Suspending Restaurants SOP V2.4

Overview

This process document is to guide agents on when and how to suspend restaurants, the actions that need to be taken when suspending a Restaurant and tracking and compliance related to suspended restaurants. The objective of the agent is to understand and apply the correct suspension reasons,ensure information is captured accurately, and inform the relevant parties of the suspension to get the restaurant back to trading. 

This document covers the following areas:

• When to Suspending Restaurants Flow 
• How to Suspend a Restaurant on Marketplace 
• Suspension Reason Code Types and When to use them
• Behavioural Suspension Process
• Indefinite Suspension Process:
• Temporary Suspension Process
• Suspending KFC Restaurants 
• Suspension Tracking
• Compliance
• Suspension Aging Monitoring

When to Suspending Restaurants Flow

 

1. Restaurant Notifies us about temporary closure due to a specific reason

• Examples
  • Loadshedding
  • Renovations
  • Stock issues
  • Other internal issues
• What to do:
  • Suspend the store on market place
  • Send the restaurant an email via Zendesk notifying them of suspension with the “Suspended Restaurants Notification”.

2. Restaurant Notifies us about menu, device or POS issue that we can not resolve:

• What to do:
  
  • Suspend the store on market place
  • Send the restaurant an email via Zendesk notifying them of suspension with the “Suspended Restaurants Notification”.
  • Escalate to issue on zendesk
• Where to escalate
  • Device issue: Escalate to devices
  • Menu issue: Escalate to Menu
  • POS issue: Inform Restaurant to contact their Head office and Escalate to Menu and Ops

3. Restaurant behavioural issues that we can not resolve:

• Examples
  • Restaurant has more than 3 SAR’s on a day
  • Restaurant has more than 3 Rejected orders on a day
  • Restaurant has more than 3 Missed orders on a day

Use Suspending Store Thresholds document as guidance on when to suspend stores

• What to do:
  
  • Suspend the store on market place
    Send the restaurant an email via Zendesk notifying them of suspension with the “Behavioural Restaurant Suspension” macro

4. Indefinite Suspension via a Request:

• Examples
  • Am requests store to be suspended
  • Operations requests store to be suspended
  • Restaurant outside Polygon
• What to do:
  
  • Suspend the store on market place
  • Send the restaurant an email via Zendesk notifying them of suspension with the “Suspended Restaurants Notification” macro

5. Indefinite Suspension Due to Restaurant Behaviour

• Examples
  • The store has been suspended 2 times in the last 7 days for a behavioural issue. Is the restaurant on Suspended Restaurants - 7 day running total report 2 or more times.
• What to do:
  
  • Suspend the store on market place
  • Send the restaurant an email via Zendesk notifying them of suspension with the “Suspended Restaurants Notification” macro

How to Suspend a Restaurant on Marketplace

1	Select Restaurant Use the restaurant ID or Restaurant name to search for the restaurant on Marketplace under the Trading/Suspended/AutoSuspended tab Click on the drop down that says “trading” and select the option to “suspended” You will then be prompted to select a reason for the suspension and you will be unable to suspend without making a selection
2	Select Restaurant Reason Select the appropriate reason for suspension based on the issue Below are descriptions of the suspension reasons
3	Complete Notes  After selecting a suspension reason, please ensure that you use the below template in the ‘notes’ section within the suspension pop-up: Current Date: DD/MM/YYYY Date Suspension should be lifted: DD/MM/YYYY Suspension Reason/Details: Clearly explain the reason for suspension and steps taken to try and resolve Escalated to(Name/Team): Menu/Device/AM(If escalated to AM, include the AM name) Zendesk Ticket: ######## Include the ticket number that was created when escalating to the correct party Copy and paste the suspension reason note displayed to restaurants.
4	Remember the following: If the restaurant has not given you a specific date make sure to state N/A so that everyone is clear on the fact that the restaurant has been suspended indefinitely. If there is a back to trading date - tick the box and fill in the back to trading date. Click on “confirm SUSPENDED” If a restaurant is suspended we have to ALWAYS send a zendesk ticket to the restaurant and assign it to the AM.  The ticket should be solved by the agent.

