Overview:

The objective of this document is to provide a guideline of how TakealotNOW Agents agents should identify and resolve returns that have been rejected/failed collection at the customer

1. POPI Verification

When inbound contact is made by a customer 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

2. What is a Failed Return Collection

Failed Return Collections happens when a Driver attempts to collect a customers return however, the Driver is unable to collect the return.
The below are the different reasons drivers can use to fail a return collection:
- Customer - Not available
- Customer - Return parcel not with Customer
- Hub - Delivery address details not sufficient
- Hub - Insufficient contact details to validate address
- Hub - Hub change required (outside of branch radius)
- Hub - Incorrect scheduling less than minimum lead time
- Hub - No Driver available/bookout
- Awaiting feedback

There are 3 potential outcomes that from a failed return collections:

1. 1. The return can be automatically rescheduled
  2. Agent intervention is required for the return to be rescheduled ( Rescheduling Process will be followed )
  3. Agent intervention is required for the return to be canceled ( Cancellations Process will be followed )

1.1 Important Failed Collection terms

Valid attempts: A valid collection attempt is when a Driver fails the collection within 1km from the Customers address.
- To check the validity you should copy the Customers Address, copy the coordinates where the Driver marked the collection as unsuccessful and paste it in Google maps to check the distance between the 2.
Auto Reschedule: This occurs when the system automatically reschedules the Customers return

1.2 Types of Failed Return Collections

The below table will serve as a guide on how Agents should approach a failed collection when confronted with one.

Return Status	1st Failed Collection	2nd Failed Collection	3rd Failed Collection
- Customer - Not available OR - Customer - Return parcel not with Customer OR - Hub - Incorrect scheduling less than minimum lead time OR Hub - No Driver available/bookout	The System automatically reschedules collection for the next business day Collections can take place Monday to Saturday Collections take place between 08:00-17:00	The System automatically reschedules collection for the next business day Collections can take place Monday to Saturday Collections take place between 08:00-17:00	If valid collection attempts were made the return needs to be canceled Cancel waybill on Mr D express Search MDX or MRRN number Right click on the waybill line Select Change Status Select Cancelled ( from drop down list) Select Update Waybill Go to CS Portal Search MRRN Select Action Menu Select Cancel Return Update Returns tracker Go to Zendesk Send customer the returns cancellation macro
Hub - Delivery address details not sufficient	Agent intervention is required to get the necessary address details from the Customer	N/A
Hub - Insufficient contact details to validate address	Agent intervention is required to source the Customers contact details	N/A
Hub - Hub change required (outside of branch radius)	N/A	N/A
Awaiting feedback	Agent intervention is required to attain the necessary feedback from the Customer	Agent intervention is required to attain the necessary feedback from the Customer

How to Resolve Failed Collections

Failed Collections can be dealt with Agents in one of 2 ways:

Inbound Work: Customer makes contact with Customer Service wanting to understand why their return was not collected or where the Driver is
Outbound Work: Agents are working through the Failed Collections via sheet work.

Customer Contact

The Customer makes contact ( Either by call or ticket) with the TakealotNOW Team requesting for their return to be canceled.

Call:

Request MRRN number
Search for the return in Express
Review the tables below on what steps to take depending on what the status of the Return is.

Ticket:

Has the customer provided the MRNN number and the reason for cancellation
- Yes: Search for the return on Express and review the tables below on what steps to take depending on what the status of the Return is.
- No: Contact customer for required information, once provided search for the return on express and Review the tables below on what steps to take depending on what the status of the Return is.

Queue Work

The Daily Failed Collections sheet will be updated everyday at X time with all the previous days Failed Collections.

Agents on Outbound work will be required to work through the Failed Collections and update the Returns sheet once a conclusion has been decided based on the tables below.

2.1 Customer - Not available/Return Parcel not with Customer

This status occurs when the Driver makes an attempt to collect the Customer's return; however, the Customer is not at the stipulated address.

