Menu Updates SOP 2.0

Overview

This process document outlines when we should hide menu items, the steps that should be taken to hide or unhide restaurant menu sections and when menu issues and updates should be escalated to the Menu Team.

The focus areas of this document are:

• NB for Completing Menu Changes
• 1. Restaurant calls in for Menu Update
• 2. Description of Classifications
• 3. Sold out vs Hidden Menu Changes
  • 3.1 Process  for making menu items hidden and sold out 
  • 3.2 Process for making menu hidden and sold out items available 
• 4. Escalations to the Menu Team
• 5. Menu Updates for Live Orders

• 6. Restaurant Self Service Portal: Promotions

POPI Restaurant Verification

• When outbound contact is made to a Restaurant related to resolving the below menu updates related to orders ,agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound restaurants contacts can be found in the POPI FOOD CS SOP

NB for  Completing Menu Changes

1	Always walk the restaurant through the steps to mark items out of stock on their device and classify your the call tickets in line with the Device Management SOP
2	Only mark the items as hidden on MP if:  Restaurant says they do not sell the item anymore and this has to be escalated to the Menu team There is an issue with the menu and this has to be escalated to the menu team Restaurant wants a whole section to be hidden NB* When items are hidden restaurant cannot make the items available on the restaurant device
3	Always mark Items as Sold out instead of hidden unless the above parameters are met NB* When items are marked as sold out the Restaurant is able to make item available using the restaurant device
4	All menu change request information MUST documented as an internal note on  the Zendesk and Admin unless restaurant has marked items as sold out through their device after receiving training
5	All menu updates on live orders need to be documented on Admin and Zendesk. What was OOS, action taken
6	On All menu updates on live orders agents must leave a note on Branch Dashboard .To ensure the branch is aware of any changes on the order. Note must be in the below format: "Restaurant has informed us that xxxxx is out of stock, the customer has agreed to a substitution of xxxxx” Restaurant has informed us that xxxxx is out of stock,the customer informed and agreed to proceed with delivery" Restaurant has informed us that xxxxx is out of stock,order has been canceled the order"
7	If the restaurant calls in regarding a substitution for a live order AND the customer does not answer the call an agent must cancel the order if:  NB* When the order is canceled or the order proceeds with missing items the agent needs to compensate and email the customer with the notification of the cancellation or missing items and provide a refund for the items out of stock NB* Only select the substitute if the OOS item is a cold drink/soda(not including milkshakes/smoothies/krushers etc). If the OOS item is not a cold drink then the order should proceed without that item.

 

1. Restaurant calls in for Menu Update

1	Receive call Agent will receive a call from the restaurant indicating that there are items out of stock and have to be hidden. Or Agent will receive a call from the restaurant indicating that a menu item needs to be made available again (un hidden)
2	Complete Zendesk Ticket Apply the “Menu Updates” macro to the internal notes section on Zendesk Paste the Zendesk Ticket Number (only for Live Orders) List the menu items hidden or unhidden List the substitutions offered by the restaurant (Live Order) Detail the resolution reached with the customer Standard for completing Item Unavailable & Substitution Provided section Quantity x Item (1 x Chicken) /ingredient (1 x Avocado),
3	Complete Customer, Restaurant Resolution and Internal Comments For all live orders complete the customer and restaurant resolution section Leave a note on branch dashboard stating one of the below: "Restaurant has informed us that xxxxx is out of stock, the customer has agreed to a substitution of xxxxx” Restaurant has informed us that xxxxx is out of stock,the customer is informed and agreed to proceed with delivery" Restaurant has informed us that xxxxx is out of stock,order has been canceled" Ensure a Zendesk recuperation ticket is sent  Copy and Paste your Zendesk Internal Note into the Internal Comments section on Admin
4	Inform Customer of resolution (Decision made by agent) Create new ticket Apply the following macro based on the resolution  Form: Store Query Form Restaurant Query Type Mr D **: Order Issues> Customer Feedback OOS Issue Save ticket as solved

 

