Overview

This process document outlines the process that is to be followed when handling operational exceptions which include: restaurant rejections, system auto rejections (SARs), restaurant auto-rejections, failed deliveries, failed collections and cancelled orders. This document also provides a guideline for RS agents and management on the troubleshooting steps and documentation required to resolve the exception.

The process document covers the following areas:

POPI Customer & Restaurant Verification
Exceptions Definition
1. Operational Exceptions Handling Process
2. Exception Type:
- 2.1 Restaurant Rejects- OOS, Items No Longer Available
- 2.2 Restaurant Rejects -Load Shedding/Temporary Closure
- 2.3 Restaurant Rejects- Too Busy
- 2.4 System Auto Rejects (SAR)
- 2.5 Restaurant Rejects - Auto Rejects/Missed Orders
3. Failed Delivery Injections
4. Cancelled Orders
5. Failed Orders

POPI Customer & Restaurant Verification

When inbound or outbound contact is made by a to or from a customer or restaurant when dealing with the below operational exceptions. 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

Exceptions Definition

This process document outlines the process that is to be followed when handling operational exceptions which include: restaurant rejections, system auto rejections (SARs), restaurant auto-rejections, failed deliveries, failed collections and cancelled orders. This document also provides a guideline for RS agents and management on the follow-up and communication procedures to be followed.

1. Operational Exceptions Handling Process

Below is the basic process you will follow to navigate to operational exceptions on Admin before solving the exception.

Login to Operations Report Page

Keep this page open the whole time to monitor exceptions

Monitor Exceptions

Scroll down to the bottom and on the left hand side you will find the below dashboards
The dashboard displays 3 types of operational exceptions System Auto Rejects (SAR) Restaurant Auto Rejects(RAR) and Restaurant Rejects(RR)
The column “doc.restaurant.id:descending” indicates the restaurant ID and the “Count” column shows the number of exceptions for the restaurant

You can also monitor the number of Failed Restaurant Injections(FRI) and Failed Delivery Injections(FDI) on the Dashboard. The dashboard will only indicate the number of FRI’s or FDI you must still navigate to admin to check the restaurant name and investigate.

Navigate to order exceptions

Login to Mr D Food Admin
Click on the Orders drop-down then click on All Orders

Click on Exceptions

On ‘Status’, click the drop-down and filter out for the exception assigned to you

2.Exception Types

2.1 Restaurant Rejects- OOS, Items No Longer Available

This exception occurs when an order has been successfully placed by the customer but is rejected by the restaurant . Restaurants will typically reject orders based on one of the following reasons: Out of Stock, Load Shedding, Too Busy, Item No Longer on the Menu.

1	Filter for Restaurant Rejections Open a 2nd tab on Mr D Food Admin and Click on Exceptions On the 2nd tab, on ‘Status’, click the dropdown and filter out for ‘Restaurant Rejected’ Click on the order number to open the order details, under ‘General Info’ check the reason for the restaurant rejection Open a second tab and Navigate to the order exceptions page Copy restaurant name and paste it onto the ‘Search Restaurant’ to search whether the restaurant has multiple rejected orders for the day
2	Investigate Restaurant Exception for OOS or Item No Longer on the Menu Check the restaurant contact number under for the order in "Admin" under the "General Info" tab Call the restaurant using to enquire about the following: Which item is out of stock? When will the item be restocked again? Advise the restaurant that we will hide the item from their menu
3	Hide Menu Item/s by follow the Menu Changes SOP If a restaurant indicates that the item will be out of stock for the day, temporarily hide the item for the day If the restaurant provides a date for the when the item will be restocked, hide the item till that date If a restaurant is not sure when the item will be restocked, hide the item indefinitely If the restaurant indicates that the item will be out of stock for a few hours, advise the restaurant that we will hide the item and they must contact RS when the item has been restocked to unhide it
4	Complete Zendesk Call Ticket Complete the Zendesk ticket indexing for the call Form: MR D Food :: Restaurant Query DFD Number: Order number exception related to the call Restaurant query type:: Mr D Food: Menu Changes>Out Of Stock Restaurant ID DFD Number (if applicable) Add Note Select internal note on ticket List the out of stock items or items no longer available
5	Complete Note on Admin Open Order on Admin Add note on the "Internal Comments" section indicating "order was rejected order due to xxxxx out of stock. Ensure you detail type what items where out of stock
6	When to suspend restaurant for Restaurant Rejects OOS DO not suspend restaurants for OOS or Item No longer available

