POS Failure Escalation SOP V1.2

Overview

This process document outlines the process that is to be followed when a POS injection failure takes place.

What is Point-of-Sale (POS) integration?

POS integration is when an order is accepted on the Mr D device and then automatically is injected into the POS system (cash register/ till) of the restaurant partner.

This removes the requirement to print the slip for each order from the Mr D device then manually capture the order details into their POS system.

The following issues can arise with POS integration:

• Orders do not automatically inject into the POS system.
• The driver arrives to collect an order but the restaurant did not receive the order on their POS system

Which Restaurants have POS integration?

• KFC
• Ocean Basket 
• Nando’s
• Burger King
• Panarottis
• Pizza Pug
• Rocomamas
• Bento
• Ribshack
• Reel Sushi
• John Dory’s

Process Steps

POPI Restaurant  Verification

• When inbound contact is made by a restaurant related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound customer contacts can be found in the POPI FOOD CS SOP

1	Receive contact from restaurant The restaurant would call and describe the below issues: Orders are not injecting into their POS machine The driver arrived to collect an order but they did not receive the order  Contact made via email: Call the store to confirm what the issue is Proceed to step 2 if its a POS issue If the restaurant is unreachable, apply the “POS Issue Macro  (Unreachable)” Classify ticket POS Issues:: POS System Issue OR Receive escalation from OS Follow steps of “contact made by email”
2	Advise the Restaurant Ask Is it one order or multiple orders that have not been injected?  Orders are not injecting into their POS machine Advise the restaurant to check the Mr D device for the slip, tear it off and manually capture the order into the POS machine Driver arrives and restaurant cannot find order  Instruct the restaurant to Get order ID from driver  Locate the order ID on the device and print the slip Manually capture order into POS system   Confirming POS Issue on the device      Awaiting POS Confirmation: The menu section will indicate 1 or more orders awaiting POS confirmation All Orders: On the “All Orders” tab the affected orders with a POS issue will appear with a error  Order Details: On the actual order details an error will appear stating Order captured manually on POS   For both instances advise the restaurant to continue manually injecting/ capturing orders and inform the restaurant that the POS issue will be escalated
3	Complete Zendesk Ticket Apply “ POS Issue” Classify call ticket using the below Form: Mr D Food :: Store Query  Store Query Type: Restaurant Query type: Mr D Food ** ::POS Issue Order Id/Ids: Rest ID: xxxx Submit ticket as “Open”
4	Contact the customer Call customer to inform them that their order may be a slightly delayed however we will be in contact if the delay is excessive
5	Escalate POS Issue KFC Apply “POS Issue Escalation” Form: Mr D Food :: Store Query  Store Query type*: Restaurant Query type: Mr D Food ** POS Issues:: KFC POS Escalation Requester: Agent: Assignee POS Support  CC [e-mail] [e-mail] [e-mail] [e-mail] [e-mail] Submit ticket as “Open” Other Restaurant ( Nandos & Ocean Basket) Apply “POS Issue Escalation” Form: Mr D Food :: Store Query Store Query type*: Restaurant Query type: Mr D Food ** POS Issues:: Other Restaurant POS  Escalation Requester: Agent  Assignee: POS Support CC  [e-mail]  [e-mail] Submit ticket as “Open”