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Woolworths Customer Hub - Online

Introduction to Delivery Now &Crowd

July 2021

Learning & KnowledgeeCom_Process Document_Introduction to Delivery Now & Crowd_July2021 1

Version Control

Document Control

Version Date Name Comments

V1.0 20/07/2021 Katie Flewitt Initial Draft

V1.1 20/07/2021 Katie Flewitt Final Draft

V1.2

V1.3

V1.4

Approvers and Reviewers

Date Name Position Status

20/07/2021 Lauren Sekendek eCom Relationship Lead Approved


Version Control 2Document Control 2Approvers and Reviewers 2

Introduction to Delivery Now and Crowd 4Windows and Location Offerings 4Cost and Minimum Spend 5Product Limitations and Restrictions 5Customer Journey 6Website Customer Troubleshooting 9Order Management 10

Introduction to the MultiCarrier Order Tracker Dashboard 11How to Log In 11How to search for an order 12How to read an order 13

Different Statuses 15Different Stages 16

How to search via State 17How to search via Store 17How to search via Session 18How to search via Carrier 18Show Overview 19


Introduction to Delivery Now and CrowdDelivery Now is a delivery service offered on Woolworths online to mainly metro customers. DeliveryNow orders will be delivered in under 2 hours of placing the order. Delivery now orders will bedelivered by our Partner Carriers (such as Yello, Sherpa or 13Cabs).

Crowd is a delivery service offered on Woolworths online to Nationwide. Crowd orders will bedelivered in either 5 hour or 1 hour windows. Crowd orders will be delivered by our Partner Carriers(such as Yello, Sherpa or 13Cabs).

Windows and Location OfferingsIf the customer is eligible based on their location they will have the option available at checkout, asper the screen shot on the right.

● Majority of Crowd and Delivery Now orders can only be ordered between the hours of 9amand 7pm.

● Crowd and Delivery Now is available in select locations across Australia. Customers can getdeliveries in Sydney, Melbourne, Brisbane, Perth, Adelaide, Gold Coast, Canberra, Newcastle,Geelong, Hobart, and further metro regions.

Crowd Window

Nb: Highlighted by Partner Driver. Windows will be a 1 hour duration

Delivery Now Window

Nb: Highlighted by Delivery Now. Windows will be a Approx 1hour and 40 mins duration


Cost and Minimum SpendThe Delivery cost for Delivery Now or Crowd orders differ from the standard Home deliveries providedby Woolworths.

● Customers who have a Delivery Unlimited subscription may be able to see a discount deliveryfee.

● Customers are able to use coupon codes at checkout the same as Woolworths Online.● A customer is unable to use a free delivery voucher with Delivery Now Orders.● There is no minimum purchase amount or limits for Delivery Now orders● The Minimum Spend for a Crowd Order is $50 (excluding delivery fees and promotion codes)

Product Limitations and RestrictionsWhen our customers are placing a Delivery Now or Crowd order, as these are delivered by PartnerDrivers, there are certain Product limitations and restrictions due to safety reasons. Some of theseinclude but are not limited to:

● There are limited types of products you can purchase:○ Some Bakery Items○ Deli Items and Hot Food○ Some bulkier items have different website limits○ Aerosole or Combustible products○ The items may vary from store to store just like Woolworths Online

Crowd: The products in your cart exceed the 80 item limit for Courier orders. Please reduce thenumber of items in your cart or select a different delivery method instead.

The image on the right will be present if there is an item the customer is unable to purchase inDelivery Now.

Delivery Now: Your cart has exceeded the 50 item limit for Delivery Now. Please remove items fromyour cart, or choose standard Delivery or Pick up.


Customer JourneyThis section will discuss the customer facing website and provide some further insight to DeliveryNow and Crowd orders.

Step Information / Screenshot

1

A customer must have a Woolworths Online account and have their address added. This will determinewhether the customer is able to purchase an order for Delivery Now or Crowd.

If the customer does not have an online account please visit Account Registration:

Account Registration - WebsiteAccount Registration - App

2

The customer will be able to see windows at checkout for either Delivery or Crowd.

Delivery Now - Highlighted by Delivery Now. Windows will be a Approx 1hour and 40 mins duration

Crowd Window - Highlighted by Partner Driver. Windows will be a 1 hour duration


https://contactcentreaskportal.appspot.com/ask/supermarkets?id=2560

http://contactcentreaskportal.appspot.com/ask/supermarkets?id=39


3

Once the customer finalises the purchase they will get an order confirmation, this will also include amore accurate ETA.

4

The customer will also get the following confirmation email.

For Track my order via the customers account proceed to Step 5



5

The ETA displayed in the ‘Track my Order’ option and the confirmation email is a static ETA. Meaningit does not update real time.

The customer also will have visibility on the below:

Order received: Which store the order is coming from.

Preparing your order: The personal shopper has started picking the order.

Order on its way: Who is delivering the order Yello or Sherpa and the Drivers name. It also provides alink for live tracking

Order delivered: Notifies the time the order has been delivered.