2. Description of Classifications

	Ticket Classification	Description
Brand	Mr D Food
Form Name	MR D Food :: Restaurant Query:
Tag
Restaurant ID*	Insert Restaurant ID
Out Of Stock Type:: Mr F Food*	OOS::General Menu Change -No Order	Use reason when the restaurant has called to inform you of OOS that is not related to a live order.
	Order issues :: Confirmation of Live Order - Store Can Substitute	Restaurant calls to inform you of OOS on live orders and they want you to call the customer to offer a substitute
	Order issues :: Confirmation of Live Order - Store Unable to Substitute	Restaurant has called you to inform you of OOS on a live order but they do not have any items to substitute but you have to call the customer
Mr D Food order number / DFD Number*		Place NA if the OOS call is not related to a out of stock item for a live order Insert the DFD number if the OOS call is regarding a live order
Customer Contacted?*	Customer Answered	Selec if customer answered call
	No Answer by Customer	Select if customer did not  answer call
	Not Applicable	Select if the OOS change is not related to a live order
Resolution*	Substitute Accepted by Customer	Select if substitute was offered by restaurant and accepted by customer
	Customer Rejected Substitute/Not Offered (Proceed with delivery)	Select if substituted offered by by restaurant but rejected by customer but decided to continue with delivery *RS agent must complete the customer and restaurant resolution
	Customer Rejected Substitute/ Not Offered (Cancel Order)	Customer opts to cancel the order due to missing items  *RS agent must complete the customer and restaurant resolution
	Substitute chosen by Agent	Unable get hold of the customer but selected an alternative drink
Ticket Origin :: Mr D Food*		Select relevant ticket origin
Critical Escalation?

 

3. Description Hiding Menu vs Removing Menu

Marking Items as Sold Out: The menu item or variant will be temporarily unavailable on the app until the restaurant replenishes its stock. The customer will still be able to see the menu item when ordering on the app

When to Mark items as Hidden

• Restaurant is temporarily out of stock

Marking items as Hidden: The menu section,item or variant will be temporarily removed from the app until requested to be made available again. The customer will not be able to see the hidden section,item or variant on the app when ordering.

When to Mark items as Hidden and Escalate to Menu Team

• Restaurant no longer sells menu item
• Pricing error on Menu
• Issue with menu description

Hiding/Removing Menu Update Diagram

 

4. Process  for making menu items hidden and sold out

 

1	Navigate to Restaurants Page Select the restaurant icon on the left Select the ‘All’ tab on the page Type the restaurant name or ID into the search box and search Select the ‘Menu Edit’ icon to navigate to the restaurant’s menu Select the ‘Edit Menu’ tab if you are hiding item Select the ‘Preview Menu’ tab if you are unhiding items
2	Understanding Menu Page Search box were you can search for specific menu items, variants and sections Menu Section: Menu category containing menu items. Sections can only be marked as hidden Menu Items: Menu items and variants. Can be marked as sold out and hidden Menu Item options & extras: side dishes that go with main menu items. Types of options and extras: Can be marked as sold out or hidden
3	Mark Items As Sold Out Selecting “always sold out” will mark the items as sold out indefinitely Selecting “sold out until” will make the items visible to the customer on the app but sold out until the date selected After selecting “Always sold out” or “sold out until” select the mark as sold out button NB* When items are marked as sold out the Restaurant is able to make item available using the restaurant device
4	Mark item as Hidden NB* only mark items as hidden: Restaurant says they do not sell the item anymore and this has to be escalated to the Menu team There is an issue with the menu and this has to be escalated to the menu team Restaurant wants a whole section to be hidden Selecting “always hidden” will mark the items as sold out indefinitely and menu item will not be visible to the customer Selecting “hidden until”  will mark the items as sold out until the selected date and menu item will not be visible to the customer After selecting “Always sold out” or “sold out until” select the mark as sold out button *NB When items are hidden restaurant cannot make the items available using restaurant device

4.1 Unhiding Menu Items

1

Open Marketplace

2

Navigate to Restaurants Page Select the restaurant icon on the left Select the ‘All’ tab on the page Type the restaurant name or ID into the search box and search Select the ‘Menu Edit’ icon to navigate to the restaurant’s menu Select the ‘Preview Menu’ tab if you are unhiding items Select ‘Show only Hidden’ icon to filter menu to see only hidden items Search for the item/items that the restaurant has requested to be unhidden A hidden menu section is occurs when multiple menu items, variants and add-ons are unavailable because the entire section has been hidden. A hidden menu item is occurs when one or more items in a restaurant’s menu section is unavailable because the item is hidden. A hidden menu variant is when a menu item is visible however one or many options within that item are hidden. After selecting the hidden item the below pop up will appear Select the ‘Visible on Menu’ option to unhide the section and choose the ‘indefinitely’ option  Note: Only select the visible until option if the menu item is on promotion for specific period. Input the date until which the section should be visible until.

