✅ Purpose: To handle escalations where a customer refuses to provide ID proof at the time of pickup — and ensure proper closure, logging, and policy enforcement. 🪜 Step-by-Step Process (Operations Side): Step 1: Get Notification from Vendor o ...
✅ Purpose: To help the operations team quickly view and filter customer orders by their current status using the Admin Panel. 🪜 Step-by-Step Process: Step 1: Access Orders Dashboard Go to the Admin Panel Click on “Orders” &rar ...
✅ Purpose: To allow internal teams to check all active or ongoing orders that a specific vendor is currently handling. 🪜 Step-by-Step Process: 🖥 Step 1: Go to “In Progress” Tab Login to the Admin Panel. On the left sidebar, go ...
✅ Purpose: To allow vendors to reschedule a pickup time slot directly from their app when the customer is not available at the assigned time. 🪜 Step-by-Step Process: Step 1: Open Vendor App Login with registered number and OTP. Go to &ldq ...
✅ Purpose: To mark an order as failed when the customer cancels or no longer requires service, ensuring timely closure and lead cleanup. 👥 Who’s Involved: Ops Executive: Confirms cancellation with the customer and marks the order as faile ...
🎯 Objective: To reschedule a pickup to an earlier time slot (if available) upon customer request, while maintaining vendor availability and SLA alignment. 👤 Responsible Teams: Operations Team (Admin Panel) Vendors (in some cases) CX T ...
🎯 Objective: To ensure customer experience is not impacted when a vendor becomes unresponsive after an order has been assigned, and to close or reassign the order responsibly. 👤 Responsible Team: Operations Team Escalation (if part of repe ...
✅ Purpose: To ensure that unassigned or delayed leads are manually allocated to an appropriate vendor to avoid pickup delays and ensure smooth operations. 👥 Who’s Involved: Ops Executive: Responsible for checking and assigning una ...
🧩 Purpose: To ensure timely follow-up and resolution of delayed pickups, maintain customer satisfaction, and enforce vendor accountability. ✅ When Does This Apply? This SOP is triggered when: The order appears in the “Out Of Time” ...
✅ Purpose: To help vendors manage situations where the customer refuses to provide ID proof during pickup, and follow correct escalation and marking procedures. 🪜 Step-by-Step Process (Vendor Side): Step 1: Explain the Requirement Politely Say: & ...
✅ Purpose: To allow the operations team to reschedule a customer’s pickup request by updating the date and time slot in the Admin Panel. 🪜 Step-by-Step Process: Step 1: Open Admin Panel Go to Orders → Search Order ID or Phone Number ...
✅ Purpose: To ensure smooth reassignment of a pickup lead when the original vendor is unresponsive, delayed, or requests removal. 👥 Who’s Involved: Ops Executive: Performs reassignment in the Admin Panel. New Vendor: Accepts and comp ...