2.0 Courier App - Orders tab - Order processing cycle
Before you start accepting orders, you need to log in and start a work shift (more details - Start / end of shift ).
The order processing cycle consists of several key stages, the implementation of which is controlled in the Dots Delivery app.
Accepting a new order
Arrival at the pickup point
Receiving an order at a pickup point
Order delivery
Dispatching an order to the client
Merged orders
Problem situations
All new orders go to the Orders tab. At the same time, a message about the new order will appear in the Notifications tab. When a new order arrives, you will also see a push notification and hear a beep (if the app has been granted the appropriate permissions).
New order in the Orders tab.
Notification about a new order in the Notifications tab.
To accept an order, tap Accept Order in the Orders tab, or Accepted in the Notifications tab. After accepting an order, all work with it takes 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 14:29 PM you must arrive at Dots Platform Academy, 1 and pick up the order, the number of which ends with 8799.
At 15:14 PM it is necessary to deliver the order to the Kvitneva Str., 10 along with a gift and receive $85 from the client. At the same time, it is necessary to mark the corresponding statuses of the order as it is completed.
Tip: It is recommended to take the order to work as soon as possible. If the order is not accepted within 7 minutes, the Monitoring Panel operator will receive a corresponding notification.
Once you arrive at the pickup point, tap Arrived.
You can enter the pickup point 5-10 minutes before the estimated pickup time indicated on the order card. Be sure to take a thermal bag with you and state the last 4 digits of the order number, as multiple orders may be ready at the pickup point.
Get a receipt from the manager/waiter.
Make sure that the original packaging and other attributes of the order are available.
Make sure that the food boxes are tightly fixed and do not move inside the bag (a plastic tie should be used to adjust). Ask the manager to repack the order if the order is packed poorly.
Make sure that the first courses are securely packed and the lids on the boxes are tightly closed (otherwise they may spill during transport).
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 smear on the lid of the box). If there are more than 4 boxes in the stack when the order is dispatched, ask for the order to be repackaged and make sure the boxes are intact. Do not stack 4 pizza boxes on top of each other. To transport such an order, use the shelf in your thermal bag. Inform the client about the rules for delivering pizza in stacks when transferring the order.
Make sure that there are drinks if they are in the order (they may be forgotten when dispatching).
If the company provides a gift, make sure it is included.
After receiving the order, tap Received.
When you go to the order card in the Map tab, the order delivery route will be displayed. When you tap on the Navigator button, a list of available applications for navigation will open. After selecting one of them, the route will open in the corresponding application.
In the case of delivery of the order to the house, it is necessary not earlier than 2 minutes before the delivery time to tap on the Call the client button.
After that, the robot will try to call the client 2 times. During the call, information about the client's call will be displayed. For recruitment, you can also use the robot icon in the order card.
In case of a successful call, the client will hear a recording with a request to meet you, and the application will display a message about the successful call.
If the robot failed to reach the client, then the corresponding information will be displayed in the order card.
In this case, you will need to call the client yourself with a request to receive an order. Dialing is available in the order card, by tapping on the phone icon.
Example of contacting a client
Hello, this is the __ service courier. Your order has been delivered, please come out._
Note: If the client has chosen an inside delivery, then a call is not required.
Note: If you have any difficulties with delivery to the address indicated by the client, it is advisable to solve them yourself (for example, using a navigator). In extreme cases (or in situations where the information at the address is incomplete), a call to the client is allowed.
Tap on the Arrived button and dispatch the order along with a gift, if it is provided in the order.
Only after receiving the payment amount indicated in the product card, you need to tap on the Delivered button.
After that, a window will appear in which you can specify the delay time of the client (in case of their delay). If the customer picked up the order on time, tap Confirm.
Attention: If you are on a car, then when dispatching an order to a client, you must get out of the car.
Order merging allows you to deliver two orders within one common courier route to optimize fuel and time. In case of acceptance of merged orders, each of them will be displayed 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 6471.
At 13:45 PM, the courier must arrive at Dots Platform Academy. and pick up the second order, with the number that ends with 7347.
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 affect the stage highlighted in yellow.
The order card will contain separate tabs for each of the orders.
The Map tab will display the delivery route of both orders. In the example below, the system built a route based on the presence of two resulting accidents, traffic jams and one-way roads. To reduce the delivery time, the route was built to bypass the places of the accident.
Note: If you decide to change the sequence of merged orders delivery, then operations with them (changing the status, robot's call, calling the client, etc.) must be performed directly in the tab of a specific order.
