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Driver Error Compensation SOP V5.3

TAKEALOT

 

Overarching Principles:  

1.General Driver Error Principles

1 General Customer Response Rules
  • Read (from the beginning of the thread), understand and comprehend what the customer is requesting
  • Review all contacts from the customer related to the order to get a full context
  • If customer query is unclear call the customer 
  • Apply the necessary macro, classify the ticket appropriately and link the order number where applicable
  • Amend the macro to specifically cater to what the customer is querying
  • Remove any unnecessary information from the macro before sending to the customer
  • Ensure every communication sent to the customer works to resolving the query received from the customer
  • Always evaluate the profile using guidance of the complainer SOP
  • If a Customer complains about an order 48 or more hours later, apply the 48 hour Complaints Macro and do not provide any compensation:
    • If the complaint is due to a critical escalation, foreign object or food poisoning and it is outside of 48 hours - continue with Standard Operating Procedure.
    • If the Customer is an FTB, follow normal compensation guidelines.
2 Resolving Exception
  • IF compensation is provided for a clear driver or customer related error the 1st agent resolving the customer side resolution of the exception is responsible for ALSO resolving the restaurant side of the exception as FULL PAYMENT to the restaurant.
    • UNLESS: The order has a driver AND restaurant related error.
      • E.g. compensation is provided due to driver being rude and missing items 
      • E.g. compensation is provided due to driver been late and a NWIO complaint
3 General Compensation Guideline and Methodology Ranking

Credit Wallet

  • All refunds for affected items should be provided using the Credit Wallet

Coupon

  • All additional compensation for inconvenience cause AND 
  • Free delivery coupons 
    • Free delivery coupon= Delivery/service fee paid by the customer 
  • All coupons must be created in the exception related to the order

Replacements

  • Replacements must only be provided to orders Greater than R50
4 Customer Push back
  • The goal is to be customer centered and navigate the query case by case, considering that sometimes customers can be at fault.
  • If uncertain, provide TL/2IC with what you believe would be the best resolution and they will approve or disapprove (Disapproval will be followed with a solution from the TL/2IC)
5 Credit Wallet Payout/Refund

If customer requests for a wallet payout

  • Guide the customer on requesting a payout via the app
  • All payout requests initiated from admin on behalf of the customer must be approved by the MOD
6 POPI Customer Verification

When inbound contact is made by a customer related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.

All security vetting questions related to inbound and outbound customer contacts can be found in the POPI FOOD CS SOP
7 Marked Delivered not Received
  • Do not compensate the customer if a complaint is received 3 hours or more after the order was marked delivered (All hubs)
  • Do not compensate the customer if they have 3 or more MDNR complaints that were compensated for in the last 3 months
8 Compensation Caps
  • All compensation above R300 must have MOD approval 
  • When completing the Zendesk ticket a drop down will present itself on for an Agent to select MOD Escalation required or not required, if an MOD escalation is required the Agent will have to select the relevant MOD’s name who has authorized the compensation.

     

2. Driver Error Checklist


Driver Complaints General Checklist:
Agent task Checklist Why?
Check the customer's profile To see customer's complaints behaviour and order history
Review app rating comments Check customers app ratings comments on admin or zendesk
Check the orders General Info in Admin To see the order date, hub, restaurant and internal comments left by other agents
Check the orders Order Details in Admin What did the customer order? Did the customer leave any notes?
Check the orders Tracking in Admin Look at the timestamps promised and timestamps from the driver?
Check the orders Map in Admin Where does the driver tracking show us? Where was the order collected and delivered?
Check the orders Exceptions in Admin Was an exception created and completed?
Check the orders Technical in Admin Was a driver assigned?
Check the orders Notes in Branch Dashboard What is the communication between Branch and OS? Are the notes escalated or non-escalated?
Check the orders Audit Log in Branch Dashboard How many drivers could have been involved with this order?
Check the orders Images in Branch Dashboard Is the POC image visible, clear? Was it sealed? Can we see drinks?
Check the Driver Chat What did the driver say to the customer?

