Standard Operating Procedures (SOPs)
Policy: All employees must adhere to these standard procedures to ensure consistency and quality across the Mimshack ecosystem.
🚚 Logistics Operations
Driver Onboarding
- Identity Verification: Verify NIN, Driver's License, and Address.
- Vehicle Inspection: Check tires, engine health, and documents.
- Training: 1-day session on App usage and Customer Service.
- Activation: Set account to 'Active' in Admin Portal.
Delivery Handling
- Always verify package contents (no prohibited items).
- Generate OTP at pickup; verify at drop-off.
- Photo evidence required for all multi-drop deliveries.
💰 Financial Operations
Refund Process
- Eligibility: Customer cancels within 5 mins or item damaged by driver.
- Approval: Ops Manager must approve all refunds over N5,000.
- Timeline: 3-5 business days for wallet/bank reversal.
Invoicing
- B2B invoices are generated every Monday.
- Payment terms are strictly Net-7 for all corporate accounts.
🚨 Incident Management
Incident Response
- Level 1 (App Glitch): Report to Engineering on Slack.
- Level 2 (Missing Item): Contact Driver and Receiver immediately; escalate to Ops Lead.
- Level 3 (Accident/Safety): Contact Emergency Services; notify Group COO.
Dispute Resolution
- Mediation between user and driver.
- If unresolved, legal/insurance protocol is initiated.