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SG Laundry SOP

1. Partner Information

1.1 Partners

Partners

Address

CCTV?

Operating Hrs

Laundry Mart

38 Woodlands Industrial Park E1, #02-05, S757700

Yes

24hrs

iWash

80 Senoko Drive, S758244

No

8am to 11pm

New Sparklean

1014 Eunos Ave 5, S409740

Yes

8am to 5pm

Central Laundry

18 Pandan Road, S609270

No

8am to 11pm

Big Mama

51 Ubi Ave 1 #03-16 Paya Ubi Industrial Park, 408933

No

8am to 5pm

 

1.2 Hub Breakdown for Partners

Refer to the Factories masterlist to find out which laundry partner laundered the order: https://docs.google.com/spreadsheets/d/1nQiIyEDUrgjJRcNlV0XymhwPJQJH5qqcmHu2GbSH5Uc/edit#gid=0

WEF 19 Sep 2017 Hub Orders Distribution:6PM - 7PM    

HUB

Old

New (From 19th September)

CBP

New Sparklean

New Sparklean

EPM

New Sparklean

New Sparklean

BDA

New Sparklean

New Sparklean

KWM

New Sparklean

New Sparklean

PRW

New Sparklean

New Sparklean

CTP

New Sparklean

New Sparklean

Corporate (Discovery) - ISLANDWIDE]

New Sparklean

New Sparklean

SWP

New Sparklean

New Sparklean

CSM

Iwash

Iwash

BKM

Iwash

Iwash

AMK

Iwash

Big Mama

SPL

Iwash

Iwash

OCC

Iwash

Iwash

KBR

New Sparklean

Big Mama

TPY

Big Mama

Big Mama

BNA

Big Mama

Big Mama

PGP

Laundry Mart

Laundry Mart

KKM

Laundry Mart

Laundry Mart

YTP

Central Laundry

iwash

TMJ

Central Laundry

Central Laundry

COR

Central Laundry

Central Laundry

HIL

Central Laundry

iwash

CLM

Central Laundry

Central Laundry

JGW

Central Laundry

Central Laundry

TAM

New Sparklean

New Sparklean

 

Whatsapp chats and documents

The Whatsapp chat groups includes all laundry CS staff (PH and SG), representatives from the laundry partner and the laundry operations team.

  • honestbee Laundry Mart, iWash, New Sparklean and Central Laundry whatsapp chat
  • Admin of chats: Flor, Jason, Elson, Zhenrong, Penelope and Rashidah

To ask/inform the merchants through chat group when:

  • You are unsure on the classification of items asked by customers, or whether we launder any particular items
  • There is a re-laundering of items needed
  • You want to check if pieces of items are left behind at factory
  • Mixed delivery
  • You need to clarify if laundry issues are solved and ready to be redelivered back to customers

 

    • Reporting of Non-tally / severe defect items to customers
      • All of our laundry partners update everything via the new platform (https://hbldry.bubbleapps.io/cs_page). CS team members can sign up for an account on the new platform and request access from Elson.
      • CS will be responsible in raising issues highlighted by our laundry partners through the mentioned platform above. Automated email generation from concierge@honestbee.sg is generated from the plaform.
      • Rules for Factory:
        • Split laundry issues spotted into 2 types (i. Minor ii. Severe)
          • Minor issues are those that could be cleaned / processed safely without impacting on the overall condition of the item – PROCEED. To save time, Minor issues does not need to be reported.
          • Severe issues can be exacerbated by the processing of the item - REJECTED
          • Orders with rejected items will be communicated to us immediately via the new platform.
        • Non-tallying orders
          • Non-tally orders to be communicated to us immediately via the new platform

 

Laundry Tracking file

 

2. Laundry Service Introduction

2.1 Types of laundry services

  • Premium dry cleaning
  • Dry cleaning
  • Iron Only
  • Wash and Iron
  • Load Wash (Wash and Fold)

Expected conditions of cleaned laundry:

  • Ironed items on hangers, Load wash (Wash and fold) in a bag
  • Dry cleaned bedding items are normally folded.
  • Other dry cleaned like jacket, dress, it will be delivered on hangers.

2.2 Permitted items

Reject everything that are not listed in our price list: (https://docs.google.com/a/honestbee.com/spreadsheets/d/1KEs3UUy87reLlQJ74JXlNl0FHfdr7jdj3bVSmo1xJ-k/edit?usp=sharing)

Frequently asked items that are not accepted:
Items can also be rejected due to the pre-existing conditions, e.g.

