Courier Mantra/Case
Contact Protocol: We will report the couriers using "Dispatching Escalations Form" in the below cases after following the "Break" Mantra in 3 situations. what are they?
Hijacked order
Wrong number
Harrasment
If the rider completed the order by mistake and then the customer refused to receive it then we will
Cancel the order
The rider cannot access/enter the building and said he picked up the order but can't take the pick-up action. and vendor located inside "Mall-Compind-Club", we will
pick up for him
if there is a delay in the order what should we do
we need to ask the rider for the reason for the delay and and about the estimated arrival time
If we receive an escalation via Slack due to bad behavior from the rider we will put a rider break till EOS
true or false
False
In case of rider is not answering the call before pick up. and his status is accepted. what is the action
Re-dispatch the order and mark him break 30 mins
In case of Modification and it is a Cash order, we call the CST to confirm and he is aware of the modification and agreed, we will
proceed with modification
If the return trip is not assigned to the same rider and the rider status is working, what should you do?
manually assign the trip on him
Once the issue has been picked, The First thing to do is to
send delay sms
If we receive a Slack request to assign a rider for missing items, the first step you should take is to confirm whether the customer has already received a refund for the missing item
True or false
True
App issue: In case rider reported he can't see order details before pick up. What will we do?
1-Re-dispatch the order to same rider again
2- If he can see the details ask him to proceed.
3- If not: re-dispatch the order and ask if he did the TS before guide him to the mails, if he did not will mark him break 30 mins and share steps with him
Mention 5 cases of fraud criteria
3 cancelled last 24 hrs
2 big canceled last 24 hrs
CST hijacked and refused to pay full amount
cancelled orders by talabat are equal or more than successful
address is out of zone
Rider reported that there is a late preparation in the vendor and unwilling to wait for more than 10 mins, what is the action to be taken
Call the vendor to check and if vendor was unreachable or will take more than 10 mins will re-dispatch
Manual Assign Mantra, Start with the riders that have ...... complete the sequence
0 orders, if you didn't find any, check the riders with 1 order assigned to them (near drop off- left pick-up).
- If you didn't find any check the riders with 1 order assigned to them (near pick-up).
- Search for active orders from the same vendor that are "Near Pick Up" and assign the rider to the unassigned order.
if we receive a Slack from T-mart requesting an order cancellation due to a fraud customer/fake voucher. What is the FIRST step you should take?
Validate the customer history by following the fraud cases.
Order has been delivered after cancellation and it is a cash order. what should be done?
1- add new slot and assign same rider
2- mark it primary
3- complete the order to the rider
4- change status to successful on BOA
The customer refused to pay part of the order amount and CST already received the order, what are the scenarios
-CST refuse to pay full amount= modify - Complete check fraud criteria
- Cst refused to pay more than 50%= cancel - courier do not take money, if courier took money fil escalation form
- refusal due to valid like items missing = modify - no fraud cases
when to cancel the return trip? mention at least 3
The rider was unreachable and the vendor confirmed they didn't receive the order back.
- Hijacked order by the customer.
- Vendor and rider were unreachable in case the rider confirms he took /Ate the food or he will not return the order.
- If the order was canceled due to an accident and the food was damaged.
If the order was canceled due to all the order items spilled or one item affecting the other, all the order's items got damaged, even if the vendor refused to receive the whole order due to 1 item issue.
Waiting At Pick Up and food is ready,rider is unreachable, what are the scenarios
follow the unreachability mantra by calling the vendor to check whether the order was handed to the rider or not. and act accordingly if
vendor unreachable or order still there and ready
vendor handed the order already to driver
vendor stated ordernot ready yet and will be ready soon will follow up
If we receive a Slack request to assign a rider as there are electronic items not working and the order status is completed, we will
Assign re-delivery rider to bring back the items
The rider is reporting that he’s not willing to do the order due to the distance to the pick-up point, or reporting that the vendor is out of his zone. what are the scenarios
1- If an order exceeds the new distance limit, we will Re-dispatch it.
2- If the rider's status is "Near Pickup" indicating he has reached the vendor's location, and he claims a long distance, Remind the rider that he is already within the geofence and can proceed with pickup. If the rider insists, we will follow the invalid refusal mantra.
Rider reported that the CST said he received the order already and it is not duplicated and it is a cash order and order delivered by another Talabat rider, what will we do?
1- check order events and validate near and pick up
2- if any call the riders one time, if not cancel
3- reached the rider who delivered, assign the order manually on him
4- did not reach the courier, cancel if no one confirmed he delivered
5- complete on any previous rider if they were unreachable
The rider reports that there is an unavailable menu item, what is the first thing to do?
call vendor - if unreachable or confirmed will cancel
if vendor did not confirm will proceed normally
if vendor confirmed and offered alternative will ask him to call the CST and ask rider to wait 5 mins then follow up
Courier Not Moving Towards Drop-off // Courier has no GPS and drop off is overdue. what is the first step to take and then what in case the rider is moving
document distance and wait between 1:3 mins and check rider moving or not
moving.. no call and if decreasing document the remaining distance and send tweety, then wait 5 mins if not reached and the distance decreased the call the rider
We are handling 3 types of slack:
what are they
T-Mart / NFV KW / Instashop EG