OverviewThe this document is to provide the steps to resolve and troubleshoot restaurant devices that have moved from trading to auto-suspension on Market Place. The agents objective is to contact the restaurant, go through the trouble shooting steps to get the restaurant back to trading and suspend the restaurant where we cannot resolve the issue. The process follows the following areas:
Description of Auto SuspensionThe system automatically moves the restaurant from "Trading" to "Auto Suspended" status in Marketplace and the communication status of the device on Connect changes to "Overdue" when one of the following happens:
Auto-suspension forces the restaurant to appear as “offline” on Mr D Food app and ensures customers do not place any orders with the restaurant whose device is not active and receive error messages due to the signal loss of the restaurant’s device. Diagram Process Flow
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POPI Restaurant Verification
- When outbound contact is made to a Restaurant related to resolving the below auto suspension issues ,agents must ensure they follow the POPI Security Questions.
- All security vetting questions related to inbound and outbound restaurants contacts can be found in the POPI FOOD CS SOP
1. Auto Suspension Process Steps
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Select Restaurant in Auto Suspend Status1.1 Open MarketPlace
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Check Trading Times
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Open Restaurants Device on Connect
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Check Communication State
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Review Latest Data
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Auto Suspend Troubleshooting
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Reboot DeviceCall restaurant and inform them to :
Check the latest data tab to confirm that the device is charging properly by looking at the following labels in “latest data” should be:
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2. Update Auto Suspend Tracker
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Record the below outcomes on the tracker in the "Auto Suspend (Device Task)" tab in the sheet, open the Auto Suspend Tracker
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How to fill in the various fields required:
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3. When to Escalate to Device Support
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4. When to Suspend Restaurant Indefinitely from Auto Suspension |
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5. Exception to the Process
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Marketplace Bug
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