 

3. Driver Error Compensation Guidelines

 

 

Customer Service Complaints & Compensation

Issue Secondary Issue Order Situation Customer Compensation and resolution (Ranked)
CS Poor Service  

•R15 Coupon

•R35 Coupon

•R50 Coupon
App/Product Payment (payment taken no order delivery possible)  

Apologise:

  • Credit Wallet
  • Free Delivery Coupon
Throttling   Apologise to the customer and explain why it is that Mr D Food takes this approach and that it is in the best interest of the customer - NO compensation required
Critical Escalations     All these cases MUST be escalated to the Social Media team.

 

Escalating to the DC Team:

*NB Do not escalate to the DC team for a complaint to be logged when there is a missing drink from a KFC store.

Step 1: Apply the DC Escalation Macro.

Step 2: Add the date the order was placed.

Step 3: Add the order number.

Step 4: Add a detailed description of the complaint. 

Step 5: Attach any images necessary for the complaint to be successfully billed. 

 

 

Driver Error Compensation
Marked Delivered not Received
Issue Order Situation Customer Compensation and resolution (Ranked) Investigation & Escalation
Marked Delivered not Received
 
 

Sequence of events:

  1. Order was marked delivered.

AND

  1. The Customer complained, initially saying that the order had not yet been delivered.

AND

  1. The Customer informs us that the order was eventually delivered.

Apologise to the Customer. 

Customer Pushback:


Provide a Free Delivery coupon ONLY.

Investigation Decision Tree OPEN LINK to DECISION TREE

**In cases where the customer calls in and 15 mins have not passed yet, let them know you will escalate it to the driver management team (OS) to further investigate and try to reach out to the driver. 

 

An escalation to the DC team is required for all MDNR/Early POD complaints.

Escalation to the DC Team:
  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
    1. Be sure to be specific about the type of MDNR/Early POD when escalating to the Driver Complaints Team 
  5. Attach an image of where the Driver had marked the order as delivered.
  6. Submit Ticket as open.

Sequence of events:

  1. Order was marked delivered.

AND

  1. The Customer complained initially saying that the order had not yet been delivered.

AND

The Customer informs us that the order was eventually delivered 45 mins or later after the driver had marked the order as delivered prematurely.

Apologise to the Customer. 


Provide a Free Delivery coupon ONLY.

Sequence of events:

  1. Order was marked delivered.

AND

  1. The Customer complained saying the order was still not delivered.

AND 

  1. 15 mins or more has lapsed and the order has still not been delivered as confirmed by the customer telephonically.

Apologise to the Customer.

 

  • Provide a Full Refund 
  • Provide an additional Free Delivery coupon.
Food Failed Deliveries Compensation 
Failed Delivery

Sequence of events:

  1. The order has a status of Failed_Delivery 
    1. Customer Not Present 
    2. Incorrectly Placed Order
    3. Unable to Accept Delivery 
    4. Incorrect Address
    5. Not Accepted By Customer

Compensate the Customer for the Failed Delivery based off of the criteria they fall in: 

 

FTB: 

  • Provide a full refund into the Customers Credit Wallet. 

 

1st Offence within 3 months: 

  • Provide a full refund into the Customers Credit Wallet. 

 

2nd Offence within 3 months:

  • Provide a full refund into the Customers Credit Wallet.

 

3rd Offence within 3 months:

  • Provide 50% of the customers' orders total into their Credit Wallet.

Escalation to the DC Team:

 

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Submit Ticket as open.

 

Sequence of events:

 

  1. The order has a status of Failed_Delivery
    1. Not Accepted by the Customer 
      1. Duplicate Order
    2. OR The order has a different failure reason but is due to a duplicate order as per the Customer or branch.



Refer to Appendix 6 for examples

Compensate the Customer for the Duplicate order based off the criteria they fall in:

 

Scenario Full Refund Follow Failed Delivery Compensation Guide
Same Restaurant and Same Items x  
Same Restaurant and Different Items   x

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Submit Ticket as open.
Missing Items
Missing Items

Missing Item is not a drink 

 

  1. Sequence of events:
  • The Customer complained of an item/s missing from their order.

 

  1. The collection image taken by the Driver shows that the bag was not sealed upon collection.

 

Apologise to the Customer.

