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Financial Recovery From Restaurants Process V3.0

TAKEALOT

Overview

This document outlines under what circumstances we will withhold payment to restaurant partners due to errors or service failures on their part. Furthermore, it provides a detailed process on how these financial recoveries must be actioned by agents in the Mr. D Food Restaurant Support and Order Success team.

The process document focuses on the following areas:

  • Take Notes 
  • Recovery for Order Status: Delivered
  • Recovery for Order Status: Failed Collection
  • Recovery  for Order Status: Cancelled
  • Recovery for Order Status: FDI
  • Recovery for Order Status: Failed Delivery 
  • Recovery for Order Status: All Other Statuses
  • Zendesk Flows 
  • Restaurant Disputes
  • Internal Disputes
  • TL Managing Disputes

Take Note

1

An email should be sent via Zendesk whenever the store will not be paid the full food value
2

NEVER copy and paste the customers complaint into the details of email, this should be your own words and in summarised sentence/s
3

Do not use a R or a comma when entering the amounts on the zendesk form
4

Do not refer to the compensation given to the customer in your description
5

We do not send these emails to KFC,Food Lovers Market And  Pizza HUT

NB* Nandos is now a billable restaurant. Emails must be sent to Nandos
6

Recover all amounts including R30 or less for all Missing items 
7

POPI Restaurant Verification

  • When inbound contact is made by a restaurant 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
8

When sending partial or no payment notifications to designated Nandos stores agents must send the email to the area manager and CC the billing contact for Nando’s

  • Nandos stores where this rule applies will have a area manager email address on the Marketplace

NB* this rule only applies to Nandos restaurants with area managers in their contact details on Marketplace

 
9

Whenever sending a notification of Partial or Non Payment to any of the Bin Rashied Stores, be sure to CC in the Account manager - rhonda.adams@takealot.com
10

When there is an error in compensation from CS, recoup based on the guidelines as per the SOP regardless of the compensation error.
11

Secondary Issue Type and Affected Items are mandatory fields to be completed and applicable only when the Issue Type is one of the following:

  • Food Quality
  • Incorrectly Prepared
  • Missing Extra
  • Missing Items 
  • NWIO
  • Out of Stock
12

Ticket Classification Sections - Affected Item

If there is more than 1 affected item, list all (missing/incorrect) items and separate each item with a comma

 (e.g 1 x Wings 400g, 1 x Taino Pizza, 1 x Fries 300g)
13

Before recouping for restaurant errors (excluding failed collections), check the customer’s profile to ensure that they are not a compensation abuser. If the customer is an abuser, the store should be paid in full.

 

 

Order Status Delivered: 

2.1 Missing Items

Link to Decision Trees

 

Issue Type

Secondary Situation

Further Investigation

Actions

CS Escalation Zendesk Macro Name 

&

RS Recovery Zendesk Macro Name 

 

Missing Main Item
  • Sealed bag
  • Prepacked
  • Large Order

AND the missing item is a Main item

Based on the Branch Dashboard POC image taken by the Driver, the order was sealed.


Definition of Sealed: Sealed with a tag/tape/sticker ; paper bag is stapled; plastic bag is tied, order is packed in a plastic bag ; paper bag is folded over. 


In this case, the driver will take an image to show that it is sealed and/or take an image from above (prepacked).  


** See Complaints/Compensation SOP for examples


If Not sealed - Driver Complaint to be logged. 

Attach the collection image AND any other image sent by the customer

 

Amount to recoup from the restaurant

 

Price available

Recoup the value of the missing item/s only. 

 

Price Not Available

Recoup to the value of meal or recoup to the value of the compensation given to the customer

 

Information Required for Partial Payments:

 

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

 

Information Required for No Payments:

 

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue:

RS Only

Mr D Food> Restaurant Errors Recovery> Delivered>Missing Items> Partial Payment

Or

Mr D Food> Restaurant Errors Recovery> Delivered>Missing Items> No Payment

Missing Add-On 

  

The missing item is an add-on that the Customer has requested in addition to their specific meal - The Add-on is paid for

 

E.g) 

  • Extra avo on pizza
  • Extra bacon on a burger 
  • Extra cheese on a pizza

Images would be required for Missing Add - Ons to hold the Restaurant liable 

 

Amount to recoup from the Restaurant 

 

Price available 

Recoup the value of the missing add-on price only - recoup to the value of the price portrayed on Admin.

*Price will always be available for missing - add ons 

Information Required for Partial Payments:

 

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

RS Only

Mr D Food> Restaurant Errors Recovery> Delivered>Missing Items> Partial Payment

Missing Side Item 

 
  • The missing item is a side item, excluding Drinks, 
  • This is still regarded as a Blatant error as the driver can only check for Main Items and there is no way the driver could have checked to see if the item was included in the order.

