Cash Order Rules SOP V1.1

Overview 

The objective of the SOP is to provide an understanding of the cash rules that Mr D has in place for customers and to provide a guideline on how to resolve inbound contacts from customers who have been affected by the cash rules.

Focus Areas

• 1. What are the cash order rules
  • 1.1 FTB Cash Orders in Transit:
  • 1.2 FTB Cash Failed Delivery
  • 1.3 Velocity Rule
• 2. Process for Resolving Customer Queries
  • 2.1 FTB Cash Orders in Transit Rule
  • 2.2 FTB Cash Failed Delivery & Velocity Rules
• 3. How to Check if COD is Disabled for a Hub 

1. What are the cash order rules

There are 3 cash order rules in place namely the FTB cash orders in transit, FTB failed delivery rule and the Velocity 5 rule.Below are the definitions of each of these cash rules and how they impact the customer.

Note*

A FTB is a customer who is placing their first restaurant accepted order.

1.1 FTB Cash Orders in Transit:

• A FTB customer cannot place more than 1 cash order on Mr D before their first order has reached a final status.
• The Customer may place a second prepaid (non cash) order while their cash order has not reached a final status.
  

1.2 FTB Cash Failed Delivery

• If a FTB customer has their first order as a failed delivery they will NOT be able to place their second order using cash as a payment method.
• The customer will only be able to place their second order using prepaid payment methods e.g Credit,EFT,Ebucks

1.3 Velocity Rule

• This rule applies to all cash customers who have had 1 or more restaurant accepted orders. 
  • Note: Groceries on Mr D does not accept cash as a payment method.
• IF the customer places a cash order that results in a failed delivery the customer will NOT be able to use cash as a payment method for their next order.

The customer will have to use a prepaid payment methods next order, the next order must be successfully delivered for cash to be available as a payment option again

2. Process for Resolving Customer Queries 

2.1 FTB Cash Orders in Transit Rule

2.2 FTB Cash Failed Delivery & Velocity 5 Rules

3. How to Check if COD is Disabled for a Hub

1	Open the “HUB Cash Check” sheet Press CTRL and  F on your keyboard Search for the HUB code  If the HUB is on the sheet that means that the customer is unable to place the cash order due to cash been disabled temporarily for the hub