Delay Monitoring SOP V1.6

Overview

This process document is to guide agents on the process that needs to be followed when monitoring delays in the business. This document will show the responsibilities and steps that need to be followed for each delay. This process helps the business to be proactive rather than reactive and will manage the customers expectations.

1. General Delay Principles

1.	General Practice when working delays	Add a note on admin indicating the customer was called or call attempt made, the coupon request was sent and add the Zendesk confirmation ticket if a coupon was sent
2.	Contacting Customers	Use the Branch Query::Customer delay feedback classification on Zendesk for all outbound calls to customers when working delays.
3.	POPI Customer  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 Verification to be used when contacting customers regarding delays.

2. Delay Exception Type

2.1 Driver Not Arrived At Restaurant

1.

Check the type of delay: Take the exception Check on the tracking tab on admin, when the driver was assigned -  if the driver has still not arrived at “Driver Assignment Time +15min”  Check the map on admin to see where the driver is Tell the branch where the driver is and that they need to get in contact with the driver as he is not at the store. Based on your observation, leave one of the following messages: The driver is at the incorrect restaurant, may be moonlighting Driver is not going to the restaurant please contact driver or assign new driver Driver has not arrived at the restaurant, please contact driver and send us an ETA

2.2 Driver not Arrived At Customer

1.	Take exception and see where driver is: Take the exception Look at the map on admin and follow the purple GPS Pins to see where the driver is: Inconclusive GPS Pins/ no GPS Pins - Proceed to step 2 GPS Pins clearly not at the customer/ driver still on his way- Proceed to step3
2.	Contact the branch and inform customer: Inform the branch of the delay and ask for feedback regarding the driver delay and an ETA to arriving at the customer
3.	Contact the branch and inform customer: Inform branch of the delay and that they should please get in touch with their driver to resolve the delay

2.3 Order not delivered

The order not delivered exception will be triggered if an order is not collected 7 minutes before the promised delivery time.

A push notification will be sent to the customer informing them of the delay and the exception will be assigned to the system. The customer will receive the following message “There's a delay in the preparation of your order. We apologise for the inconvenience. Please allow for additional time.” 

If the order is still not collected a second push notification will go out at 10 minutes after promised delivery.

The exception will be retriggered 17 minutes after the initial exception was created, and appear as a new delay exception.

2.3.1 Review Order Not Delivered Exception:

1.	Check admin to confirm the current order status The order status can be found on the delay page under the order ID Once order status has been confirmed, proceed to step 2
2.	Determine nature of the delay If the order status is at_restaurant proceed to 2.3.2 Order Not Delivered - Driver At Restaurant If order status is delivery_instruction_received or enroute_to_collection proceed to 2.3.3 Order Not Delivered - Driver Not At Restaurant

2.3.2. Order not delivered - Driver At Restaurant

1.	Check admin to confirm whether the delay should be worked: Criteria to determine whether to take the exception: Exception type is order_not_delivered Order status is at_restaurant Order is late by 22+ minutes or more after the promised time Does the exception meet the above criteria? No: Do not take the exception. Yes: Proceed to step 2
2.	Investigate exception Review zendesk tickets regarding order Review branch dashboards for notes regarding order Review admin maps and any other relevant information GPS Pins shows that the driver is clearly at the restaurant: Proceed to step 3 GPS Pins shows that the driver arrived for collection but is clearly not at the restaurant: Leave a note on the branch dashboard indicating route deviation causing a fake restaurant delay . Once you have completed the above step, proceed to step 3
3.	Inform the customer of the delay Call the customer and inform them that the driver is waiting for the order due to a restaurant delay Inform the customer that there is a possibility that the order might be cancelled if it is not ready by CAT+60. Customer is willing to wait for order - Offer R100 Coupon for the inconvenience  Customer wants to Cancel: Cancel Order & Provide R100 Coupon Leave a note on Branch dashboard  Escalate to RS  If the customer is unreachable, send the customer a sms to inform them of the delay Use the Branch Query::Customer delay feedback classification on Zendesk when solving the call ticket.
4.	Request & Send Customer Coupon Escalate coupon creation request to Mr D: Order Success on G-Chat Use the following format when requesting coupon: Delays Coupon Request DFD: Customer ID: Value: Once feedback is provided, create a new ticket and send the customer the Coupon.