For Example: 

 

  • Missing chips,pap,salad or Toys that is part of the main meal listed in the order detail

Attach the collection image AND any other image sent by the customer

 

Amount to recoup from the restaurant

 

Price available

Recoup the value of the missing side item/s only. 

 

Price Not Available

R25 per missing side 

R10 per missing roll

 

Information Required for Partial Payments:

 

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

 

Information Required for No Payments:

 

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue:

RS Only

Mr D Food> Restaurant Errors Recovery> Delivered>Missing Items> Partial Payment

Or

Mr D Food> Restaurant Errors Recovery> Delivered>Missing Items> No Payment

Missing Sauces

 
  • The missing item is a sauce that comes with the customers meal or an add-on sauce.
  • This is still regarded as a Blatant error as the driver can only check for Main Items and there is no way the driver could have checked to see if the item was included in the order.

For Example: 
  • Soy, wasabi, wing sauce, lemon butter sauce, churro sauce

Attach the collection image AND any other image sent by the customer

 

Amount to recoup from the restaurant

 

Price available

Recoup the value of the missing sauce item/s only. 

 

Price Not Available

R15 per missing sauce

 

Information Required for Partial Payments:

 

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

 

Information Required for No Payments:

 

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue:

 

RS Only

Mr D Food> Restaurant Errors Recovery> Delivered>Missing Items> Partial Payment

Or

Mr D Food> Restaurant Errors Recovery> Delivered>Missing Items> No Payment

Partial items are Out of Stock (OOS)

 
  • The store had some items temporarily out of stock, but the order was still collected.

  • Communication was received from the Store via an RS/OS Agent. 

RS/OS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S)

Attach the collection image AND any other image sent by the customer

 

Amount to recoup from the restaurant

 

Price available

Recoup the value of the OOS item/s only. 

 

Price Not Available

Recoup using guideline for missing main,side,sauce

 

Information Required for Partial Payments:

 

  1. Restaurant Name:
  2. Staff Member Name:
  3. Order Number:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Mr D Food> Restaurant Errors Recovery> Delivered>Missing Items> Partial OOS (Restaurant Called Us)

 

2.2 Not What I Ordered

Link to Decision Trees

 

Not What I Ordered

Secondary Situation

Further Investigation

Actions

Zendesk Macro Name 
 

Missing or incorrect ingredients and or  add-ons to main meal 

Orders where customers were missing an ingredient that was part of the main meal or an add on that was paid for.


E.g 

  • Avo on Pizza 
  • Missing tomato on burger
  • Missing cheese on burger
  • Missing Extra or add on bacon, chili, rocket 

This is seen as a Blatant error and requires the image(s) to be attached.


Price available

Recoup the value of the main item/s only. 


Price Not Available

Recoup to the value of CS compensation


Information Required for Partial Payments:


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Information Required for No Payments:


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue:

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> Partial Payment

 

Or

 

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> No Payment
  Incorrect meal or item/s - Customer accepts the meal

Orders where the customer received item/s that are not listed or incorrectly prepared as per the order detail on admin and the customer did not accept a substitute prior to delivery


E.g.

- Ordered Chicken burger received a beef burger

- Ordered grilled received fried

- Ordered Pizza received pasta

- Ordered medium steak/lamb received rare preparation choices

- Cut or uncut chicken pieces

- Exclusionary notes not followed and visible on admin

- No garlic, no mushrooms, no onions, no cheese, no tomatoes, no garnish etc

- Different slip from what they ordered but slip is from the same restaurant

This is seen as a Blatant error and requires the image(s) to be attached.


Price available

Recoup the value of the affected items 


Price Not Available

Recoup to the value of CS compensation


Information Required for Partial Payments:


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Information Required for No Payments:


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue:

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> Partial Payment

 

Or

 

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> No Payment
 

Incorrect Sides: Accompany the main meal

Orders where the customer received item/s that are not listed or incorrectly prepared as per the order detail on admin and the customer did not accept a substitute prior to delivery


E.g.

-Chips, noodles, rice, pap, rolls, salads, Hot veg, Toys

This is seen as a Blatant error and requires the image(s) to be attached.

 

Price available

Recoup the value of the side item/s only. 


Price Not Available

  • R25 per side 
  • R10 per roll

Information Required for Partial Payments:


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Information Required for No Payments:


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> Partial Payment

 

Or

 

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> No Payment
 

Incorrect Sides :Sauce that comes with the meal

Orders where the customer received item/s that are not listed or incorrectly prepared as per the order detail on admin and the customer did not accept a substitute prior to delivery


E.g.

- wing sauce, lemon butter sauce, churro sauce

This is seen as a Blatant error and requires the image(s) to be attached.


Price available

Recoup the value of the incorrect sauce.

