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  1. If the restaurant service is paused, the customer should receive a customized message for each of this cases:

    1. Weather

    2. No driver available

    3. Street closed

    4. Volume of orders

    5. Technical issues

    6. Restaurant schedule

  2. The customer should receive a customized message if the restaurant is unavailable due to reduced capacity (Waiting for text confirmation)In both

  3. The customized messages should appear if the restaurant is unavailable for the reasons listed in 1 or 2, or become unavailable in this three pages:

    1. Store locator

    2. Cart

    3. Checkout

  4. In all cases, if pick-up service is available, it should be added a button to send the user to this type of service to avoid losing the sale

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  1. Showing customized messages outside the store locator page

  2. Adding lokalize Lokalize translations for customized messages (Iberia). However, the Lokalize keys are our responsability.

Success metrics / Data & Events

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Steps

Expected results (example text)

Weather

Es climatológicamente imposible llevar tu pedido como quisiéramos. Sentimos no poder atender ahora a tu hambre. Intentaremos restablecer servicio en los próximos 10 minutos. Atentamente, BURGER KING®Atención al cliente.

No driver available

No hay disponibilidad para llevar a tiempo tu pedido. Sentimos no poder atender ahora a tu hambre.Te avisaremos cuando el servicio se restablezca. Atentamente, BURGER KING®Atención al cliente.

Street closed

Estás geolocalizado en un área de reparto cortada. Nos es imposible llevar tu pedido como quisiéramos. Sentimos no poder atender a tu hambre. Te avisaremos cuando el servicio se restablezca. Atentamente, BURGER KING®Atención al cliente.

Volume of orders

Demasiados pedidos en la parrilla. Ahora no podemos llevar tu pedido como quisiéramos. Sentimos no poder atender ahora a tu hambre. Intentaremos restablecer servicio en los próximos 10 minutos. Atentamente, BURGER KING®Atención al cliente.

Technical issues

Un fallo técnico no nos permite llevar tu pedido como quisiéramos. Sentimos no poder atender ahora a tu hambre. Intentaremos restablecer servicio en los próximos 10 minutos. Atentamente, BURGER KING®Atención al cliente.

Restaurant schedule

Hemos apagado la parrilla. Mañana la volvemos a encender. Sentimos no poder atender ahora a tu hambre. Te avisaremos cuando el servicio se restablezca. Atentamente, BURGER KING®Atención al cliente.

Covid-19

TBD

Reduced areaTBD

The delivery service is temporarily unavailable, please try again later

EXCLUDED:

  • Fallo conexión a internet. -> Un fallo técnico no nos permite llevar tu pedido como quisiéramos. Sentimos no poder atender ahora a tu hambre. Intentaremos restablecer servicio en los próximos 10 minutos. Atentamente, BURGER KING®Atención al cliente.

Impact on Delivery Partners

To show the right error page for each scenario RBI Platform will need to receive the detailed reason why the delivery is unavailable. Therefore, the partners will have to return the error codes listed below in the following two endpoints:

Valid error codes:

Code

Scenario

PAUSED_NUMBER_OF_ORDERS

Too many orders

PAUSED_TECHNICAL_ISSUES

Technical issue

PAUSED_RESTAURANT_SCHEDULE

Preparing to close

PAUSED_WEATHER

Weather issue

PAUSED_STREET_CLOSED

Road issue

PAUSED_NO_DRIVERS_AVAILABLE

Lack of drivers

COVID_19

Delivery unavailable due to covid 19 restrictions

REDUCED_CAPACITY

Restaurant is operating at reduced capacity

Design

  • DMP reasons for pausing the delivery:

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