Suspension Reason Code Types and When to use them:

Suspension Reason	When to Suspend	Zendesk Ticket	Zendesk Macro	Back to Trading Date	Note Displayed to Restaurant
Data issue - Menu/Location/Trading Hours	Restaurant contacts Restaurant Support and they have an issue with their Menu/Location/Trading Hours Restaurant Support is unable to resolve the issue, by changing trading times or hiding menu items	Make yourself the requester Food: Restaurant: Menu & Data AM CC's Restaurant Submit the ticket as SOLVED PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Temporary Suspension: Suspended Restaurant Notification	No back to trading date	Contact the Menu Team at [e-mail] to update the store's information and resume trading
Device Issue- Connectivity (SARS)	Last Seen on CONNECT is the  previous day:  OR Restaurant is on the Suspended Restaurants - 7 day running total report and has a two next to it AND We cannot get hold of the restaurant to resolve and have exhausted troubleshooting steps	Make yourself the requester Assign the ticket to the AM CC's Restaurant Submit the ticket as OPEN PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Indefinite Behavioural Suspension: Indefinite Suspension	No back to trading date	Your device has lost connection. Please reboot your device.Keep your device On charge.  Contact Restaurant Support to lift the suspension
	Last Seen is the Current day: Suspend for cool off  AND Store meets Suspending Store Thresholds AND We cannot get hold of the restaurant to resolve and have exhausted troubleshooting steps Only send the suspension notification if the store has met the threshold to be suspended for the rest of the day	Make yourself the requester Assign it to the AM CC the restaurant Submit the ticket as SOLVED PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Behavioural Suspension: Behavioral Restaurant Suspension Notification	Yes input BTT on Market place Use Suspending Store Thresholds as guidance	Your device has lost connection. Please reboot your device Contact Restaurant Support to lift the suspension
	Last seen on CONNECT is 3 days ago  suspend using the reason Temporary Closure - Long Term on MP	Make yourself the requester Assign the ticket to the AM CC's Restaurant Submit the ticket as OPEN PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Indefinite Suspension	No back to trading date	Your device has been off for 3 days or more resulting in suspension. Contact Restaurant Support to lift the suspension
Device Issue - Damaged/Faulty Device	Restaurant Support is unable to resolve a device issue AND  RS Agent has completed the device troubleshooting steps in the Device Management  SOP AND  RS agent has made contact with the store. Examples: Device not charging Printing Issue Device not switching on Lost or stolen devices Device logged out on CONNECT	Make yourself the requester Assign ticket to Food: Restaurant: Device Support AM CC's Restaurant Submit the ticket as SOLVED PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Temporary Suspension: Suspended Restaurant Notification	No back to trading date	Our Device Management team or your Account Manager will be in contact with feedback.
Temporary Closure - Same Day	Restaurant/AM/Operations team informs RS to suspend for the day Examples: Renovations Stock issues Other internal issues	Make yourself the requester Assign to AM CC's Restaurant Submit the ticket as SOLVED PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Temporary Suspension: Suspended Restaurant Notification	Next Day	Contact Restaurant Support to lift the suspension and resume trading.
Temporary Closure-Short Term	Restaurant/AM/Operations team requests Restaurant Support to suspend the restaurant for a period between (2-7 days)  Inform the requester of suspension that the Restaurant support team will have to be informed if they require suspension to be lifted earlier than the back to trading date Request that the store place there device offline and keep it in charge. They should not turn their  device off	Make yourself the requester Assign to AM CC's Restaurant Submit the ticket as SOLVED PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Temporary Suspension: Suspended Restaurant Notification	No BTT	Contact Restaurant Support to lift the suspension and resume trading.
Temporary Closure - Long Term	Restaurant/AM/Operations team informs Restaurant Support to suspend the restaurant for a long period -IF the long term suspension is less than 1 month	Make yourself the requester Assign to AM CC's Restaurant Submit the ticket as SOLVED PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Temporary Suspension: Suspended Restaurant Notification	No back to trading date	Contact Restaurant Support to lift the suspension and resume trading.
	IF the long term suspension is more than 1 month	Make yourself the requester Assign the ticket to the AM CC's Restaurant Submit the ticket as SOLVED PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Indefinite Suspension	No back to trading date	Contact Restaurant Support to lift the suspension and resume trading.
Restaurant Sin-Bin - Delay/Missed/Rejected	Restaurant has delayed/Missed/Rejected orders And  Met  Suspending Store Thresholds to be suspended  if you are suspending a restaurant for cool off do not send a zendesk ticket Do not use the reason to suspend the restaurant for the entire day			15 minutes or 2 hours Use Suspending Store Thresholds as guidance	You have missed too many orders. Contact Restaurant Support to lift your suspension. You have rejected too many orders. Contact Restaurant Support to lift your suspension. You’ve been suspended for 15 minutes as you have indicated you are too busy.
Indefinite Behavioural Suspension	Restaurant with Missed/Rejected orders we are unable to get a hold of the store to resolve the issue AND  we have reached the threshold to suspend the store for the rest of the day.	Make yourself the requester Assign to AM CC's Restaurant Submit the ticket as SOLVED PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Behavioral Restaurant Suspension Notification	Next Day	You have missed too many orders. Contact Restaurant Support to lift your suspension. You have rejected too many orders. Contact Restaurant Support to lift your suspension.
	In the case where a store is suspended for the third time in 7 days - Indefinite Behavioural Suspension. Even if we could not get a hold of the restaurant.	Make yourself the requester Assign the ticket to the AM CC's Restaurant Submit the ticket as OPEN PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Indefinite Suspension	No BTT
	P1/P2 critical escalation raised against a Restaurant	Make yourself the requester  Assign the ticket to the AM CC Regional AM, Norman Chaibav, Luke Oliver CS Leadership group Submit the ticket as OPEN PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Restaurant Critical Incident Macro	No BTT	Your store has been suspended. Your account manager will be in contact with you within the next 48 hours
Long Term Auto-Suspended	If the restaurant is unreachable on multiple (Three calls at least 2-3 mins apart on various occasions throughout the day) And  The Restaurant has been Auto Suspended for more than3 days (>72 hours)	Make yourself the requester Assign the ticket to the AM CC's Restaurant Submit the ticket as OPEN PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Indefinite Behavioural Suspension: Indefinite Suspension	No back to trading date	Your device has been off for 3 days or more. Keep your device On and charged.  DO NOT SWITCH DEVICE OFF.
Temporary closure: Loadshedding	tore has informed RS that they have loadshedding.  Or they have rejected orders due to loadshedding and you have confirmed A store should only be suspended for 2,5hrs	Make yourself the requester Assign to AM CC's Restaurant Submit the ticket as SOLVED PnP Liquor Stores send mail to:  - PnP OM  - [e-mail]	Temporary Suspension: Suspended Restaurant Notification	A store should only be suspended for 2,5hrs	If your power has been restored please contact Restaurant Support to lift the suspension and resume trading.

