DFD) Query type:: Mr D Food**: Order Issue>>Store can substitute Leave notes on Zendesk detailing the conversation had with the shop & customer (Called the store to hide unavailable item, also called the customer to offer substitution as the item ordered was OOS.) Submit ticket as solved
4.	If there is no substitute: Complete Zendesk Ticket Index Zendesk ticket as follows Form: Mr D Food:: Store Query Type of Order: Shops (DFD) Query type:: Mr D Food**: Order Issue>> Restaurant Rejected> Items out of stock Leave notes on Zendesk detailing the conversation had with the shop (Called store to hide unavailable item) Submit as solved