PH Groceries SOP

 

1. Cancellation 

For Supermarket and Speciality stores

• Customers can cancel any time, without cancellation fee.

For Bulk orders

• Treated as a regular order. - pending

 

2. Re-schedule Policy

• More than 2 hours before scheduled delivery
• Change the order in the coordinator board and update remarks + Zendesk link
• Less than 2 hours before scheduled delivery
• If we have not checked out at the store, we can reschedule. Change the order in coordinator board and update remarks + zendesk link. 

• Delivery started
• If items have already been checked out, customer can request a new delivery time. We will inform customer that perishable items will be thrown away due to food and safety regulations and the cost will be borne by them. Update remarks and inform coordinators of the situation.

Operational related

3. Late Delivery

If customer receives order that are more than 20 minutes late, our system will automatically generate a DF4 coupon within the next 48 hours. An email will also be sent to them to inform them that the value is credited. (Late Delivery Macro)

 

4. Extra Items - arrange for collection

• There are 2 possibilities to this scenario.

• 1. Shopper purchased extra items.

• Recon team will charge customers accordingly to the in store receipt no matter whether customer receives the extra item.

• If customer did not receive item after we charged, email in for it to be refunded
• If customer received the item, arrange for collection and process refund.

 

• 2. Checkout counter double scanned items.
• Can be informed by Coordinator to CS or when customer writes in to complain about additional charges
• If informed by Coordinator: Check with shopper and SS to ensure we do not pay Robinsons wrongly. Ask for an updated corrected receipt, to be uploaded into the super bee app by shopper, or into google drive. Do note down in remarks that the receipt is wrong, for Recon team to adjust accordingly.

 

5. Wrong sized/quantity items - - arrange for collection

• If we purchase a smaller sized item, e.g. 500ml milk(₱55) over the original order of 1L milk(₱100), we charge the customer half the price of the 1L milk(₱50). Although we lose money as 500ml is ₱55, we should not short change customer as it was our mistake that the wrong quantity/sized item was chosen. Better to lose ₱5 over 55php.
• If we purchased a smaller quantity amount (contrast to the above of extra item bought), we only charge customer for what they had received. Check receipt if we have purchase the correct requested amount of item. Waive the extra item that customer claimed that they did not receive.

 

6. Wrong Item - arrange for collection

• Request for a picture from the customer. (Picture Macro) - We can also determine the wrong item by looking at the receipt.
• Facilitate exchange of item, should be reported by the customer within 24 hours from checkout.
• Provided that item is non-perishable and is still in good condition.
• Customer bought wrong items and wants to exchange it - Facilitate exchange with coordinator.

 

7. Spoilt item - arrange for re-delivery

• Request for a picture from the customer. (Picture Macro)
• If item is really spoilt, apologize for the spoilt item the customer received. If customer does not want a re-delivery, waive off the item and provide a Spoilt Item(SP) coupon.
• If the item is from our partner boutique stores, do ensure the information is forwarded to Business Development team to escalate to our partners that we will not be pay for the items.

 

8. Customer Requests to Add/Remove an Item from an Order

• As long as status is still not shopping, the request will be accommodated.
• If status is already shopping, deny request.

 

9. Missed Delivery

• Customer claims they did not receive their order

• Track their previous deliverer image, if the signature matches, attach signature picture and send back to customer.
• If different signature, check with ops to verify with the deliverer where and who they sent it to, and ask generic questions on description of person that collected etc.
• Inform Ops to investigate and we may have to possibly repurchase and resend the items. Check with customer when is the best time to deliver. (next day?). Provide MD coupon to customers.

 

10. Swapped Order

Use hub resources to faciliate the exchange.

Should we offer a coupon to customer who has been inconvenienced by the swapped order. If so, the amount given should depends on the nature of the items ie: halal/non halal, beef - hindu household etc. (to look into penalizing shopper/deliverer for the mistake)

 

11. Pushed Order

We had to reschedule order due to the lack of resources ie: lack of deliverer or shopper due to shopper/deliverer dropping shift or due to large cart size.

Coordinator will call customer to inform of the time change. If no response over the phone, CS will email customer. No coupon will be issued.

 

12. Customer not at home

Items that are not delivered, due to not at home/uncontactable due to any reason etc.

• Coordinator should have updated the remarks of the order with CNA
• Coordinators should provide the following when CNA of order:
• A call log/SMS of the driver trying to contact the customer is established.
• The driver must have waited for an acceptable time before leaving (5mins currently).