 

  • No compensation to be given for complimentary condiments  ( sauces sachets, spice sachets, cutlery, serviettes )  send “Condiments Apology Macro”

 

Provide Credit Wallet to the Customer if a main or side item is missing.

 

Investigation Decision Tree

 



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. See  

** See Appendix 1.1 for examples



Escalation to the DC Team:

 

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint.
    1. Be sure to mention that the bag was not sealed upon collection.  
  5. Attach an image of the collection image on Branch Dashboard. 
  6. Submit Ticket as open.

 

The item is a Drink

 

  1. Sequence of events:
  • The Customer complained that a drink/s was missing from their order.

 

Apologise to the Customer.

  • Provide a credit wallet to the value of the affected item.

 

  • Provide a credit wallet to the value of R30 if the price for the drink is not available on admin and marketplace.

 

OR

 

  • Provide a credit wallet to the value of R30 if the price on admin shows R2 and the price of the affected item is not available on marketplace

 

  • Provide a credit wallet to the value of the affected item if the price on admin shows R2 and the price is available on marketplace.

 

 

  • Credit Wallet - Value of affected item/s 

AND

 

  • Provide an additional free delivery coupon IF Customer Pushback 

 

OR

 

  • 2 or more drinks are missing.

 

Escalation to the DC Team:

 

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the collection image on Branch Dashboard. 
  6. Submit Ticket as open.

 

Shops Failed Deliveries Compensation
Failed Delivery

Sequence of events:

 

  1. The order has a status of Failed_Delivery
  1. Customer Not Present 
  2. Incorrectly Placed Order
  3. Unable to Accept Delivery 
  4. Incorrect Address
  5. Not accepted by the Customer

The Customer is entitled to a Full refund since the goods will be returned to the Shop. DO NOT provide a full refund if it is a cash order.

The Customer is entitled to a Full refund since the goods will be returned to the Shop. DO NOT provide a full refund if it is a cash order.

 

1) Escalation to the DC Team:

 

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Submit Ticket as open.

Other Delivery Related Issues
Incorrect Order Delivered
Incorrect Order Delivered

Sequence of events:

  1. The Customer complained that they received an order that is from a different restaurant OR has a different order number on the slip.

AND 

  1. The Customer provides us with images of the incorrect order that was delivered.

 

Apologise to the Customer.

 

  • Provide a full credit wallet to the value of the affected item/s. 
    • Include the Customers Driver Tip in compensation.  
    • Include a Free Delivery Coupon.

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the collection image on Branch Dashboard. 
  6. Submit Ticket as open.

 
Mishandled/Spilled Food
Mishandled Food / Spilled Food
 
 

Sequence of events:

  1. The Customer complained that the order was spilled/ damaged and based on the Mishandled Food article, the food is still edible.

AND 

  1. The order was delivered to the customer.

AND

Images of the damaged order have been received.

Evaluate the extent of mishandling and use the Mishandled Food article as a guide on how to compensate Customers - Once determined that the item is partly damaged compensate as per the below: 

 

  • Provide a 50% credit wallet to the value of the affected item/s. 
    • Include the Customers Driver Tip in compensation. 


Provide an additional free delivery coupon. 

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the damaged order that was provided by the Customer. 
  6. Submit Ticket as open.

 

 

Sequence of events:

  1. The Customer complained that the order was spilled/ damaged but based on the Mishandled Food Article, the food is not edible.

AND 

  1. The order was delivered to the customer.

AND

Images of the damaged order have been received.

 

Evaluate the extent of mishandling and use the Mishandled Food article as a guide on how to compensate Customers - Once determined that the item is fully damaged compensate as per the below: 

 

  • Provide a full credit wallet to the value of the affected item/s. 
    • Include the Customers Driver Tip in compensation. 

 

  • Provide an additional free delivery coupon

Sequence of events:

  1. Customer complained that the order was spilled/ damaged.

AND 

  1. The order was marked delivered, but the customer rejected the order OR the order failed.

AND 

Images of the damaged order have NOT been received.