 

5. Escalation to the Menu Team

- Link for the Escalations to Menu Team process: 

• Article - Escalations to the Menu Team 

6. Menu Updates for Live Orders

Scenario: RS receives a call from restaurant that items are OOS for COD order

1	Inform Restaurant Inform the restaurant that if the customer accepts you are going to place the same order excluding items OOS. Restaurant must not remake menu items for the replacement order
2	Leave note on branch dashboard Leave note on branch dashboard stating “ [Insert items/items OOS] out of stock, standby for feedback”
3	Call Customer Call customer, inform them of the OOS items and that you want to replace the order for them without the missing items and confirm if the delivery can continue without the OOS items 3.1 Customer  accepts replacement order without OOS items Replace Order Inform branch via note stating “instruct the driver to fail original order [Insert original order number], OS will replace order for customer” 3.2 Customer  rejects replacement order and wants order to be delivered without OOS items If the customer pushes back and is insistent that they don't want a replacement, want the driver to collect and deliver the order without the OOS items First offer the customer a coupon to the value of the missing OOS items and request they pay the driver the full amount for the COD order if the customer accepts Inform branch via note stating "Driver must collect full COD amount, customer given a coupon for OOS" If the customer rejects the coupon and does not want to pay full amount then inform them that a cash up adjustment will be made  Inform branch via note stating “ Driver must collect order, cash up adjustment will be made” Escalate to OS requesting cash up adjustment to be made  3.3 Customer rejects replacement order and does not want delivery to continue with order without OOS items Inform branch via note stating “  instruct the driver to fail original order [Insert original order number] customer does not want to proceed with delivery”
4	Hide Menu Items Ensure menu items are hidden and leave notes on admin

6. Restaurant Self Service Portal: Promotions

Meal Deal

• A restaurant has the ability to set price discounts on different menu items. Restaurants can only update the discount on menu items on their Restaurant Self Service Portal (RSSP).

Buy One Get One Free

• A restaurant has the ability to set a  buy one get one free promotion on menu items. Restaurants can only update their promotions on their RSSP portal.Restaurants can only update the promotions on menu items on their RSSP portal.

Restaurant has an issue with Menu or Pricing on Order

1	Check if there are promotions Ask the restaurant to provide you an order id where they have an issue with the pricing and or menu.Open the order on admin. Check if there is a “Meal Deal” section under the “Order Details” tab Order has a “Meal Deal” Promotion Inform the restaurant that there is a promotion on their menu which was set by the individual managing the RSSP Inform restaurant that you cannot change the promotion as this needs to changed by the individual managing the restaurants RSSP account Only escalate to Menu Team if the original price or the menu of needs to be updated on a promotion Order doesn't have  a “Meal Deal” Promotion Escalate to the menu team to inform them of the incorrect pricing or menu items
2	Hide Menu Item Only hide items if  Price update is required Menu has to be updated Menu items OOS Restaurant requests hiding due to inability to change/update promotion on RSSP
3	Escalation to Menu Team  When to escalate to Menu Team Pricing on a menu item is incorrect with or without the “Meal Deal” promotion. i.e Incorrect pricing will still remain if the restaurant changes promotion on RSSP Restaurant says the menu item is incorrect  Create a new Zendesk Call Ticket  Apply the macro menu escalation - general (listing error/pricing error on menu) Detail what the issue regarding the promotion on the macro Complete Ticket Indexing Form: MR D Food:: Restaurant Query Restaurant ID*:: Restaurant Query Type:: Mr D Food**> Change Request to Menu Data Team Ticket Origin: Mr D Food CC the Account manager in your ticket
4	Submit ticket  as “Open”

* NB only escalate to the AM if the restaurant requires access or guidance to RSSP. Use the Escalations to AM SOP (link)