 

• CS team to immediately follow up with an email to the customer to inform that we were unable to deliver, perishables will be discarded, and a possible redelivery fee pending investigation on why we were unable to deliver has taken place (Customer not at home macros)
• Driver is to return the items to the store. All perishables will be discarded and charged to the customer.

 

13. Customer changing address

If a customer has an address which is being served by a different hub:

Cancelling the order and asking customer to make a new one will be the best way. It helps to reduce error due to change in hub and follow up. Else, we can politely inform customer that we may have to push her order to another location and time slot. Check with the coordinators of the changed hub if the same time slot is possible or else, the next available time slot. Also advise customer on the availability of products.

 

Why we do this? As the items listed are all based on location, if you select a location that directs you to the Robinsons Pioneer hub, you will be able to see the items listed there. If you change the delivery address, the items you selected may not be sold at the other hub. (causing a lower chance of item fulfillment)

 

14. Bulk order

Treated as a regular order.

 

15. Alcoholic beverages

A person of legal drinking age (18 and above), must be present to collect the items if there are alcoholic beverages contained in the cart. (need to ask for proof of identity) We do not do partial deliveries, and only either hand over all or no items.  Do call the customer and ask for a re-scheduling. A ₱150 fee will also be imposed.

 

16. Customer Requests for Official Receipt

• Get the details from the customer (Name to be written on the receipt and TIN)
• Will take 10-15 days to process
• Coordinate with the Ops team for the delivery of the O.R.

 

Reconciliation related

How to request for a waiver/refund

Use the text below and email in to : CS@honestbee.com

----

Hi,

[CSREFUNDS]

Please assist in waiving/refund

Item =

QTY =

Price Per Qty (Actual Receipt) =

Waive/Refund Reason =

Zendesk link =

Order link =

Updated in remarks = Yes

----

Update the remarks with this, to highlight to everyone that this order has a pending or done waiver/refund.

Why it is currently important to waive/refund items: We would like to refund/waive everything now, to have a baseline data for how our shoppers/deliverers are doing. If we can stabilize and get firm data, we can start offering to give coupons instead of waiving/refunding. Of course giving a coupon would help save the company money now, but the data is just as important.

Recovery Process for Wrong Recon

• If a recon is done incorrectly, customer was charged more than what was delivered, we will have to write in to customer and apologize. Refund of the excess will have to be done immediately. Do give coupon. (If “create sale” is made, we will have to get Kenneth to do the refund)
• If a recon is done incorrectly, customer was charged less than what was delivered, we will have to write in to customer and apologize + explain. Do proper recon and a create sale can be made by any agent if customer agrees to the payment. Do clarify if you are unsure on how to do it. Give coupon to customers.

 

Accounts related

Fraud Cases

• When a customer writes in that their account is locked, they are unable to purchase as there “seems to be another account with us”
• Check the Fraud Hits and Fraud Whitelist to see if they flag any discrepancies.

• An account will be labelled with “Fraud hit” if any 2 of the 3 values is the same as an existing account:
• Phone number
• Delivery address
• Payment device (credit card) details

• Inform the customer that as per our Terms of Use, section 5.5, we only allow one user per account per household (Multiple Account Macros)
• There are two resolutions to this case: Disabling account or whitelist customer account

• If ask to disable an account, we will need a written confirmation via zendesk ticket to disable an account.
• Do note of scammer, that have multiple accounts with us, more than 1 or 2 credit cards linked to different accounts, and many other possible ways of creating new accounts with us to enjoy first-timer discounts.

• Check zendesk tickets of their conversations with us, and their different orders to get a better understanding of the customer.
• Inform customer of the non-entitlement of first time discount after disabling an old account that contains purchases.
• Track customer purchases and make sure entitlement is not credited.

• We should never ever whitelist a customer that is a Mobile number + Credit card fraud hit. (what is the reason for this?) All others can be a case to case basis.  
• To whitelist, go to “Actions” section and click “Add to Whitelist” to allow transaction by user.

• To access the list of whitelisted users, go to Dashboard > Fraud Whitelist. Search by Username or email.
• To reverse whitelist, go to “Actions” section and click “Remove from Whitelist” to prevent transaction by user.