Price Not Available

  • R15 per sauce 

Information Required for Partial Payments:

 

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Information Required for No Payments:

 

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> Partial Payment

 

Or

 

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> No Paymen

 

 

2.3 Food Quality

Link to Decision Trees

Food Quality

Secondary Situation

Further Investigation

Actions

Zendesk Macro Name 

Food quality complaint

Visible Poor Food Quality- Taste/Flavour

Orders where we can typically/clearly see that the food quality is of sub-par standard. 


Customer images slightly show that the meal/item Oily, dry, partly burnt, lack ingredients

This is seen as a Blatant error and requires the image(s) to be attached. 


Price Available 

  • If CS has provided compensation to the value of R30, recoup R30 
  • If CS has provided compensation to the value of R50, recoup R50
  • If Compensation above R50 has been provided ONLY recoup R50 

Information Required for Partial Payments:

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Information Required for No Payments:

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue:

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> Partial Payment

 

Or

 

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> No Payment

Orders where we can typically/clearly see that the food quality is of sub-par standard.


Customer images clearly/explicitly show entire meal/item Oily, dry, partly burnt, lack ingredients

This is seen as a Blatant error and requires the image(s) to be attached. 


Price Available 

  • If CS has provided compensation to the value of R50, recoup R50 
  • If CS has provided compensation to the value of R80, recoup R80
  • If Compensation above R80 has been provided ONLY recoup R80 

Information Required for Partial Payments:

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Information Required for No Payments:

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue:

Visible Poor Food Quality- Taste/Old Food

Orders where we can typically/clearly see that the food quality is of sub-par standard.


Customers image clearly shows raw, mouldy food, lapsed expiry date, green steak, entirely burned or severely undercooked

This is seen as a Blatant error and requires the image(s) to be attached.


Price Available Or Price Not Available


- Recoup to the value of the affected item 

- If price is not available, recoup the value that CS has compensated the Customer 
 

Invisible Poor Food Quality- Preference of Taste 

Orders where the food quality cannot be visibly seen but based on the customer description the order was of sub-par standard.


Customer complains that food is too salty, lacks salt, lacks flavour, too spicy, texture is off

This is seen as a Non - Blatant error and does not require the image(s) to be attached. 


Price Available 

  • If CS has provided compensation to the value of R20, recoup R20 
  • If CS has provided compensation to the value of R40, recoup R40
  • If Compensation above R40 has been provided ONLY recoup R40

Information Required for Partial Payments:

  1. Restaurant Name:
  2. Staff Member Name:
  3. Order Number:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Information Required for No Payments:

  1. Restaurant Name:
  2. Staff Member Name:
  3. Order Number:
  4. Description of Issue:

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality - Taste (NO images required) > Partial Payment

 

Or

 

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality - Preference Taste (NO images required) > Partial Payment

 

Or

 

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality - Taste (NO images required) > No Payment
  Invisible Poor Food Quality- Taste/Old Food

Orders where the food quality cannot be visibly seen but based on the customer description the order was of sub-par standard.


Invisible Poor Food Quality- Taste/Old Food


Customer complains that the food smells expired, tastes expired, not fresh

This is seen as a Non - Blatant error and does not require the image(s) to be attached. 


  • Restaurant does not need to accept liability of the Old Food Complaint
  • Send the Restaurant the Non/Partial Payment once CS escalates the complaint 
  • Issue the payment if the Restaurant disputes the Non/Partial Payment 

*NB ensure to describe the Customers issue in details and attach any relevant images whether visible or invisible 


Price Available Or Price Not Available

- Recoup to the value of the affected meal

- If price is not available, recoup to the value of the compensation given to the Customer

 

2.4 Others

Type

Secondary Situation

Further Investigation

Actions

Zendesk Macro Name 
  Foreign Object(s) in Food

Orders where we can clearly see that there is an object that should not be in the order.


For example: Hair, nails, cooking brush bristles, plastic etc

This is seen as a Blatant error and requires the image(s) to be attached. 


Information Required for Partial Payments:

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Information Required for No Payments:

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue:
  
 

Portion Size

These are strictly for incorrect portions and not “my food was small for the price”


For example: 

Small Pizza vs Large Pizza; 

Medium Meal (drinks & chips) vs Large Meal 

This is seen as a Blatant error and requires the image(s) to be attached. 


Information Required for Partial Payments:

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Issue Description:
  5. Order Value: 
  6. Amount to be paid:

Information Required for No Payments:

  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Description of Issue:

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> Partial Payment

 

Or

 

Mr D Food> Restaurant Errors Recovery> Delivered> Food Quality & NWIO (Images Required)> No Payment
Other

Late Order

Delayed Order

 Driver arrived on time but the order was delayed by the restaurant.  NO Recovery from Restaurants. Store to be fully paid. NA

Order Status: Failed Collection

 

Issue Type

Secondary Situation

Further Investigation

Actions

CS Escalation Zendesk Macro Name 

&

RS Recovery Zendesk Macro Name 

 

Ordered items not available

Out of Stock (OOS)

The store had some items (or all items temporarily out of stock 


RS Agent - First point of Contact 

  • Communication received by RS Agent from Restaurant. 
  • Confirm what is temporarily out of stock
  • RS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 


OS Agent - First point of Contact 

Communication received by OS Agent via the Branch as an escalated note. 


