Grocery Classifications Glossary V1

1. Exception Reasons 

The table below outlines the various exception reasons on admin and explains the use cases for each of the reason types. 

Tier 1	Tier 2	Tier 3
Product Quality And Accuracy Issue	Missing Item	Main Product  Substitute Product
	Not What I Ordered	Incorrect Brand  Incorrect Flavour/Variation  Incorrect Size  Incorrect Order (Some Parcels0 Main Product  Substitute Product
	Incorrect Pricing Or Calculation
	I’ve Changed My Mind
	Item Damaged or Quality Issue	Smells or Tastes Bad  Poor Packaging or Broken Seal  Tough, Dry or Burnt Bruised Fruit  Ingredients Wrong or Unmixed  Expired - Sell by Date  Unusual Colour  Squashed Product  Mouldy, Wrotten, Stale or Corked  Food Poisoning  Foregin Object  Defrosted Item  Spilled  Other  Out of Box Failure
	Other
Delivery Quality And Accuracy Issue	My Order is Taking Longer Than Expected	Driver Delay in Assignment  Driver Delay in Delivery  Store Delay in Picking
	My Order Was Late	Driver Delay in Assignment  Driver Delay in Delivery  Store Delay in Picking
	Marked Delivered But Not Received	Order Delivered  Order not Delivered
	Incorrect Order Delivered to Customer	Incorrect Order (All Parcels)
	Address Issue	Incorrect Address Pin Correct Address Pin Driver Lost  Change to address Pin  No Access to Location  No vehicle or Personal Identification
	Driver Behaviour	Driver Rude/Unprofessional  Asking for Tip Uniform  Other
	Driver Dropped Or Damaged my Parcel
System Issue	Order Stuck in a Non-Final State	Failed Delivery Injection  Failed Store Injection  Mr D Food App Issue  Store Picking Device
	Other System Issue
Other	Coupon Replacement
	Other	Order Not Returned  Customer Incorrectly Placed Order  Customer Not Present

2. General Grocery Terms 

The table below outlines the various Grocery terms that are used across all SOP’s and classifications.

Term	Explanation
GROC	This is the Grocery order number ( Originally known as DFD )
Store	This is the actual PnP store
Order Total	This is the total amount that the order value amounts to
Basket	This is all the items that the Customer has added to their order ( Originally known as a cart )
Item	This is a singular product that the Customer has order
Parcel	This is the Customers items that are packaged within a Parcel ( Also considered as a bag )
Original Basket Total	This is the amount that the Customer ‘originally’ had to pay before any substitutions were made
Final Basket Total	This is the final amount that the Customers Basket comes to
Full Basket Refund	This is a refund off all of the items within the Customers Basket
Final Alternative Credit	This is the Credit that is refunded back to the Customers Credit Wallet if a substitution was taken instead of the Customers original choice
Refundable Amount	This is the maximum amount that the Customer can be refunded
I’ve Changed My Mind	This is when the Driver Delivers the parcel/s to the Customer but the Customer rejects it due to a change of mind
Out of Box Failures	This is when the Customer orders an item that does not function or work correctly once the Customer uses it

3. Order Statuses

The below table outlines the different order statuses and what each order status means. 

Order Review	The Customer is in the process of selecting the items they want to order
Continue to payment	The Customer is at the point where they need to go to the payment option of the order journey
Processing Payment	The Customer has paid and the payment is busy going through
Awaiting Feedback	The system is waiting on confirmation that funds were received from the Customer
Failed Store Injection	The order did not get sent through to the Store
Store Auto Rejected	The Store took too long to accept the order and it resulted in a rejected order
Picking Instruction Received	The Funds have been received and the PnP staff received the instruction to begin picking
Picking in Progress	The PnP staff are in the process of picking the Customers order
Picking Failed	The picking process was unable to be fulfilled
Delivery Instruction Received	The Branch receives a trigger for a driver to drive to the Store in order to collect the parcel/s
Failed Delivery Injection	TDT did not get the notification for a driver to be dispatched in order for the order to be collected and delivered
En Route to Collection	The Driver is on his way to collect the Customers parcel/s
At Store	The Driver is currently at the Store to collect the parcel/s
En Route to Delivery	The driver is on his way to deliver the Customer parcel/s
Nearby	The Driver is 500m away from the Customers location
Doorbell	The Driver is outside of the Customer address
Delivered	The order has been delivered to the Customer