Website Customer TroubleshootingCustomers may not be able to checkout with due to their:

● Minimum Spend not meet

● Cut off times:○ Is the customer trying to purchase Delivery Now within 1 hour of opening or closing

● Capacity:○ Capacity is exceeded at the store meaning we expect we are unable to meet our

customers' delivery expectations.○ No available windows


Order ManagementYou can see the below differences with Order Management when dealing with Delivery Now andCrowd customers.

Delivery Now

● The Delivery Method field will show as XpressD(Carrier Name) (eg: XpressD (Cabcharge))● The Delivery Address field will show the Woolworths fulfilment store not ONLY the customers

delivery address Delivery (Store Number & Name) Express followed by the customer deliveryaddress

● The Tracking Link Field will show the partner tracking link which provides the same link ourcustomers will receive via the SMS tracking link once a driver is assigned or has beendelivered

Crowd

● The Delivery Method field will show as Courier● The Carrier field will show as the Partner Name (e.g Cabcharge)● The Tracking Link Field will show the partner tracking link which provides the same link our

customers will receive via the SMS tracking link once a driver is assigned or has beendelivered


Introduction to the MultiCarrier Order Tracker DashboardMulti Carrier Dashboard is a singular portal to search data across all third party carriers. Thiscombines Yello, Sherpa, Cabcharge and Uber. You will find store details, customer details and driverdetails in one centralised dashboard.

How to Log In


1

Click on MultiCarrier Order Tracker which will open the link.

The login is based on SSO (Single Sign on). Click on your email address when you click on MultiCarrierOrder Tracker.

2

The dashboard will the appear as below:

Nb. If you are not able to log in please seek assistance from management.


https://lmk8saae.prod.wx-d.net/multicarrier-api/dashboard/multicarrier-order-tracker/sso

How to search for an order


1

You will need to select either when you want to search for the order.

Nb. It is best to select ‘Custom’ and select the date range of the customers order:

2

Enter in the customers ‘Order Number’ in the ‘Order Id’ field.

3

Click ‘Search’

4

The customer’s order will appear below:


How to read an order


1

Once you can see the customers order it will show the following:

● Id - (Customers Order Number)● Placement Date (When the customer placed the order)● Session (What time the customer chose)● Status (Status of the order - refer to Different Statuses)● Stage (Stage of the order - refer to Different Stages)● Suburb (The customers suburb)● Store (The store that is fulfilling the order)● Carrier (Which carrier is delivering the order)● Delivery Date (The date of delivery)● Pickup ETA (The time the driver is picking up the order from the store)● Live Delivery ETA (The time the driver is delivery the order to the customer)● Planned Delivery

2

The order is split into 3 sections:

● Customer Information - Proceed to Step 3● Store Information - Proceed to Step 4● Driver Information - Proceed to Step 5

3

Customer Information

4

Store Information



5

Driver Information

Nb. The Tracking Link is clickable and will open up on a new screen. This will also show the POD if theorder has been delivered.

6

You will also see the order activity for the customers order:


Different Statuses


1

In the status field you will find the below and their meanings:

Status Definition

AllocatedToCarrier The order has been allocated to the carrier

AllocatedToDriver The order has been allocated to the driver

ArrivingForDelivery The order is arriving for delivery to the customer

ArrivingForPickup The order is being pickup from the store

Cancelled The order has been cancelled

Created The order has been created

Delivered The order has been delivered

Dispatched The order has been dispatched

Enroute The order is enroute to the customer

FailedCancellationToCarrier The order didn't go through to the carrier’s system

InProgress The order is in progress

Undelivered The order has not been delivered


Different Stages


1

Below is the different stages an order will go through and their definition

Status Definition

Order has been received by store

Driver has been assigned

Driver has picked up the order

Driver is on the way to the customer

Order has been delivered

Delay at Order Point

Awaiting change of the statuses above


How to search via State

1

You can search for orders based on State by clicking the drop down and selecting the checkbox for thestate:

How to search via Store


1

You can search for orders by the Store by clicking the drop down and by clicking the store:

Nb. You can manually type in the Store Name or Store Number


How to search via Session


1

You can search for orders based on Sessions by clicking the drop down and selecting the checkbox forthe Session:

Nb. XP means Delivery Now - Express Delivery , CDAM means Crowd Delivery Morning Session, CDMDmeans Crowd Delivery Midday Session and CDPM means Crowd Delivery Afternoon Session.

How to search via Carrier


1

You can search for orders based on Carrier by clicking the drop down and selecting the checkbox forthe Carrier:


Show Overview


1

You can click on either:

● State● Store● Session● Carrier

To see a breakdown of orders and their activity.

2

Click on the ‘Show Overview’ button you will see the following:

3

Once you have clicked ‘Show Overview’ you will see the different statues below:

Status Definition

The order has been received by ECF and theMulti Carrier Dashboard

The driver has been assigned to the order

The driver has picked up the order

Proceed to Step 4 for more



4

Status Definition

The driver is enroute to the customer

The driver has delivered the order to thecustomer

5

What does the Status mean for each of the above:

Status Definition

This means orders are on track.

This means orders may be late

This means orders are late.


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