Overview

The objective of this document is to provide a guideline to how agents manage exceptions that could arise from Takealot Now orders.

1. What are Takealot Now Exceptions?

2. Exceptions Customer & Restaurant Resolution

3. Darkstore Partial/Failed Picks Process

4. Failed Collections Process

5. Failed Deliveries Process

6. Failed Deliveries Returns Process

7. Marked Delivered not Received Process

Decision Tree Links

1. What are Takealot Now Exceptions?

During the order journey of a Takealot Now order, there are instances where a Takealot Now Agent is required to create an exception for potential issues that could arise.
These issues could be related to one of the following:

1.1) Not all Items are available

1.2) Failed Collections

1.3) Failed Deliveries

1.4) Marked Delivered not Received

1.5) Missing Items

2. Exceptions Customer & Restaurant Resolution

2.1 Customer Resolution

2.2 Store Resolution

2. Darkstore Partial/Failed Picks

Dark Store Calls CS as it accepted an order & realises they don't have stock or can only fulfill the order partially

1.	Receive Call from Darkstore Contact: Request DFD number and search for the order on Admin Instruct the Darkstore to hide the item using the restaurant device while they wait for feedback Place the Dark Store on hold while you attempt to contact the Customer. If one item ordered do not keep the store on hold.
2.	Contact Customer via call: Customer Answers: Ordered 1 item, apologize for the inconvenience and proceed to follow Step 3 Cancel Order. Ordered multiple items, apologize for the inconvenience of the item that is out of stock Ask the Customer if they would like to proceed with the remainder of the order and proceed to follow Step 3 Proceed with order. Customer does not Answer: Ordered 1 item, apologize for the inconvenience and proceed to follow Step 3 Cancel Order. Ordered multiple items,If the Customer does not answer proceed with the remainder of the order and proceed to follow Step 3 Proceed with order.
3.	Cancel or Proceed with Order Cancel Order Inform the dark store before canceling if the customer could have had a partial order but opted to cancel Cancel order on admin Leave note in the internal comments Complete the Exception Customer and Restaurant Resolution Proceed with Order Inform Darkstore that customer has opted to proceed and the order can be prepared for collection Leave note in the internal comments on admin Complete the Exception Customer and Restaurant Resolution
4.	Inform the Customer : Create a new ticket Cancelled Order Apply the "TAL NOW:: Exceptions :: Partial/Failed Picks:: Order Cancelled" Proceed with order Apply the "TAL NOW:: Exceptions :: Partial/Failed Picks:: Proceed with Order"
5.	Inform Darkstore of Recoup Create a new ticket Send a recoup email to the darkstore

3. Failed Collections Process

1.	Kibana Dashboard: You will be confronted with a Failed Collection while monitoring the Failed Collections/Deliveries dashboard. When you do see a Failed Collection, search for the Customers order on Mr D Admin.
2.	Customer & Restaurant Resolution: - Customer side of the resolution will be automatically completed & refunded by the system - For the Restaurant Resolution side of the exception, select no payment and leave relevant notes.
3.	Customer Contact: Attempt to call the Customer to provide them with an update. Customer Answers: Apologise to the Customer and advise the Customer their refund has been automatically refunded . Customer Does not Answer: Resolve ticket Leave notes
4.	Confirm with Store Call the store to confirm if the items were collected Determine if driver followed SOP in failed collection process Failed at the store At the store at all times after arrival Escalated note left by the branch Log a driver complaint if Store confirms Item was collected by the driver AND there is no note from the branch indicating that driver made a mistake and is en route to delivery Driver complaint Billing amount: Full value of ordered items Item was not collected by the driver but SOP was not followed Driver complaint Billing amount : R30

4. Failed Deliveries Process

Kibana Dashboard:

You will be confronted with a Failed Delivery while monitoring the Failed Collections/Deliveries dashboard. When you do see a Failed Delivery, search for the Customers order on Mr D Admin.

