Weekly Self-Audit Checklist for Moroccan Vendors — Garean

This checklist helps Moroccan vendors evaluate their performance in confirmation, delivery, COD, and customer communication. Fill it every week and follow the action steps if a metric is below target.

1) Order Confirmation (تأكيد الطلبات)

• Did you confirm ≥ 95% of orders within 30 minutes?
  If No: Assign one person to confirmations + set hourly alerts.
• Are messages complete (store name, order #, time window)?
  If No: Use the official Garean confirmation template.

2) Delivery Success (نسبة التسليم)

• Delivery success ≥ 90% in first 48 hours?
  If No: Call failed customers, verify address quality, coordinate with shipping.
• First-attempt success ≥ 80%?
  If No: Send pre-dispatch SMS.

3) COD Collection & Proof

• Is COD collected amount matching system totals?
  If No: Request photo proof from driver.
• Proof uploaded for ≥ 95% deliveries?
  If No: retrain drivers.

4) Customer Status Tracking (Loyal / Blacklisted / Upsell)

• Are repeated phone numbers tagged?
  If No: Review history in CRM and assign labels weekly.

5) Weekly Key Metrics

• Confirmation rate: ≥95%
• Delivery success: ≥90%
• First-attempt rate: ≥80%
• Proof uploads: ≥95%
• Customer response time: ≤2 hours

Templates

Order Confirmation Template

Bonjour [CustomerName], c\'est [StoreName].
Nous confirmons votre commande #[OrderNo].
Livraison prévue le [Date] entre [TimeSlot].
Pour annuler ou modifier, répondez ici ou appelez [Phone].
Merci !

Pre-Dispatch SMS

[StoreName] — Votre commande #[OrderNo] arrivera aujourd\'hui. Êtes-vous disponible dans [TimeSlot] ?

Retention Message

Smah liya pour le retard 🙏. On vous propose une nouvelle livraison + un petit cadeau sur la prochaine commande. On reprogramme ?