Refer to the No Image Compensation guideline to see if the Customer meets the criteria for no image compensation IF Customer meets criteria, follow the below compensation: 

 

  • Provide a full credit wallet to the value of the affected item/s. 
    • Include the Customers Driver Tip in compensation. 

 

  • Provide an additional free delivery coupon

Escalation to the DC Team is not required.

Late / Delayed Order
Late / Delayed Order
 
 

Sequence of events:

  1. Customer/ Restaurant complained about the order being late for delivery or collection. 

AND 

  1. Order was delivered less than 30 mins late.

Apologise to the Customer.

 

  • Provide a free delivery coupon.

Investigation for Late Orders and Delayed Orders

 

Go into the order number on Admin, then go to “Tracking”

 

Question 1: 

 

Is there a Cap Delay under Actual time? 

 

                AND

 

The Driver Assignment Time under “Actual Time” is later than Proof of Arrival (Collection) under “Promise to Customer”? 

 

If YES, do not escalate through to the Driver Complaints team - On the Financial Exception, classify as “Other”. No need to Escalate to RS. Complete both sides of the exception (ie Restaurant to be fully paid).

 

(FYI - Capacity delay is when the app allows more orders than drivers, knowing that we will have a driver available soon)

 

If NO, answer question 2.

 

Question 2: 

 

On “Tracking”, Is the time under “Actual time” earlier than the “Promise to Customer” for Proof of Arrival (Collection)?

 

If YES, do not escalate through to the Driver Complaints team - On the Financial Exception, classify as “Restaurant Error  - Other”. No need to Escalate Delivered orders to RS. Complete both sides of the exception (ie Restaurant to be fully paid).

 

NB! Only escalate to RS for failed collection and cancelled orders.

 

(FYI - This would be considered a Restaurant Delay due to them being too busy)

 

If NO, follow the decision tree below.





 

 

Escalation to the DC Team:

 

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the tracking information screen. 
  6. Submit Ticket as open.

 


 


 

Sequence of events:

  1. Customer/ Restaurant complained about the order being late for delivery or collection. 

AND 

  1. Order was delivered more than 30 mins late.

Apologise to the Customer.

 

  • Provide a R50 credit wallet
    • Include the Customers Driver Tip in the coupon value.

Sequence of events:

  1. Customer/ Restaurant complained about the order being late for delivery or collection. 

AND 

  1. Order was failed/cancelled.

Apologise to the Customer.

  • Provide a full refund into the Customers Credit Wallet.
  • Provide an additional free delivery coupon.

Failed collection
Failed collection
 
 

Sequence of events: Order status is a failed collection due to the below reasons 

  1. Restaurant Delay
  2. Item OOS
  3. Business Closed
  4. Loadshedding
  5. Incorrect Restaurant GPS location
  6. Any other reason 

 

AND 

 

There is a inbound query from the customer regarding the failed collection

 

Failed Collections Are Automatically Refunded to the customer when the driver or branch fails the order

 

Apologise for the failed collection

 

  • If there is a query regarding the failed collection 
  • Inform the customer of the automated full refund and provide them with a Free delivery coupon 
  • In cases where the customer pushes back and wants additional compensation escalate to a TL/2IC for approval of a higher value coupon

- Customer auto refunded 

- Exception investigated by OS
System Failures
System Failures
 

Sequence of events:

  1. The Customer complained that the order was LATE.

 

AND 

 

  1. This was due to a system failure that was communicated by the CSM/OPS.

Follow the compensation matrix for Late/Delayed orders above.

Escalation to the DC Team:

 

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the tracking information screen. 
  6. Submit Ticket as open.

 


 

Sequence of events:

  1. The order was failed/cancelled due to a system failure communicated by CSM/OPS.

Follow the compensation matrix for Late/Delayed orders above.
Driver Specific Issues
Driver vehicle breakdown
 

Sequence of events:

  1. The Customer complained that the order was LATE.

AND 

  1. We were informed that the driver’s vehicle had a breakdown.

 

AND

  1. The order was delivered.

Follow the compensation matrix for Late/Delayed orders above.

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the communication between the branch and OS from the branch dashboard. 
  6. Submit Ticket as open.

