2.0 The life cycle of a delivery order (broadcast mode)
To get started, you need to log in and start your shift. See here for more details.
The order life cycle consists of several key stages, which are controlled in the Dots Delivery app.
Selection of locations
Accepting new orders from the list
Accepting new orders on the map
Arriving at the company location
Receiving an order at the company location
Order delivery
Receipt of an order
Merged orders
Problematic situations
Before getting started, you must select the locations, orders from which will be available for work. To do this, go to the Broadcast tab and tap on the filter icon. After that, you’ll see a screen where you can select the desired locations. Once selected, tap Confirm to save changes.
Note: When you close and reopen the app, the filter settings will remain the same.
The List tab contains the list of all available orders. Tap Accept to accept the desired order. After that, all work with the order will take place in the Orders tab. To view the order card , tap on the order itself.
Example
In the screenshot below, the courier has an available order. At 12:00 PM he needs to arrive at Dots Platform Academy , 1 and pick up the order, with the number that ends with 7818.
At 1:25 PM, he must deliver the order at St. , and receive $74 from the customer. At the same time, it is necessary to change the corresponding statuses of the order as they are completed.
To update the list of available orders, tap on the corresponding icon in the upper right corner.
The Map tab shows the courier's location and a map with all available orders from the selected locations.
Order markers indicate customer addresses and can be green, yellow, or red, depending on the delay. The change of marker colors will depend on the values of two parameters: Delivery delay (green) and Delivery delay (red). The supervisor must inform the couriers of the values selected for these settings.
Example
Delivery delay (green): -10
Delivery delay (red): 0
Estimated pickup time: 5:00 PM
Until 4:50 PM, the order icon will be green. There is enough time before the order will be ready for pickup. Accept such an order if there are no yellow and red markers on the map.
Between 4:50 PM and 5:00 PM, the order icon will be yellow. Accept such an order if there are no red markers on the map.
After 5:00 PM, the order icon will become red. Please accept such an order first.
When you tap on the order icon, a window with information about it will pop up. To accept the order, tap ""Take"".
To refresh the map, tap on the corresponding icon in the upper right corner.
Once you arrive at the pick-up location, tap Arrived.
You can enter the pick-up location 5-10 minutes before the estimated pick-up time indicated on the order card. Be sure to take an insulated bag with you and tell the last 4 digits of the order number, because multiple orders may be ready at the same time.
Get a receipt from the cashier/waiter.
Make sure that you have branded packaging and other order attributes.
Make sure the food boxes are firmly fixed and do not move inside the bag (there must be a plastic tie for adjustment).
Ask the cashier/waiter to repack the order if it is packed poorly.
Make sure that the first courses are nicely packed and the lids on the boxes are tightly closed (otherwise they may spill during delivery).
If the order contains pizza, make sure that the number of pizza boxes in the stack is no more than 4 pcs. (otherwise, the bottom pizza will spread over the lid of the box). If there are more than 4 boxes in a stack, ask to repack the order, and make sure that the boxes are intact. Do not stack 4 pizza boxes on top of each other. To deliver such an order, use the shelf in your insulated bag. Inform the customer about the rules for pizza delivery in piles when he receives it.
Make sure you have drinks if they are in the order (cashiers may forget about them when packing the order).
If the company provides a gift, make sure it is there.
After receiving the order, tap Received.
To view the delivery route, go to the order card and tap the Map tab. Tap Navigator, to see a list of available navigation apps. After selecting one of them, the route will open in the corresponding app.
In the case of standard delivery, it is necessary to tap Call customer not earlier than 2 minutes before the delivery time.
After that, the “robot"" will try to call the customer 2 times. During the call, you’ll see the corresponding status. You can also use the robot icon in the order card for calling the customer.
If the customer received an automatic call, you’ll see a confirmation.
If the ""robot"" failed to reach the client, the corresponding information will appear in the order card.
In such case, you will need to call the customer yourself and ask him to receive the order. Dialing is available in the order card by taping on the phone icon.
Example of addressing a customer
Hello, this is __ service courier. Your order is here, please meet me outside._
Note: If the customer chooses inside delivery, then there’s no need to call.
Note: If you have any difficulties with reaching a customer’s address, we recommend that you solve them yourself (for example, using a navigator).