Complete Suspension Zendesk Ticket 

Behavioural Suspension Process: 

When do I use the "Behavioural Restaurant Suspension Notification"macro

1. In the case where the restaurant has SAR's ,you are unable to solve the issue and you are suspending the store for 2 hours or the rest of the day

2. In the case where the restaurant has Restaurant Auto Rejects orders and you are unable to solve the issue and you are suspending the store for 2 hours or the rest of the day.

3. In the case where the restaurant has Restaurant Rejected orders and I am unable to solve the issue.

In all the above mentioned cases we need to apply some intelligence.  If a store missed an order, but they were doing a lot of orders, it may be due to their capacity.  Suspend them for 15-30 min.

What do I do: 

1	ID the Restaurant: Identify the Restaurant that has 2 or more of the above mentioned exceptions
2	Try and resolve the Restaurant: Call the Restaurant and try to solve the issue.  Understand why they are rejecting orders, missing orders or why they are receiving SAR’s.
3	Unable to resolve issue: If I am unable to resolve the SAR’s issue, suspend the restaurant on marketplace using the  Device Issue - Connectivity(SARS) If I am unable to resolve the Restaurant rejected OR Restaurant Auto rejected issue, suspend the restaurant on marketplace using the  Indefinite Behavioural Suspension  Set the “Schedule reverting to TRADING” date to 8am the next day. Use the Zendesk Macro Behavioral Restaurant Suspension Notification.   Make yourself the requester Assign it to the AM CC the restaurant Submit the ticket as SOLVED
4	Check for possibility of indefinite suspension:  Check if the restaurant ID is on the Suspended Restaurants - 7 day running total report on zendesk If the store has two next to it - then proceed to the Indefinite Suspension Process

