1. Inform the ROP Wrong Cancellation reason is critical

2. When We tell the ROP we will do Something we do it

3. We Don't inform the ROP with the commission or Validation Till he asks

4. When we tell the ROP we will Make a call to someone we should call him

5. FOR GCC we should tell the commission Only not (Talabat Will Bear)

6. When ROP Gives Us another Order to check We should check it and don't ignore it

7. For the Reopen the RST we Don't tell him to contact the AM

8. When we start working on order we must check it is the right order the ROP wants

9. In any change in the price of any Item on the APP we should tell the ROP to edit the prices using VP

10. we shouldn't inform rop with rider`s number

11. For Pickup order we shouldn't tell the ROP the rider is on the way // we should tell him the CST will come to get it

12. When ROP asks about the Validation we should inform him the reason it is validated on

13. For the complete order we shouldn't follow the procedure of the Near pickup Wrong order

14. Don't forget to cancel the order before Leaving the chat

15. For silent chats we should call back or if he joined the chat we must work on the case then get back to ROP

1. The Agent Should Always ask for the Order ID

1. We Must close the chat after the further assitance to the CST and not answer by 2 Minutes Max

1. We should send the since script within 3 to 4 Min and don't send earlier than that or late more than that

1. We should send the since script within 3 to 4 Min and don't send earlier than that or late more than that

1. We must ask the ROP for his name at least 3 times

2. We Must Ask the ROP if the order is prepared or not

1. When sending the case to any team we must check it contains all the data they will need

2. when trying to send a case to any team we must use the template found on whats new

1. We shouldn't Exceed the hold (MAX 3 min)

We must End the chat after Max 30 sec from the ROP says Thanks after we ask him Any further assistance

We Must check if the Late is from our Side or the Vendor Side or the Rider Side

we must change the cancellation reason of any case we Open IF it is wrong

For the Late Pickup we must check the committed time of the rider is passed or not, and if not we don’t assign another rider

For the Cases with the partial refund we take the partial refund action from 1 VU and if it was cash we use the Red Pen Button in BOA to Edit the Amount

For the Cases we Must set it Resolved not (New or InProgress)

For the Actions in the Hurrier and BOA and 1 VU we must take care to take all the action in the right way

Agent Should update the contact driver Based on the incoming inquiry and Make Sure of

1. if the ROP asked about the rider Location or the arrival time or where the rider we should (Check the commeted time If it is Passed it should be Late delivery and if not Requests rider ETA)

2. if the ROP asked about cancelled order we think of 3 things (Payment reconceliation - Redlivery required - Order cancellation inquiry)

3. if the ROP Asked About the Printer Issue or technical Issue we must check the Contact driver sheer

4. if the ROP asked about the missing Item or Product is not available we always close the case product unavailable

5. if the ROP asked about the change in the prices and there is an item which its amount of money will be changed for any reason but the unsavailable we should think of (Prices change - Modify Item )

6. If the ROP want to change the Delivery Fees or the prepareation time (Change in delivery fees - change in prepartaion time)

1. When we cancel the order and inforom ROP with the resaon we must write it in the comment

2. We Must write the replacements in the comment in Product unavailable

3. we must write the comment within the chat or nearly after end chat

4. When we fill the tracker we should write in comment & when we write in the comment we should fill it

5. When we call person and give us the number to another person we should write in the comment the first person number if given and the number

6. We Must write the ROP Name in the comment

7. We Must write the comment on the BOA & 1 VU

8. When ROP Give us a number to call him on we must write it in the comment

9. If there is a wrong or missing Item we should write its name in the comment

10. If the ROP Gave us an ID to work on we must write it in the comment and change it on the 1 VU

11. We Must Take care of what we write // we write the Way of informing carfully (Over The phone - On Chat)

12. We should take care what we write the SMS Type (Delay - On the Way)

13. When the rider tell us the time he have to arrive at the RST we must write it in the comment

14. If there is an unavailable item and there is a quantity we should write it in the comment

15. We should mention the ROP Inquiry in the comment

16. Make Copy and Paste to the ROP Name // As to make sure we get 0 for a silly Name

17. We Edit the Order Id in the 1 VU ID section

18. When we say we take the action in the comment we Must take it

19. When sending the case to another team we must write the Case Number in the Comment

1. We Speak with a polite way with the ROP and not challanging Way

1. Agents should PROP with the ROP within 1 Min and if there was amu issue they should submit the issue on the tracker

2. The Issue was submitted on tracker and not approved by SPV

3. We should send the greeting within the first 30 sec from the start of the chat

1. when tere is acomment on hurrier for the rider to return the order we should contact the rider

2. We should call the rider 3 times

3. Please Check the prefix of the country to make the right call

4. If the vendor mentioned the issue clearly and we can find Order ID, then left the chat, we work on the case normally and try to reach the vendor to inform them with the resolution

5. for any rider negative feedback we should call the rider first

1. We Must Send the Customer an SMS with the order Status according to the committed time

2. We must try to reach the customer on all numbers

3. For unreachable CST we must send unreachable SMS and Email

4. For unreachable we should call the CST after pending

5. We should call the customer 3 trials on all numbers

Agent should call ROP &CST & Rider 3 trials

We should try to call on all the numbers and not procced without one

If ROP said His inquiry and left we should try to work on it and call him back

Agent sent delay sms however order was within committed time

Agent provided cst will refund 97.8 instead of 97.08 The "0" Matters

When the order is still in the RST we should sent Delay SMS not OTW

• In case the issue is not solved over the call, we MUST set them busy, even if they didn't agree For technical issues

• Agent should inform rop the Rider is shown on his way and igf he will take long time will resend another rider For Late Delivery

• Agent should direct rop to coordination to set the order minimum For Amend Prices

• Agent should inform rop to send to coordination team or submit ticket to edit areas And Check the coordination issues

• For Late Pickup We should inform ROP Rider is OTW

• Should advise rop to use VP to change the status from their side next time

• If the ROP asked for the Validation we should inform him

• For Product unavailable we should inform ROP to hide the item from Menu