Overview

This process document is to guide OS agents on the process that needs to be followed when communicating with the branch on P2P regarding live orders.

Overall Tile Notes

1	Agents are expected to take a single Tile at a time, working from oldest to newest (using arrival time of ticket as the measure)
2	When a tile is taken, acknowledge the tile immediately so other agents can see someone is already working on this tile if they should also take this tile. Acknowledge by replying to the branches note.
3	If you see another agent has acknowledged the tile, move on to the next tile
4	Once an escalation is sent by the branch OS has 15 minutes to respond to the tile, should OS fail to do so, the branch is allowed to fail the order. If the branch has failed the order because OS could not get to the Tile on time leave the following note on Admin: “Branch failed order as per SOP, OS unable to resolve within 15min from escalation” OS agent to contact customer and resolve as per complaints and compensation SOP

What is a Branch Escalation

During a live order there are various issues that the driver encounters and needs resolution in order to successfully deliver the order. The driver will inform their TDT branch of the issue first and the branch will attempt to find a resolution, failure upon which the branch will inform a OS of the issue via a branch note. There are two types of branch notes that the branch may leave on the dashboard for OS:

Escalated Branch Note: these are notes that require action to be taken by the OS agent to resolve the issue and or inform a relevant 3rd party (i.e customer or restaurant). These notes will appear on the branch dashboard in red
Non Escalated Note: this is a note left by the branch either to inform OS or in response to resolution of a previously escalated note. These notes do not require the OS to resolve within 15 minutes.

Sometimes the branch will leave escalated branch notes for issues that should not be escalated thus providing a false indication that the issue needs to be resolved within 15 minutes. When encountering these scenarios it is important for the OS agent to educate the branch and inform them that the note should not be escalated.

The objective of OS

Respond timeously to correctly escalated notes by the branch, liaise with all parties to ensure resolution of the issue and or successful delivery to the customer.
Investigate all issues thoroughly in line with SOP and complete any compensation, financial exception, menu updates and suspensions related to a live order
Educate branch when notes are escalated incorrectly

NB* Where the branch escalates issues that are not part of the scenarios listed in the SOP the OS agent must take all actions possible to resolve the issue. The OS agent must liaise with the branch, restaurant, order success and all other relevant stakeholders in order to assist the branch dashboard supervisor to resolve the issue and complete the order successfully. Where the OS agent is unsure of how to resolve an issue however the issue raised will impact the success of the order and is not part of the escalated scenarios the agent must escalate to the 2IC or TL in order to find a resolution. Agent is responsible for ensuring that leadership is made aware of scenarios not covered in the SOP to ensure its amended in the future.

Take Note:

1.	Agents are expected to take a single Tile at a time, working from oldest to newest (using arrival time of ticket as the measure)
2.	When a tile is taken, acknowledge the tile immediately so other agents can see someone is already working on this tile if they should also take this tile. Acknowledge by replying to the branch's note.
3.	If you see another agent has acknowledged the tile, move on to the next tile

4.	Once an escalation is sent by the branch OS has 15 minutes to respond to the tile, should OS fail to do so, the branch is allowed to fail the order. If the branch has failed the order because OS could not get to the Tile ontime leave the following note on Admin: “Branch failed order as per SOP, OS unable to resolve within 15min from escalation” OS agent to contact customer and resolve as per complaints and compensation SOP
5.	Remember to log driver complaints for all failed collections at restaurants where no escalated note was left, a non escalated note was left or driver was not at the restaurant
6.	IF The branch escalates a note that's not covered in the below scenarios

Tiles - Basic Process

1.	Agent to take one Tile at a time starting from the oldest to the newest In order to toggle between Grocery and Food Tiles, in the filter of Branc dashboard either type 'Groceries' or 'Food'.
2.	Acknowledge the tile Send a message to via the taken tile to the branch that you are on it Add message into the block to the left and click on the save button (See image below) This will help the branch know you are looking into the situation and all other agents will see that this tile is owned by another agent.
3.	Investigate the Issue Look into the problem escalated by the branch and use all the tools available to solve the issue and give them instructions: Admin Tracking Admin Map All notes on Admin Customer number Restaurant number Driver number
4.	Provide Feedback to the Branch Give the branch a resolution If no resolution can be achieved instruct the branch to fail the order ALWAYS leave a note on Admin of any action that was taken or instruction given to the branch

Summary Of Branch Note Escalation Scenarios

The tables below are a summary of all the scenarios which should and shouldn't be escalated by the branch to OS. Detailed description of the OS processes per scenario will be found in the Branch Escalation Note Scenarios section.