*Add screenshot of how the dashboard looks

Customer & Restaurant Resolution:

- For the Customer Resolution side of the exception, provide the Customer with a full refund and leave the relevant notes in the exception.

- For the Restaurant Resolution side of the exception - Leave the section blank

*The Restaurant Resolution section will only be filled in once the Agent can confirm that the order was returned to the Dark Store

Customer Contact:

Attempt to call the Customer to provide them with an update.

Customer Answers:

Apologise to the Customer and advise the Customer that you have processed their refund.

Customer Does not Answer:

Apply the “TAL NOW:: Exceptions: Failed Delivery Refund/Replacement” - Submit as solved.

4. Failed Deliveries Returns

The below process needs to be completed after the failed delivery returned log is received from the Darkstore. The sheet is required to resolve the restaurant resolution of the exception.

Outcomes from checks

Item Returned= No Payment to the store
Item Not Returned= Full Payment to the store

1.	Receive Updated Returned Log - Darkstore will upload the failed deliveries return log to here on a daily basis
2.	Check if failed delivery was returned Download failed deliveries data from kibana Upload failed deliveries for the previous day to the sheet, download data Using the failed deliveries tracker (here), go through the list of orders Determine if the DFD of the failed delivery appears in the sheet from the dark store Update sheet to indicate order returned or not returned
3.	Complete Exception No Payment DFD of the failed delivery appears in the sheet from the dark store and the CS failed delivery tracker Full Payment DFD of the failed delivery does not appear in the sheet from the dark store and the CS failed delivery tracker
4.	Log driver complaint Log a driver complaint if the store is paid in full to the value of the ordered item
5.	Update Update internal notes on admin

5. Marked Delivered not Received

1.	Customer Contact: The Customer will make contact by either call or email advising that the Driver marked their order as delivered but they do not have it. Call: Request for the Customers Order number and proceed to step 2. Ticket: Has the Customer provided enough information i.e DFD & description of the issue? If Yes: Proceed to step 2 If No: Call the Customer to get the relevant details.
2.	Open Admin: Go to the tracking page and identify at what time the Driver marked the order as delivered. Customer Contacted us 15 min or less after POD was activated: Advise the Customer to wait for 15 min as the Driver could have triggered an early POD. The Customer should reach out to us if they still have not received their order after the 15 min wait period has lapsed. Customer does not reach out: End Customer advises they have still not received their order move to step 3 Customer Contacted us 15 min or more after POD was activated: Advise the Customer that you need to investigate and you will provide feedback as soon as a decision has been made Move to step 3.
3.	Investigation: Follow the Grocery MDNR Process If the Customer is a fraudster, escalate to the CSM for the CSM to make a decision on whether to compensate or not: End If the Customer is not a fraudster, resolve the exception by providing the Customer with a full refund and providing the Store with full payment. Log a Driver complaint for MDNR. Move to step 4
4.	Customer Feedback: Send the Customer the confirmation of credit macro for Takealot Now Orders.

6. Missing Items

1.	Customer Contact: Receive complaint from the customer that they are missing an ordered item Call Apologise to the customer Inform the customer that we are going to escalate the issue to the DC to investigate Handover and packing Inform the customer that you will provide them with feedback once the investigation is complete Written Call customer first to explain to them the missing item investigation process
2.	Escalate to Darkstore Send an escalation to the DC Include the following DFD: Product Name: Product Barcode:
3.	Investigate Customer Profile Review customer complaints history in line with the Customer Complainer SOP
4.	Receive Feedback from Darkstore Error in packing Create an exception and compensate the customer No Payment to the darkstore No Error in Packing Review driver collection image Escalate to TL for a compensation decision to be made
5.	Inform Customer Error in packing Send customer email using the “Missing Items Refund confirmation” macro No Error in Packing Compensate Send customer email using the “TAL NOW :: Exceptions :: Missing Items Refund/Replacement” macro No Compensation Call customer and inform them of the decision to not compensate and reasons thereof
6.	Update Notes Update Zendesk ticket Update internal comments Admin

6.Managing Exceptions SOP V1.1