Overview

This document outlines the process to be followed by customer service agents and marketing when adding a customers email address marketing exclusion list at the request of the customer.

General Definition

Mr D Food and Takealot Group customers receive promotional emails from the business. When a customer does not want to receive the Mr D Food emails anymore they will request CS to unsubscribe and remove them from the mailing list. CS must ensure that all requests are escalated to Marketing to ensure that the customers email address is added to an exclusion list this ensures the customer does not receive any more promotional emails.

1. POPI Customer Verification

When inbound contact is made by a customer related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.
All security vetting questions related to inbound and outbound customer contacts can be found in the POPI FOOD CS SOP

Unsubscribe Process

1. Receive Request to Remove Details (CS)

Customer will contact CS via email or call in to request removal from the mailing list or state that they do not want to receive any promotions or emails from Mr D Food

2. Review Removal Request (CS)

Below are the three different ways a CS can receive a customers can request unsubscribed from mailing lists:

General Unsubscription request

A customer will request to be removed from Mr D Food emails via a call or a general email that does not contain any Mr D Food marketing emails
After receiving request move to step 3 “Request Unsubscribe from Marketing”

Mr D Food Customer Marketing Email Type 1

Customer has requested removal from mailing list and has included the marketing email in request
Scroll to the bottom of the marketing email sent by the customer. You will see the text “this email was sent by Mr D Food”. This emails are sent to customers of Mr D Food

Place your cursor over the unsubscribe word and click, this will unsubscribe the customer and take you to the page below. This will indicate you have successfully unsubscribed the customer

Move on to “Request Unsubscribe from Marketing” step

Mr D Food Marketing Email (not a Mr D Food Customer) Email Type 2

Customer has requested removal from mailing list and has included the marketing email in request
Scroll to the bottom of the marketing email sent by the customer. You will see the text “You received this email from Mr Delivery (Pty) a 100% subsidiary of Takealot Online (Pty) Ltd. You received this mail because you are a customer of Superbalist.com/Takealot”. This emails are sent to customers of Mr D Food

Select the “unsubscribe from this list” link, this navigates you to the below page
Select the reason for unsubscription
Select Submit
Move on to “Request Unsubscribe from Marketing” step

3. Request Unsubscribe from Marketing (CS)

Apply Macro: Mr D Food Marketing Unsubscribe Request
Index Ticket As Follows:
- Form: Mr D Food Service Request
- Service Request Type*: Unsubscribe Email
- Mr D Food order number/DFD Number*: NA
- Ticket Origin:Mr D Food: Select relevant option’
Submit as “Open”

4. Add Customer to Exclusion List (Marketing)

Receive an open ticket from CS requesting removal of customer email address
Marketing will add customers email address to the exclusion list
Leave an an internal note on the ticket indicating that the customer has been unsubscribed

5.Send Customer Unsubscribe Confirmation (Marketing)

Apply the “Mr D Food: Marketing Unsubscribe Confirmation” macro
Submit as Closed

Unsubscribe Customer SOP V1.2