Issue	#	Scenario Description	Branch Escalation?
Address Confirmation	5	Incorrect collection address or GPS pin location	YES
Driver	13	Restaurant closed (driver arrives late/after CAT)	YES
Restaurant	15	Order not ready	YES
	16	Incorrect order prepared	YES
	17	Restaurant closed (driver arrives early/before CAT)	YES
	18	Item substitution: restaurant unable to fulfill the complete order due to missing items out of stock	YES
	19	Restaurant (or customer) has cancelled order	YES
Customer	22	Customer refusing order (including liquor orders)	YES
Customer	23	Customer doesn't have valid identification for liquor order	Yes
Miscellaneous	27	Cashup Adjustments	YES
	28	Menu changes at Restaurant	YES
	29	Potential Fraud	YES

Issue	#	Scenario Description	Branch Escalation?
Order Assign	1	No Driver allocated by Promised Delivery Time (PDT); ie. no driver available	NO
	2	Driver accepts order, but cannot execute order collection	NO
	3	Drivers unable to be assigned to an order	NO
Address Confirmation	4	Driver cannot find restaurant/collection address (driver lost)	NO
Address Confirmation	6	Customer delivery location incorrect: (1) GPS pin location incorrect (2) Delivery address incorrect (3) Location outside delivery polygon (4) Alternative address details provided by customer in the delivery notes	NO
Driver	7	Driver Delay - Vehicle breakdown or flat tyre (en route to Restaurant)	NO
	8	Driver Delay - Vehicle breakdown or flat tyre (en route to Customer)	Yes
	9	Driver delay (late arrival upon collection)	NO
	10	Driver Delay (late arrival upon delivery)	NO
	11	Driver Delay - Traffic	NO
	12	Driver Delay - Bad Weather	NO
	14	Driver held up at security	NO
Restaurant	13	Restaurant busy with order	NO
Customer	21	Customer does not have enough cash to pay for their COD Order	NO
	22	Customer not present	NO
	24	Customer requests: * scripted by customer in the delivery notes (1) Alternative address details (2) Additional menu items (3) Delivery at a specific time	NO
Branch \| OS Feedback Channels	25	OS providing Feedback to Branch (Branch follow-up on previously escalated issue)	NO
Branch \| OS Feedback Channels	26	Branch providing Feedback to OS (e.g. problem resolution since escalation)	NO

