Handling customer exclusions and replacements is a vital aspect of personalising the delivery experience in Ooooby. While customers currently cannot add their own exclusions directly, they can request them via email, and you can record these preferences on their accounts. This guide details how to record both one-off and ongoing exclusions, as well as replacements, to ensure customer satisfaction.
Recording Customer Exclusions Before Closing the Orders
Access the Customer's Account: Navigate to the customer's account details.
Subscription Details: Click on 'Details' in the Subscriptions box, typically found in the top right.
Manage Exclusions: Select 'Exclusions' to view options for adding exclusions.
Add Exclusions:
For ongoing exclusions, choose 'Add Ongoing Exclusion'.
For one-time exclusions, select 'Show Once-off Exclusions'.
Specify the Exclusion: Enter the first three letters of the item in the pop-up box and select the correct item from the dropdown list.
Save: Confirm the exclusion by pressing 'Save'.
Removing Exclusions: Exclusions can be removed at any time by clicking the 'Remove' button next to an item.
Recording Customer Exclusions After Creating the Event
For exclusions specific to the current delivery event:
Go to
Active Orders > View Details: Access the event page.Edit Orders: Click on 'Edit Orders' to find the customer's order.
Exclusions/Replacements: Click on the relevant button next to the customer's name.
Customise Exclusions: Choose 'Customise' and enter the first three letters of the item to exclude, selecting it from the dropdown list.
Save Changes: Add more items as needed, then press 'Save'.
Note: Exclusions added post-event creation are not carried over to future events. Record ongoing exclusions as described in the previous section for permanent changes.
Recording a Replacement
After the event has been created:
Access
Active Orders: Navigate to the overview page.View Details: Click on 'View Details' and scroll to 'Produce Details'.
Exclusion Summary: Scroll down to the 'Exclusion Summary' section.
Enter Replacements: Click the 'swap' icon and enter the replacement details, including the exact amount (e.g. Carrot 500g).
Handling Unique Replacement Requests
If customers with identical exclusions and box sizes request different replacements, customise each by editing their order directly from the
Active Orders > View Details > Edit Orderspage. ClickExclusions/Replacementsto modify planned replacements.
Multiple Set Boxes on Order
Exclusions apply to all set boxes a customer has ordered, ensuring consistency across their delivery.
Box Label Appearance
Exclusions and replacements, once recorded, will be indicated on the box labels for the packing team. This ensures that all customer preferences are accurately reflected and fulfilled during packing.
An example of how exclusions and replacements show on a box label:
Conclusion
Recording customer exclusions and replacements in Ooooby is a straightforward process that significantly enhances customer satisfaction. By following these detailed steps, you can ensure that every customer's preferences are accurately captured and implemented, leading to a more personalised and appreciated delivery service.