  1. Discolouration
  2. Hole / Wear & tear
  3. Thread run

 

Classification of certain items:

  • Sofa Seat = 3 seater (backrest, seat rest & armrest)
  • Cardigan (long or short) = Sweater / Cardigan
  • Cardigan (thick or made of wool) = Winter coat

 The CS team should get the agreement from the Laundry Manager (Elson) on the classification of any ambiguous items via a personal message. It will be good to ask customer for pictures and provide it to them.

Is the bedsheet/protector/comforter/sofa covers pricing applicable to all kinds of bed/sofa size? Yes, at the moment >> Sofa covers are charged by each set/unit defined as for a 3-seater sofa

Macro: Laundry03 – Do not launder

 

2.3 Turnaround period

Turnaround period is the minimum number of days allowed between laundry pickup and delivery.

Two working days after the pickup of item.

If pickup is on Monday, items will be dropped off at factory tonight. Order will be picked up from the factory on Wednesday morning and delivered to customer on Wed selected timeslot.

 

2.4 Operational hours

Monday to Sunday, 1pm -10pm. First time slot is 1pm-2pm, Last time slot is 9pm -10pm.

 

2.5 Concierge fee

Explanation: “To make sure you look your best, our laundry partner meticulously inspects and ensures that all your items are handled with extreme care. This concierge fee of $3.99 is for their expert service. Thank you!”

MACRO: Laundry04 – Concierge fee

 

2.6 Final receipt

Sent within 3 working days after delivery.

 

3. Cancellation

3.1 Cancellation (by Customers)

Cancellation can only be done / requested by customer any point of time before scheduled pick up. No cancellation fee is imposed.

  1. Cancel both pick-up and delivery order fulfilments from Coordinator Board.

 

 

3.2 Cancellation (by Merchant)

  1. Charge customer S$10 Service Fee for returning them the laundry if their items are found with pre-existing defects.

 

4. Add or Remove items

Customer can add/remove items anytime before handover to our deliverer upon pickup

  1. Inform customer that their final receipt will be updated according to what is received and washed.
  2. Reconcile order: Click on reconciliation button on Orders page to “add items fulfilment”

Macro: Laundry07 – Add/remove items

 

5. Changing Pick-up or Delivery Time

No rescheduling of orders (PU and D) to 2-3pm slot every day. This is the deliverers’ break hour.

  • Charge customers a $10 rescheduling fee for request that comes in less than 4 hours of Delivery time slot (from 1st January 2017 onwards, Not applicable for PU).

 

1. For rescheduling of pickup:

  • Check hub capacity vs. orders in Admin Panel - Capacity Limits page. Search by Hub. Recommend alternative timeslot to customer if the initially requested timeslot is full.
  • If rescheduled pick up timeslot is for the same day, AND change cannot be effected via Admin Panel - Orders page, add “Revised Delivery Time: xx - yy pm” in “Notes to deliverer” and update in Remarks: “Customer Request Pickup Time Slot Change”. Then inform coordinators to remind deliverer.
  • If rescheduled pick up time slot is for a later date, confirm with customer and push the delivery to another date to ensure a minimum turnaround period of 2 days.

2. For rescheduling of delivery:

  • Bringing forward the delivery date is not allowed if the turnaround time is < 2 days.
  • Check hub capacity vs. orders in Admin Panel - Capacity Limits page. Search by Hub. Recommend alternative timeslot to customer if the initially requested timeslot is full.
  • Update the delivery timeslot via Admin Panel - Orders page and update in Remarks: “Customer Request Delivery Time Slot Change”.
  • If order is collected by deliverer from the factory but the delivery date has been postponed, add “DO NOT DELIVER - Bring back to Delta House” in “Notes to deliverer”. Laundry will return back to HQ latest by the next day before 12pm and Coordinator will  arrange it for the islandwide drivers to deliver.
  • If delivery date is rescheduled to the next day, please drop a message in the laundry partner whatsapp group telling them to prepare the order in the following format. “Hi, do also prepare [Order Number] [HUB] for tomorrow. Thank you”

 Macro: Laundry06 - Change in Pick up / Delivery time

 

6. Changing to Different Delivery Addresses for PU and D

1. Pick up:

  • Do not allow change of address.
  • Cancel the order for the customer and explain that the current process does not allow us to accommodate customer’s requests

2. Delivery :

  • Do not allow change of address
  • If customer insists, two choices for the customers
      1. Self-collection the next day
      2. Conduct CSR the next day
      • Update Confirmed / TBA CSR list accordingly to arrange for CSR
      • Agents need to leave deliverers’ note “DO NOT DELIVER, BRING BACK TO DELTA HOUSE” for the two choices.

