When requesting for change of trading time / store hours for Ironman..

Who do we call?

• Area Manager

• Operations Director

• QM

• RS Mapping Team

When requesting for processing of manual refund of web/mobile app orders when not auto-voided…

Who do we call?

• Maya RM

• Digitech

• SGCC Call Center Support

• RS Mapping Team

When aggregator payment is not yet received beyond SLA..

Who do we call?

• Finance

• JFC Service Now - ASCORE

• RBU Head

• Area Manager

When requesting for assistance for issues due to change of store ownership..

Who do we call?

• Brand POC (Point of Contact)

• RS Mapping Team

• Finance

• SGCC Call Center Support

When store received complaint from customer about Rider asking for payment even if they already paid online.

Who do we call?

• RS Mapping Team

• Delivery AM Lead

• JFC Customer Care

• Operations Director

When store received complaint from customer about Rider not carrying a thermal bag resulting to appearance issues.

Who do we call?

• JFC Service Now - ASCORE

• JFC Customer Care

• Area Manager

• Brand POC (Point of Contact)

Store forgot their password in Order Manager can’t view their OM dashboard.

Who do we call?

• RS Mapping Team

• Area Manager

• Delivery AM Lead

• None.

  Store can change their password by clicking the ‘Click here’

The store needs to report that their Food Panda Restaurant Portal Device is having issues (cannot log in, not turning on, etc)…

Who do we call?

• Digitech

• RS Mapping Team

• Food Panda Vendor Chat

• Food Panda Lead Rider

The store encountered POS Price issue upon punching the order in POS, who is the 2nd level of escalation?

Who do we call?

• RS - Jed Ventura

• Brand POC (Point of Contact)

• BT

• BT & Marketing

  (filed via JFC Service Now)

Store is not aware of the punching guidelines for a newly released memo, what is the 1st level of escalation?

Who do we call?

• SGCC Call Center Support

• None.
  Store to

  check availability guidelines in Beecon

• RS Mapping Team

• Delivery AM Lead