ASTRA
Mx wants to cancel a marketplace order. What's the next step in achieving that?
Go to Mx cancellation V2 WFT
Dasher are coming too quickly to pick up order, mx would like to increase their preptime for the orders. Where can we do change/increase the preptime?
Ctrl + F - type prep time in the pop up box. Convert minutes to seconds, thats the numbers to input
Mx requesting assistance with their MOST LOVED status
Mx portal > Insights > Most Loved
Mx is frustrated and requested to speak to a supervisor/your boss, you have attempted to de-escalate. Where do you escalate?
SME Swarm > Escalated Mx call
Mx is requesting payment on a canceled order made on a Drive account. Where do we process payments on ASTRA?
On the Order Resolution Tool next to the WFT tool
Mx is requesting to have their robocall enabled
Mint > Protocols > Confirm protocol
Mx requires assistance with being granted access in the Mx portal
Settings > Manage Users > Add User
Who can assist with a dasher unassisgnement on Astra if teamamte is unable to proceed
SME SWARM
Order is cancelled, kindly confirm who cancelled. Where on ASTRA would you confirm who cancelled the order?
Check the order timeline
Mx would like to close the store for the day, whats the next step in achieving that?
Ctrl + F hours, select date and time
Mx would like to block a dasher from their store,where would you direct mx on the portal to achieve that?
Select orders - find the customer and pull out the infortmation, select "rate dasher", then from there select "block dasher
What is the limit for the amount of swarms 1 agent can do?
There is no limit
I have made this order and the dasher is late. If I remake it will I get paid?
Order Status Inquiry( DX has not arrived/Dx is late)
Where can you check the Mx's commission rates?
Financial information( Merchant Affiliate Programs)
I want to pause my store for the day. Where can I do it on my Merchant portal
Store Availabilty> Store Status
How many otions are availabe when initiating a swarm and what do each of the options do?
There are 2 options: GA swarm initiates a swarm with a Global advocate; While a SME swarm initiates a swarm with a Subject Matter Expert
The first dasher has already picked up the order, but Dashers are still coming to the store.”
Which WFT is applicable?
Order Status enquiry( Order was picked up by another DX)
Where can you check the status of change of ownership?
SSCOO Status
I want to add staff tips. Where can I find that on my Merchant Portal?
Settings> Account Settings> Staff tips for pickup order(Switch it on)
Who can assist you with filing DIR?
GA Swarm