SG Food SOP

 

1. Cancellation

1.1 Cancellation (by Customers)

 If customer contacts us to cancel before merchant accepts:

Order status = Processing

Fulfilment status = “Assigned”, Shopper status = “Pending Acceptance”

1. We cancel the order immediately. No need to seek coordi advice.
2. b)    Leave remarks: CN CXL

If customer contacts us to cancel after merchants accepts:

Order status = Gathering  

Fulfilment status = “Handed over”, Shopper status = “Handed over”

(Note: When merchants starts preparation, the system automatically updates status to handover.)

1. Inform customer we are unable to cancel orders as they have been accepted by merchant and the food is already being prepared.
2. If customer insists, inform that we will check with the merchant. Merchants Contact List
3. Then inform customer shortly after that we are sorry but we cannot cancel the order.
4. If customer insists on cancellation, inform coordinator to stop delivery.

      Charge the customer by manual reconciliation

 

If customer contacts us to cancel because order is very late:

Check “Expected ETA” at top of Orders page. Current time - Delivery ETA > 20 mins

1. CS can first offer the relevant coupon for late delivery
2. If customer insists to cancel and it has been or will be more than 20 minutes late,                        we can allow the cancellation request and tell customer to ignore the delivery status and first receipt.
3. Inform coordinator to get the rider to stop delivery and mark order as delivered
4. Waive Do not cancel on admin panel.

Macro: Food03A- Customer Cancellation due to late order

 

If customer contacts us saying that merchant informed them to cancel:

1. We can cancel the order. Merchant will not be paid.
2. Inform coordinator that order has been cancelled and to stop delivery because merchant contacted cx to cancel.

 

1.2 Cancellation by Merchant or Auto-Cancellation by System

Reason for cancellation:

Merchant cancels the order (via app) due to OOS or too busy    OR

Merchants fails to accept order within 15 mins and order is automatically cancelled.

Macro: Food02- Merchant Cancellation and Upsell

 

Coupon is issued automatically under specific conditions, listed in table below.

Credit type used is honestbee Food(FS2) -

https://admin.honestbee.com/admin/credit_types/1334.

Types	Conditions	Cancellation Reason (Internal use)	Message display to customer	Auto Email Y - With coupon N - No coupon
By System	Auto-Reject – no response from merchant	Auto Cancel	Out of stock	N
Via App	Explicit Reject – OOS or busy	Merchant Cancel	Out of stock	Y
Via Admin Panel	Out of stock feedback from shopper / merchant	Out of Stock	Out of stock	Y
Via Admin Panel	Weather, Traffic, No deliverers, Shop closed, etc.	Others	Unexpected conditions	Y
Via Client	Self-cancellation	Customer Cancel	Your request	N
Via Admin Panel	Request from customer through Customer Service	Customer Cancel	Your request	N
Via Admin Panel	Identified similar accounts created to place orders	Fraud Activity	Abnormal transactions	N

 

Common Question: Why was I still able to order if the merchant had to cancel? > Reply

Common Question: Why was I still able to order if the merchant had to cancel? > Reply guide here

 

1.3 Cancellation by Coordinators

Reason for cancellation:

Suspect fraud activity   OR   Insufficient delivery resource or other operational constraints.

 

Normally, coordinators will cancel within 5 mins from order creation. Provide same recovery steps as above. Send FS2 ($10) coupon.

Macro: Food02- Merchant Cancellation and Upsell

 

2. Late Delivery

If customer contacts us to complain about late orders:

1. a)    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, email will be sent.

• 0 - 9 mins late: No coupon
• 10 - 19 mins late: FS1 ($5) coupon
• 20 - 59 mins late: FS3 ($10) coupon
• More than 60 mins late: FS4 ($15) coupon

1. b)   Report issues via BeeForm if we are aware the merchant caused the delay.

 

ORDER STATUS + Messaging Coordis guide

Processing = Merchant has not accepted order

Gathering = Merchant is preparing the food and rider is on the way to pick it up

• If status is stuck at this stage for more than 35 minutes:

Slack coordinator to ask why rider has not picked up order for more than X minutes and how long more he will take to pick up

• On rainy days or during crisis for food delivery and status is stuck for more than 45 mins:

Advice cx that due to the rain / reason for crisis, the pick up of order is taking longer than usual.