In extreme cases (or in situations where the address information is incomplete), you can call the customer.
Tap Arrived and give customer the order along with the gift if it is included in the order.
Only after receiving the amount indicated in the order card, you need to tap Delivered.
After that, you'll see a pop-up window for specifying the customer's delay time (in case of his delay). If the customer has picked up the order on time, tap Confirm.
Important: When handing over the order to the customer, please get out of the car.
Merging orders allow couriers to deliver two orders within one route for fuel and time economy. When accepting merged orders, each of them will appear in the order card.
Example
At 13:44 PM, the courier needs to arrive at Dots Platform Academy and pick up the first order, with the number that ends with .
At 13:45 PM, the courier must arrive at Dots Platform Academy. and pick up the second order, with the number that ends with .
At 14:29 PM, the courier must deliver the first order to St. Shevchenko , 106, and receive $85 from the customer.
At 14:30 PM, the courier must deliver the second order to St.Kvitneva , 10, and receive $87 from the second customer.
When delivering merged orders, the status confirmation button under the order will apply to the stage highlighted in yellow.
The order card will contain separate tabs for each of the orders.
The Map tab will show the delivery route for both orders. In the example below, the system built a route based on the presence of two accidents, traffic jam and one-way roads. To reduce the delivery time, the route was built to bypass the accident sites.
Note: If you decide to change the sequence of delivery of merged orders, then manage them directly in the tab of a specific order.
Note: The logistics module always builds the shortest route based on the delivery distance and traffic conditions. There may be cases when the system will offer to first deliver the second order, so that you do not have to go back.
You understand that you may be more than 15 minutes late with the delivery of the current order, and after the current order you have another one.
You need to report the problem to support. If there are free couriers on the line, the second order will be assigned to another courier.
Customer refuses to receive an order.
You must inform the call center and follow the instructions of the operator.
There are technical problems with your vehicle, or you experience health issues.
Call the support as soon as possible.
Important: Do not under any circumstances come into conflict with a customer.
*
Link to this article: here
The order life cycle consists of several key stages, which are controlled in the Dots Delivery app.
Table of contents
Selection of locations
Accepting new orders from the list
Accepting new orders on the map
Arriving at the company location
Receiving an order at the company location
Order delivery
Receipt of an order
Merged orders
Problematic situations
1. Selection of locations
Before getting started, you must select the locations, orders from which will be available for work. To do this, go to the Broadcast tab and tap on the filter icon. After that, you’ll see a screen where you can select the desired locations. Once selected, tap Confirm to save changes.
Note: When you close and reopen the app, the filter settings will remain the same.
2. Accepting new orders from the list
The List tab contains the list of all available orders. Tap Accept to accept the desired order. After that, all work with the order will take place in the Orders tab. To view the order card , tap on the order itself.
Example
In the screenshot below, the courier has an available order. At 12:00 PM he needs to arrive at Dots Platform Academy , 1 and pick up the order, with the number that ends with 7818.
At 1:25 PM, he must deliver the order at St. , and receive $74 from the customer. At the same time, it is necessary to change the corresponding statuses of the order as they are completed.
To update the list of available orders, tap on the corresponding icon in the upper right corner.
3. Accepting new orders on the map
The Map tab shows the courier's location and a map with all available orders from the selected locations.
Order markers indicate customer addresses and can be green, yellow, or red, depending on the delay. The change of marker colors will depend on the values of two parameters: Delivery delay (green) and Delivery delay (red). The supervisor must inform the couriers of the values selected for these settings.
Example
Delivery delay (green): -10
Delivery delay (red): 0
Estimated pickup time: 5:00 PM
Until 4:50 PM, the order icon will be green. There is enough time before the order will be ready for pickup. Accept such an order if there are no yellow and red markers on the map.
Between 4:50 PM and 5:00 PM, the order icon will be yellow. Accept such an order if there are no red markers on the map.
After 5:00 PM, the order icon will become red. Please accept such an order first.
When you tap on the order icon, a window with information about it will pop up. To accept the order, tap ""Take"".
To refresh the map, tap on the corresponding icon in the upper right corner.
4. Arriving at the company location
Once you arrive at the pick-up location, tap Arrived.
