PnP Groceries TDT Escalations

Overview 

The objective of this document is to provide a guide to agents on what escalation scenarios will arise from TDT specific to PnP groceries and what process to follow when resolving the issue.

Note: All other escalation scenarios are governed by the Tiles SOP. This document only provides for escalations that are specific to PnP groceries

1. PnP Escalation Scenarios

#	Scenario Description	Branch Escalation?	OS Agent Action
1	Incorrect Vehicle Type- Number of parcels exceeds capacity of bike (more than 3 parcels) and the hub only has bikes available. A hub will have only bikes available if it is an e-bike hub or if a car driver is not shifted at the time of the order in all other hubs. *e-bike polygons have the hub code format B2R P2T P3E *CNM is the only ebike hub that doesn’t have the hub code format as above	Yes	OS Agent Response on P2P: Please could you assign a second bike driver ASAP to the order and ensure there are two drivers to collect the order or assign ASAP a driver with a vehicle. If the branch queries payment Advise the branch to bill Mr D for both bike drivers sent to collect the order. Agent Action: 1. Contact customer  Call the customer and inform them that there is a delay in the collection leg and there is a possibility of two drivers delivering their order to them. OR Email Customer to inform them of the delay on their order 2. Compensate the Customer IF:  Delivered Late: A complaint is received, follow Groceries Driver Complaints SOP  Failed collection: Compensate the customer using the failed collection compensation guide Canceled: If the customer requests to cancel the order due to unacceptable delay and POD + 15 minutes has elapsed. Use failed collection compensation guide. 3. Do not log a driver complaint for incorrectly assigned vehicle type