 

Disabling user

To disable an account due to a) fraudulent use of account by customer, b) on customer request, c) termination of services of a bee, go to the user detail page. Click “Disable”. 

We can access the list of disable users – Go to Admin Panel > Other Pages > Disable Users

When an account is disabled, the primary identifier - email is converted to a new email. This prevents the user from logging to place an order using the original email.

Unlocking access

When a user fails to login after a few attempts, the account will be locked. To unlock access, against the user record, click “Details”.

Under “Actions” section, click on “Unlock Access” button.

 

Other Related Pages

Pages Accessible from Admin Panel > Other Pages	Information available
Roles	Shows the list of users granted under a selected role. For review of user list and update of role assignment if required. Note:  Do not edit a role or create a new one.
Bees	Shows the list of users with Shopper and/or Deliverer role, searchable by User name or Role. Allow quick access to edit or create Bee profile (for users assigned with Shopper or Deliverer roles before Bee profile function was set up in Admin Panel). ·       User name ·       All roles assigned to users ·       Contact information ·       Profile – Call Ability & Grade

 

Deleting credit card details

To remove credit card details from the account, customer would need to first log in to our service and then go to settings (located next to customer name on upper right hand corner).

Select ‘My Account’ and then go to ‘My Credit Cards’ to remove the details. Do note that customers are not able to remove credit card details until their order is “completed” and a final receipt is being sent out.

 

 

Technical related

Processing Error

Situations like: Customer unable to add items into their cart/cart error

Ask the customer to log out of the account, Press “Fix Cart” in their user profile page. Re-login and everything should work. Pressing “Fix Cart” would mean that the customer would have to re-select his or her items for order again.  

If it does not work, request for a screenshot of the error customer is facing, as well as the platform they are using. (iOS, Android, Desktop/Web(Chrome, Firefox, Explorer) Etc..). Slack the appropriate channels for help.

Could not find address on app

Action: Check the address user type with the iOS/Android app, and check it on web.

• If you can find this address on the iOS user reported, tell user how he can get it.

Dear  ,

Thank you for reaching out to us! We have reviewed your inquiry and found that your address is within our coverage zone. honestbee does deliver to 471B Upper Serangoon Crescent.

Please do a search using your postal code. Choose Singapore 532471 from the drop down list.

 

If you able to find it on web but not the app, report to the relevant slack channel for help.

If you find it does not get served for both platforms, check with logistics whether we’ve removed this address from service zone.

 

Store directory does not load (empty store directory)

Suggest user to refresh the store directory page. If it doesn’t work, suggest them to logout and re-login or exit and re-open.

 

Cannot add a coupon to order

Ask user:

• What is the coupon?
• What is the error message captured?
• What is the Email address user is buying for?

Proceed to check whether:

• Coupon is still valid through credit account using customer’s email address or name
• Coupon is valid for this address (if it’s a district marketing coupon*)?
• Coupon is applied for the right country

 If the above are clarified, proceed to apply the coupon manually upon reconcilation for the customer.

 

Flash sale/District marketing coupons limitation

Flash sales will always come with a cap to the number of coupons or orders. For example, 5000 orders. When the coupons have run out, the system will automatically block customers and not allowing them to apply the coupon any further.

 

Dear ,

Thank you for shopping with us. Due to overwhelming demand, we sincerely apologize for being unable to apply the coupon for you. The coupons have all been used up.

Please do let us know if you would like us to cancel your order as we are unable to offer it anymore.

We do hope to see you again in our next sale. :)

 Exceptions certainly can be made on a case to case basis, for example, if a customer wrote in really early (before coupons ran out) and was unable to apply the coupon. We will have to manually apply the coupon or assist the customer to ensure he/she receives the benefits from the coupon.

 

Cannot choose delivery time slot

Check if it is due to the time-slot being full or user see empty screen when click to choose delivery slot.

• If it’s empty, check on the app and web. If you see timeslots on web, but not on app report to the relevant slack channels.

 

Cannot make payment

Check what exactly is the payment issue by asking user for error message and screenshot. Multiple things can go wrong here.

 

Cannot add credit card

Ask question:

- What credit card are you using?

If user is using Amex for other countries except SG, tell them we don’t support. If it’s Amex card

for SG, tell them to ensure the billing address they enter here need to match the bank record.

 

Payment page processing forever, but did not see order confirmation.

Help them to check from admin panel whether there is an order made at the stated time.