Branch Escalation Note Scenarios

#	Scenario Description	Branch Escalation?	TDT Hub Process	How to Initiate a Note (Branch)	OS Agent Action
Order Assigned
1	No Driver allocated by Promised Delivery Time (PDT); ie. no driver available	NO	If no driver is assigned by TDT, the OS agent will be required to do the following: • Inform branch via the Branch Dashboard system notes that order has been cancelled due to drivers not being assigned • OS agent may request operational feedback via the Branch Dashboard system notes *(non-escalated)* *NOTE:* Loss as a result will be for the branch franchisees account, pending subsequent investigation.	No Driver Available::No driver available to accept the order	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #1 Section 2.2 Branch Notes & Escalation Support.”
2	Driver accepts order, but cannot execute order collection	NO	Driver will need to opt out of order by selecting the *“cannot complete collection”* failed reason. This order will then automatically be reassigned to the next available driver.		OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #2 Section 2.2 Branch Notes & Escalation Support.”
3	Drivers unable to be assigned to an order	NO	No escalation to OS agent(s) required. Branch is required to check that these specific drivers are COD-enabled (if a cash order is unable to be assigned), as well as the drivers device meeting the minimum device spec's as per SOP. One this check has been done and the issue persists, the branch must log a ticket with tech support, providing all the necessary details (ie. order number, driver name as per system, device type, network provider, etc.) for tech to investigate and resolve soonest.		OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #3 Section 2.2 Branch Notes & Escalation Support.”
Address Confirmation
4	Driver cannot find restaurant/collection address (driver lost)	NO	Driver contacts their branch for assistance and additional directions. If branch is unable to assist and navigate the driver in getting to the correct collection restaurant/address provided, the branch must instruct the driver to (non-final) fail the order on his handheld device, using the reason code *“cannot find address”. Once failed, the order will then be automatically reassigned to another driver to attempt collection for delivery. The branch will be required to make a Branch Dashboard system note (non-escalated)* to inform OS agents of the potential delays in the event that a customer contacts CS to enquire on their order.	Lost (En Route to Restaurant)::Order was failed and will be reassigned as driver was unable to locate restaurant , please inform customer of delay	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #4 Section 2.2 Branch Notes & Escalation Support.”
5	Incorrect collection address or GPS pin location	YES	Driver must go to the GPS pin location provided and check the collection address provided. If the restaurant cannot be found, the driver must inform their branch who will be required to cancel the order (“fail permanently”) on the Branch Dashboard. *NOTE:* Branch will be required to log a system note *(escalated)* on the Branch Dashboard to inform OS agents of the action (failed order). *IMPORTANT:* In the event where an order is failed incorrectly, any food loss will be for the branch franchisees account pending investigation.	Incorrect Collection Address::Order has been failed as driver was provide with incorrect collect address. Please suspend restaurant, escalate to RS and inform customer of delay	OS Agent P2P response: ““Thank you for bringing this to our attention. We will investigate this promptly” Action: 1. Review - Check if restaurant address on MP corresponds to address on google - Check the order tracking on Admin to see if driver failed at restaurant GPS location - Check previous order collection points on MP for restaurant If collection point is correct ( ie previous successful collections from location) or driver did not fail the order at the restaurant GPS location: - Inform branch via P2P “Successful collection from restaurants GPS location today or within the past few day, incorrectly failed order” or “incorrectly failed order as driver was not at GPS location” - Log a driver complaint using Complaints and Compensation Guidelines.Add screenshots of wither the successful orders for the day or driver GPS location upon failing If collection point is incorrect: - Suspend the restaurant follow the Suspending Restaurants SOP, ensure you escalate to Menu Team - Inform Branch via P2P “Restaurant has been suspended pending update to address to lift suspension” 2. Call Customer - Call the customer and inform them that order had to be cancelled as restaurant provided incorrect collection address,inform the customer they will have to order from a different restaurant - Compensate the customer in line with the Complaints and compensation guideline - Complete Financial Exception
6	Customer delivery location incorrect: (1) GPS pin location incorrect (2) Delivery address incorrect (3) Location outside delivery polygon (4) Alternative address details provided by customer in the delivery notes	NO	Driver must go to the GPS pin location provided, initiate the virtual doorbell, and check the delivery address provided. If the customer cannot be found or contacted, or the customer delivery address is >500m from the original pin location, the driver must inform their branch who will then instruct the driver to fail the order on their handheld device using the reason code “customer not available”. The driver must fail the order at the original GPS pin location provided. IMPORTANT:* In the event where an order is failed incorrectly, any food loss will be for the branch franchisee account pending investigation. *NOTE:* Branch to note down the action using the Branch Dashboard system notes *(non-escalated)* for the OS Agents. *In very few cases, customers select a GPS location inside the delivery polygon while their actual location is outside the delivery polygon (a mismatch of the address text and the GPS location).	Incorrect Delivery Address::Address provided was incorrect or outside delivery polygon. Driver is at GPS Location. CS to contact customer to re-inject order using the correct address.	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #6 Section 2.2 Branch Notes & Escalation Support.”
Driver Delays
7	Driver Delay - Vehicle breakdown or flat tyre (en route to Restaurant)	NO	Driver will need to opt out of order by selecting the *“vehicle breakdown”* (non-final) failure reason. This order will then automatically be reassigned to the next available driver. Driver will be required to contact their branch about their breakdown, as well as log out of their TDT Driver PaLM app, until their vehicle issue has been resolved.	Flat Tyre/Break down(En Route to Restaurant)::Delay due driver break down	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #7 Section 2.2 Branch Notes & Escalation Support.”
