Failed Collections SOP V1.8

Process Steps:

Training Video

 1. POPI Customer  Verification:

• When outbound contact is made to 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. GROC Orders:

• The Failed Collections process defined below needs to be applied to GROC orders after 8pm.

NB* Always leave notes on admin

1.	DFD Orders  Navigate to the Exceptions Page  Select Food Exceptions Select “assigned to CS” Filter “Any Type” for Failed Collections Work from oldest to Newest Prioritising Non Cash Orders first If the exception has been taken or resolved by CS refer to Step 4.  GROC Orders  Navigate to the Exceptions Page  Select Exceptions>Grocery Exceptions  Select “New” Filter “Any Type” for Failed Collections (Auto Resolved)
2.	Call Customer and Compensate (GROC ONLY) Non Cash Order Open Exception provide a full refund to the customer  Send the Customer an SMS apologizing and inform them of the wallet refund Send wallet refund email on zendesk using the “Confirmation of credit added” macro Cash Order Send the Customer an SMS apologizing for the failed collection General Practice Add a note on admin indicating the customer refunded,called or call attempt made and add the Zendesk confirmation ticket if a email was sent
3.	Investigate failed collections  Follow Complaints and Compensation SOP for Failed Collections Use the DC Escalation Macro for the DC Team to log a complaint IF: Order was failed without a note Non escalated note was left by the branch Driver did not fail the order at the restaurant Branch accepts liability for failed collection Order was a failed collection due to a driver or branch issue  Escalate to RS for recoup Order Failed by branch with escalated note left on Branch Dashboard for OS  AND Order Failed by branch at Proof of Arrival (Promised)+60 minute or more   AND  Order failed by driver at the restaurant  AND Driver was the restaurant GPS location at all times after arrival                                          OR Food is ready timestamp is not there or is later than CAT+60 minutes
4.	Add DFD to List Link After refunding and calling the customer open the above tracking sheet Add the order number on the sheet Once you have compensated and informed all the customers work through the list The list is divided into 5 columns namely: Order Number : The DFD order number needs to be added in this column  Action : DC Complaint,Full Payment, RS Recoup  Agent Actioned : Name of agent actioning failed collection Go back to the dashboard to see if there are any Failed collections not actioned
5.	Complete Restaurant Resolution of the Exception DFD Complete Restaurant Resolution Section on Admin Mark as Full Payment to Restaurant IF DC Logged  Leave restaurant resolution unresolved  IF Escalated to RS for Recoup GROC Do not complete restaurant resolution  -Leave notes on admin on escalation to DC team or RS for recoup
6.	Always monitor the Exceptions page to determine if there are new failed collections

Failed Collections Dashboard:

Failed Collections Dashboard - Only for TL use 

1. OPS: Total Failed Collections = The total number of Failed Collections for the day 
2. OPS: Failed Collections Resolved = The total number of Failed Collections resolved for the day i.e both the customer and restaurant exception has been completed. 
3. OPS: Failed Collections Not Resolved = The total number of Failed Collections where the customer and/or restaurant exception has not been completed. 
4. OPS: Failed Collections - Customer not Resolved = The total number of Failed Collections where the customer exception has not been completed. 
5. OPS Failed Collections bar graph = Illustrates the amount of failed collections received per hour during the day.