 

2.3.3. Order not delivered - Driver not at the restaurant

1.	Take and investigate exception: Review zendesk tickets regarding order Review branch dashboards for notes regarding order Review admin maps and any other relevant information Order status is: No Driver Assigned  Follow the No Driver Assigned delay actions in appendix 1 If there are NO GPS Pins or Driver GPS Pins stagnant in one place for long period: Check if a note was left on branch dashboard regarding the delay: Yes - Proceed to step 2 No -  Leave a note requesting feedback on the drivers whereabouts then proceed to step 2
2.	Inform the customer of the delay Inform the customer of the driver delay and provide them with the reason for the delay. Customer wants to cancel: No: Offer the customer a R50 coupon for the inconvenience Yes:  Customer initially wanted to cancel but changed their mind:  Offer the customer a R100 coupon for the inconvenience Customer want to cancel the order:  Cancel the order and fully refund the customer Offer additional R100 coupon for the inconvenience If the customer is unreachable, send the customer a SMS to inform them of the delay Use the Branch Query::Customer delay feedback classification on Zendesk when solving the call ticket.
3.	Request & Send Customer Coupon Escalate coupon creation request to Mr D: Order Success on G-Chat Use the following format when requesting coupon: Delays Coupon Request DFD: Customer ID: Value: Once feedback is provided, create a new ticket and send the customer the Coupon.

Appendix 1: Order Not Delivered Decision Tree

Appendix 2: All delay exception types not active

No Driver Assigned (Active but not to be looked at)

What is this: The order has been accepted by the system and has been injected into the courier.  A specific driver has not been assigned to the order to complete the actual delivery.

1.	Check Audit log on driver dashboard: Take the exception If no driver is assigned to an order, manually assign a driver to the order by marking it as Urgent, using the Assign ASAP option
2.	Manually assign a driver to an order as ASAP: Open branch Dashboard by clicking on “View Branch Dashboard” Select the “Food” tab at the top and then select the order number in question. Click on the “Admin” tab once the popup appears and then click on “Assign ASAP” - Once you click on the “Assign ASAP” option it will disappear.  Inform the branch with the following message:  “We have manually assigned a driver to this order - Please make contact with the driver and provide us with an ETA”. Leave a note on admin that a driver was manually assigned to this order.
3.	When to cancel the order: Inform the customer of the driver delay and provide them with the reason for the delay. Customer wants to cancel: No: Offer the customer a R50 coupon for the inconvenience Yes:  Customer initially wanted to cancel but changed their mind:  Offer the customer a R100 coupon for the inconvenience Customer want to cancel the order:  Cancel the order and fully refund the customer Offer additional R100 coupon for the inconvenience Log a courier complaint to the full order value - This will be billed to the branch Send the following note to the branch: “Order not allocated and accepted by drivers by the Promised Delivery Time, As per SOP - order canceled.  Branch is liable”

Late Driver Arrival At Restaurant 

What is this:  The driver arrived after the promised arrival time for collection and the order is not yet marked as collected and the promised collection time has lapsed. 

1.	Check where the current delay is: Did the driver arrive before Proof of collection - Follow the Restaurant Delay Process below. Did the driver arrive after Proof of collection - Proceed to step 2
2.	Inform the branch and ask for feedback: Inform the branch via tiles of the delay and ask for feedback on what is causing the delay. If this is a restaurant delay - Proceed to step 3 of the Restaurant Delay Process below

 

Restaurant Delay

What is this:  The driver arrived at the store at the correct time and the order has not been marked as collected at the promised collection time.  In most cases this will be due to the restaurant delaying the order.  It is possible that it is the drivers action that is causing this delay.

1.

Check if it is a real Restaurant delay: Take the exception Open the map on admin, is the orange GPS Pins mostly around the restaurant? If the driver is clearly not at the restaurant - Proceed to step 2 If the driver is clearly at the restaurant - Monitor the delay but do not take any action

2.

Inform branch of incorrect Restaurant Delay: Contact the branch via Branch dashboard Respond with: Please contact the driver, he is not at the restaurant and is creating a fake restaurant delay or assign a new driver to the order. Log a driver complaint stating “Driver manipulating the system, creating fake restaurant delay” - Use the “OS: Not a Restaurant Delay - TDT chargeback” Branch complaint.  Include the image of the map on admin. Contact the customer and tell them that we have an unforeseen delay on this order.  We are aware of it and we are busy sorting it out for them.  They should keep track on the order tracking screen to see where the order is currently at.

 

Driver Delay At Customer

1.	Take the Exception and check the order status: Take the exception Look at the order details to see if the driver has activated the Doorbell and started a driver chat stating they have arrived This is done: Go to step 3 This is not done: Go to step 2
2.	Inform branch that driver did not activate Doorbell: Inform the branch we have picked up a delay on that order and the driver has not activated the doorbell yet or initiated a driver chat.
3.	Check Driver location and request feedback: Look at the map on admin to see if the driver is at the correct address Inform the branch of the delay at the customer and that they should get in touch with the driver Call the customer and inform them that the driver has arrived and should be outside