Indefinite Suspension Process:

1	ID the Restaurant:  If the restaurant is on the Suspended Restaurants - 7 day running total report and has a two next to it.  Suspend the store Indefinitely.
2	Suspend the Restaurant:  Suspend the Restaurant Indefinitely and select the suspension reasons “Indefinite Behavioural Suspension” for rejected and restaurant auto rejected orders OR “Device Issue - Connectivity” for SAR’s When suspending the restaurant, specify in the notes that they are being suspended indefinitely and that the back to trading date is “N/A”  Use the “Indefinite Suspension” macro. Make yourself the requester Assign the ticket to the AM Submit the ticket as OPEN
3	Suspend Checkers for a Device Issue:  Suspend the Restaurant Indefinitely and select the suspension reason “Device Issue - Damaged/Faulty Device” for Checkers stores with any device issues When suspending the restaurant, specify in the notes that they are being suspended indefinitely and that the back to trading date is “N/A”  Use the “Indefinite Suspension” macro. Make yourself the requester Assign the ticket to the Device team Submit the ticket as OPEN

Temporary Suspension Process: 

1	ID the Restaurant:  Use the “Suspended Restaurants Notification” to suspend a restaurant for any reason that is not behavioural or an indefinite suspension. We use this suspension reason when a party requests to be suspended or Needs to be suspended for further action to be taken. We should give the restaurant a call informing of the suspension if the request does not come from the restaurant. When suspending remember to escalate on a separate ticket to the responsible party Device issues should be escalated to the Device team Menu/Trading hour or any captured data should be escalated to the menu team Any operational issues should be escalated to the Operations team
2	When to use this Suspension reason:  Restaurant states they have device issues that you can not solve Restaurant requests to be suspended Operations/AM requests to suspend the store A data/Menu issue that you can not solve Temporary closure - Long and short term Long term Auto-Suspend
3	How to Suspend:  Make yourself the requester Assign the ticket to the AM CC the restaurant Submit the ticket SOLVED

Suspending KFC & PnP Liquor Stores:

- The KFC Area Coach is the individual/person responsible for the operations of specific KFC restaurants.

- The PnP OM is the individual/person responsible for the operations of specific PnP Liquor stores.

When to contact the KFC or PnP Area Coach

Exception	Suspending
Missed Orders	Store missed 3+ orders, continues to miss orders AND we are unable to contact the store AND we have to suspend the store for the rest of the day
SARS	Store has 3+ SARS on orders and continues to have SARS AND we are unable to contact the store  AND we have to suspend the store for the rest of the day
Auto Suspend	Store has been in Auto suspend for more than 1 day AND  we are unable to contact store AND we have to suspend the store indefinitely
Restaurant Rejections	If the store has 5+ order that are rejected and continues to have rejections AND we are unable to contact the store AND we have to suspend the store for the day
Continued Suspension	If the store has been suspended 3 or more times in the last 7 days AND we are unable to contact store AND we have to suspend the store indefinitely *This does not apply to stores that were suspended for 15 minutes and also long term suspensions

NB: Agents must only contact the area coach for the above exceptions thresholds and after going through the steps to resolve the issue.

How to Contact the Area Coach 

- Contact Details of the coach can be found on this sheet KFC Area Coaches Contact Details

- Contact Details of the coach can be found on this sheet PnP OM Contact Details

Agents must attempt to call the Area coach and inform them of the following:

• Restaurant is offline and suspended by MRD Food due inability to get hold of the restaurant (after calling multiple times) to resolve the issue
• The primary issue we tried to resolve with calls to the restaurant was missed orders/SARS/Auto Suspension
• Request that the area coach inform the responsible individual at the restaurant to call Restaurant Support to resolve the issue and get the store back to trading.

Note: In the notes captured on Marketplace state if the KFC Area Coach was contacted and if you were able get hold of them to inform them of the issue.

Suspension Tracking: 

1.