2.2 Restaurant Rejects -Load Shedding/Temporary Closure

1	Filter for Restaurant Rejections Open a 2nd tab on Mr D Food Admin and Click on Exceptions On the 2nd tab, on ‘Status’, click the dropdown and filter out for ‘Restaurant Rejected’ Click on the order number to open the order details, under ‘General Info’ reason for the restaurant rejection will be "Load Shed/Temp Closed"
2	Investigate Restaurant Exception Check the restaurant contact number under for the order in "Admin" under the "General Info" tab Call the restaurant using to inquire about the following: if they have rejected the order due to load shedding or temporary closure Inform Restaurant that we will temporarily suspend them Inform the restaurant to call back when they want to resume trading.
3	Suspend Restaurant Follow the Temporary Suspension Process in the Suspending Restaurants SOP use the suspension reason "Temporary Closure - Same Day" on Marketplace Suspend the restaurant for 2 Hours if the reason for rejection is load shedding Suspend the restaurant for the rest of the day if rejection reason is temporary closure. Inform the restaurant to call back when they want to resume trading.
4	Complete Zendesk Call Ticket Complete the Zendesk ticket indexing for the call Form: MR D Food :: Restaurant Query DFD Number: Order number exception related to the call Restaurant query type:: Mr D Food: Order Issues>Order Rejected Add Note Select internal note on ticket List the out of stock items or items no longer available
5	Complete Note on Admin Open Order on Admin Add note on the "Internal Comments" section indicating "order was rejected order due to load shedding or restaurant closing for xxxxx reason. Ensure you detail of why restaurant is closing for the day

2.3 Restaurant Rejects- Too Busy

Filter for Restaurant Rejections

Open a 2nd tab on Mr D Food Admin and Click on Exceptions
On the 2nd tab, on ‘Status’, click the dropdown and filter out for ‘Restaurant Rejected’
Click on the order number to open the order details, under ‘General Info’ reason for the restaurant rejection will be "Too Busy"

Suspend Restaurant

Suspend store for 15 min cool off period
Follow Suspending Restaurants SOP use the suspension reason "Restaurant Sin-Bin - Delay/Missed/Rejected" on Marketplace

Complete Note on Admin

Open Order on Admin
Add note on the "Internal Comments" section indicating "restaurant suspended for 15 minute cool off period".

2.4 System Auto Rejects (SAR)

This exception occurs when an order has been placed successfully by the customer, but the restaurant device fails to receive the order due to temporary connectivity issues, device issues and/or network problems.

1	Login to Operations Report Page Keep this page open the whole time to monitor exceptions
2	Monitor SARS Dashboard Scroll down to the bottom and on the left hand side you will find the below dashboards The Focus on the System Auto Rejects (SAR) dashboard Work from highest to SARS count to lowest
3	Open MarketPlace Copy the Rest ID from the dashboard into marketplace to obtain the restaurant name
4	Investigate on Admin Click on the Orders dropdown then click on All Orders Select All and paste in the restaurant name Check Device Info on Smart & Connect Remote reboot if Device is Active (SMART) or OK (Connect) Attempt to call restaurant to reboot if overdue (SMART) or past deadline (Connect) Any store reaching the SAR’s threshold (3) should be contacted to reboot their device, to regain connectivity. Agent should confirm the charging method with the store and educate them if they are using a cradle, the cradle should be removed (not to be used).
5	Remote Reboot Device If the device has a signal and it’s active on SMART, proceed to remotely reboot the device by navigating to the commands tab on SMART Scroll down to the “dev_reboot” section and click on the tab Enter the number from 1 and Select OK on the pop-up window to send command: “dev_reboot” to restart device and wait for Job Successfully submitted for confirmation that the device has been rebooted Copy the device info from SMART and paste it on the internal note of the order on Mr D Food Admin OR Remote Reboot Via Connect Select Jobs, then Select the top icon on the left which will display a list of commands that can be sent to the device Type in reboot device and select the command/job the below pop up will appear Do not change anything under “target” and “time to live” Select “issue command” If the command is successfully sent it will appear under the jobs list Save the internal note Monitor the restaurant Check the battery level of the device, if low advise the restaurant to charge for 10 to 15 minutes and then reboot the device after charging. Monitor and check that the device has been rebooted as per the instruction to the restaurant. Devices that are in Overdue or Acknowledge or “Over Deadline” status cannot be rebooted remotely as the device is not able to receive the command thus the restaurant must be called.
6	Follow Suspending Store Thresholds Link If you are suspending the restaurants also Follow Suspending Restaurant SOP Link
7	Update Tracking Sheet Link

2.5 Restaurant Rejects - Auto Rejects/Missed Orders

This exception occurs when a customer has successfully placed an order, the restaurant receives the order but fails to accept the order within the 3 minutes allocated on the device.