  • Call the store and confirm what is temporarily out of stock
  • OS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) on Admin
  • If store unreachable, 

- OS Agent to note down the 1x call attempt timestamp on Admin and what contact number was used to call the store.


- Based on the Map tracking in Admin, the driver shows (is pinned) as being at the restaurant location AT ALL TIMES AFTER ARRIVAL.


- Driver arrived within 5 minutes of Proof of Arrival (Collection)


**If there is no note, from the branch - A driver complaint is to be logged for “failure without communication.” 


**If there is a note but it is not an Escalated Note, from the branch - A driver complaint is to be logged for “failure without proper communication as this was supposed be an escalated note, but the branch sent a non-escalated note.” 


**If the Driver was not at the store at all times after arrival - A driver complaint is to be logged for “Driver is manipulating the system because based on the Map tracking, the driver arrived at the restaurant GPS then went elsewhere. Please see the screenshot of the Map tracking.”

This is seen as a Blatant error and requires no image to be attached. 


***Exception to be marked as No Payment. 


Information Required for Store Reachable:

 

  1. Restaurant Name:
  2. Staff Member Name:
  3. Order Number:
  4. Issue Description

 

Information Required for Store Unreachable:

 

  1. Issue type: ​

 

  1. Restaurant Name:
  2. Order Number:
  3. Order Date: 
  4. Collection Time (ie Proof of Arrival (Collection) time:
  5. Driver Arrival Time:
  6. Order Cancelled Time (ie failed time):
  7. Call Attempt Time and Number called:

CS Only

Escalation to RS

Mr D Food> Internal Escalations>CS to RS>Other Restaurant (Not KFC/Pizza Hut/Food Lovers)>Failed collection


Or 


Mr D Food:>Internal escalation>CS to RS>Nandos/KFC/Pizza Hut


RS Only

Mr D Food> Restaurant Errors Recovery> Failed Collection> Not a Restaurant Delay> Store Reachable

 

Or

 

Mr D Food> Restaurant Errors Recovery> Failed Collection> Not a Restaurant Delay> Store Unreachable
 

Restaurant Delays

This is for orders that resulted in a failed collection due to an excessive restaurant delay at the restaurant. The recoverable amount should be the full food value.


Excessive Delay Definition: For the recovery process excessive delays are only applicable when:


  1. The driver arrived before Proof of Arrival (Collection) 

AND 

  1.  The order was not collected by the driver. 

AND 

  1. The order was failed 60 minutes or more after Proof of Arrival (Collection)

AND 

  1. Based on the Map tracking in Admin, the driver shows (is pinned) as being at the restaurant location  AT ALL TIMES AFTER ARRIVAL.

AND 

  1. Communication was escalated by the Branch as an escalated note at Proof of Arrival (Collection) +60 mins. 

AND

  1. Food is ready timestamp is not selected or is later than CAT+60 

OS Agent - First point of Contact 

Communication received by OS Agent via the Branch as an escalated note at Proof of Arrival (Collection) +60 mins.


OS Agent to check:

  1.  The driver arrived before OR within 5mins of Proof of Arrival (Collection)
  2. After arrival the driver was at the restaurant GPS location AT ALL TIMES.
  3. The branch sent an Escalated Note at Proof of Arrival (Collection) + 60 mins.
  4. The order was failed after the escalated note and NOT before.  

**If any of the above checks are not met, A driver complaint is to be logged. 

This is seen as a Blatant error and requires no image to be attached. 


***Exception to be marked as No Payment. 



Information Required for Store Unreachable:

  1. Restaurant Name:
  2. Order Number:
  3. Order Date: 
  4. Collection Time (ie Proof of Arrival (Collection) time:
  5. Driver Arrival Time:
  6. Food is Ready Time:
  7. Order Cancelled Time (ie failed time):


CS Only

Escalation to RS

Mr D Food> Internal Escalations>CS to RS>Other Restaurant (Not KFC/Pizza Hut/Food Lovers)>Failed Collection 


Or 


Mr D Food:>Internal escalation>CS to RS>Nandos/KFC/Pizza Hut


 

Mr D Food> Restaurant Errors Recovery> Failed Collection> Restaurant Delay> Store Unreachable

 
 

- Load shedding 

 

- Unable to prepare

RS Agent - First point of Contact 

  • Communication received by RS Agent from Restaurant. 
  • Confirm what the issue is.
  • RS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 

OS Agent - First point of Contact 

Communication received by OS Agent via the Branch as an escalated note. 


