Overview:

The objective of this document is to provide a guideline of how Takealot Now Agents should cancel or reschedule returns

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. Mr Delivery Express - Return Statuses

The below table aims to describe the various statuses that a Return can be in on Mr Delivery Express

Statuses on Express	Description
Unscheduled At Customer	The return has not been scheduled for collection yet.
Scheduled	The return is scheduled to be collected from the Customer.
Injected	TDT has been notified of the return and a Driver has been allocated to collect the return
In Progress	The Driver is out to collect the Customers return.
Waiting for Milkrun	The return is at the hub and is ready to be dispatched to the DC
On Milkrun	The return is on its way to the DC.
At MrdX Dispatch	The return is currently at the DC and is being evaluated.
Completed	The return has been evaluated and a decision has been made regarding the return.
Unsuccessful	The return was unable to be collected
Waiting for Feedback	Action is required in order for the return to carry on with its journey
Canceled Returns	Canceled upon request.
Claimed Returns	Parcel has been claimed due to damaged or lost in transit & will be replaced via MRRN - Lost in the transit process

3. Return Cancellation Requests

Customers have the option of canceling their return. A return can only be canceled by an agent if the status of the return on Express is at one of the following:

Unscheduled at Customer
Scheduled at customer
Injected
Rejected

Cancellation requests cannot be processed when the status of the return is “In progress” or has been collected from the customer.

3.1 Cancellations - Rejected/Scheduled Status

The below steps outline how to deal with a cancellation request and the Status of the Return is either Unscheduled at Customer, Scheduled at Customer, Injected or Rejected.

1.	Customer Contact The Customer makes contact ( Either by call or ticket) with the Takealot Now Team requesting for their return to be canceled. Call: Call script to be added Request MRRN number Reason for cancellation Ticket: Review ticket details Has the customer provided the MRNN number and the reason for cancellation Yes: Proceed to step 2 No: Contact customer for required information, once provided proceed to step 2
2.	Open Express Search for the MRRN or MDX Number on Express in the top right hand search bar. Right click on the Return and select ‘Change Status’. Click on ‘Status’ Select the ‘Canceled’ status. Leave Notes on action taken Select ‘Update Waybill’ on the bottom left hand of the Waybill.
3.	Open CS Portal In the search bar on the top left of admin, paste the Customers MRRN number and select search. Select the Pencil Icon Select Cancel Return
4.	Inform the Customer Advise the Customer telephonically ( if on call ) that the Return has been canceled. Respond to the Customer via the Ticket that the Return has been canceled Apply “TAL NOW :: Returns :: Return Request Cancelled” macro
5.	Conclusion: Update the TAL NOW Returns Tracker Update Admin Complete the Zendesk fields

3.2 Cancellations - In Progress

The below steps outline how to deal with a cancellation request and the Status of the Return is In Progress.

1.	Customer Contact The Customer makes contact ( Either by call or ticket) with the Takealot Now Team requesting for their return to be canceled. Call: Request the MRRN number Request the reason for cancellation Inform the customer that they should reject the collection when the driver calls Ticket: Review ticket details Has the customer provided the MRNN number and the reason for cancellation Yes: Proceed to step 2 No: Contact customer for required information, once provided proceed to step 2
2.	Open Express Open Express and confirm the status of the return
3.	Feedback to Customer ( Potential Call Script to be added ) Call The Customer needs to advise the Driver that they do not want to return the item anymore Advise the Customer you will send them an email once the call has concluded and they need to respond to the email once they have rejected the return - Apply the “TAL NOW :: Returns :: Return Request Cancelled” macro Submit ticket as “On Hold” Written Call the customer first Apply the “TAL NOW :: Returns :: Return Request Cancelled” macro Submit ticket as “On Hold”
4.	Feedback received from Customer Follow the ‘Rejected/Scheduled Status’ cancellation steps. Feedback not received from Customer Go onto express at the end of your shift and check that the return is in a rejected status. Follow the ‘Rejected/Scheduled Status’ cancellation steps.
5.	Conclusion: Update the TAL NOW Returns Tracker Update Admin Complete the Zendesk fields

4. Rescheduling

Sometimes a customer has to reschedule a collection, an agent must be able to determine if the collection can be rescheduled, action the rescheduling and inform the customer of the outcome.

4.1 A rescheduling of a return can be triggered in two ways:

Customer request for rescheduling
Return collection has been rejected and not auto rescheduled

4.2 Rules for Rescheduling Return

Rescheduling Request Date	Return Status	Branch Confirmation Required	Rescheduling Decision
Monday-Friday	Unscheduled at customer Scheduled at customer	No Call to branch required	Reschedule Return
Weekend/Public Holidays * Weekend collections only done at residential *Business address to be rescheduled for Monday	Unscheduled at customer Scheduled at customer	Call to branch required to confirm weekend/public holiday collection	Reschedule Return for Weekend/Public Holidays IF branch confirms
Monday-Sunday Weekend/Public Holidays collections only done at residential Business address to be rescheduled for Monday	In progress	No Call to branch required	Do not reschedule Inform customer return collection to be rejected

4.3 How to Reschedule a Return

1.	Customer Contact Customer contacts us to request to reschedule their return Call: Request MRRN number Reason for rescheduling Requested Rescheduling date: *If the customer requests a Weekend/Public Holidays reschedule ask them for an alternate date during the week just incase the branch does not do Weekend/Public Holidays collections Written: Call the customer if the rescheduling requests dates are not clear or we need more information If information provided is clear proceed to the next step Agent is working through rejected order list Outbound call the customer due to a rejection and you agree to reschedule the collection for the customer
2.	Review Return Status on Waybill Search for the waybill on Express using the MRRN or RRN number Action the reschedule request? YES: IF the status of the return is Unscheduled/scheduled at the customer or “Rejected” the customer request to reschedule can be processed. NO: IF The status of the return is “In Progress” you cannot reschedule the customer return until it has been rejected Call:Inform the customer that they should reject the collection when the driver calls. Follow up the call ticket with an email in step 4 Written: apply step 4
3.	Reschedule the Return Right click on the row of the waybill and select “schedule waybill” Select schedule date on the calendar Ensure the minute slider is on the extreme left Always schedule the time until 5pm Select Done Leave a note on action taken Select Update waybill *NB IF the customer wants the return rescheduled for the Weekend/Public Holidays, contact the branch first to confirm if they do Weekend/Public Holidays collections.
4.	Inform the customer A) Return Rescheduling Request Accepted & Rescheduled Apply the “TAL NOW:: Returns :: Rescheduling :: Rescheduling Confirmation” macro Update the macro to reflect the updated return date Proceed to step 6 B) Return Request Rescheduling Pending Rejection Apply the “TAL NOW:: Returns :: Rescheduling :: Rescheduling Confirmation” macro Update the macro to reflect the updated return date
5.	Feedback received from Customer Follow the above rescheduling steps. Feedback not received from Customer Go onto express at the end of your shift and check that the return is in a rejected status. Follow the above rescheduling steps.
6.	Update Returns Tracking Sheet Update the TAL NOW Returns Tracker with the updated return collection date Leave note on admin linking Customer email ticket and reschedule date