Tracking the Suspension list: Work through the list of suspended restaurants on marketplace. If a restaurant is suspended with the Device Issue -Connectivity (SARS) and Indefinite Behavioural Suspension, reason.  The restaurant needs to be contacted again to try and resolve the issue. Contacting the Restaurant: Agents to use the Mr D Food Store Query Form when following up a suspension On the Restaurant query type field, agent to select Suspension Follow-Up and the Suspension classification they are following up Agents to leave an internal note when calling to make a follow-up

2.

Suspended for 24 Hours: If a store is suspended for 2 days or longer, the agent will need to follow up with who ever the store was escalated to (Device, AM, OPS).  Once feedback is received the store should be suspended again and an updated note left with the new information on marketplace

Compliance:

1.

Indefinite Suspension Tracking: TL’s and 2IC’s should check that all restaurants on the 7 day running total tracking that has 3 tickets are Indefinitely Suspended. TL’s and 2IC’s should check that all the restaurants that are indefinitely suspended have no back to trading dates. This should be done twice a day one at 11:30 and again at 16:30 TL’s and 2IC’s should check that all the restaurants that were suspended on the day have the correct reason for suspension on marketplace.  This should be done once during each meal time (07:00-10:00, 10:00-17:00, 17:00-22:00)

Suspension Aging Monitoring 

The suspension  report is a list of suspended restaurants on Marketplace. The Purpose is rather that we want to make sure that we have correctly suspended stores and that the correct action is in the pipeline to ensure the store either remains suspended or will be unsuspended.

RS TL are responsible for tracking and monitoring the aging report on a daily basis. All other teams are responsible for tracking and monitoring the suspension reasons assigned in the table.

Suspension Reason	Responsibility	Required Action	Call- Follow-Up Classifications
Device Issue - Damaged/Faulty Device	Device Support- 7 Days or Less	Ensure all devices issues are resolved,devices replaced where required within the 7 days	Suspension Follow-Up :: Device Issue Damaged/Faulty Device
	AM- 7 Days or More	Investigate why device is still suspended update suspension ticket on Zendesk with required information
Device Issue - Connectivity (SARS)	RS- 1 days	Daily CONNECT and Marketplace checks  Contact the restaurant to try resolve issue If the restaurant is suspended for the 3rd time using this reason within 3 days, suspend using the indefinite behaviour suspension reason. Agents to follow up on the restaurant	Suspension Follow-Up :: Device Issue- Connectivity (SARS)
Long Term Auto-Suspended	RS-1 Day AM- 2 Days or More	Check if restaurant is online on CONNECT Call the restaurant Contact the store to investigate why store device has been off for more than 4 days AM to provide update on open Zendesk ticket based on feedback from store It is the AMs responsibility to inform RS to move the restaurant back to trading or to change Suspension reason from LTAS to the relevant suspension reason if the store needs to be Suspended for longer	Suspension Follow-Up :: Long Term Auto-Suspended
				Temporary Closure - Long Term	AM	AD Hoc follow up on restaurants to determine if they should be retired or when they will be trading again AM to update marketplace notes or Zendesk ticket based on feedback from restaurant *It is the AMs responsibility to inform RS to move the restaurant back to trading	Suspension Follow-Up :: Temporary Closure - Long Term
Temporary Closure - Same Day	RS-1 Day or More	Call Restaurant: Set back to trading if they are open again If restaurant requires more time suspend again using correct reason	Suspension Follow-Up :: Temporary Closure - Same Day
Temporary Closure - Short Term (1-7 Days)	RS- 7 Day or more	Call Restaurant: Set back to trading if they are open again Resuspend using TC-Short Term if they require more time If longer suspend using the reason TC-Long Term and escalate to AM	Suspension Follow-Up :: Temporary Closure-Short Term (1-7days)
Indefinite Behavioural Suspension	AM-1 Day or more	Contact the restaurant owner/manager and request to reboot or contact RS to resolve issue	Suspension Follow-Up :: Indefinite Behavioral Suspension
Restaurant Sin-Bin - Delay/Missed/Rejected	RS- 1 Day or more	To be indefinitely suspended if suspended for 3rd time	Suspension Follow-Up :: Restaurant Sin-Bin - Delay/Missed/Rejected
Data Issue - Menu/Location/Trading Hours	Menu - 1 Day or more	Resolve restaurant data issue and unsuspend restaurant Escalate to AM where team cannot resolve issue	Suspension Follow-Up :: Data issue Menu/Location/Trading Hours