8	Driver Delay - Vehicle breakdown or flat tyre (en route to Customer)	YES	Step 1: Driver must contact their branch to inform of the breakdown and their current location. Step 2: Branch must freeze the order and remove the existing driver from the order, using the Branch Dashboard to make a system note *(non-escalated)* of the issue; the order must then be completed manually, providing the reason for this action (e.g. vehicle breakdown). Step 3: Branch must call a new driver to complete the order; original driver will be required to log out of their TDT Driver PaLM app and provide the new driver with the location of the old driver where the food will need to be collected. Step 4: The Branch must provide the new driver with the following details pertaining to the delivery of the order: • order details • customer name & contact number • delivery address • any special delivery notes Step 5: The Branch can take a screenshot of the order details on the Branch Dashboard to send to the new driver which will clearly show all the necessary delivery details. Step 6: New driver must inform branch once the order has been successfully completed in order to force complete the delivery on the Branch Dashboard system, assigning the final driver that completed the order. *NOTE:* Original driver must report back to the branch as soon the vehicle is operating for vehicle inspection. Only once this has been done can the driver log back into the TDT Driver PaLM app. *IMPORTANT:* In the event where the order is delivered late, any food loss as a result will be for the branch franchisee account pending investigation.	Driver Delay - Flat Tyre/Break down(En Route to Customer)::Possible delay due to <Branch to insert reason> Please notify customer. OR Driver Delay - Flat Tyre/Break down(En Route to Customer)::Possible delay due to <Branch to insert reason>, There are no available drivers to be assigned to this order. Please notify customer and advise how to proceed.	Scenario 1:(driver assigned) OS Agent P2P Response: "Noted thanks for informing us" Action: 1. Contact Customer - Apologize and inform them of a delay due to the vehicle breakdown and inform them a new driver has been assigned - Ensure there is a zendesk ticket linking the outbound call to customer with the Order ID - Leave note in the internal comments section on Admin Scenario 2: (no driver assigned) OS Agent P2P Response: "Noted we will cancel the order and inform the customer" Action 1. Contact Customer - Apologize and inform customer of situation and why we have to cancel the order Cancel Order - Compensate the customer for the order with an additional free delivery coupon. - Ensure there is a zendesk ticket linking the outbound call to customer with the Order ID 2. Complete After Call actions - Complete financial exception on order - Leave notes in the internal comments section of the order detailing issue and compensation - Log a driver complaint
9	Driver delay (late arrival upon collection)	NO	Driver to proceed with the collection of the order quickly and professionally, following the standard tasks/actions to be completed and checked at the restaurant. No escalation notes must be logged on the Branch Escalation Dashboard.	Lost (En Route to Restaurant)::Order was failed and will be reassigned as driver was unable to locate restaurant , please inform customer of delay	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #9 Section 2.2 Branch Notes & Escalation Support.”
10	Driver Delay (late arrival upon delivery)	NO	Driver to proceed with the delivery of the order quickly and professionally, following the standard tasks/actions to be completed and checked at the customer. NO escalation notes must be logged on the Branch Escalation Dashboard.		OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #10 Section 2.2 Branch Notes & Escalation Support.”
11	Driver Delay - Traffic	NO	Driver to proceed with the collection/delivery as per normal, as quickly and professionally as possible. NO escalation notes must be logged on the Branch Escalation Dashboard.	Driver Delay Traffic::Please note delay was due to traffic	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #11 Section 2.2 Branch Notes & Escalation Support.”
12	Driver Delay - Bad Weather	NO	Driver to proceed (with caution) with the collection/delivery as per normal, as quickly and professionally as possible. NO escalation notes must be logged on the Branch Escalation Dashboard.	Bad Weather::Please note delay was due to weather conditions	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #12 Section 2.2 Branch Notes & Escalation Support.”
13	Restaurant closed (driver arrives late/after CAT)	YES	Driver is required to notify their branch that the restaurant is closed upon arrival. Branch will advise the driver to fail the order collection using the *"business closed"* failure reason. *NOTE:* Branch must log a Branch Dashboard system note *(escalated)* to inform OS agents of the action, who in turn can manage the customer. *IMPORTANT:* In the event where the driver is late for the order collection and the restaurant has closed, any food loss as a result will be for the branch franchisees account pending investigation.	Restuarant Closed-Driver Delay::Driver arrived at restaurant after operating hours. Please inform customer that the order has been cancelled and advise how to proceed	OS Agent P2P Response: We are on it thank you for informing us Action: 1. Contact Customer - Apologize and inform the customer that the restaurant was closed upon driver arrival - Ensure there is a zendesk ticket linking the outbound call to customer with the Order ID - Compensate the customer in line with Complaints and compensation SOP 2. Complete After Call Notes - Complete financial exception on order - Leave notes in the internal comments section of the order detailing issue and compensation - Log a driver complaint if the driver arrived after CAT
14	Driver held up at security	NO	Virtual doorbell, attempt chat channels for 5min; Driver arrives at security, but is held up. • Virtual doorbell to be activated on the drivers handheld device upon arrival (and after confirmation of the correct address) which will alert the customer via an in-app notifcation that the driver has arrived. • Driver attempts to contact the customer with details provided or via the in-app chat function for 5min after arrival at security. • Driver contacts branch for assistance. Branch to attempt to call customer via the number provided on the Branch Dashboard. If the branch and driver are unable to make contact with the customer for delivery resolution, the order must be failed using the failure reason code *"customer not available"* order and add a non-escalated note on the Branch Dashboard System to inform OS agent(s) of the order failure reason. *NOTE:* Branch to inform OS agents of the action using the Branch Dashboard system notes *(non-escalated). Driver will be required to logout of their TDT Driver PaLM app and return the (full) failed order back to their branch. IMPORTANT:* In the event where an order is failed incorrectly (eg. not at the GPS pin location provided), any food loss will be for the branch franchisees account pending investigation.	Driver held up at security::Please note delay was due to driver being held up at security	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #14 Section 2.2 Branch Notes & Escalation Support.”
Restaurant