  • Call the store and confirm what the issue raised by the branch is and how we can resolve. 
  • OS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) on Admin
  • If store unreachable, 

- OS Agent to note down the 1x call attempt timestamp on Admin and what contact number was used to call the store

- OS to note what the issue raised by the branch was.


- Based on the Map tracking in Admin, the driver shows (is pinned) as being at the restaurant location AT ALL TIMES AFTER ARRIVAL.


- Driver arrived within 5 minutes of Proof of Arrival (Collection)


**If there is no note, from the branch - A driver complaint is to be logged for “failure without communication.” 


**If there is a note but it is not an Escalated Note, from the branch - A driver complaint is to be logged for “failure without proper communication as this was supposed be an escalated note, but the branch sent a non-escalated note.” 


**If the Driver was not at the store at all times after arrival - A driver complaint is to be logged for “Driver is manipulating the system because based on the Map tracking, the driver arrived at the restaurant GPS then went elsewhere. Please see the screenshot of the Map tracking.”

This is seen as a Blatant error and requires no image to be attached. 


***Exception to be marked as No Payment. 


Information Required for Store Reachable:

 

  1. Restaurant Name:
  2. Staff Member Name:
  3. Order Number:
  4. Issue Description

 

Information Required for Store Unreachable:

 

  1. Issue type: ​

 

  1. Restaurant Name:
  2. Order Number:
  3. Order Date: 
  4. Collection Time (ie Proof of Arrival (Collection) time:
  5. Driver Arrival Time:
  6. Order Cancelled Time (ie failed time):
  7. Call Attempt Time and Number called: 

CS Only

Escalation to RS

Mr D Food> Internal Escalations>CS to RS>Other Restaurant (Not KFC/Pizza Hut/Food Lovers)>Failed collection


Or 


Mr D Food:>Internal escalation>CS to RS>Nandos/KFC/Pizza Hut

Mr D Food> Restaurant Errors Recovery> Failed Collection> Not a Restaurant Delay> Store Reachable

 

Or

 

Mr D Food> Restaurant Errors Recovery> Failed Collection> Not a Restaurant Delay> Store Unreachable

Business Closed

Restaurant is Closed

RS Agent - First point of Contact 

  • Communication received by RS Agent from Restaurant. 
  • Confirm what the issue is.
  • RS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 

OS Agent - First point of Contact 

Communication received by OS Agent via the Branch as an escalated note. 


  • Call the store and confirm what the issue raised by the branch is and how we can resolve. 
  • OS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) on Admin
  • If store unreachable, 

- OS Agent to note down the 1x call attempt timestamp on Admin and what contact number was used to call the store

- OS to note what the issue raised by the branch was.


- Based on the Map tracking in Admin, the driver shows (is pinned) as being at the restaurant location AT ALL TIMES AFTER ARRIVAL.


- Driver arrived within 5 minutes of Proof of Arrival (Collection)


**If there is no note, from the branch - A driver complaint is to be logged for “failure without communication.” 


**If there is a note but it is not an Escalated Note, from the branch - A driver complaint is to be logged for “failure without proper communication as this was supposed be an escalated note, but the branch sent a non-escalated note.” 


**If the Driver was not at the store at all times after arrival - A driver complaint is to be logged for “Driver is manipulating the system because based on the Map tracking, the driver arrived at the restaurant GPS then went elsewhere. Please see the screenshot of the Map tracking.”

This is seen as a Blatant error and requires no image to be attached. 


***Exception to be marked as No Payment. 


Information Required for Store Reachable:

 

  1. Restaurant Name:
  2. Staff Member Name:
  3. Order Number:
  4. Issue Description

 

Information Required for Store Unreachable:

 

  1. Issue type: ​

 

  1. Restaurant Name:
  2. Order Number:
  3. Order Date: 
  4. Collection Time (ie Proof of Arrival (Collection) time:
  5. Driver Arrival Time:
  6. Order Cancelled Time (ie failed time):
  7. Call Attempt Time and Number called:

CS Only

Escalation to RS

Mr D Food> Internal Escalations>CS to RS>Other Restaurant (Not KFC/Pizza Hut/Food Lovers)>Failed collection


Or 


Mr D Food:>Internal escalation>CS to RS> Food Lovers/KFC/Pizza Hut

Mr D Food> Restaurant Errors Recovery> Failed Collection> Not a Restaurant Delay> Store Reachable

 

Or

 

Mr D Food> Restaurant Errors Recovery> Failed Collection> Not a Restaurant Delay> Store Unreachable

 

 

Order Status: Cancelled

Issue Type

Secondary Situation

Further Investigation

Actions

CS Escalation Zendesk Macro Name 

&

RS Recovery Zendesk Macro Name 

Restaurant cancellation

Temp Out of Stock

RS Agent - First point of Contact 

  • Communication received by RS Agent from Restaurant. 
  • Confirm what is temporarily out of stock
  • RS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 

This is seen as a Blatant error and requires no image to be attached. 


