BATCH SELECTION
PICKING
CHECKOUT
DELIVERY
100

T/F: WE CAN ACKNOWLEDGE A BATCH FOR A SHOPPER ONCE THE APP IS NOT WORKING.

FALSE 

100

IF A SHOPPER HAS ISSUES MARKING ITEMS AS FOUND, WHAT IS THE FIRST ACTION?

Check to see if the shopper picked all items on the list (ex. marked as found, replaced, or refunded).

100

IF THE SH FORGOT TO SCAN AN ITEM WE CAN?

MOVE THE SHOPPER BACK TO CHECKOUT AND HAVE THEM SCAN THE ITEM AND PAY 

100

WHEN WOULD WE USE THIS WORKFLOW TO ASSIST A SHOPPER?

  • Signature issues
  • App freezes
  • The shopper can’t move back or forward in the app
  • Delivery PIN requirements
200

IF THE SHOPPER HAS DIFFICULTIES MOVING FROM ACKNOWLEDGED TO PICKING, WHATS THE FIRST STEP?

REVIEW THE BATCH PLAY PAGE TO CONFIRM THE SHOPPER'S AT THE CORRECT LOCATION. 

200

IF THE SHOPPER IS UNABLE TO MARK THE ITEMS IN THE APP, HOW CAN YOU HELP?

MARK THE ITEMS AS FOUND OR REFUNDED IN ADMIN

200

IF THE SHOPPER IS UNABLE TO ENTER RECEIPT INFO, WE SHOULD?

MOVE THE SHOPPER TO DELIVERY. 

200

T/F IF THE ORDER CONTAINS HIGH VALUE ITEMS, RX, OTC OR ALCOHOLIC ITEMS, WE SHOULD ADVISE THE SH TO LEAVE THE ORDER UNATTENDED. 

FALSE.

300

T/F FOR ORDER AHEAD ORDERS, IT IS OK FOR SHOPPERS TO SHOP AT ANY APPROVED LOCATION.

FALSE 

300

T/F WE SHOULD NEVER ASK A SHOPPER TO MANUALLY ENTER OR SCAN ITEMS IN THE APP EVEN IF THEY CAN. 

FALSE

300

BEFORE MOVING A SHOPPER FROM CHECKOUT TO RECEIPT VERIFICATION, WE SHOULD?

CHECK TO SEE IF THE SHOPPER SWIPED THEIR PAYMENT CARD. 

300

WHICH TEAM IS ALLOWED TO MARK THE ORDER AS DELIVERED FOR THE SH? 

T2

400

WHAT ACTION DO WE FOLLOW IF THE SHOPPER CANT MARK THEMSELVES AT THE STORE FOR A DELIVERY ONLY BATCH? 

Review batch pay to confirm the shopper is at the correct location.

If the shopper is at the specified store with the staged bags—

  1. Confirm the number of bags and ensure they're in Admin.
  2. Move the shopper forward to Stage for Delivery.
400

IF THE CX REQUESTED NOT TO BE CONTACTED IF ITEMS ARE REFUNDED OR REPLACED, WE SHOULD?

MOVE THE SH TO CHECKOUT. 

400

IF THE ORDER REQUIRES FOR A CODE TO BE SCANNED, WHAT SHOULD THE SHOPPER DO?

SCAN THE CODE FIRST BEFORE THE ITEMS.

400

IT IS OK TO FORCE COMPLETE AN ORDER FOR THE SH ONCE THE ORDER IS DELIVERED TO THE CX.

FALSE



500

LIST 2 REASONS WHY A SHOPPER MAY NOT BE ABLE TO ACKNOWLEDGE A BATCH.

1. APP IS NOT UPDATED.


2. ANOTHER SH HAVE ALREADY SELECTED THE BATCH. 

500

IF A CX REQUESTED TO BE CONTACTED FOR REPLACEMENTS, WHAT SHOULD WE ADVISE THE SH?

Tell the shopper they need to verify replacements with their customer before they can move forward. Follow the in-app prompts to reach out to the customer via their preferred method

500

BEFORE MOVING A SHOPPER TO BAGS VERIFIED, WHAT SHOULD WE CONFIRM WITH THE SHOPPER?

  1. Confirm the number of fridge, freezer, and shelf bags with the shopper.
500

HOW DO WE HANDLE HYVEE AND HANNAFORD ORDERS IF THE SH IS UNABLE TO MARK THE ORDER AS DELIVERED? 

Hy-Vee 

Actions—

  1. T1 specialists, warm transfer to T2.
  2. T2/T3 specialists, force complete the order. 


Hannaford 

Actions—

  1. Cancel the order and select cancellation reason "Customer MIA."
  2. Tell the shopper to return all items to the retailer. Orders can’t be left unattended.
  3. Call the retailer and tell them that the order is canceled so they can notify the customer
M
e
n
u