Escalations to the Menu Team

1. Escalations to the Menu Team

Not all menu requests are to be escalated to the Menu Team as the Restaurant has most functions available to action themselves on either Marketplace or their device. 

The following scenarios are the only requests to be escalated to the Menu Team: 

1. Split Trading times i.e closed for Mosque, ( Closed ) 13:00 - 14:00 ( Refer to section 1.1 ) 

2. Design changes to the menu: ( Refer to section 1.3 )

• Description of menu 
• Menu layout 
• Images to be added or removed from the menu 
• Additions or removals of sections/items 

3. Price Changes: ( Refer to section 1.4 ) 

• Price adjustments on an item/s
• Price additions/removals

Below not to be escalated to Menu Team
Restaurant Issue	Restaurant Self Service	Macro Response
Changing Trading Times	Restaurants can change their trading hours for specific days. Restaurants can mark themselves as closed or open on their device Refer to the Mr D Partners Guide for clarity on how Restaurants are able to action this.	- Restaurant Self Service: Trading Times, Price Changes & Stock Management
Marking Menu Items- Sold Out/ Sold Out Indefinitely	Store able to do this on their Device  Refer to the Mr D Partners Guide for clarity on Menu Item Availability
Marking Menu Item - Hidden/Available	Store able to this on their Marketplace Refer to the Mr D Partners Guide for clarity on Menu Item Availability
Marking Menu Item Available - Sold Out/Sold Out Indefinitely	Store able to do this on their Device  Refer to the Mr D Partners Guide for clarity on Menu Item Availability

1.1 Escalations for Split Trading Time requests

If a Restaurant brings to your attention that they would like to have their trading times split i.e closed for Mosque, ( Closed ) 13:00 - 14:00, then follow the below guide to escalate the matter to the Menu Team: 

1

Restaurant calls RS/ Sends through a ticket:  Assess the Restaurants request using the above table as a guide to determine if this matter needs to be escalated to the Menu Team or not.

2

Create Zendesk Escalation Ticket: Search and apply the macro "Menu Escalations: Split Trading Times - Complete following details in macro Restaurant Name: Add Restaurant Name  Contact Person: Split Time Request:  Only 1 Day/ Permanent Change Date: Day of the week ,dd/mmm/yyy  Split 1 Time: hh:mm-hh:mm Split 2 Time: hh:mm-hh:mm  Complete Ticket Indexing  Form: Restaurant Service Request  Request Sent by: Restaurant Support (automatically populates if you search for macro first) Request Service Type: Menu and Date Update> Operating Hours  Mr D Food order number / DFD Number*: if request is related to an order Restaurant ID*: Restaurant Name :: Mr D Food: Ticket Origin :: Mr D Food*: Submit as Open

1.2 Educating Restaurants on matters in their control 

If a Restaurant requests for their Trading Times to be updated ( Not a split request ), items to be hidden/unhidden or price changes then follow the below guide on educating Restaurants to action this themselves: 

1

Restaurant calls RS/ Sends through a ticket: Assess the Restaurants request using the above table as a guide, once determined that this request can be completed by the Restaurant, follow step 2

2

Restaurant on Call: Use the Mr D Partners Guide as a guide on how to assist Restaurants on either hiding/unhiding items, changing trading times and changing prices.  If the caller is unable to access Marketplace at the time, action the request on the Restaurant behalf using Marketplace. Restaurant Sends through a Ticket: Search and apply the macro "Restaurant Self Service: Trading Times, Price Changes & Stock Management - Complete following Ticket indexing Form: Mr D Food Restaurant Enquiry ( Auto populates ) Request Query Type: Restaurant self service education: ( Select most appropriate option )  Restaurant ID*: Restaurant Name :: Mr D Food: Ticket Origin :: Mr D Food*:

1.3 Escalation due to design, menu layout, adding/removing images or additions/removals of sections 

Escalate the matter to the Menu Team if the Restaurant has any design changes i.e the menu’s layout, adding/removing images or additions/removal of sections. 

1

Restaurant calls RS/ Sends through a ticket: Assess the Restaurants request using the above table as a guide, once determined that this request can be completed by the Restaurant, follow step 2

2

Create Zendesk Escalation Ticket Search and apply the macro "Menu Escalations: Design of Menu ( Layout, adding/removing images or additions/removals of sections and Items)" Complete following details in macro Menu Section to be Updated:  Item/Option Name:  Images to be removed/added: : Menu Layout change:  Other: Contact Person(At Restaurant): Contact Number: Complete Ticket Indexing  Form:  Request Sent by: Restaurant Support (automatically populates if you search for macro first) Request Service Type: Menu and Data and Update> *Select most appropriate option  Mr D Food order number / DFD Number*: if request is related to an order Restaurant ID*: Restaurant Name :: Mr D Food: Ticket Origin ::  Submit as Open

1.4 Escalation due to design, menu layout, adding/removing images or additions/removals of sections 

Escalate the matter to the Menu Team if the Restaurant requires any updates to their prices.

1

Restaurant calls RS/ Sends through a ticket: Assess the Restaurants request using the above table as a guide, once determined that this request can not be completed by the Restaurant, follow step 2

2

Create Zendesk Escalation Ticket Search and apply the macro "Menu Escalations: Price Changes" Complete following details in macro Contact Number = Price Change = Item/Option Name = Menu Section to be updated = Contact Person =   Complete Ticket Indexing  Form:  Request Sent by: Restaurant Support (automatically populates if you search for macro first) Request Service Type: Menu and Data and Update> *Select most appropriate option  Mr D Food order number / DFD Number*: if request is related to an order Restaurant ID*: Restaurant Name :: Mr D Food: Ticket Origin ::  Submit as Open