***Exception to be marked as No Payment.


Information Required


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Staff member name:

Mr D Food> Restaurant Errors Recovery> Cancelled & FDI>Unable to Prepare
 

- Incorrectly Accepted


- Load Shedding 

RS Agent - First point of Contact 

  • Communication received by RS Agent from Restaurant. 
  • Confirm what the issue is.
  • RS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 

This is seen as a Blatant error and requires no image to be attached. 


***Exception to be marked as No Payment.


Information Required


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Staff member name:

Mr D Food> Restaurant Errors Recovery> Cancelled & FDI>Unable to Prepare
 

Restaurant Delay

NO recovery from Restaurants. Store to be fully paid.

NO recovery from Restaurants. Store to be fully paid.

NA
 

- Menu item permanently unavailable


- Incorrect Listing


- Incorrect Pricing

RS Agent - First point of Contact 

  • Communication received by RS Agent from Restaurant. 
  • Confirm what the issue is.
  • RS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 

This is seen as a Blatant error and requires no image to be attached. 


***Exception to be marked as No Payment.


Information Required


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Staff member name:

Mr D Food> Restaurant Errors Recovery> Cancelled & FDI>Unable to Prepare
 

Closed

RS Agent - First point of Contact 

  • Communication received by RS Agent from Restaurant. 
  • Confirm what the issue is.
  • RS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 

This is seen as a Blatant error and requires no image to be attached. 


***Exception to be marked as No Payment.


Information Required


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Staff member name:

Mr D Food> Restaurant Errors Recovery> Cancelled & FDI>Unable to Prepare
 

Other

RS Agent - First point of Contact 

  • Communication received by RS Agent from Restaurant. 
  • Confirm what the issue is.
  • RS Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 

This is seen as a Blatant error and requires no image to be attached. 


***Exception to be marked as No Payment.


Information Required


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Staff member name:

Mr D Food> Restaurant Errors Recovery> Cancelled & FDI>Unable to Prepare

Customer Cancellation

All scenario types

Case 1: 

When the request is received within 10 mins after the restaurant has accepted the order,


Then:


CS/RS/OS Agent to contact the store and request the order to be cancelled. 

Ask the store if  they have started to prepare the food. 


Call Verbiage: 

“Good day, you are speaking to XYZ, from Mr D Food. 

How are you doing? 

I am calling with regards to Order Number DFDxxx. Are you able to check if the order food preparation has started or not? {Wait for them to check and respond}

  • {If food prep has not started} Please do not prepare this order as it needs to be cancelled and no driver will be assigned to collect it. Please inform the kitchen. 

As the order has been cancelled and no food has been prepared, the store will not be paid for this order.

We will send you an email confirming this.

May I please get your name and surname for reference. 

Thank you so much and have a lovely day forward 

 

  • {If food prep has started} Please note that this order has been cancelled and no driver will be assigned to collect it. The store will still be fully paid, as the food preparation has started. 

May I please get your name and surname for reference. 

Thank you so much and have a lovely day forward 

 


  • Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 

  1. If food preparation has not started, then the recuperation process can be taken.

OR 


  1. If food preparation has started, the store is to be fully paid, but you can inform them that no driver will be coming to collect the order. 

Case 2: 

When the request is received 10 mins AFTER the restaurant has accepted the order


Then, NO recovery from Restaurants. Store to be fully paid.

These are seen as NONE Blatant. 


Only recovery where the store confirms that the Food prep was stopped. 


Information Required


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Staff member name:

CS Only

Escalation to RS

Mr D Food:: Internal Escalations>CS to RS>Other Restaurant (Not KFC/Pizza Hut/Food Lovers)> Cancelled Order

 


RS Only

Mr D Food> Restaurant Errors Recovery> Failed Collection> Cancelled & FDI>Food Prep Stopped

Driver Cancellation

All scenario types

NO recovery from Restaurants. Store to be fully paid


**Driver Complaint to be logged 

NO recovery from Restaurants. Store to be fully paid.

NA

Other

All scenario types

Case 1: 

When the request is received within 10 mins after the restaurant has accepted the order,


Then:


CS/RS/OS Agent to contact the store and request the order to be cancelled. 

Ask the store if  they have started to prepare the food. 


Call Verbiage: 

“Good day, you are speaking to XYZ, from Mr D Food. 

How are you doing? 