15	Order not ready	YES	Driver arrives at restaurant on or before Collection Arrival Time (CAT), but is given the food order late, or the restaurant still needs to prepare the order. Driver must wait for the order to be completed and handed over. If the order is not ready 60mins after CAT, the driver must immediately escalate the issue to their branch. • Branch informs OS agents of the delay via the Branch Dashboard system notes (escalated) that their driver will be instructed to fail the order due to restaurant delay exceeding CAT+60min • The branch will be allowed to instruct their driver to fail the order using the reason code “ordered items not available” on or after CAT+60min *IMPORTANT:* the branch is not to escalate any communication to OS agents before CAT+30min, while attempting to resolve the issue behind the delay themselves with their driver.	Restaurant Delay - Order Not Ready::Please contact Restaurant and advise how to proceed	Review Order Check order details to determine if order was escalated within the SOP time of CAT+60 Check the tracking tab to check if a food is ready timestamp has been used OS Agent P2P Response : Escalated Early: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #14 Section 2.2 Branch Notes & Escalation Support.” Escalated Correctly: “Thank you for the feedback, the customer will be informed and resolved regarding the failed collections” Food is ready: “Thank you for the feedback, the restaurant has confirmed that the food is prepared and ready to be collected from (Time)XXXXXX please ensure that the driver is at the restaurant and collects the order. The driver should provide the first name and first letter of the surname of the employee who is indicating that the order is not ready” OR 3.2 Contact the Restaurant Confirm that the DFD order is ready for collection, provide them with the drivers name in store in order Leave a note with the branch informing them that the order is ready Contact the driver if the restaurant is unavailable
16	Incorrect order prepared	YES	Drivers are expected to check all orders in FULL as per the order on the handheld device. If incorrect order caught at the point of collection and handover, the driver must wait for the order to be corrected. • Driver should notify their branch of the delay and the time needed by the restaurant to prepare the correct order • If order is ready within CAT +15min, driver must wait for the order to be corrected and continue as normal • If order takes longer than CAT +15min to fix, branch (and driver) should follow the process flow detailed in the Order Not Ready scenario above. *IMPORTANT:* the branch is not to escalate any communication to OS agents before CAT +15min, while attempting to resolve the issue behind the delay independently with their driver.	Restaurant Delay - Incorrect order prepared::<Branch to insert reason> Please contact restaurant and advise how to proceed	Follow order not ready process
17	Restaurant closed (driver arrives early/before CAT)	YES	Driver is required to notify their branch that the restaurant is closed upon arrival. Branch will advise the driver to fail the order collection using the *"business closed"* failure reason. *NOTE:* Branch must log a Branch Dashboard system note *(escalated)* to inform OS agents of the action. *IMPORTANT:* In the event where the driver is late for the order collection and the restaurant has closed, any food loss as a result will be for the branch franchisees account pending investigation.	Restuarant Closed-Restaurant Delay::Restaurant is closed for business, Order failed, please notify customer	OS Agent P2P Response: We are on it, and will revert back shortly with feedback Action: 1. Investigate - Confirm restaurant trading times on marketplace - Check Order tracking details on admin and determine if a driver complaint should be logged using the complaints and compensation SOP - Suspend restaurant with BTT of next day if there trading times on market place indicate they are still open - Log a driver complaint if the order was incorrectly failed 2. Leave Note on Admin Leave a note on admin that the store was closed and the driver was instructed to fail the order 3. Complete the financial exception on admin. Complete the customer and restaurant resolution sections
18	Item substitution: restaurant unable to fulfill the complete order due to missing items out of stock	YES	FOOD ITEM(S) OUT OF STOCK If ordered food items are missing or unavailable (ie. out of stock) at the point of collection and handover, the driver will be required to alert their branch, who must immediately escalate the OS agents via the Branch Dashboard system notes *(escalated)* for resolution feedback. If no clear resolution is received by the branch from an OS agent 15min after the issue has been escalated (EOS+15min), the branch will be allowed to instruct their driver to fail the order using the reason code *“ordered items not available”. BEVERAGE ITEM(S) OUT OF STOCK* If ordered beverage items are missing or unavailable (ie. out of stock) at the point of collection and handover, the beverage may be substituted by the restaurant with a similar alternative without the driver failing the order. eg. Coke for Sprite; Apple juice for Orange juice. If a suitable substitution cannot be provided by the restaurant, he driver will be required to alert their branch, who must immediately escalate the OS agents via the Branch Dashboard system notes *(escalated)* for resolution feedback. If no clear resolution is received by the branch from an OS agent 15min after the issue has been escalated (EOS+15min), the branch will be allowed to instruct their driver to fail the order using the reason code *“ordered items not available”. NOTE:* Driver should be prepared to explain the drink substitution to the customer upon delivery, and to inform their branch if deemed necessary.	Restaurant Delay - Items OOS::The following item(s) are OOS<Branch to insert OOS items> Please contact customer and advise how to proceed with order	OS Agent P2P Response: - Scenario 1 - Branch Notes includes OOS items and substitutes: "I am on it. Standby for feedback." - Scenario 2 - Branch Notes DOES NOT include OOS items: " I am on it. Please advise which items are OOS and provide a list of possible substitutions if available." Action: 1. Call Restaurant ( Only applicable in Scenario 2 ) - Once you have responded to the branch on P2P, immediately attempt to make contact with the Restaurant to find out what is OOS and ask the Restaurant to provide a list of possible substitutes. 