1	Filter for Restaurant Rejections Open a 2nd tab on Mr D Food Admin and Click on Exceptions On the 2nd tab, on ‘Status’, click the dropdown and filter out for ‘Restaurant Auto Rejected’
2	Investigate Restaurant Exception Check the restaurant contact number under for the order in "Admin" under the "General Info" tab Call the restaurant using to inquire about the following: Inform the restaurant that they’ve missed an order Find out if the restaurant is busy Advise the restaurant that they need to monitor the Mr D device for incoming orders
3	Suspend Restaurant Follow the Suspending Store Thresholds to determine what conditions and for how long to suspend stores for missed orders Follow the Suspending Restaurants SOP use the suspension reason "Restaurant Sin-Bin-Delay/Missed/Rejected" on Marketplace
4	Complete Zendesk Call Ticket Complete the Zendesk ticket indexing for the call Form: MR D Food :: Restaurant Query DFD Number: Order number exception related to the call Restaurant query type:: Mr D Food: Order Issues>Order Rejected Add Note Select internal note on ticket List the out of stock items or items no longer available
5	Complete Note on Admin Open Order on Admin Add note on the "Internal Comments" section indicating "spoke to restaurant,15 minute cool off or suspension for rest of day or 2 hours"

3.Failed Delivery Injection (FDI)

1	Filter for Restaurant Rejections Monitor Failed Delivery Injections on the Operations Report on Mr D Food Admin
2	Resolve with Customer Call the customer and explain what happened, offer a replacement or a refund and complete the Zendesk ticket for the call For all refunds, send a refund request to finance through financial exceptions on the order on Mr D Food Admin. Follow the Refunds Process For all replacements, process the replacement on Mr D Food Admin on the order by clicking on the Re-Place Order option Follow the Replacement Process
3	Resolve with Restaurant Call the restaurant and advise if they should go ahead with food preparation or not: If the customer opted for a refund instead, advise the restaurant to stop food preparation. If they have started already, advise them that they should stop but will still get paid Note: It is important to call the restaurant timeously in order to stop food preparation should a customer opt for a refund
4	Inform the TL of the increasing FDIs. In cases where you see a sudden spike of FDI escalate to the MOD

4.Failed Delivery

This exception occurs when a driver has successfully collected the customer’s order from a restaurant, but the driver fails to deliver the order for multiple reasons.

Receive an escalation on P2P

Investigate Failed delivery

If the branch indicates that driver can’t get a hold of customer:
- Call the customer
- If customer is unreachable, advise the branch on P2P to follow SOP
If the branch indicates that the customer is short on cash or doesn’t have cash:
- Call the customer to confirm. When confirmed, advise branch to fail the order
- If customer doesn’t answer, advise the branch to fail the order
If the driver does not have change and the customer is rejecting the order, advise branch to fail the order

5.Cancelled Orders

Navigate to Order

Receive call from customer and proceed to open the order on Admin
Note reason for cancellation from the customer
Retrieve order information from Mr D Food admin

Cancel Order

Click on ‘Actions’ on the order and select ‘Start To Cancel Order’

Select the requester and the reason for cancellation
Fill out any necessary comments required
Select the necessary action to complete the cancellation

6.Failed Collection

This occurs when a driver has been assigned to collect an order from the restaurant but fails to collect.

1	Open Zendesk Ticket Receive an escalation from CS or RS
2	Investigate Order Check the P2P to check branch notes and determine what was wrong Check Mr D Food Admin for any notes on the order
3	Identify Payment Method Check the payment method that was used for the purchase If its a cash order, log a driver complaint and bill him for the full order If its card order, provide the customer with the option of either a refund or a replacement, log a driver complaint and bill him for the full order
4	Resolve OOS. If the restaurant has items that are out of stock: Contact the restaurant to find out which alternatives are available Contact the customer to find out which of the alternatives they’ll accept If customer doesn’t accept the alternative, offer the customer a refund or a coupon, leave note on P2P advising the branch to tell the driver to fail the order If customer accepts the alternative, contact the restaurant and advise them to proceed with the order with the alternative as the replacement

General

Note: If there is a spike in FRIs, inform the TL and monitor.