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Online Operations Quick Guide

Partner Platform Management

Amazon

Manage Amazon sales, inventory, orders, rota and capacity requests via Seller Central.

Open Seller Central Rota Guide Capacity/Headcount Daily Update Sheet

Deliveroo

Manage Deliveroo orders, menu, and operations via the Hub.

Open Deliveroo Hub Deliveroo Ops Guide (p89)

Just Eat

Manage orders via the Just Eat Tablet. Portal not yet available. Support: 02475 427 000

Just Eat Ops Guide

Uber Eats

Manage orders via the Uber Eats Tablet/App. Portal not yet available. Support: 0808 1892471

Uber Eats Ops Guide

Click & Collect (C&C)

Manage C&C orders via OSP and follow specific service guidelines.

Open OSP Platform C&C Guide (Support Centre) C&C Ops Guide (p76, 88)

Operational Tools & Procedures

Connecting to KDM WiFi:

  1. Settings > Connections > Wi-Fi.
  2. Select KDM network.
  3. Password: Find your store password here (MyMorri Link).
  4. Press 'Advanced'.
  5. Proxy Settings: Select 'Manual'.
  6. Proxy Hostname: bcproxy.morrisonsplc.co.uk
  7. Proxy Port: 8080
  8. Save changes.

Connectivity Issues:

  1. Ensure device is connected to KDM (check Wi-Fi icon).
  2. If connected but issues persist, raise a Tech Ticket via MyMorri (IT Service Desk: 0345 611 6500).
  3. Urgent: If connectivity stops picking entirely, raise with field team specialist immediately (provide tech ticket ref).

Default Phone Password:

123456a

Amazon Seller Central App Install:

If the app isn't on the device:

  1. Text this link to the phone: https://d38yiac49447yo.cloudfront.net/static-site/index.html?version=3.23.0/207763 (Or scan QR code below).
  2. Ensure all Chrome tabs are closed if the link fails.
  3. Download the app file.
  4. Open the downloaded file.
  5. Click 'OK to install'.
  6. If prompted 'not allowed from this source', click Settings > Allow from this source.
  7. Press back button to return to installation.
  8. Once installed, check the flag in the Seller App sign-in screen is UK (not USA).
QR Code for Seller Central App - INSERT URL

Ref: Handset Troubleshooting Guide PDF / Online Ops Guide p75-83.

Trolley Setup (Online Ops Guide p9): Prepare trolleys in advance using 'Prepare Trolley Application' (HHT). Scan trolley barcode, then scan each tote barcode into the correct position (A-H). Use Yellow totes for Ambient/Fresh, Grey for Frozen.

Tote Hygiene & Washing (Online Ops Guide p30): 'Clean As You Go' for spills. Check totes are clean before pick walk. Follow scheduled weekly deep cleaning process. Store totes cleanly indoors. Use clear bags (CAR95011) for raw meat/chemicals.

Tote Checking (Online Ops Guide p22): Daily checks on buffered totes via OSP or MySecurity App. Check for missing/additional items, damage, date codes, and packing standards. Correct issues and log checks.

Use the Store Pick Progress Report daily (after picks complete) to monitor efficiency and availability.

  • Access Report: [Link Needs Verification]
  • Review 'Top Lines Non Picked' & investigate root causes (stock counts, replenishment). Use HHT/Store Mobile App.
  • Monitor Colleague Performance: Availability % and Picks Per Hour. Coach/support as needed.
  • Feedback issues in Huddles.

Ref: Online Ops Guide p26, 83-85.

Service Standards & Escalation

Our 6 Online Customer Promises (Online Ops Guide p4):

  1. Send ordered products or suitable alternative.
  2. Allow customer choice on substitutes/missing items.
  3. Pick, handle, and pack with care.
  4. Pick best quality and date life.
  5. Provide timely and efficient handover/collection.
  6. (C&C) Assist with loading shopping if requested.

Quality Checks (Online Ops Guide p83-84, 89): Always apply 'Would I Buy It?'. Check dates (min 3 days typical), packaging, freshness. Handle carefully.

Bagless Operation: Most items placed directly into totes.

Required Bags (Clear Bags - CAR95011): Use for raw meat/fish, chemicals, unwrapped seeds, flowers/bulbs, soil-contaminated goods (Online Ops Guide p86).

Packing Order: Heavy items bottom, fragile top. Keep regimes separate if needed. Don't overfill.

Picking Trolley: Stay with trolley. Scan tote *each time*. (Online Ops Guide p101 - adapted).

Prevent missing items (charged but not received). (Online Ops Guide p85, 102-103).

Causes & Prevention:

  • Picker: Scan correct tote every time. Double-check counts. Verify product variations. Don't leave trolley.
  • Handover/Collection: Ensure *all* totes scanned/handed over. Process rejects/adjustments *before* completing order on HHT/Device.

Manager Action: Regular Tote Checks. Coach pickers.

Applies to Alcohol & age-restricted items for C&C and partner deliveries (Online Ops Guide p28).

  • If customer looks under 25, request valid photo ID (Passport, Driving Licence, PASS Card).
  • Verify age (18+).
  • If ID valid & 18+, complete handover.
  • If no valid ID / underage / intoxicated, refuse age-restricted items. Adjust order *before* completing. For Just Eat/Uber Eats, ensure items are packed separately and Driver is notified for refusal if applicable at doorstep.

Follow structured escalation for issues (Online Ops Guide p50-52, 71).

  • Self-Help: Use guides, check connections, restart.
  • Store Buddy: Contact neighbour store for operational advice (7170 + Store No + 269).
  • IT Service Desk (0345 611 6500): For Tech faults (HHT, Network, OSP, PC). State 'Online Store Pick'. Note Priority Levels (P1=Major outage). Get ticket ref.
  • Partner Support: Use JE (02475 427 000) / UE (0808 1892471) / Deliveroo / Amazon specific channels for their platform/tablet issues if IT can't fix.
  • Regional Ops Manager: Escalate unresolved P1/P2 IT issues (with ticket ref), major incidents, persistent problems.
  • Specific Issues: Use dedicated processes for Accidents (MTRACCID/LIABREP), Security (MySecurity), Lost Keys etc. (See relevant guides/Contacts page).