2. Call Customer - Inform Customer of OOS items and ask they would like to substitute the items OR proceed with delivery and be compensated for OOS OR cancel the order - IF customer would like a substitution, call the restaurant and advise them of the Customers substitution choice. - Ensure there is a Zendesk ticket linking the outbound call to customer and restaurant. Ensure that ticket indexing is correct and there is an Order ID, Restaurant ID and internal notes left 2. Inform Branch - Inform branch of the action to take 3. Complete the financial exception & Notes on admin. - Complete the customer and restaurant resolution sections - Ensure you leave internal comments on the resolution taken even if there is no financial exception -Remember to HIDE OOS items from marketplace Missing items due to out of stock NB ONLY FOR CASH ORDERS 1. Call Customer Call customer,inform them of the OOS items and that you want to replace the order for them without the missing items and confirm if the delivery can continue without the OOS items Customer accepts replacement order without OOS items Manually Replace Order Inform branch via note stating “ instruct the driver to fail original order [Insert original order number], OS will replace order for customer ” Call the restaurant,Inform the restaurant that if the customer accepts you are going to place the same order excluding items OOS. Restaurant must not remake menu items for the replacement order Customer rejects replacement order and wants order to be delivered without OOS items If the customer pushes back and is insistent that they don't want a replacement, want the driver to collect and deliver the order without the OOS items First offer the customer a coupon to the value of the missing OOS items and request they pay the driver the full amount for the COD order if the customer accepts coupon Inform branch via note stating "Driver must collect full COD amount, customer given a coupon for OOS" If the customer rejects the coupon and does not want to pay full amount then inform them that a cash up adjustment will be made Inform branch via note stating “ Driver must collect order, cash up adjustment will be made” Escalate to OS requesting cash up adjustment to be made Customer rejects replacement order and does not want delivery to continue with order without OOS items Inform branch via note stating “ instruct the driver to fail original order [Insert original order number] customer does not want to proceed with delivery” If the customer pushes back and is insistent that they don't want a replacement and want driver to collect and deliver the order without the OOS items we will do a cash up adjustment, where
19	Restaurant (or customer) has cancelled order *Including Load Shedding escalations	YES	The driver must immediately alert their branch, who will escalate to the OS agents via the Branch Dashboard system notes *(escalated)* for resolution feedback. If no clear resolution is received by the branch from an OS agent 15min after the issue has been escalated (EOS+15min), the branch should instruct their driver to fail the order using the reason code: *“ordered items not available”. IMPORTANT:* In the event where an order is failed incorrectly, any food loss will be for the branch franchisees account pending investigation.	Restaurant cancelled or is unable to fulfill order:: Restaurant is unable to fulfill order, <Branch to insert reason> Order has been failed	OS Agent P2P Response: I am on it. Please stand-by for feedback/ further instruction. Action: 1. Call Restaurant - Contact the restaurant and find out the reason for the cancelled order. - IF The restaurant provides reasons to cancellation inform instruct the branch on action to take 2. Call Customer - Apologize for the order cancellation explain the situation and compensate according to compensation guidelines. - Ensure there is a zendesk ticket linking the outbound call to customer and restaurant. Ensure that ticket indexing is correct and there is an Order ID,Restaurant ID and internal notes left 3. Complete the financial exception & Notes on admin. - Complete the customer and restaurant resolution sections - Ensure you leave internal comments on the resolution taken even if there is no financial exception
Customer
20	Customer does not have enough cash to pay for their COD Order	NO	The driver will be required to inform their branch and fail the delivery using the reason code *“failed COD”. The driver must not give the order to the customer. The branch must leave a Branch Dashboard system note (non-escalated)* with supporting information to inform OS agents of the failed action. Any issues encountered that cannot be professionally handled, the driver must contact their branch to assist. *NOTE:* Driver will be required to log out of their TDT Driver PaLM app and return the full collected food order back to their branch.	Customer Cannot fulfill COD Order::Customer does not have sufficient cash, order has been failed	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #19 Section 2.2 Branch Notes & Escalation Support.”
21	Customer not present	NO	Driver arrives at the customer (correct delivery address), but the customer is not available. • Virtual doorbell to be activated on the drivers handheld device upon arrival (and after confirmation of the correct address) which will alert the customer via an in-app notifcation that the driver has arrived and is outside. • Driver attempts to contact the customer with details provided or via the in-app chat function. • Driver contacts branch for assistance and additional directions. Branch to attempts to call customer via the number provided on the Branch Dashboard. If the branch and driver are unable to make contact with the customer for delivery resolution, the order must be failed using the failure reason code *"customer not available"* order and add a non escalate note to OS informing of the order failure. *NOTE:* Branch to inform OS agents of the action using the Branch Dashboard system notes *(non-escalated). Driver will be required to logout of their TDT Driver PaLM app and return the (full) failed order back to their branch. IMPORTANT:* In the event where an order is failed incorrectly (eg. not at the GPS pin location provided), any food loss will be for the branch franchisees account pending investigation.	Customer not Present::Driver at GPS Location, unable to contact customer, order has been failed	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #20 Section 2.2 Branch Notes & Escalation Support.”
22	Customer refusing order (including liquor orders)	YES	The driver will be required to notify their branch who will advise on what action must be taken. The driver will be should fail the delivery using the reason code *“not accepted by customer”. The driver or branch must politely ask the customer to contact the Mr D Food CS to report the refusal incident and associated reasoning. IMPORTANT:* Prior to the failure being executed on the drivers handheld device, the driver must notify their branch, who will make a Branch Dashboard system note *(escalated)* to inform the OS agents of the issue. *NOTE:* Driver will be required to log out of their TDT Driver PaLM app and return the (full) failed order back to their branch.	Customer Refusing Order::< Branch to insert reason for refusal to accept order>	OS Agent P2P Response:I am on it. Thank you for informing us we will investigate. Duplicate Order OS Agent P2P Response: Hi, Confirming that the order is a duplicate stand by for feedback Action: 1. Call Customer - Call the customer to understand issue or request drivers number from branch to contact customer via driver - Resolve the customer complaint and using the complaints and compensation SOP as a guideline - Ensure there is a zendesk ticket linking the outbound call to customer and restaurant. Ensure that ticket indexing is correct and there is an Order ID,Restaurant ID and internal notes left - If the branch or Driver did not follow their SOP be sure to escalate the matter to the DC team for a Driver Complaint to be logged 2. Inform Branch -Inform branch of the action to take and resolution with customer 3. Complete the financial exception & Notes on admin. - Complete the customer and restaurant resolution sections - Ensure you leave internal comments on the resolution taken Duplicate Order Actions Confirm that order is a duplicate on admin Order IS a duplicate Inform branch to fail order “ Driver may fail the order Mr D CS to refund the customer in full” Complete Exception and refund the customer in full Order Is NOT a duplicate Follow normal customer refusing the order process as stated above