 

8. Late Delivery

This process can be automated. Please check with Regional CS team to ensure that configuration settings are in place.

If customer contacts us to complain about late orders:

Check that “Late Delivery” check-box (at top of Orders page) is ticked.

  1. Inform customer that that a coupon will be added to his wallet within the next 3 hours.
  • More than 20 mins late: DF4 ($10) coupon

Macro: B05 - Late Delivery

 

9. Missed Pickup and Delivery

From Order Fulfilments page, click on “Delivery Info” to get Delivery Info status. 

8.1 Missed Pick up

Confirm that Delivery Info Status = “Customer No Response”

  1. Cancel all CNA pick up by cancelling D part of order.
  2. Cancel the order as well so that funds will be automatically reversed back to customer
  3. Send email to customer to inform them that we have yet to pick up any laundry from them and we will proceed to cancel the order and encourage them to place a new order at their available timing.

Macro: Laundry05B - Customer not at home (Pick up)

 

8.2 Missed Delivery / CNA - Customer Not Around

  1. Coordinator will closed on the board and update remark.
  2. Undelivered orders from Islandwide / Hub - are returned back to HQ latest by next day before 12pm.
  3. CSR representative will update on the Return Item tab, signed off by deliverer.
  4. Charge $10 redelivery fee after confirming that the initial delivery attempt was not late (See Section 8.1) - Check that the timestamp. If the field is blank, then the delivery status update was done manually by coordinators.) Update if Redelivery fee is applicable in CSR list.
  5. Schedule a re-delivery and update the CSR list.
  6. Capture funds and send final receipt.

 

9. Missing/Extra Items

9.1 Missing Items

Scenarios:

Some items are missing.

The entire order is missing.

The entire order is damaged, which in this case, we may not deliver and declare as “Missing”.

 

  1. Check whether items are left with deliverer. Inform coordinator to track down last deliverer & sweeper.
  2. Check the list of extra items found list. https://docs.google.com/spreadsheets/d/1v-3YaSqH3GFXVmZVkwMXije6KHI074FrQa20TQ5ngsI/edit
  3. Check if order has been taken by deliverer/sweeper. (Not all merchants have CCTV recordings to proof this.)

4. If both deliverer and merchant insist that they do not have the item(s), track from CSR list. under MONTH inventory to check with there is any unclaimed  “Extra items received by customers”

  1. If cannot find, call customers with order delivered by same deliverer for same or adjacent delivery time slot to ask if they received extra items.
  2. If still cannot find, email customer and proceed as per compensation policy (See Section 11).
  3. If item(s) is found, arrange for re-delivery. Contact customer to confirm the delivery timeslot.
  4. Report issues via BeeForm. 43
  5. Issue coupon at the end of the email thread 

Macro: Laundry14 - Missing items

Macro: Laundry(New)

“As we do not wish to keep you waiting while our laundry partner is still investigating into the video surveillance after a week, we would like to compensate you for the cost of the missing dress. The reason of delay is due to the fact that one of the workers in charge of video surveillance is currently under reservist duty. Hence, they are not able to get back to us promptly. We would appreciate if you could provide us with an image of the dress if possible and the proof of purchase (receipt/online) so that we can proceed in compensating you for the [dress].”

 

9.2 Extra Items

Scenarios:

Received additional items which does not belongs to customer.

