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  • Restaurants located in dangerous regions: they don’t want to use this payment method in-store, to avoid thefts.

    • some restaurants might disable these payment methods for all working hours;

    • some restaurants only disable these payment methods during the night period.

  • When there are only external drivers (catcher) available for the home delivery (combination 1.B, image below) : the external driver don’t accept offline payment methods, so these must be deactivated to avoid order cancelations.

    • Example: In PLK ES they had 35 transactions cancelations last month related to this issue. Offline payment method was available, but only external drivers were available and they didn’t accept the orders.

  • When the order will be delivered by other external drivers, like Uber direct or Glovo on demand (combinations 1.C and 1.D - image below): these service delivery options might not accept offline payment methods in some regions, so these must be deactivated to avoid order cancelations.

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Moreover, having the flexibility to configure the offline payment methods will allow the FZ to start using more payment methods.

Example: Terminal at home payment method is available in BK PT, but it’s disabled. As the team can’t configure the payment methods per restaurant, they preferred to disable the payment method for all restaurans the restaurants to avoid issues in places where it can’t be used.

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Requirement

MoSCow matrix

(Must, Should, Could)

Comments

As the FZ Operations team

I want to be able to activate/deactivate offline payment methods by restaurant and delivery service options,

So that I can manage and adapt to the different business rules.

MUST

  • The payment methods configurations must be set by the FZ operations team; restaurants shouldn’t be able to apply this type of changes.

  • In Portugal, this configuration doesn’t change frequently. Example: if the restaurant is located in a dangerous region, the offline payment methods will always be disabled.

  • In BK ES, they might need to change it more frequently. On average these changes happen once or twice a week per restaurant. Usually, they need to disable offline payment methods when there are only external drivers available.

  • These configurations must be possible:

    • by restaurant: be able to choose the payment methods active for each restaurant

    • by service mode and for specific delivery service options: the restaurant can disable offline payment methods for home delivery, but this method is available for mobile ordering (pick-up, eat-in, etc);

    • For home delivery service mode, they might need to add configurations for specific delivery service options: the restaurant can also disable this method for the external drivers and activate it for the own drivers.

As The Operations teams

I Want to automatically deactivate offline payment methods, for specific schedules, by restaurant and channel

So that I avoid issues in restaurants located in dangerous regions.

COULD

  • BK PT shared that it would be good to deactivate offline payment methods every day after mid-night for some restaurants. This configuration won’t change frequently.

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  • Offline payment methods = cash, voucher and terminal at home.

  • Cash is the most relevant payment method, compared to the other offline payment methods.

  • For example, in BK ES they have never disabled vouchers. Although this may cause problems, it’s a corner case, as very few customers use this payment method.

  • Stakeholders that shared these requirements (all from operations teams):

    • BK PT: José Gomes and Diamantino Carvalho

    • BK ES: Jose Angel Lezama Mendoza

    • PLK ES: Iñigo Pellejero Rovira

TBC: payment methods configurations for scheduled deliveries

📈 Success Metrics

Info

List here which are the metrics to look at to define success for the solution implemented. Use those KPIs to define the current status

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