I am calling with regards to Order Number DFDxxx. Are you able to check if the order food preparation has started or not? {Wait for them to check and respond}

  • {If food prep has not started} Please do not prepare this order as it needs to be cancelled and no driver will be assigned to collect it. Please inform the kitchen. 

As the order has been cancelled and no food has been prepared, the store will not be paid for this order.

We will send you an email confirming this.

May I please get your name and surname for reference. 

Thank you so much and have a lovely day forward 

 

  • {If food prep has started} Please note that this order has been cancelled and no driver will be assigned to collect it. The store will still be fully paid, as the food preparation has started. 

May I please get your name and surname for reference. 

Thank you so much and have a lovely day forward

 


  • Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 

  1. If food preparation has not started, then the recuperation process can be taken.

OR 


  1. If food preparation has started, the store is to be fully paid, but you can inform them that no driver will be coming to collect the order. 

Case 2: 

When the request is received 10 mins AFTER the restaurant has accepted the order


Then, NO recovery from Restaurants. Store to be fully paid.

These are seen as NONE Blatant. 


Only recovery where the store confirms that the Food prep was stopped. 


Information Required


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Staff member name:

CS Only

Escalation to RS

Mr D Food:: Internal Escalations>CS to RS>Other Restaurant (Not KFC/Pizza Hut/Food Lovers)> Cancelled Order

 

 


RS Only

Mr D Food> Restaurant Errors Recovery> Failed Collection> Cancelled & FDI>Food Prep Stopped

 

Order Status: Failed Delivery Injection 

Issue Type

Secondary Situation

Further Investigation

Actions

CS Escalation Zendesk Macro Name 

&

RS Recovery Zendesk Macro Name 

 

FDI

FDI

Case 1: 

When the request is received within 10 mins after the restaurant has accepted the order,

Then:

CS/RS/OS Agent to contact the store and request the order to be cancelled. 

Ask the store if  they have started to prepare the food. 

 

Call Verbiage: 

“Good day, you are speaking to XYZ, from Mr D Food. 

How are you doing? 

I am calling with regards to Order Number DFDxxx. Are you able to check if the order food preparation has started or not? {Wait for them to check and respond}

  • {If food prep has not started} Please do not prepare this order as it needs to be cancelled and no driver will be assigned to collect it. Please inform the kitchen. 

As the order has been cancelled and no food has been prepared, the store will not be paid for this order.

We will send you an email confirming this.

May I please get your name and surname for reference. 

Thank you so much and have a lovely day forward 

 

  • {If food prep has started} Please note that this order has been cancelled and no driver will be assigned to collect it. The store will still be fully paid, as the food preparation has started. 

May I please get your name and surname for reference. 

Thank you so much and have a lovely day forward 

  • Agent to note Staff Members Name and first letter of their surname (eg John Smith would be John S) 
  1. If food preparation has not started, then the recuperation process can be taken.

OR 

  1. If food preparation has started, the store is to be fully paid, but you can inform them that no driver will be coming to collect the order. 

Case 2: 

When the request is received within 10 mins after the restaurant has accepted


Then, NO recovery from Restaurants. Store to be fully paid.

These are seen as NONE Blatant. 


Only recovery where the store confirms that the Food prep was stopped. 


Information Required


  1. Restaurant Name:
  2. Order Number:
  3. Issue Type:
  4. Staff member name:


CS Only

 

Mr D Food:: Internal Escalations>CS to RS>Other Restaurant (Not KFC/Pizza Hut/Food Lovers)> Failed Collection



 

RS Only


Mr D Food> Restaurant Errors Recovery> Failed Collection> Cancelled & FDI>Food Prep Stopped

 

 

Order Status: Failed Delivery

Issue Type

Secondary Situation

Further Investigation

Actions

CS Escalation Zendesk Macro Name 

&

RS Recovery Zendesk Macro Name 

 

Not accepted by customer

Missing Items

Follow the Order Status: Delivered - Missing Item Process.

Follow the Order Status: Delivered - Missing Item Process.


Follow the Order Status: Delivered - Missing Item Process.
NA
 

Spilled Food


Duplicate Order


Customer changed their mind


Other

Then, NO recovery from Restaurants. Store to be fully paid.

NO recovery from Restaurants. Store to be fully paid.

NA
Failed Delivery

For all Failed Delivery scenarios AND it is a Shop.

The DC team will escalate all Failed Delivery Shops orders to RS. RS is responsible to determine whether the Shop is to receive full payment or non-payment.

 

  • Review where the order was failed.
  • Review branch dashboard to see if the necessary note was left.

 

NB - Both Conditions need to be met in order for the Store to receive full payment or non-payment.

 

IF one condition is not met the store should be fully paid.

 

Non - Payment Requirements:

 

  • The Drivers failure stamp clearly shows that the order was failed at the Shops GPS Coordinates
  • The branch had left a non-escalated note suggesting that the order was returned. 

