Relogging Incorrectly Logged Driver Complaints SOP V.1

This process document outlines the procedure to be followed by customer service agents (team leads, 2IC’s) when relogging incorrectly logged driver complaints. The objective of the agent is to ensure the tickets are relogged correctly the second time around.

Key areas covered of the SOP:

1. Definition of Incorrectly Logged Driver Complaints
2. Relogging Process

1. Definition of Incorrectly Logged Driver Complaints

These are driver complaints logged by CS and are closed off as not to be billed by TDT due to the below reasons:

• Left side panel form incomplete
• Inconsistent with the macro
• Incorrect hub
• Incorrect amount
• Incorrect order number
• Incorrect description
• Not logged as a new ticket
• Wrong complaint box

The purpose of relogging the complaint is to ensure that the 0% error in the complaint and reduce the food loss from incorrectly logged driver complaints.

2. Relogging Process

1.	Receive Incorrectly Logged Report All CS leadership will receive a daily email at 6pm named “Food:: Daily Complaints closed as incorrectly logged”  2IC’s have 24 hours from the release of Daily Complaints closed as Incorrectly Logged to ensure all the complaints are relogged
2.	Re-assign Tickets to Agents 2IC or TL  must reassign the incorrectly logged tickets to the agents who made the error. The ticket status upon reassignment must be “Open” Note: It is important for the TL to ensure that the agents relog the complaint with 100% accuracy.
3.	Relog Complaint Create a new ticket to relogged the incorrectly logged ticket.  On the left panel on Zendesk the agent must select “Relogged” under Is this ticket a Relogged Driver Complaints?  All errors on the ticket must be corrected (listed errors and unlisted one) All other driver complaints processes to be followed Submit ticket as “Open”
4.	Check Relogged Complaints At 13:00 pm of each day the 2IC is responsible for checking that all the complaints that needed to be logged are relogged If there are complaints that have not been re-logged it is the 2IC duty to relogg the complaints or ensure that the agents allocated to the complaints have logged them within the 24hour period