 

 

Sequence of events:

  1. We were informed that the driver’s vehicle had a breakdown.

AND

  1. The order was failed/cancelled

Follow the compensation matrix for Late/Delayed orders above.
Driver accident/robbery
 

Sequence of events:

  1. The Customer complained that the order was LATE.

AND 

  1. We were informed that the driver was in a robbery/accident by either the branch, customer or restaurant. 

 

AND

  1. The order was delivered.

Follow the compensation matrix for Late/Delayed orders above.

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the communication between the branch and OS from the branch dashboard. 
  6. Submit Ticket as open.

 

Sequence of events:

  1. We were informed that the driver was in a robbery/accident by either the branch, customer or restaurant. 

AND

  1. The order was failed/cancelled.

Follow the compensation matrix for Late/Delayed orders above.
Asking for a tip

Sequence of events:

  1. The Customer complained that the driver was asking for a tip

Apologise to the Customer.

 

  • Provide a free delivery coupon

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the communication between the branch and OS from the branch dashboard. 
  6. Submit Ticket as open.

 
Unprofessional & Rude
 

Sequence of events:

  1. The Customer complained that the driver was rude and unprofessional.

AND

  1. The order was delivered to the customer.


NOTE: Refer to the critical escalations further below to determine if this issue should be escalated to Social Team

Apologise to the Customer.

 

  • Provide a free delivery coupon

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the communication between the branch and OS from the branch dashboard. 
  6. Submit Ticket as open.

 

Sequence of events:

  1. The Customer complained that the driver was rude and unprofessional.

AND 

  1. The order was failed/cancelled.


NOTE: Refer to the critical escalations further below to determine if this issue should be escalated to Social Team

Apologise to the Customer.

 

  • Provide a full refund into the Customers Credit Wallet.
  • Provide an additional free delivery coupon.
No Change / Change Dispute

Sequence of events:

  1. The Customer complained that the driver had no change or didn’t give the customer their change back.

 

OR 

 

  1. Driver took cash but the order was a prepaid order (ie credit/eft/ wallet used)

Apologise to the Customer.

 

  • Credit Wallet to the value of dispute.  Round value up to nearest Coupon value


If Greater than R50, Talk to TL/2IC

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the communication between the branch and OS from the branch dashboard. 
  6. Submit Ticket as open.
Driver doesn’t have any Driver’s License Identification
 

Sequence of events:

  1. The Customer/Restaurant complained that the driver didn’t have their Driver’s Licence 

AND 

  1. The order was delivered to the customer.

Apologise to the Customer.

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the communication between the branch and OS from the branch dashboard. 
  6. Submit Ticket as open.

 

 

Sequence of events:

  1. Customer/Restaurant complained that the driver didn’t have their Driver’s License

AND

  1. The order was failed/cancelled.

Apologise to the Customer.

 

  • Provide a full refund into the Customers Credit Wallet.
  • Provide an additional free delivery coupon.
Not wearing branded uniform
 

Sequence of events:

  1. Customer/Restaurant complained that the driver had no HotBag.

AND 

  1. The order was delivered to the customer

Apologise to the Customer.

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the communication between the branch and OS from the branch dashboard. 
  6. Submit Ticket as open.

 

 
  1. Customer/Restaurant complained that the driver had no HotBag.

 

AND

  1. The order was failed/cancelled.

Apologise to the Customer.

 

  • Provide a full refund into the Customers Credit Wallet.
  • Provide an additional free delivery coupon.
Not wearing branded uniform
 

Sequence of events:

  1. Customer/Restaurant  complained that the driver was not in branded Takealot or Mr D Food uniform.

AND 

  1. The order was delivered to the customer.

Apologise to the Customer.

Escalation to the DC Team:

  1. Search and apply the DC Escalation Macro.
  2. Provide the date of the order.
  3. Provide the order number.
  4. Provide a description of the complaint. 
  5. Attach an image of the communication between the branch and OS from the branch dashboard. 
  6. Submit Ticket as open.

 

 

Sequence of events:

  1. Customer/Restaurant complained that the driver was not in branded Takealot or Mr D Food uniform.

AND 

  1. The order was failed/cancelled.

Apologise to the Customer.