1	Open Express Search for the MRRN or MDX Number on Express in the top right hand search bar. The Failed Collection reason under ‘Status’ is “Customer - Not available”
2	Review Notes Read any notes that were previously left by Agents who worked on the return.
3	Collection Attempts Right click on the Waybill and select “View Waybill” Check how many collection attempts were made and whether the collection attempts were valid or not Valid Collection Attempts If it is the Customers 1st or 2nd Failed Collection, advise the Customer of the next collection date as it will be auto rescheduled. Advise the Customer that the Driver will make one more attempt and if the return results in a Failed Collection again, the Return will be canceled. If the Customer wants to reschedule the date, follow the rescheduling process If the Customer wants to cancel their return, follow the cancellations process If it is the Customers 3rd Failed Collection, advise the Customer that the Return will be canceled, follow the cancellations process. Invalid Collection Attempts If it is the Customers 1st or 2nd Failed Collection, advise the Customer of the next collection date as it will be auto rescheduled. If the Customer wants to reschedule the date, follow the rescheduling process If the Customer wants to cancel their return, follow the cancellations process If it is the Customers 3rd Failed Collection, advise the Customer that you will reschedule their collection date.
4	Inform the Customer Advise the Customer telephonically ( if on call ) that the Return has either been rescheduled or canceled. Respond to the Customer via the Ticket that the Return has either been rescheduled or canceled.
5	Conclusion: Leave notes on the Waybill Update the TAL NOW Returns Tracker Update Admin Complete the Zendesk fields

2.2 Driver - Could not Locate Address

1	Open Express Search for the MRRN or MDX Number on Express in the top right hand search bar. The Failed Collection reason under ‘Status’ is “Driver - Could not Locate Address"
2	Review Notes Read any notes that were previously left by Agents who worked on the return.
3	Validate Customers Address Address is Correct: If the return address is the same as the delivery address, insert the delivery GPS coordinates on the MRRN waybill on Express. Reschedule the return to be collected by following the rescheduling process Address Details are Incorrect: If the return address is incorrect, contact the Customer via call and validate the address Customer Answers: Yes: Reschedule the return to be collected by following the rescheduling process & add address to notes on Waybill. No: Send the Customer a mail via Zendesk ( Customer has 24 hours to respond ), Change the status of the Waybill to ‘Awaiting feedback’ and leave a note on the Waybill with the Zendesk ticket number.
4	Conclusion: Update the TAL NOW Returns Tracker Update Admin Complete the Zendesk fields

2.3 Hub - Insufficient Contact Details to Validate Address

1	Open Express Search for the MRRN or MDX Number on Express in the top right hand search bar. The Failed Collection reason under ‘Status’ is “Hub - Insufficient Contact Details to Validate Address”
2	Review Notes Read any notes that were previously left by Agents who worked on the return.
3	Review Customers Contact Details Open up Admin and see if the Customer has any alternative contact details. Alternative Number Available: If there is an alternative number on Admin, add the number to the Waybill so the Driver is able to contact the Customer when making another attempt. Reschedule the Collection date Alternative Number not Available: If the Customer does not have an alternative number on Admin, try contacting the Customer using the number that is on Admin. Customer answers the call: Reschedule the Collection date Customer does not answer the call: Send the Customer a mail via Zendesk ( Customer has 24 hours to respond ), Change the status of the Waybill to ‘Awaiting feedback’ and leave a note on the Waybill with the Zendesk ticket number.
4	Conclusion: Update the TAL NOW Returns Tracker Update Admin Complete the Zendesk fields

2.4 Hub - Hub Change Required

2.5 Hub - Incorrect Scheduling & No Driver Available

Open Express

Search for the MRRN or MDX Number on Express in the top right hand search bar.

The Failed Collection reason under ‘Status’ is “Hub -Incorrect Scheduling (Less than Minimum Lead Time or No Driver Available”

Reschedule Collection

Reschedule the Collection for the next day by following the rescheduling process.

Conclusion:

Update the TAL NOW Returns Tracker
Update Admin
Complete the Zendesk fields

2.6 Awaiting Feedback