Couriers
True or False
Couriers can use any form of transport?
False
We only have bike couriers
Name chat tags that are for both pre and post collection stages?
At least 3......
App problem
Trouble Navigating
Delivery Status
Emergency/safety concern
Order inquiry
(True or False) The Sendbird ID of the courier is the same as the courier ID in the CUP?
True
What is a macro?
A pre-typed response you can send to the courier.
Name the 3 courier operations in AT?
Courier onboarding
CS Tier 1
CS Tier 2
Which chat tag does the below statement belong to and what is this process called?
Did you receive notifications in the APP about making progress towards the restaurant?
Order Disappeared
Courier Not Making Progress
Who are the 4 stakeholders?
Courier
Customers
Partners (Resto)
Jeters (You)
Within the Assignments Tab. Which of the following is not listed under Metrics. 1. Drive Score 2. C to D Slack 3. Collect Leg Slack 3. Shift/Run Slack 4. Delivery Slack
3. Shift/Run Slack
True or False:
Seismic can provide feedback and tell you when to take a break
False
(True or False) All couriers on our network are employed by Liefarando?
Support answer....
False
They are independent contractors
If a courier is still at the resto waiting for the food but the status is on collected, what should the status be changed to and what will the chat tag be?
Parked at resto
Delivery status
What are the 4 order types?
Single order
Single partner pooling
Multi partner pooling
In transit pooling
Whenever we mark the order as 'Delivered' on courier's behalf we must:
Inform courier about order investigation
Inform courier about the possibility of chargeback.
Leave changelog note on the order and CUP
What is seismic?
Is there only one way to access it?
Seismic is a knowledge base that provides detailed information about processes and procedures.
No.
To become a courier on the network, what tools are needed?
Name 3......
Thermalbag
Cellphone
Powerbank
Bike
Chat tag- UTPO
Order status- In transit to partner
Order type- Multi partner pooling?
What is the first macro to send out?
Thank you for contacting Courier Support. We are sorry for the inconvenience. Can you please confirm if you want to remove one or both orders, and specify the order#(s) you wish to remove?
( select all that apply ) We need to flag the incident to Team Leads immediately when it comes to:
Threat to Life
Brand or Image Risk
Rude customer
Legal or Privacy Concerns
All of the Above
Threat to Life
Brand or Image Risk
Legal or Privacy Concerns
Go to the system and calculate the Half chargeback for an AT courier if the Resto hold is 20 mins, Tip €0 and Pay €9.50
Chargeback amount= €4.75
True/False. When it comes to road closure, the first thing to do is look for an alternate route and offer extra drive reimbursement to couriers.
True
What drives our couriers?
Name 4.....
Saving up for a vacation
Getting ready to make a big purchase
Building a savings account
Supplementing their main income
( Select all that apply) In which situation should we make an outbound call to the customer/restaurant to confirm? Which chat tag do they belong to?
Resto Closed
New Delivery Address
Order was collected by customer
Order not ready
Resto Closed
Order was collected by customer
Order collection issues!
Finish the sentence...
Every cancelation should be accompanied by?
Except if you cancel under. (Reason)
Because....
When do we use that reason to cancel?
A Resto Action
Skip Unable to complete delivery
It syncs with TMS
When there is no courier available
select all that apply) When handling UDAO, remember to:
1.Put courier on DNU and keep the chat open
2.Call the restaurant to confirm the staff name (who received the alcohol return)
3.Put your status to invisible
4.Reimburse courier for the extra drive
5.Put the courier off DNU after UDAO handling completed
6. All of the Above
1.Put courier on DNU and keep the chat open
2.Call the restaurant to confirm the staff name (who received the alcohol return)
4.Reimburse courier for the extra drive
5.Put the courier off DNU after UDAO handling completed
- Verify the courier’s location
- Inform the courier we will investigate further
- Create a General Action for Restaurants
- Monitor the Action log from the Care Services team
1. The Action log says the restaurant should now see the order
- Inform the courier about it
2. The Action log says the order cannot be fixed, it will be canceled.
- When the order is canceled, the courier will not be able to chat with us anymore. We can close the chat.
3. The courier doesn't want to wait
- Follow the regular "Order Is Not Ready" process to unassign the courier.
Which scenario does this belong to as per DSF guide?
Resto cannot see the
order in their system