  • Provide a full refund into the Customers Credit Wallet.
  • Provide an additional free delivery coupon.

 

Cold Food
Customer ONLY complaint is  Cold Food

Sequence of events:

  1. Order collected and delivered on time

AND 

  1. No hand over delay.

AND

  1. No Cap delay
 Apologise to the Customer.

Investigation steps to be taken:

 

  1. Check the customer's profile (Follow the customer complainer SOP)

 

  1. Go into the order on admin and go to tracking

 

  1. Check the difference between doorbell and actual proof of delivery

 - If difference > 10 minutes = Handover delay

 - If difference < 10 minutes = No handover delay

 

Once checks have been completed, take the appropriate action

Sequence of events:

 

  1. Order collected and delivered on time 

AND 

  1. Hand over delay at the customer (Doorbell - Actual POD)

AND

  1. Driver chat indicates that customer was cause of the delay

 

Sequence of events:

  1. Cap delay

AND

  1. Order collected or delivered late

Apologise to the Customer.

 

  • Provide R30 coupon

Sequence of events:

 

  1. Order collected and delivered on time

AND 

  1. Hand over delay at the customer (Doorbell - Actual POD)

AND

  1. Driver chat indicates that driver was cause of the delay

Sequence of events:

  1. Order collected and delivered on time 

AND 

  1. Hand over delay at the customer (Doorbell - Actual POD)

AND

  1. No driver chat
Customer complaint is Cold food + Late delivery (Valid)

Sequence of events:

 

  1. Order delivered late

AND 

  1. Order less than 30 minutes late

Apologise to the Customer

 

  • Follow the compensation matrix for Late/Delayed orders above. 
  • Provide additional R20 coupon

Sequence of events:

  1. Order delivered late

AND 

  1. Order less than 30 minutes late

Apologise to the Customer


  • Follow the compensation matrix for Late/Delayed orders above. 
  • Provide additional R30 coupon
Customer complaint is Cold food + Multiple Issues

  1. Sequence of events:


    1. Valid complaints

    AND


    1. Cold food complaint

Apologise to the Customer


  • Follow the relevant compensation matrix for the issue
  • Provide additional R30 coupon

 

Restaurant Errors Complaints & Compensation SOP V.1

 

Appendix 1.1 - Sealed bags examples

Sealed bags
               

 

Appendix 2 - No Image Compensation Guideline

 

Appendix 3- Additional Cases of Valid Images




 Appendix 4: Failed Collections

 

4.1 How to identify if an order is failed by a branch with or without an Escalated note?

1.

Identifying Escalated Notes

  • All escalated notes left by the branch will appear in red text
  • All non escalated notes left by the branch will appear in black text

NB* for all failed collections, the branch must send an ESCALATED note to OS informing them of the reason for failure

 

4.2 Determining who is at fault for a failed collection due to a restaurant delay

1.

Check branch Dashboard


  • Order failed without escalated note: Log a driver complaint


  • Order failed with escalated note: Investigate Delay
2.

Investigate the delay


Correctly failed restaurant delay: Order was failed at Proof of Arrival (Promised)+30 Minutes or more, driver was at the restaurant at all times and failed at restaurant

Incorrectly failed: Order was failed before Proof of Arrival (Promised)+30 Minutes AND/OR driver was not at the restaurant upon failing



  • Check the time the order was failed under the “Order logs” in the “general Info Tab of the Order”

E.g Order was failed by the driver at 18:57:12

  • Compare the time order was failed to the Proof of Arrival (promised) under the “Tracking Tab”


E.g Proof of Arrival (promised): 18:24:03


  • Calculate if order was failed at Proof of Arrival (Promised)+30 minute or more
    • Failed Order Collection Time- Proof of Collection(promised)= Restaurant Delay Time
    • 18:57:12 - 18:24:03= 33 minute delay
    • Order was failed correctly 33 minutes after promised collection

NB* if the order was failed less than Proof of Arrival (Promised)+30 minute log a driver complaint , if the order was failed 30 minutes or more after promised collection check mapping


  • Check if the driver was at the restaurant when failing the order under “Maps”
  • The order failure icon will always be a white dot with a yellow dot inside


