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)

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| 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
NB* Never resolve the store side of the exception. The Groc team will resolve.
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| 3. |
Classify your Zendesk tickets to
- Order Type: PnP Groceries
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2. Delay Monitoring
Below is guidance on where and how to identify and resolve Grocery delays.
| 1. |
Where to find Groceries Delays
1)

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| 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
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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”
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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”

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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

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| 2. |
Identify Orders Affected
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Scroll down the dashboard to the below two tables
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GROC: Picking Instruction Received Orders
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GROC: Picking In Progress Orders
Table 1: GROC: Picking Instruction Received Orders

Table 2: GROC: Picking In Progress Orders

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| 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 -
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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
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“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 ”
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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.
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| 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:
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Brand: Mr D Food
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Requester: Customer email
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Assignee: You are the assignee
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Form: Mr D Food Order Query
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Type of Order: PnP Groceries & Liquor (GROC)
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Order number :: Mr D Food / Groc Number: GROC123
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Store Name :: Mr D Food: Insert Store Name
Query type:: Mr D Food*: Existing Orders (Not delivered) :: Cancellation Request::Store Delay

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| 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
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Less than 11 orders
- Always call the customer after refunding
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More than 11 orders
- Only send customer refund and compensation email
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4.2 When not to cancel orders
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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
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