• If there is, tell the user there is an order made, confirm with him whether this is the missing correct order. Cancel the order for them if they do not wish to proceed

 

Coupon expired, but cannot remove coupon from cart

Get user’s account and report to tech team and they will manually remove that coupon from user’s cart.

 

“Missing information” error message when submitting order

Aside from COD, we also accept payment made via Visa or MasterCard. We may advise customer the following:

• To re-launch the app
• To re-key in your payment information and billing address
• Try keying
• billing address 1 : Block,street and unit number.
• billing address 2 : (empty)
• Country : Singapore
• City : Singapore
• Zip code :Postal code

If the problem still persist,  advise customer to provide a screenshot of the problem so that we can escalate the problem to the relevant department,

Others

Discount checks

With the  introduction of Today’s Best Price. Discount checks are no longer applicable unless the discounts are published on our site.

 TODAY’S BEST PRICE EXPLANATION

When you shop at stores that carry a label “Today’s best price”, you pay the latest price given to us by our partners—without a mark-up. This means that you will enjoy the price listed on our platforms (website and/or app) on the day of your order. For example, if you place your order on Monday, with delivery for Tuesday, you pay Monday’s listed price.

 We made this small change in our pricing policy in order to simplify it. With the new policy, the subtotal of the items in your cart that you see on our website or mobile apps when you place your order is final. You will not pay more. Even if the in-store price of some of your items on the day when we shop for them is higher. However, if anything is out of stock or you choose a differently priced substitute, your final receipt will still be adjusted.

I hope that answered your question and if there is anything else I can help you with, please do not hesitate to let me know.

Thank you and have a nice day!

 

Credit Type & Coupon Code Creation

All new credit type and coupon code creation requires prior approval from Country Manager and reviewed after creation by Head of Marketing (depending on purpose: e.g. for marketing campaign, customer service recovery).

Step 1: Go to Admin Panel > Other Pages > Credit Types. Click “New Credit Type”

Notes: If a credit type is edited when expiry date has not past, the conditions of the coupon will be changed and coupon name and description will be updated on frontend systems (consumer web & app).

Info: A credit type can be reused if the coupon name (= credit type name) is the same AND

New Start date is later than (Original expiry date + Original Expiration period).

Terminology:

Coupon is “redeemed” when a customer enters the coupon code and hits “APPLY”. The order may not be placed at that time.

Coupon is “used” when an order is placed with coupon code applied.

Notes: Always set Expiration period. Typical value is 30 (days) but depends on the promotion campaign.

 

Info:

You can add variable fields in the Credit Type Name and Credit Type Description:

            - %order_discount_amount%

            - %order_min_spending%

 

Example:

Name: Flash Sale %order_discount_amount% off

Description: %order_discount_amount% off, valid with min spend of %order_min_spending%

Step 2: Go to Admin Panel > Other Pages > Promotion Codes. Click “Add New Promo Code”

Notes:

“Quantity” values can be adjusted any time BUT the coupon quantity entitlement will not be updated if customers who have already redeemed the coupon prior to setting change.

Info:

Coupon code recommended to be set in uppercase as the value is case-sensitive.

Symbols in Code (e.g. “&”) are accepted iOS app but not on Android app. It is best to assign code in alphanumeric (“0123456789ABC…”)

Setting a usage limit is highly recommended to limit cost exposure from the campaign. A typical campaign terms and conditions will include: “limited to the first x customers”. We can adjust value of “usage limit” any time. This interface does not allow us to limit the number of redemptions per day. Please approach the tech team for assistance and they can run a daily script to achieve this effect.

Where more than 1 credit type is assigned to a code, customer will see the corresponding number of coupons in list for selection when coupon code is entered.

Other Related Pages

Each user-coupon redemption creates a Credit Account, Credit Account Transaction ID and corresponding record. There are other pages in Admin Panel that allows search of records by User Name, User Email or Credit Type name.

Pages Accessible from Admin Panel > Other Pages	Information available
Credit Account	This is a list of User-Credit Type records, each with: ·       expiration date of coupon ·       number of coupons available for application ·       date of coupon redemption ·       date(s) of coupon usage (when order is placed)
Credit Account Transactions	This is a list of User-Credit Type-Transaction records, each with: ·       date of transaction (coupon redemption or usage) ·       number of coupons added or subtracted for the transaction
Redeemed Promotion Codes	This is a list of User-Coupon code-Redemption date records.