Log a driver Complaint  Escalate to RS for Recovery
  • Order Failed by branch without escalated note OS
  • Order Failed by branch at less that Proof of Arrival (Promised)+30 minute
  • Order failed by driver not at the restaurant
  • Driver was not at the restaurant GPS at all times after arrival. 
  • Order Failed by branch with escalated note left on Branch Dashboard

AND

  • Order Failed by branch at  Proof of Arrival (Promised)+30 minute or more 

AND 

  • Order failed by driver at the restaurant

AND

  • Driver was at the restaurant at all times


Summary of Process for Failed Collections: Restaurant Delays

 

Appendix 5 - Cancellations 

 

This section outlines the steps to take when Customers request for their orders to be cancelled. The process applies to customer cancellations i.e no COD, unable to accept delivery, incorrectly/accidentally placed Order, wanting to add or change items & incorrect/manipulated delivery address.

 

For exceptional cases of cancellations, consult Leadership.

 

1.

Receive Cancellation Request ( Cash ):


Cancellation Requested Before POC:


  • Contact the Restaurant and attempt to stop food prep - ensure to get the name of the individual at the Restaurant

Food Prep Stopped

  • Cancel the order on admin only if food prep was able to be stopped 
  • Mark no payment on both the customer exception as well as the Restaurant exception 
  • Leave note on P2P advising the branch of the cancelled order 
  • Escalate through to RS 

Food Prep Not Stopped

  • If food prep was not stopped apply the Customer Cancellation Macro - Cash Orders

Cancellation Requested After POC: 


  • Do not cancel the order

Receive Cancellation Request ( Credit ): 


Cancellation Requested Before POC:


  • Contact the Restaurant and attempt to stop Food Prep - ensure to get the name of the individual at the Restaurant

Food Prep Stopped 

  • Cancel the order on admin only if food prep was able to be stopped.
  • Mark full refund on the customer exception and no payment on the Restaurant exception. 
  • Leave note on P2P advising the branch of the cancelled order 
  • Escalate through to RS 

Food Prep Not Stopped 

  • If food prep was not stopped proceed to step 2
  • If FTB Cancel on Admin and leave note on P2P 

Cancellation Requested After POC:


  • Apply Customer Cancellation Macro - Credit Orders, to see if customer wants to proceed with the cancellation
  • Cancel the order on Admin
2.

Compensation: 

 

  • No compensation given for cancelled cash orders.

 

Compensation: 

 

Check admin to see Customers previous cancelled orders

 

  • FTB = Full compensation & educate 
  • First Cancellation  = Apply Customer Cancellation Macro but only use the portion of ‘First Cancellation request’ - if push back is experienced, issue the Customer with 50% of the total order value. 

Second Cancellation  = Apply Customer Cancellation Macro but only use the portion of ‘First Cancellation request’ - Customers are not to receive any compensation for their 2nd or more cancellation request

 

Appendix 5 - Quick Access Compensation Guide

Issue Order Situation Customer Compensation
Customer Service Poor service

Coupon:
  • R15
  • R35
  • R50
App/Product Payment taken & no delivery
  • Full refund

AND

  • Free delivery coupon

 
Marked Delivered not Received
 
  		Early POD Free delivery coupon  ( Only for pushback )
Early POD - 45 minutes or later Provide a R50 coupon AND include the Customers driver tip in the coupon value
MDNR
  • Full refund

AND

  • Free delivery coupon
Missing Main or Side Collection image shows that the item was not sealed upon collection. Refund for missing item only
Missing Drink
  		Customer complains that a drink is missing from their order.
  • Provide a coupon to the value of the missing item.

IF Pushback

  • Provide an additional free delivery coupon.
Customer complains > 2  drinks are missing from their order.
  • Provide a coupon to the value of the missing items.

AND

  • Provide an additional free delivery coupon.
Incorrect Order Delivered Customer receives the incorrect order
  • Full refund

AND

  • Free delivery coupon
Mishandled / Spilled Food
  		Partially damaged
  • Provide a 50% refund for the item that is partially damaged including the driver tip.

