Table of contents
Definition
Status | NOT STARTED |
RBIberia Owner | |
RBI Owner |
Requirements
Problem statement
Need to improve communication for each scenario of the paused service or not available due to reduced area
Avoid losing sales redirecting users to other services or offering other solutions such as discount codes
Acceptance criteria
If the restaurant service is paused, the customer should receive a customized message for each of this cases:
Weather
No driver available
Street closed
Volume of orders
Technical issues
Restaurant schedule
The customer should receive a customized message if the restaurant is unavailable due to reduced capacity
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:
Store locator
Cart
Checkout
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
Reduced area with backup should be validated if it’s the same as “Master restaurant” feature
Out of scope
Showing customized messages outside the store locator page
Adding Lokalize translations for customized messages (Iberia). However, the Lokalize keys are our responsability.
Success metrics / Data & Events
🤔 Assumptions
The solution should be agnostic and independent from the DMP used
The solution should be generic for all the markets
Solution
Scenarios
Note: these are high-level scenarios that must pass testing before we can release the feature. They should also be used to drive design. Note that we do not specify user interface details in these steps - that is deliberate so that we focus on the process and not on the UI since the UI can change throughout design and development.
Scenario 1: xxx
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 | Generic delivery unavailable error. |
Reduced area | 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:
Create Quote: https://euw3-dev-plk-partners-api.rbictg.com/docs/market/#tag/DeliveryWebhook/operation/deliveryCreateQuote
Apply Quote: https://euw3-dev-plk-partners-api.rbictg.com/docs/market/#tag/DeliveryWebhook/operation/deliveryApplyQuote
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:
Homeria reasons for pausing the delivery:
Current Spain app delivery paused page:
Figma design here: [insert link]
Development
Check the dependency with Homeria to understand if it’s needed an effort on their side
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