Slack coordinator to prompt a check on why the rider has not picked up for so long

Delivering = Rider has picked up the food, has started delivery

• If status is stuck at this stage for more than 30 minutes:

Slack coordinator to check on this delivery and to expedite asap.

If customer are pushy for ETA time, try to get response from coordi for ETA. If no response after 3 minutes, inform customer that rider is working to deliver to him as quickly and as safely as possible. Inform of late delivery coupon that cx will receive.

• On rainy days or during crisis for food delivery, and status is stuck for more than 45 mins

Advice cx that due to the rain / reason for crisis, the delivery is running late.

Inform cx of late delivery coupon.        Slack coordinator to prompt a check on rider

 

3. Order instructions not followed by store

3.1 Severe Case

Examples:

Customer ordered soup noodle, noodle was delivered, soup was missed out

Merchant used wrong dressing for salad that affected entire taste of the item

Customer indicated no mushrooms due to allergies, but food delivered still had mushrooms.    

1. Request for a photo (CS discretion)
2. Reconcile cost of Item by changing the item fulfilment status to “Not Found”, price to $0, quantity to 0. Reported Instructions Not Followed. [Zendesk ticket URL]
3. Send FS1 ($5) or FS3 ($10) coupon
4. Report merchant via BeeForm

Macro: Food04A&B- Severe Missing items/Special instructions not followed

 

3.2 Mild Case

Examples:

Customer ordered a Burger with large fries, small fries was given instead
Customer ordered bubble tea with less ice, merchant did not follow instructions

1. Request for a photo (if applicable)
2. Send FS1 ($5) coupon, without item cost waiver.
3. Report merchant via BeeForm

Macro: Food05A&B- Non-severe Missing items/Special instructions not followed

 

4a. Missing Item

Examples:

Wrong quantity delivered: customer ordered 2x Salad but only received 1x.
Customer did not receive the item at all.

We will redeliver OR not charge for missing items.      Either option, not both.

4.1 No Redelivery Request

1. Inform customer that we will not charge for the missing item(s).
2. Provide FS1 ($5) / FS3 ($10) coupon (CS discretion)
3. Reconcile order by setting delivered quantity to 0 for items that were missing, send revised receipt. Add under Remarks: “Reported Missing Items. [Zendesk ticket URL]”
4. Report issues via BeeForm

Macro: Food05A&B- Non-severe Missing items/Special instructions not followed

 

4.2 Redelivery Request

1. Use corporate account to place a new order for the missing item(s) through app.

Under notes on the check-out page - indicate “Service Recovery Order for [original order number] done by [agent name]. Cx [Customer Name] [Customer contact number]” (important)

2. Assure customer that we will redeliver the order as requested, after merchant accepts the order.

3. Provide FS1 ($5) / FS3 ($10) coupon (CS discretion)

4. Ensure that missing item(s) is indicated as “fulfilled”.

5. Reconcile the recovery order to ensure that the quantity delivered = 0 for all items such that fulfilled amount = $0, unless merchant insists they did not make a mistake.  Add under Remarks: “Service Recovery Order. [Zendesk ticket URL]”

6. Report issues via BeeForm

Macro: Food05A&B- Non-severe Missing items/Special instructions not followed

 

4b. Missing Meal Component or Utensils

Examples:

Customer says they did not receive a straw

Customer says they did not receive condiments

1. No Waiver
2. FS1 ($5) retention coupon to be offered (CS discretion)

 

5. Wrong Item

Examples:

Customer ordered Chicken Burger, item delivered is Beef.
Customer ordered Tomato Based Spaghetti, item delivered is Spaghetti with Carbonara sauce.

Issue may be deemed as more severe if the customer has dietary preferences, especially due to religious reasons.

We will redeliver OR not charge for missing items.      Either option, not both.