AND

  • Free delivery coupon
Fully damaged
  • Full refund

AND

  • Free delivery coupon

Late / Delayed Order

System Errors 

Driver Vehicle Breakdown

Driver Accident / Robbery

 

 

 Less than 30 minutes late Free delivery coupon
More than 30 minutes late Provide a R50 coupon AND include the Customers driver tip in the coupon value
Failed/Cancelled
  • Full refund

AND

  • Free delivery coupon

Failed Collection

 The Customers order has a Failed Collection status.
  1. Failed Collection occurred less than 1 hour after the order was placed. 
  • Provide a full refund into the Customers Credit Wallet.
  • IF Customer pushes back on compensation, provide an additional free delivery coupon. 

  1. Failed Collection occurred 1 hour or more after the order was placed.

  • Provide a full refund into the Customers Credit Wallet.
  • Provide an additional free delivery coupon.


  1. Failed Collection occurred after 8pm.

  • Provide a full refund into the Customers Credit Wallet.
  • Provide an additional free delivery coupon.

Failed Delivery

 

The Customers order failed due to:

 

  • Customer Not Present
  1. FTB: 

 

  • Provide a full refund into the Customers Credit Wallet. 

 

  1. Full Refund Requirements

 

  • 1 Failed Delivery within 3 months 

 

AND

 

  • The Customer's response to Driver Chat indicates that they are searching for the Driver or Coming to meet the Driver.

 

  1. 50% Refund Requirements

 

  • 1 Failed Delivery within 3 Months 

 

AND

 

  • Customer did not respond to Driver Chat 

 

OR

 

  • Driver required, requested and did not receive additional information to complete the delivery successfully for example: a pin to enter the estate 

 

OR

 

  • Driver waited outside the Customers address for more than 10min 

 

3.1) 50% Refund Requirements

 

  • 2 Failed Deliveries within 3 months 

 

No Refund Requirements

 

  • 3rd or more offence within 3 months

The Customers order failed due to:

  • Incorrectly placed order 
  • Unable to accept delivery
  • Incorrect address

Compensate the Customer for the Failed Delivery based off of the criteria they fall in: 

 

FTB: 

 

  • Provide a full refund into the Customers Credit Wallet. 

 

1st Offence within 3 months: 

 

  • Provide a full refund into the Customers Credit Wallet. 

 

2nd Offence within 3 months:

 

  • Provide 50% of the Customers order total  into their Credit Wallet.

 

3rd Offence within 3 months:

 

  • No compensation is due to the Customer

Asking for a tip

Customer complained that the driver asked for a tip.

Free delivery coupon

Unprofessional & Rude

 

Customer complained the Driver was unprofessional/rude and the order was delivered.

Free delivery coupon

Customer complained the Driver was unprofessional/rude and the order was failed/cancelled.
  • Full refund

 

AND

 

  • Free delivery coupon

No Change / Change Dispute

Customer complained that the Driver had no change or did not give the customer their change

 Provide a coupon to the value of the dispute and round up to the nearest coupon value

Driver doesn’t have any Driver’s License Identification

 

The Customer/Restaurant complained that the driver did not have their driver license and the order was delivered 

 Apology only

The Customer/Restaurant complained that the driver did not have their driver licence and the order was failed/cancelled
  • Full refund

AND

  • Free delivery coupon

Not wearing branded uniform

 

The Customer/Restaurant complained that the driver did not have a hot bag or was not branded in the Takealot or Mr D uniform and the order was delivered

 Apology only

The Customer/Restaurant complained that the driver did not have a hot bag or was not branded in the Takealot or Mr D uniform and the order was failed/cancelled
  • Full refund

AND

  • Free delivery coupon

 

Appendix 6 - System Generated Duplicate Orders

 

Scenarios

  • Customer calls to cancel order because it is a duplicate 
  • Customer is refusing order because it is a duplicate 
  • Order is a failed delivery due to it been a duplicate order
  • Customer is complaining that they were charged incorrectly due to the order been duplicated 

Definition of a duplicate 

A duplicate order can be defined as an order that:

  • Same Restaurant 
  • Same Order Value 
  • Same Day
  • Order placed within 10 minutes of the original order
E.G 1)
E.G 2)
E.G 3)

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