  1. Provide photo of the additional items from customer A so that we can use the photo as a reference to email to another customer
  2. Schedule CSR for the pickup
  3. Call customers with order delivered by same deliverer for same or adjacent delivery time slot to ask if they have missing items from their order
  4. If yes, email that customer B along with the photo given by Customer A
  5. After pickup, ensure to secure that the item(s) are cleaned and packed nicely for delivery
  6. Proceed to schedule CSR for the delivery
  7. Update the status  https://docs.google.com/spreadsheets/d/1v-3YaSqH3GFXVmZVkwMXije6KHI074FrQa20TQ5ngsI/edit
  8. Provide coupon for the inconvenience

 

 10. Damaged Items / Unsatisfactory Washing

  1. Request for photo for verification, unless the complaint is related to bad smell.
  2. If confirmation is required from merchant as to whether we can reverse the condition of the item(s), then request customer to give allow us up to 1 week to confirm with merchant.
  3. In the event that (1) the customer does not want to re-launder or (2) the condition cannot be restored with another wash or (3) the merchant does not respond timely, then email customer and proceed as per compensation policy (See Section 11).
  4. Otherwise, contact customer to arrange for both collection time and delivery time for the re-laundering. The allowable minimum turnover time (between pickup and delivery) is 3 days. Do not forget to confirm redelivery time. Proceed as per compensation policy (See Section 11).
  5. Record re-laundering jobs under Confirmed / TBA CSR list.
  6. Report issues via BeeForm.
  7. Issue coupon at the end of the email thread

 Macro: Laundry13 - Unsatisfactory laundering

 

11. Compensation

Applies to missing or damaged items.

Our laundry partners are “liable for the lesser of up to 15 times the rate that was charged for cleaning the article or the depreciated value of the item being laundered (excluding Load Wash), capped at S$500 per order."

This is the corresponding compensation matrix:

Premium Dry Clean

Escalation level

Per Item

Per Order

First

$500

$2500

Second

$1000

$5000

 

Dry Clean & Iron Only

Escalation level

Laundry services / Issues

Rate-Multiplier

[A]

Merchandise Cost %

[B]

Compensation

First

Load Wash

S$0

S$0

S$0

Bad smell complaint

5 x ordered price

Not applicable

[A]

Others

15 x ordered price

50%

Lowest of [A], [B], S$500

Second

Load Wash /

Bad smell complaint

Needs Lead / Manager approval.

Not applicable

Depends on value of item and customer profile.

Others

15 x ordered price

Lead / Manager discretion

Lowest of [A], [B], S$500

 

  1. Check from Orders page if item in question is Load Wash or Other services.
  2. If not Load Wash, check the price of item from web. If we are not able to estimate the price, then we will not consider compensating based on “Merchandise Cost % [B]”.
  3. Calculate compensation based on matrix above, and inform customer via email.
  4. Inform customer that the compensation will be processed within the next 7 working days. (Internally, we will note that for request raised up on Monday, Tuesday and Wednesday, the pay-out will be done by the week's Friday. For request raised up on Thursday and Friday, it will be paid out by the following week's Friday.)
  5. Whatsapp to Laundry SOP: Order no - Laundry Partner - Reason - Amount

Example:

434272 - LM - Missing white mattress protector since 25 Jan.

Compensate - $4.90 x 10 = $49

  1. Update the Laundry Tracking file of compensation claim:

https://docs.google.com/spreadsheets/d/1lhksD0tRZymHimuqftu181__-s6dZk_0oxfpOoHjTbI/edit#gid=0

 Macro – Laundry01 - Compensation claim (10x)

Macro – Laundry02 - Compensation claim (Depreciated value)

 

12. Order reconciliation

  • Always fill in $0.0 under P of receipt price
  • Fill in $XX under D of receipt price
    • When need to edit quantity, please change under both P and D during reconciliation. Don’t need to change to “Replaced”. Leave status as “Fulfilled”
    • Only use “Fulfilled” and “Out of stock” status
    • When need to change item (for e.g. bedsheet to blanket), put bedsheet as “Out of stock” and add a new item fulfilment – Blanket as “Fulfilled”
    • $XX = Fulfilled Amt of item fulfillments after any edits due to quantity/ rejection/ reclassification as amount reflected in invoice might not be edited at all by the laundry partner and prices on the admin panel is always the most updated prices currently displayed to customers.
    • Calculate the total invoice amount to double check
    • Reconcile according to invoice

 

14. CS Coupon

There will be a new coupon discretionary for Laundry Orders with no minimum spend. However, we can only credit the coupon accordingly to the amount they had spent on to their current order.

  • honestbee Laundry (LS1) - $5 (less than $30 spend)
  • honestbee Laundry (LS2) - $10 (more than $30 spend)

Customer will be given a coupon for any service failures such as:

  1. Missing item
  2. Damaged item
  3. Re-laundering / re-ironing
  4. Swapped order
  5. Pushed order
  6. Received additional item

 

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