5.1 No Redelivery Request

1. Request for photo of received items for verificati
3. Inform customer that we will not charge for wrong item(s).
4. Provide FS3 ($10) / FS4 ($15) coupon (CS discretion).
5. Reconcile order by setting delivered quantity to 0 for items that were wrongly delivered, send revised receipt. Add under Remarks: “Reported Wrong Items. [Zendesk ticket URL]”
6. e)    Report merchant via BeeForm

Macro: Food06- Wrong item

 

5.2 Redelivery Request

1. Request for photo for verification.
2. Use corporate account to place a new order for the missing item(s) through app. Under notes on the check-out page - indicate “Service Recovery Order for [original order number] done by [agent name]. Cx [Customer Name] [Customer contact number]”
3. Assure customer that we will redeliver the wrong item(s) as requested, after merchant accepts the order.
4. Provide FS3 ($10) / FS4 ($15) coupon (CS discretion)
5. Ensure initial customer’s order wrong item(s) is indicated as “fulfilled”.
6. Reconcile the recovery order to ensure that the quantity delivered = 0 for all items such that fulfilled amount = $0, unless merchant insists they did not make a mistake.  Add under Remarks: “Service Recovery Order due to [Reason]. [Zendesk ticket URL]”

f)Report issues via BeeForm

Macro: Food06- Wrong item

 

6. Damaged / Spoilt Item

Examples:

Spillage / Cross contamination caused by poor handling during delivery.
Bad quality or condition of food (spoilt, gone bad and hence inedible)

1. Request for photo for verification
2. Inform customer that we will waive the cost of spoilt item(s).
3. Provide FS1 ($5) / FS3 ($10) coupon (CS discretion)
4. For damage due to delivery / handling (→ Deliverer’s mistake), waive the item(s) that were spoilt, send revised receipt. Add under Remarks: “Reported Spoilt Items. [Zendesk ticket URL]”
5. For bad condition of food (→ Merchant’s mistake), reconcile order by setting delivered quantity to 0 for items that were bad, send revised receipt. Add under Remarks: “Reported Spoilt Items. [Zendesk ticket URL]”
6. Report issues via BeeForm

Macro: Food08A- Foreign object photo request

Macro: Food07- Damaged/spoilt item

 

7. Customer complains that they do not like the food / visually unappealing

Examples:

Customer simply does not like the way the food tastes

Customer does not like the presentation of the food

1. a)    No waiver.
2. b)    Inform customer that we will feedback to merchant and educate customer that they can directly merchant to feedback as well
3. c)    If customer complains that food is sour / suspects food has gone bad, call merchant to check if this is how the food is supposed to taste. If merchant says no, proceed with SOP in 6a.
4. d)    Feedback via BeeForm

 

8. Foreign Object

Examples:

Foreign object found in the food, for example: Hair, Bugs

1. Request for photo for verification
2. Inform customer that we will waive the cost of affected item(s).
3. Provide FS1 ($5) / FS3 ($10) coupon (CS discretion)
4. d)    Reconcile order by setting delivered quantity to 0 for items that were wrongly delivered, send revised receipt. Add under Remarks: “Reported Foreign Object. [Zendesk ticket URL]”
5. e)    Report issues via BeeForm

Macro: Food08A- Foreign object photo request

Macro: Food08B- Foreign object recovery

 

9. Swapped / Mixed Delivery

Scenario:
Rider picked up the wrong bag / Merchant gave wrong bag etc
*Note this is different from wrong item, this is when a completely different order is delivered to the customer because of some mix up

 

9.1 No Redelivery Request

1. Request for photo for verification, specifically on the item receipt that is attached to the bag or any order number reference.
2. Inform customer that we will not charge for the entire order.
3. Provide FS3 ($10) / FS4 ($15) coupon (CS discretion).
4. If the order reference is correct (→ Merchant’s mistake), reconcile order by setting delivered quantity to 0 for items that were bad, send revised receipt. Add under Remarks: “Wrong Order Tagging. [Zendesk ticket URL]”
5. If there is no evidence or order reference is incorrect (→ Deliverer’s mistake), waive the cost of entire order, send revised receipt. Add under Remarks: “Delivered Wrong Order. [Zendesk ticket URL]”
6. Report issues via BeeForm

Macro: Food09- Mixed delivery

 

