Tesco: problems with your collection

If you need to get in touch with Olio about your collection, please use our FWH Issue Report by tapping Report an Issue in My Collection Slots, (also in Documents) on the Volunteer Hub. 

The problem I'm experiencing is: 

1️⃣   No confirmation messages from my store. 🚫

2️⃣   A confirmation message then no food. 📩🚫🥕

3️⃣  Multiple confirmation messages with conflicting information.  ✉️✉️

4️⃣  Being asked to collect at a different time. 🕰️

5️⃣ Store staff don’t know about Olio.📩

6️⃣  The store has told me that Olio hasn't accepted the donation.📵

7️⃣ My store is not following the correct processes.

See below for support on these issues.

1️⃣  No confirmation messages from my store.

A Tesco store should always send a donation confirmation message to let you know if your collection is going ahead or not. If you do not receive a message, do not proceed with the collection as there likely won't be any food to collect. Please report this to Olio so that we can investigate further. 

 2️⃣ A confirmation message then no food.

While this should be a rare exception, there are two possible reasons:

1.  The Tesco store sold all the food to customers since they sent the confirmation message.

2.  The staff didn't manually decline the donation. To ensure donations are offered every night, a new ''automatic donation'' feature has been loaded on to Tesco system to ensure donations - because there is almost always surplus. If there is no food, staff must manually decline so FWHs don't come - but some stores haven't got this process correct yet. 

This issue currently only affects 2.3% of Tesco collections, and although the technical issue is beyond Olio’s control, we don’t want any FWH to have a wasted journey - as we know it’s a massive inconvenience if it effects you. 😢 

🙏 Please could you help by:

  • Speaking to store staff about this, calmly and kindly communicating that they must override the automatic donation and decline the Olio donation. 
  • Let them know that this informs the FWHs via our app to not attend the collection. Otherwise FWHs will turn up, which is disappointing and wastes time for our wonderful volunteers.
  • Clear communication and friendly relationships between Olioers and staff really helps to tackle issues in-store more quickly. 

❌ If the problem persists, please report to FWH team and we will report this to Tesco HQ > who will contact the store managers > who will re-train the store staff to override the automated donation message.

Please don't worry about this being held against you as a ''missed collection'', let your Squad know and/or respond to any surveys to let us know what happened.  


3️⃣ Multiple conflicting confirmation messages.

Tesco have loaded a new process on to their system called ''automatic donation estimations''. This means staff now have to  manually decline the donation if there is no food. We are finding that some staff have not read this training in their emails from Tesco HQ yet. 

If you get conflicting message (i.e a confirmation to go followed by 'no food'), please go with the most recent (the last) message in the chat - as this will be the one the staff meant to send!


4️⃣ The store is asking me to collect at a different time.

The collection times in Olio's system are set by Tesco HQ and are updated every Monday (if needed, most will stay the same). Therefore, if a store manager requests that you collect at a different time to this, then this is entirely at your discretion and you have every right to refuse. However, please bear in mind that it is important to allow yourself enough time to list and distribute all food items on the same day as your collection. We therefore don’t encourage Food Waste Heroes to collect at any point later than 20:30. 

If the store manager is asking for the collection to happen the evening before or the morning after your official scheduled collection, please let them know that they need to request this change internally with Tesco HQ as Olio is not able to make changes to the schedule.


5️⃣ The staff don’t know about Olio.

Our partnership with Tesco has been announced in the media and all the information they need is available to them internally (on their Help Desk) so gently suggest they look for it as they now have a team of local volunteers who are ready to help them redistribute their surplus food.


6️⃣  The store has told me that Olio has not accepted the donation.

Tesco have improved their internal systems to include a way to override this occasional issue. If you go to collect and the Store's hand-held PDA device has not had an acceptance, ask the staff to ''Manually Accept'' by:

✅ Clicking Waiting for Response
✅ Then Accept
✅ Choosing Olio
✅ Then Submit!

7️⃣ My store is not following the correct processes.

If you need to get in touch with Olio about your Tesco collection, please send us a   FWH Issue Report by clicking 'Report an Issue' in My Collection Slots on the Volunteer Hub. 

Olio and Tesco have an agreed process in place for resolving issues, this means that the only way that your problem will be solved is by reporting it directly to Olio via this report. In no circumstances should you contact Tesco directly, as doing so is against the agreed process, and will not result in your issue being resolved.

🚫 As always, please do not go ahead unless if you have received a confirmation. If you are able to call the store before going ahead please do so, for reassurance.

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