Restaurant Support - Classifications Glossary V1.1

Classifications Glossary:

Query Type	Tier 1	Tier 2	Summary	Description
Account Manager Queries	To be used when you refer the store to an account manager or escalate to an account manager on their behalf, depending on the issue
Call issue	To be used when the call could not be completed due to technical difficulties
	Dropped Call			The call disconnected
	Silent Call			The caller was silent
	Connectivity Issue			Intermittent connectivity issues
Cancellations	To be used when classifying a call relating to any order that had to be cancelled, or will be cancelled before the loop is closed on that order. The scenarios with the broadest scope are listed, simplify the query down into one of those scenarios
	Customer Chose Incorrect Delivery Address		The order was cancelled as a result of an incorrect address input by the customer	To be used in cases where the order is cancelled prior to driver arrival at the store and RS resolves food prep stopped/not stopped & order payment.
	Customer does not have COD		The customer did not have COD and informed Mr D to cancel the order	To be used in cases where the order is cancelled prior to driver arrival at the store and RS resolves food prep stopped/not stopped & order payment
	Branch at Capacity		The order was cancelled due to branch/driver capacity constraints	To be used in cases where the order is cancelled prior to driver arrival at the store and RS resolves food prep stopped/not stopped & order payment
	Restaurant Closed		The order was incorrectly accepted by the store after closing time or the hours listed on Marketplace were incorrect, leading to a cancelled order	To be used in cases where an order was cancelled due to a restaurant closure, excluding cases where the driver arrived at or after closing time.
	Restaurant Incorrectly Accepted		The store contacted Mr D to cancel the order, as it was incorrectly accepted	To be used in cases where an order was cancelled or will be cancelled due to the stores inability to prepare it(stock/equipment/staff/menu issue etc)
	Restaurant POS System Issues		The store could not capture the order details on their internal system and requested to cancel it	To be used when an order was or will be cancelled due to difficulties with the store's point of sale.
	Excessive Delay		The order was cancelled due to an excessive delay	To be used in cases where there is an excessive delay preparing, collecting or delivering an order
Complaints	To be used when the call is related to a complaint scenario
	Driver Misconduct		A driver's behaviour caused a complaint	To be used when the call related to driver misconduct (perceived or actual)
	Food Quality Recovery		The quality of the order was unsatisfactory	To be used when the call related to a food quality complaint
	Incorrect Pricing on the Order		Price discrepancy on the store's menu	To be used when the call is regarding incorrect pricing on an order
	Driver Late Collection		Collection was delayed/late	To be used when the call is regarding a late collection
	Restaurant Late Preparation		Preparation was delayed/late	To be used when the call is a delay in preparation of the order
	Ordered Items Missing		An item was missing	To be used when the call is regarding missing items, prior or or post-delivery
	NWIO		The order contents differs from what was ordered	To be used when the call related to a case of NWIO
Device & System Support	To be used for device troubleshooting (not related to an order)
	Device needs to be Powered on/rebooted	Auto Suspension	RS troubleshooting	To be used when the call relates to device troubleshooting(connectivity/misc)
		System Auto Reject
	Device Not Charging		Issue with the charger/device charging	To be used when the call relates to device troubleshooting(charging issues)
	Device Not Printing		Printing/paper issue	To be used when the call relates to device troubleshooting (printing issues)
	Escalated to Device Support		RS troubleshooting was insufficient	To be used when the call relates to device troubleshooting (unable to resolve & escalated)
Finance Issues	To be used for Finance queries
	Escalated to Finance		Restaurant querying an incorrect payment	To be used when the call is regarding incorrect restaurant payment (weekly/monthly)
	Payments Late		Restaurant querying a late payment	To be used when the call is regarding late restaurant payment
General Enquiries	To be used for General Enquiries
	Restaurant Not Receiving Orders		Orders are not going through to the restaurant	To be used when the call is related to the store not receiving orders
	Temporary Offline/Suspend Request		The store is going to be temporarily offline	To be used when the store calls to inform Mr D that they will be going offline, or to request to suspend their trade.
Incorrect Department	To be used when the call was transferred to another department
	FNB Queries		FNB related call	Transferred to FNB
	MrD Food Customer Service		A customer called	Transferred to CS
	Superbalist Queries		SUP related call	Transferred to SUP
	Takealot Queries		TAL related call	Transferred to TAL
Menu Changes	To be used when a restaurant calls to make menu/trading time changes
	Change Request to Menu Data Team		Menu update request escalated	To be used when RS was unable to resolve the issue and escalated it to the Menu team
	Out of Stock - Hidden		RS updated the menu item/s to hidden	To be used when a menu item was marked as hidden , no orders affected and restaurant cannot make hidden items available on device
	Out of Stock - Sold Out		RS updated the menu item/s to sold out	To be used when a menu item was marked as sold out, no orders affected and restaurant can make hidden items available on device
	Trading Hours		RS updated the trading days/times	To be used when RRS updated a restaurant's trading hours/days
	Unhide Items		RS updated the menu	To be used when a menu item was un-hidden
Order Issues	To be used when the call is regarding an order issue
	Store Can Substitute		A substitute was offered and RS contacted the customer to resolve	To be used when the store called RS to arrange a substitution for an out-of-stock item with the customer
	Store Unable to Substitute		A substitute was  offered and RS contacted the customer to resolve it	To be used when the store called RS to inform the customer of an out of stock item on an order
	Failed Delivery Injection		The order failed to inject to a courier	To be used when the call related to a FDI
	Incorrectly Accepted		The order was accepted in by the store in error and cannot be completed	To be used when a store calls to inform RS that they incorrectly accepted an order but will prepare it
	Incorrectly Rejected		The order was incorrectly rejected by the store	To be used when a store calls to inform RS that they incorrectly rejected an order
	Missed Order		The store did not respond when the option to Accept/Reject the order came through on the device	To be used when the store missed the order
	Incorrect Order Collected		The incorrect order was given to the courier	To be used when the store informs us that the courier collected the incorrect order
	Order Details Mismatch		The details provided on the Mr D device for the order do not match the driver's order details	To be used when there is an order details mismatch
	Order Notes Clarification		The store needs clarity on the order notes	To be used when the store calls to clarify order notes left by the customer
	Restaurant rejected	Too Busy	The order was rejected by the Restaurant for any of the listed reasons	To be used when an outbound call is made to the Restaurant to find out if the Restaurant needs to be suspended, items need to be hidden or removed
		Items OOS
		Items no longer on the menu
		Load Shedding
	System Auto Reject		The order was a SAR	To be used when the call was about a SAR order
	System Auto Reject/ Failed Restaurant Injection		The order did not inject	To be used when the call was about a FDI
Restaurant Recovery Query	To be used when a store calls to query or dispute a financial recovery mail
	Clarification/More Info		The store/RS required clarity before/after a recovery email was sent	To be used when a store/RS needs recovery query clarity
	Dispute		The store disputed a recovery email	To be used when a dispute discussion takes place
Restaurant Self Service Education	To be used when a store calls to request RS assistance with menu changes and RS educates the caller on Self Service Options
	Menu Changes		The store was advised on how to update menu items, self service	Store was educated on how to mark items as sold out on their device
	Online/Offline		The store was advised on how to manage their Online/Offline state, self service	Store was educated on how to select different time periods when making their device offline
	Operating Hours		The store was advised on how to update their Operating hours, self-service	Store was educated on how to update their operating hours on their device and or set days as closed