5. Receiving an order at the company location
You can enter the pick-up location 5-10 minutes before the estimated pick-up time indicated on the order card. Be sure to take an insulated bag with you and tell the last 4 digits of the order number, because multiple orders may be ready at the same time.
Action to take when receiving an order:
Get a receipt from the cashier/waiter.
Make sure that you have branded packaging and other order attributes.
Make sure the food boxes are firmly fixed and do not move inside the bag (there must be a plastic tie for adjustment).
Ask the cashier/waiter to repack the order if it is packed poorly.
Make sure that the first courses are nicely packed and the lids on the boxes are tightly closed (otherwise they may spill during delivery).
If the order contains pizza, make sure that the number of pizza boxes in the stack is no more than 4 pcs. (otherwise, the bottom pizza will spread over the lid of the box). If there are more than 4 boxes in a stack, ask to repack the order, and make sure that the boxes are intact. Do not stack 4 pizza boxes on top of each other. To deliver such an order, use the shelf in your insulated bag. Inform the customer about the rules for pizza delivery in piles when he receives it.
Make sure you have drinks if they are in the order (cashiers may forget about them when packing the order).
If the company provides a gift, make sure it is there.
6. Order delivery
After receiving the order, tap Received.
To view the delivery route, go to the order card and tap the Map tab. Tap Navigator, to see a list of available navigation apps. After selecting one of them, the route will open in the corresponding app.
In the case of standard delivery, it is necessary to tap Call customer not earlier than 2 minutes before the delivery time.
After that, the “robot"" will try to call the customer 2 times. During the call, you’ll see the corresponding status. You can also use the robot icon in the order card for calling the customer.
If the customer received an automatic call, you’ll see a confirmation.
If the ""robot"" failed to reach the client, the corresponding information will appear in the order card.
In such case, you will need to call the customer yourself and ask him to receive the order. Dialing is available in the order card by taping on the phone icon.
Example of addressing a customer
Hello, this is __ service courier. Your order is here, please meet me outside._
Note: If the customer chooses inside delivery, then there’s no need to call.
Note: If you have any difficulties with reaching a customer’s address, we recommend that you solve them yourself (for example, using a navigator).
In extreme cases (or in situations where the address information is incomplete), you can call the customer.
7. Receipt of an order
Tap Arrived and give customer the order along with the gift if it is included in the order.
Only after receiving the amount indicated in the order card, you need to tap Delivered.
After that, you'll see a pop-up window for specifying the customer's delay time (in case of his delay). If the customer has picked up the order on time, tap Confirm.
Important: When handing over the order to the customer, please get out of the car.
8. Merged orders
Merging orders allow couriers to deliver two orders within one route for fuel and time economy. When accepting merged orders, each of them will appear in the order card.
Example
At 13:44 PM, the courier needs to arrive at Dots Platform Academy and pick up the first order, with the number that ends with .
At 13:45 PM, the courier must arrive at Dots Platform Academy. and pick up the second order, with the number that ends with .
At 14:29 PM, the courier must deliver the first order to St. Shevchenko , 106, and receive $85 from the customer.
At 14:30 PM, the courier must deliver the second order to St.Kvitneva , 10, and receive $87 from the second customer.
When delivering merged orders, the status confirmation button under the order will apply to the stage highlighted in yellow.
The order card will contain separate tabs for each of the orders.
The Map tab will show the delivery route for both orders. In the example below, the system built a route based on the presence of two accidents, traffic jam and one-way roads. To reduce the delivery time, the route was built to bypass the accident sites.
Note: If you decide to change the sequence of delivery of merged orders, then manage them directly in the tab of a specific order.
Note: The logistics module always builds the shortest route based on the delivery distance and traffic conditions. There may be cases when the system will offer to first deliver the second order, so that you do not have to go back.
9. Problematic situations
You understand that you may be more than 15 minutes late with the delivery of the current order, and after the current order you have another one.
You need to report the problem to support. If there are free couriers on the line, the second order will be assigned to another courier.
Customer refuses to receive an order.
You must inform the call center and follow the instructions of the operator.
There are technical problems with your vehicle, or you experience health issues.
Call the support as soon as possible.
Important: Do not under any circumstances come into conflict with a customer.
*
Link to this article: here
Updated on: 28/05/2024
Thank you!