23	Customer doesn't have valid identification for liquor order	Yes	Driver to fail the liquor order selecting “not accepted by customer” reason code. Driver must inform the branch that the liquor order was failed due to customer being underage or not being able to provide an ID for verification. Branch will be required to notify OS and leave a escalated note note on the dashboard system as a point of reference for the reason of failure. In any instance where a liquor delivery is failed, the driver must immediately return to their branch to hand over the order to the manager on duty.		OS Agent P2P Response: Thanks for raising customer will be blacklisted Action: 1.Blacklist Customer -Blacklist the customer on Admin using the reason “Hoax Order Customer ” -Leave notes stating the reason for blacklisting “Customer did not have identification to accept liquor order and could not prove they aren not underage” 2.Admin -Leave internal notes on admin stating reason for failure. 3.Call Customer -Call Customer and inform them of reason for blacklisting -If the customer disputes blacklisting and wants to be unblacklisted refer to the Tl/2IC on duty
24	Customer requests: * scripted by customer in the delivery notes (1) Alternative address details (2) Additional menu items (3) Delivery at a specific time	NO	Speical requests left by customers in the delivery notes cannot be accommodated. Driver to proceed as per the normal delivery process (refer to scenario 5 in the table). Driver must go to the GPS pin location provided, initiate the virtual doorbell, and check the delivery address provided. If the customer cannot be found or contacted, or the customer delivery address is >500m from the original pin location, the driver must inform their branch who will then instruct the driver to fail the order on their handheld device using the reason code “customer not available”. The driver must fail the order at the original GPS pin location provided. IMPORTANT:* In the event where an order is failed incorrectly, any food loss will be for the branch franchisee account pending investigation. *NOTE:* Branch to note down the action using the Branch Dashboard system notes *(non-escalated)* for the OS Agents.	Customer special request::Customer requested the following in addition to their order <Branch to insert the customers request>	OS Agent P2P Response: “Thank you for the feedback however, kindly note that this issue should be a non escalated note as per scenario #23 Section 2.2 Branch Notes & Escalation Support.”
25	Customer under the influence of alcohol or drugs (liquor orders)	YES	The Driver must inform their hub that the customer seems to be under the influence of alcohol or drugs. Hub will be required to notify OS and leave an escalated note on the branch dashboard system and await feedback. If no feedback resolution is received from OS within 15min of EOS, the hub can instruct the driver to fail the liquor order using the “not accepted by customer” reason code. If a driver is in danger due to the customer/recipient being under the influence of alcohol or drugs, the driver should fail the order using the “not accepted by customer” reason code and immediately notify their hub. The hub will be required to notify OS and leave an escalated note on the branch dashboard system as a point of reference. NOTE: In any instance where the liquor delivery is failed, the driver must immediately return to their hub to hand over the order to the manager/supervisor on duty.	Recipient under the influence:: <Branch to insert reason for non-handover of order>	OS Agent P2P Response: “ Please ensure that the Driver follows their SOP before failing the order i.e Doorbell was activated and the order is failed at the Customers GPS location - Driver is to return to the Shop and handover the goods” Resolve Customer Complete the Customer side of the exception Compensate the Customer immediately and send the Customer the confirmation of Credit wallet macro Escalate to RS Escalate the Shops failed delivery to RS Determine if a driver complaint should be logged If the Driver did not follow their SOP, escalate the complaint to the DC team.
Branch \| OS Feedback Channels
26	OS providing Feedback to Branch (Branch follow-up on previously escalated issue)	NO	Wait for OS response to initial escalation. Leave non-escalated subsequent notes for points of reference, if required, as OS agents will still have visibility on these via the Branch Dashboard. e.g. Reference Notes: "Order has been delivered" or "Security got hold of customer"	Branch Follow up::Please provide feedback to initial EOS <Branch to insert any additional comments>	P2P response: Provide feedback to inital EOS note
27	Branch providing Feedback to OS (e.g. problem resolution since escalation)	NO	Wait for OS agent(s) to respond to initial escalation. Leave non-escalated subsequent notes on the Branch Dasboard System as points of reference, if required (for post investigation purposes), as OS agents will still have visibility on these via the Branch Dashboard.	Feedback::<Branch to inset feedback here>	P2P response: Thank you for informing us
Miscellaneous
28	Cashup Adjustments	YES	Escalate to OS with full details	Cashup adjustments::<Branch to inset details of cash up escalation>	OS Agent P2P Response:Thank you for bringing this matter to our attention. I have escalated this to the relevant party/ team who will action this accordingly/ investigate further. - Add cashup to the COD amendments sheet
29	Menu changes at Restaurant	YES	Escalate to OS with full details	Menue Changes::<Branch to insert details of Menue changes>	OS Agent P2P Response: Thank you for bringing this matter to our attention. I have escalated this to the relevant party/ team who will action this accordingly/ investigate further. Action: - Hide menu items and follow Menu Change SOP
30	Potential Fraud	YES	Escalate to OS with full details	Potential Fraud::<Branch to insert details of Potential fraud>	OS Agent P2P Response:Thank you for bringing this matter to our attention. I have escalated this to the relevant party/ team who will action this accordingly/ investigate further. Action: - Investigate customer for potential blacklisting,using the Customer Blacklisting SOP as a guideline - Inform branch of findings or action taken
31	Driver Strikes	YES	Escalate to OS advising that the order is unable to be delivered due to strike action - OS will cancel the order on their end.	Driver Strikes::<Branch to insert details of Driver Strike>	OS Agent P2P Response: Thank you for bringing this matter to our attention. I will be in contact with the Customer to advise them of the issue at hand. We will be canceling the order on our end - The branch needs to inform OS via ops.analysts@mrd.com if the branch would like to be disabled. Action - Contact the Customer and advise that their order will not be delivered due to unrest in the area and you will be issuing them with a refund - Search on Zendesk for any inbound contacts from the Customer and merge the tickets with your call ticket.

