Disclaimer: This article is for Lunchbox 2 Enterprise customers only. If your dashboard header looks the same as below, you are in the right place:
Order Escalation Management Overview

The Lunchbox system has a built-in Order Escalation function that detects when orders are not accepted in a timely manner. Under the Order Escalations Tab, you can manage a list of individuals to receive email and/or text alerts when the order is escalated. If the order is not accepted within a predetermined time, a notification will be sent for each rule created until the order is accepted.


Table of Contents

Set Hours of Notifications

These are hours of notifications for non-accepted orders:

Step 1: From the Order Escalation Tab, select one of the below options:

  • Business Hours: Select this option to only escalate orders during normal business hours (recommended)

  • Business Hours +/- Offset: Choose this option if you wish to receive escalations outside of normal business hours

Step 2: If you chose to offset business hours, enter the # of minutes to offset in the appropriate fields

Step 3: Click Save Settings


Set Email/Text Notifications Contact Information

Set email addresses and/or text message format to alert you of non-accepted orders:

Step 1: From the Order Escalation Tab, select the Rule List sub-tab

Step 2: Specify the below, as needed:

  • Minutes After Order Arrives: The number of minutes that pass before you are alerted about an order has not been accepted by the location. Ex: After an order hasn’t been acknowledged for 5 minutes, an alert email will be sent to the address provided

  • Email: Email address that the alerts should be sent to. These can also be configured to be sent as text messages. See note below

Step 3: Check the box next to Enable under Send Email to turn on that notification

Step 4: Click Add Rule

Note: Use your mobile provider’s email address starting with your cell phone number to receive text alerts. Contact your mobile provider to confirm text email. Here are a few examples:

  1. T-Mobile: yourcellnumber@tmomail.net

  2. Sprint: yourcellnumber@messaging.sprintpcs.com

  3. AT&T: yourcellnumber@txt.att.net

  4. Verizon: yourcellnumber@vtext.com


Order Escalation Procedure (Non-POS Locations)

After a customer places an order it will be sent to your store via the POS Agent installed on your designated PC. You will need to accept the order on the Agent

If an order is not accepted within 4 minutes on the POS Agent, the order will be escalated by support personnel and automatically faxed. Once escalated, support personnel will call the location to make sure your store receives the order and try to determine the issue with the POS Agent

Note: A technician will make 3 attempts to contact the location to ensure that they receive and process the order. If Lunchbox is unable to make contact, we will mark the order status to “investigation” which prevents the customer from being charged. The online service will be disabled for the rest of the day and will reactivate the following morning. Lunchbox will make every attempt to follow up with the location the next day. The order can be charged once we have confirmed the order was fulfilled.

To help ensure orders are accepted by the location, our system offers several additional notification features:

  • Set Email/Text Notifications Contact Information

  • Create an Event Alert for a Location

Note: Important things to remember to avoid escalations:

  • Turn on the computer; reboot and make sure an account is logged on to the computer

  • Speakers plugged in, turned on and volume turned up

  • Printer needs to be turned on and have paper/toner


Order Escalation Procedure (POS Locations)

After a customer places an order it will be sent to your POS, once the prep time has been met, via the POS Agent installed on your designated PC

If the POS Agent is not able to make contact with the POS, the order will be escalated by support personnel. Once escalated, support personnel will call the location to make sure your store receives the order and try to determine the issue with the POS Agent


  • Managing Events

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