What's causing the sudden 30% increase in delivery cancellations for vegetable orders on Wasoko?

Introduction

A sudden 30% increase in delivery cancellations for vegetable orders on Wasoko is a critical issue that demands immediate attention. This unexpected spike could significantly impact customer satisfaction, revenue, and overall platform performance. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be a recent phenomenon. When exactly did you first notice this 30% increase in cancellations?

Why it matters: Pinpointing the timeframe helps correlate the issue with potential triggers. Expected answer: Within the last week or two. Impact on approach: A sudden spike suggests a specific event or change, while a gradual increase might indicate a systemic issue.

• Considering user segments, I'm wondering if this affects all customers equally. Have you noticed any patterns in terms of customer demographics or order types experiencing more cancellations?

Why it matters: Identifying affected segments can narrow down potential causes. Expected answer: Higher cancellation rates among new customers or for larger orders. Impact on approach: Segment-specific issues would require targeted solutions, while universal problems need broader interventions.

• Given the nature of vegetable orders, I'm curious about any changes in product quality or availability. Has there been any shift in sourcing or inventory management recently?

Why it matters: Product issues could directly impact cancellation rates. Expected answer: Some supply chain disruptions or quality control challenges. Impact on approach: Supply-side problems would require different solutions compared to platform or user experience issues.

• Thinking about recent updates, I'm wondering if any significant changes were made to the ordering or delivery process. Have there been any recent app updates, policy changes, or modifications to the delivery system?

Why it matters: Recent changes could be the trigger for increased cancellations. Expected answer: A recent app update or change in delivery partner policies. Impact on approach: Identifying a specific change narrows the focus for potential rollbacks or adjustments.