Groceries

More Bags

YES

Escalate to OS with full details

Cashup adjustments::<Branch to inset details of cash up escalation>

OS Agent P2P Response:

Thank you for bringing this matter to our attention. I have escalated this to the relevant party/ team who will action this accordingly/ investigate further.

- Add cashup to the COD amendments sheet

Order is missing from the collection shelf

YES

Driver arrives at the PNP store security, but the order is missing. Driver must request that PNP security informs PNP supervisor to assist:

The driver must immediately notify their hub of the issue while allowing PNP an attempt to resolve;
Hub must log a Branch Dashboard system note (escalated) to inform OS Agents of the issue on the ground (in order to manage the customer in the event that the order is failed);
At POA_C + 10mins, the hub can instruct their driver to fail the order using the reason code “ordered items not available”, if the issue has not been resolved by PNP by this time.

(1) Feedback:: Order is missing from the collection shelf.

(2) Feedback:: Order was taken by another driver by mistake.

OS Agent P2P Response:

TL/2IC Branch Note Performance Monitoring

TL/2IC will receive the OS Notes email on a daily basis. This report provides a detailed breakdown of hourly agent performance in resolving tiles.
TL/2IC will be required to give feedback on the lowest performers in the weekly Weekly OS Agent Performance Review

Receive Daily Report

Report will contain all OS agents who completed tiles
TL must only focus on the agents who’s task coverage is “Tiles(OS)”
TL to use the average tiles per hour to measure performance

Identify agents who have a low average tiles handled per hour

TL/2IC should investigate and provide feedback on permanent agents who with an average of lower than 10 notes per hour and Flexi agents who have an average of lower than 15 notes per hour
Team leaders are required to go back to agents with low averages and provide feedback in the sheet as to why the agents performed below expectation for the day
Team Leaders should also provide individual recognition to the agents who surpassed the expectation of average tiles handled

Complete columns w-z on sheet

Feedback

State whether you are providing coaching or recognition for good performance for the agent

Shift

Select whether the agent was on shift for the whole day or half the day. This is important in understanding the agents performance relative to others

Notes

Leave notes detailing why the agent performed below expectation. Highlighting any key internal or external issues that may have affected performance

TL/2IC Name

Insert name

Tiles SOP V2.2

Overview

Overall Tile Notes

What is a Branch Escalation

Take Note:

Tiles - Basic Process

Investigate the Issue

Provide Feedback to the Branch

Summary Of Branch Note Escalation Scenarios

Branch Escalation Note Scenarios

#

Scenario Description

Branch Escalation?

TDT Hub Process

How to Initiate a Note (Branch)

OS Agent Action

Order Assigned

Address Confirmation

Driver Delays

Restaurant

Customer

Branch | OS

Feedback Channels

Miscellaneous

TL/2IC Branch Note Performance Monitoring

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