Groc to OS Handover

1.Failed Collections

Below is guidance on where and how to identify and resolve Grocery failed collections:

1.	Where to find Groceries Failed Collections 1) 2)
2.	Resolving Failed Collection Always Call the customer to apologise for the failed collection and inform them of their refund  Check if there is any other inbound contact from the customer on Zendesk Do not call customers after 22:00 pm Always Provide an additional coupon Non FTB: R50 FTB: R75 NB* Never resolve the store side of the exception. The Groc team will resolve.
3.	Classify your Zendesk tickets to  Order Type: PnP Groceries

2. Delay Monitoring

Below is guidance on where and how to identify and resolve Grocery delays.

1.	Where to find Groceries Delays  1)
2.	Which Delays to Monitor Select the below delay types to monitor  After selecting the delay types your view will only include the selected options No Driver Assigned  4 or less parcels : Assign ASAP More than 4 Parcels: Call the branch and Leave P2P note “If there are no cars available please send 2 bike drivers to collect the order”

3. Tiles

Below is guidance on where and how to identify and resolve Tiles related to grocery orders.

1.	How to find Groceries  Type in “GROC” in the “Search for order reference section”

4. End of Day

As part of the EOD checks, make sure that all on-demand PnP Grocery orders are cleared from the Groc Ops Kibana Dashboard before end of trade. 

4.1 When to cancel orders

At 20:45 the following checks needs to be done:

1.	Monitor Kibana Dashboard From 20:45 monitor the following statuses on the Groc Ops Kibana Dashboard  Picking_instruction_recieved Picking_in_progress Open Groc Ops Kibana Dashboard  on Admin
2.	Identify Orders Affected  Scroll down the dashboard to the below two tables  GROC: Picking Instruction Received Orders  GROC: Picking In Progress Orders  Table 1: GROC: Picking Instruction Received Orders Table 2: GROC: Picking In Progress Orders
3.	Escalate Order to Whatsapp Once the order/s id has been identified send the following macro in the whatsapp group: “Order Id: GROC123456 Store Id & Name : WC12 - Can we please confirm if this order is completed. The order has been in the picking instruction received/picking in progress since xx:xx.” Template for multiple  “Can we please confirm if these orders at X store will be completed. As there are X number of orders currently in the picking instruction received/picking in progress ” Cancel the Order IF No feedback from the store in 15 Minutes AND  The store has been closed for more than 2 hours If feedback is received within 15 minutes that the order will be processed, monitor the order and if the order status is not updated by 21:30 proceed to cancel the order.
4.	Cancel the order When the coupon code is received from the MOD use the Mr D :: Grocery :: Coupon & Wallet (EOD Cancelation) macro to inform the customer of their credit wallet and coupon. Complete Coupon & Wallet Ticket: Brand: Mr D Food Requester: Customer email Assignee: You are the assignee Form: Mr D Food Order Query Type of Order: PnP Groceries & Liquor (GROC) Order number :: Mr D Food / Groc Number: GROC123 Store Name :: Mr D Food: Insert Store Name Query type:: Mr D Food*: Existing Orders (Not delivered) :: Cancellation Request::Store Delay
5.	Inform the Customer  If the order needs to be canceled the following needs to be done: Call the customer to inform them that the order will be cancelled due to the store being unable to fullfill the order. Guidance on calling customers for EOD Cancellations  Less than 11 orders  Always call the customer after refunding More than 11 orders Only send customer refund and compensation email

4.2 When not to cancel orders

At 20:45, if an order is in the following status, inform PnP via the Whatsapp group that the driver is enroute to the store to collect the order. Do not cancel if the store is still open or it is maximum 2 hours after the store closing time on Admin. Driver to fail the order if he arrives after store closure, as per usual SOP

• en_route_to_collection
• At_store

NB. If PnP confirms that a store is closed, cancel all orders regardless of the status

At 20:45, if an order is in the following status, do not cancel the order. Orders to progress as per usual.

• en_route_to_delivery
• nearby
• Doorbell