 

Full Payment Requirements:

 

  • The Drivers failure stamp does not show that the order was failed at the Shops GPS Coordinates 
  • The branch did not leave a non-escalated note suggesting that the order was returned.

 

RS Macro:

 

Mr D :: Restaurant Errors Recovery:: Failed/Cancelled Return Notification

 

 

Order Status: All other Status 

This is specifically for all other orders that are not Restaurant Accepted

Issue Type

Secondary Situation

Further Investigation

Actions

CS Escalation Zendesk Macro Name 

&

RS Recovery Zendesk Macro Name 

 

Order NOT Restaurant Accepted

All scenario types

If the order has not been accepted by the restaurant, NO recovery from Restaurants. Store to be fully paid.

NO recovery from Restaurants. Store to be fully paid.


The exception should be restaurant resolved as no payment.

 

 

Zendesk Restaurant Recovery Flows

1.

Create New Ticket

  • Agents must create a new ticket when recouping and complete the ticket classification and complete the details required in macro relevant to the recovery scenario
  • First check if the order is flagged as an exception and complete the Customer and the Restaurant side.
  • If order is not flagged as an exception - Flag as an exception and complete the customer and restaurant side.

2.

Apply Recovery Macro

  • All macros that are used for the different restaurant recovery scenarios above will be found under Mr D Food>Restaurant Recovery Errors

3.

Restaurant Email Address

  • The Recovery email is to be sent to both the restaurant Store Contact email address AND the Billing Contact email address
  • Requester to be the Store Contact 
  • CC in the Billing Contact

This information can be found on Marketplace, under the stores Details

 4.

Complete Zendesk Ticket

Ticket Classification Sections

  • Mr D Food number/ DFD Number:
  • Issue Type*
  • Secondary Issue Type
    • Missing Item
      • Missing Main Item
      • Missing Add-on
      • Missing Side Item
      • Missing Sauce
    • NWIO
      • Missing or incorrect ingredients and or add-ons to main meal
      • Incorrect meal or item/s
      • Incorrect Sides: Accompany the main meal
      • Incorrect Sides : Sauce that comes with the meal
    • Food Quality
      • Visible Poor Food Quality - Taste/Flavour
      • Visible Poor Food Quality - Taste/Old Food
      • Visible Poor Food Quality 
        • Foreign Object(s)
    • Invisible Poor Food Quality 
      • Preference of Taste
      • Taste/Old Food
      • Food Poisoning

 

  • Affected Item:
    • Write all item names as written in Order Details on admin (e.g 1 x SW Bozza Crunch Burger Box Buddy)
    • Specify the quantity of the missing (e.g 1x, 2x or 3x )
    • If there is more than 1 affected item, list all (missing/incorrect) items and separate each item with a comma (e.g 1 x Wings 400g, 1 x Taino Pizza, 1 x Fries 300g)
  • Restaurant ID*
  • Food Order Value*:
  • Additional Payment Reason: Select if applicable
  • Restaurant payment Amount: R Value of how much the restaurant will be paid
  • Action Status: not applicable when sending initial recoup email
  • Disputed: not applicable when sending initial recoup email

Amend the recovery macro you selected by completing all the required fields and attaching an image where applicable

 

5.

NB Remember to leave the ticket number of the recovery email sent to the restaurant in the following places

  • Admin: Internal Comments
  • Admin: Financial Exception- Restaurant Resolution
  • Zendesk: CS to RS Escalation Ticket

 

6.

Submit Ticket as Solved

 

Zendesk CS Restaurant Error Escalation Flows

1. Receive CS to RS Escalation ticket
2.

Evaluate Escalation

  • RS agents evaluate the escalation ticket according to the recovery scenarios detailed above (Order status: Delivered, Order Status: Cancelled, Order Status: Failed Collection, Order Status: FDI, Order Status: Failed Delivery)
3.

Complete Escalation Ticket Indexing

- RS Agents must complete the below two sections: 

Restaurant Full Payment (RS Only)*

  • Select YES if the restaurant is to be fully paid
  • Select No if there will be partial or no Payment
  • Select NA if the ticket is not related to a restaurant recovery

Reason for Restaurant Full Payment (RS Only): ONLY COMPLETE THIS SECTION IF YOU HAVE DETERMINED THE RESTAURANT IS TO BE FULLY PAID, DO NOT COMPLETE THIS SECTION IF YOU HAVE SELECTED NO IN THE ABOVE SECTION

  • Less Than R30
  • Not A Restaurant Error
  • Restaurant Always Paid (KFC, Pizza Hut)
  • Image Inconclusive
4.

Leave Internal Note

  • If there is partial or no payment to the restaurant paste the Recovery ticket in the Internal comments section
  • If there is full payment to the restaurant provide the reason for full payment in the comments section
5. Submit Ticket As Solved

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