9.2 Redelivery Request

1. Request for photo for verification, specifically on the item label that is attached to the bag or any order number reference.
2. Use corporate account to place a new order for the missing item(s) through app. (Note: No order swapping.) Under notes on the check-out page - indicate “Service Recovery Order for [original order number] done by [agent name]. Cx [Customer Name] [Customer contact number]” (important)
3. Assure customer that we will redeliver the order as requested, after merchant accepts the order.
4. Provide FS3 ($10) / FS4 ($15) coupon (CS discretion)
5. Check the initial customer’s order to ensure that all items are indicated as “fulfilled”.
6. If the order reference is correct (→ Merchant’s mistake), reconcile the recovery order to ensure that the quantity delivered = 0 for all items such that fulfilled amount = $0. Add under Remarks: “Service Recovery Order. [Zendesk ticket URL]”
7. If there is no evidence or order reference is incorrect (→ Deliverer’s mistake), simply add under Remarks: “Delivered Wrong Order. [Zendesk ticket URL]”
8. Report issues via BeeForm

Macro: Food09- Mixed delivery

 

10. Missed Delivery

Scenario:

Customer claims they did not receive the order, although order is indicated as “delivered” in the system.

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

 

10.1 There is Evidence of Delivery

1. If Status ≠ “Customer no response” (i.e. Undelivered) OR blank, then the order is delivered:-

• “Handed over customer” = Delivered
• “Handed over others” = Delivered to another recipient
• “Left items at the door” = Delivered at door without sign-off

2. Then respond to customer with a screenshot of the proof of delivery.

10.2 No Delivery Status

1. If the deliverer was late/early (“Delivery Info Timestamp” outside delivery window) or if there is no delivery information or check remarks for “CNA” left by coordinators, then waive the order and under Remarks: “Missed Order. [Zendesk ticket URL]”
2. Provide FS3 ($10) coupon
3. Report issues via BeeForm

 Macro: Food10- Missed delivery

 

11. Customer Not Around (CNA)

11.1 Operations SOP for CNA orders

0 - 5 mins:        Rider reaches delivery location to attempt delivery

If address is correct: When customer does not answer the door, rider will call at least twice, and send an SMS.

If address is wrong/incomplete: Rider will call at least twice and send an SMS.

If customer’s mobile number is wrong: Rider will at least make one call attempt but will not be able to reach customer. still call twice and SMS, but will not be successful.

5th minute:      Rider will inform coordinator that customer is uncontactable.

Coordinator has to close the order and leave remarks as CNA.

Coordinator has to slack Customer Service that this order is CNA.

Customer will receive notification on app that order is “Delivered”

Customer Service to email customer

6 - 10 mins:      Rider will still be waiting at location awaiting for cx to respond

Customer Service to be alert if customer comes on live chat to ask about delivery

If customer comes on live chat: immediately slack coordinator that cx has responded

Coordinator is to inform rider of correct address/contact number

A redelivery should be possible during this time unless correct address is far away

11 - 15 mins:    If customer is still unresponsive, rider will leave location at 11th minute mark.

Food will still be kept in bag for 5 minutes only.

After 15 minutes, there is no promise that redelivery is possible.

 

If delivery is late and customer is not around / had to leave and could not wait for delivery:

1. Check timestamps carefully
2. Waive order

 

If delivery is not late and CNA:

1. After 15 minutes, there is no promise that redelivery is possible.
2. No refund
3. Show call and SMS log if customer insists address/contact number was correct
4. Inform customer that rider was at provided location, tried to contact and waited at least 10 mins
5. Terms of Use: “If you do not open the door or respond to telephonic correspondence within 10 minutes of our delivery drivers physically reaching your address, we reserve the right to leave the premises, and you will be charged for the Meal. For hygiene and food safety reasons, we are unable to leave the Meal at your designated address without someone collecting the Meal.”

 

11.2 Customer Not Around & Delivery is not late/early

1. If Status = “Customer no response” (i.e. Undelivered) AND we are not late (“Delivery Info Timestamp” within delivery window),
2. Then email customer to inform the rider was at location, and waited and contacted customer. Send screenshot of the proof of delivery attempted and inform that order will be charged.

 

12. Serious Case (Allergic Reaction / Food Poisoning Etc)

1. Sympathize and say we will investigate straight away and get more details regarding but never promise to compensate for any medical issues.
2. Report issues via BeeForm

Examples:

• Customer has a severe reaction to an order which contains nuts. CS to inform that we will investigate. Shows concern and empathy to the customer. Escalate to Reece, identify if the customer was specific in informing that there were no nuts to be added into the meal.
• Customer mentioned that they received food poisoning after consuming the food delivered to them. CS to show empathy to the customer. Situation to be escalated to Reece to identify the timing of the delivery, if the meal was kept out too long after preparation.