Order Success Classifications Glossary V1

Classifications Glossary:

Query Type	Tier 1	Tier 2	Tier 3	Ticket Origin	Description / Summary of Call
Branch Query	Active Order	Address Confirmation	Tiles/Inbound Branch Call	Inbound branch contact requesting clarification or confirmation of customer address
		Customer Address Update	CS Internal Escalation ticket/ Tile/ Cloud	Outbound call/Tile to branch informing them of customer address change
		Customer Unable/Refusing to Accept Delivery	Unreachable	Tiles	Outbound call/Tile made to customer to follow up due to driver being at delivery address
			Refusing Delivery	Tiles	Outbound call/Tile made to customer to follow up on why order has been refused
		Driver Delay		CS Internal Escalation ticket	Outbound call made to customer to inform them of delay triggered by tile where the restaurant has not completed food preparation and the order is delayed or has resulted in a failed collection
		Order states Delivered/Doorbell but Customer Stating Otherwise		CS Internal Escalation ticket	Outbound call/Tile to branch informing them of the incorrect status update.
		Duplicate Driver Claim		Tiles RS Internal Ticket	Inbound Tile/RS Escalation to advise the order has been handed over to the incorrect driver or outbound call to the restaurant to inform that driver is assigned to the order and food needs to be prepared or handed over
		Restaurant delay		Tiles  CS Internal Escalation Ticket	Outbound call made to customer to inform them of delay triggered by tile where the restaurant has not completed food preparation and the order is delayed or has resulted in a failed collection
		Store Can Substitute		Tiles	Inbound Tile to advise one or more of the ordered items are out of stock but can be substituted. Outbound call to customer to inform them of OOS and/or outbound call to restaurant to confirm OOS items
		Store Unable to Substitute		Tiles	Inbound Tile to advise one or more of the ordered items are out of stock but can be substituted. Outbound call to customer to inform them of OOS and/or outbound call to restaurant to confirm OOS items
		Hoax/Fraudulent Order Claim		Tiles Inbound Branch Email/Ticket	Inbound Tile/Email from the branch if fraudulent activity is suspected
	Operational Exceptions - Delays	No Driver Assigned		Operational Exception	Outbound call made to customer to inform them of  delay triggered by tile or delay monitoring exception as a result of no driver been assigned
		Driver Not Arrived At Restaurant		Operational Exception	Outbound call made to customer to inform them of  delay triggered by tile or delay monitoring exception as a result of  driver not arriving at restaurant
		Driver Not Arrived At Customer		Operational Exception	Outbound call made to customer to inform them of  delay triggered by tile or delay monitoring exception as a result of driver collecting order however not arriving at the customer to deliver
	Branch/Driver	Branch Issue		Tiles Inbound Branch Email/Ticket	Inbound Tile/Email from the branch informing OS of any system issues. Outbound call to the customer before allowing failure as per Driver SOP
		Breakdown			Inbound Call from the branch informing OS of a driver breakdown affecting the delivery of an order. Outbound call to the customer informing them of the delay due to a driver breakdown.
		Customer Escalations to Branch		Tiles Inbound Branch Email/Ticket	Inbound Tile/Email/Call from the branch to advise the customer has reached out after delivery to report any issue with their order
		Driver Accident			Inbound Call from the branch informing OS of a driver accident affecting the delivery of an order. Outbound call to the customer informing them of the delay due to a driver breakdown.
		Driver Held up by/at Customer			Inbound call from the branch informing OS of a driver unable to leave the customer delivery address due to an issue. Outbound call made to the customer and or branch in attempt to resolve the situation
		Polygon Adjustments/Issues			Inbound Call from branch raising issues with the polygon they are operating in.
		Rude Staff Complaint (Restaurant behaviour complaint)			Inbound call from branch informing OS of rude/aggressive behaviour by restaurant employee
	Cancellations	Customer Chose Incorrect Delivery Address			Outbound Call to the customer informing them of cancellation or continuation of delivery based of secondary delivery location
		Restaurant Closure (Restaurant Closed)			Outbound Call to the restaurant confirming that business closure. Outbound call to the customer informing them of cancellation of order due to restaurant closure
		Restaurant Incorrectly Accepted (Restaurant Unable to make Order)			Outbound Call to the restaurant confirming that inability to prepare the order. Outbound call to the customer informing them of cancellation
		Restaurant POS System Issues (Restaurant Device/POS Issues)			Outbound call to restaurant confirming PS issues and inability to prepare the order. Outbound call to the customer informing them of the issue and cancellation.
		Unacceptable Delay			Outbound call to the customer informing them of cancellation of order
		Cloud Critical Escalations
	Complaint	Driver Behaviour		CS Internal Escalation Ticket	Escalation Ticket from CS , outbound call made to branch informing them of driver behaviour issue
		Late Delivery			*Used by Cloud
		Parking Issues			Outbound call to branch informing them about a complaint received regarding parking at a restaurant or customer premises
		Failed Collections			Outbound customer call informing them of failed collection and compensation provided
	Enable/ Disable	Branch Incorrectly Enabled/Disabled			Inbound contact from a branch informing OS that it incorrectly requested to be enabled/disabled
		Enable/Disable Request			Inbound contact from branch informing OS of request to be enabled/disabled
	Ops Queries	COD Amendment Request		Tiles Inbound Branch Email/Ticket	Inbound Tile/Ticket from branch informing OS to proceed with the COD amendment for orders that may have missing/damaged items * Classification only to be used by OPS
		Complaint Query			* Classification only to be used by OPS
		Credit Removal		Outbound Email/Ticket	Credit Wallet Removal Request * Classification only to be used by OPS
		Customer Issue			* Classification only to be used by OPS
		Franchise Enquiry		Inbound Branch/Email/Ticket	* Classification only to be used by OPS
		Incorrect Channel		Inbound Branch/Email/Ticket	* Classification only to be used by OPS
	Temporary Blacklisting			Inbound Branch/Email/Ticket	Inbound Branch Email to have an area temporarily blacklisted if something is preventing them to deliver into an area
	Incorrect Department	FNB			Inbound Call/Email incorrectly sent to the OS mailbox/call lines
		Mr D Food Customer Service			Inbound Call/Email incorrectly sent to the OS mailbox/call lines
		Superbalist			Inbound Call/Email incorrectly sent to the OS mailbox/call lines
		Takealot			Inbound Call/Email incorrectly sent to the OS mailbox/call lines