Note: The logistics module always selects the shortest route, which is created based on the delivery distance and traffic situation. There may be cases when the system will offer to deliver the second order in time first, so that you do not have to go back.
You understand that you may be late with the delivery of the current order by more than 15 minutes and after the current order you have another one.
You must report the problem to support. If there are free couriers on the line, then the second order will be taken from you.
The customer cancels the order.
It is necessary to report to the call center and act according to the operator's instructions.
Having technical or health problems.
You need to contact support immediately.
Attention: Do not, under any circumstances, come into conflict with the client.
*
Link to this article: here
The order processing cycle consists of several key stages, the implementation of which is controlled in the Dots Delivery app.
Contents
Accepting a new order
Arrival at the pickup point
Receiving an order at a pickup point
Order delivery
Dispatching an order to the client
Merged orders
Problem situations
1. Accepting a new order
All new orders go to the Orders tab. At the same time, a message about the new order will appear in the Notifications tab. When a new order arrives, you will also see a push notification and hear a beep (if the app has been granted the appropriate permissions).
New order in the Orders tab.
Notification about a new order in the Notifications tab.
To accept an order, tap Accept Order in the Orders tab, or Accepted in the Notifications tab. After accepting an order, all work with it takes 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 14:29 PM you must arrive at Dots Platform Academy, 1 and pick up the order, the number of which ends with 8799.
At 15:14 PM it is necessary to deliver the order to the Kvitneva Str., 10 along with a gift and receive $85 from the client. At the same time, it is necessary to mark the corresponding statuses of the order as it is completed.
Tip: It is recommended to take the order to work as soon as possible. If the order is not accepted within 7 minutes, the Monitoring Panel operator will receive a corresponding notification.
2. Arrival at the pickup point
Once you arrive at the pickup point, tap Arrived.
3. Receiving an order at a pickup point
You can enter the pickup point 5-10 minutes before the estimated pickup time indicated on the order card. Be sure to take a thermal bag with you and state the last 4 digits of the order number, as multiple orders may be ready at the pickup point.
List of actions when receiving an order:
Get a receipt from the manager/waiter.
Make sure that the original packaging and other attributes of the order are available.
Make sure that the food boxes are tightly fixed and do not move inside the bag (a plastic tie should be used to adjust). Ask the manager to repack the order if the order is packed poorly.
Make sure that the first courses are securely packed and the lids on the boxes are tightly closed (otherwise they may spill during transport).
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 smear on the lid of the box). If there are more than 4 boxes in the stack when the order is dispatched, ask for the order to be repackaged and make sure the boxes are intact. Do not stack 4 pizza boxes on top of each other. To transport such an order, use the shelf in your thermal bag. Inform the client about the rules for delivering pizza in stacks when transferring the order.
Make sure that there are drinks if they are in the order (they may be forgotten when dispatching).
If the company provides a gift, make sure it is included.
After receiving the order, tap Received.
4. Order delivery
When you go to the order card in the Map tab, the order delivery route will be displayed. When you tap on the Navigator button, a list of available applications for navigation will open. After selecting one of them, the route will open in the corresponding application.
In the case of delivery of the order to the house, it is necessary not earlier than 2 minutes before the delivery time to tap on the Call the client button.
After that, the robot will try to call the client 2 times. During the call, information about the client's call will be displayed. For recruitment, you can also use the robot icon in the order card.
In case of a successful call, the client will hear a recording with a request to meet you, and the application will display a message about the successful call.
If the robot failed to reach the client, then the corresponding information will be displayed in the order card.
In this case, you will need to call the client yourself with a request to receive an order. Dialing is available in the order card, by tapping on the phone icon.
Example of contacting a client
Hello, this is the __ service courier. Your order has been delivered, please come out._
Note: If the client has chosen an inside delivery, then a call is not required.
Note: If you have any difficulties with delivery to the address indicated by the client, it is advisable to solve them yourself (for example, using a navigator). In extreme cases (or in situations where the information at the address is incomplete), a call to the client is allowed.
5. Dispatching an order to the client
Tap on the Arrived button and dispatch the order along with a gift, if it is provided in the order.
Only after receiving the payment amount indicated in the product card, you need to tap on the Delivered button.
After that, a window will appear in which you can specify the delay time of the client (in case of their delay). If the customer picked up the order on time, tap Confirm.
Attention: If you are on a car, then when dispatching an order to a client, you must get out of the car.
6. Merged orders
Order merging allows you to deliver two orders within one common courier route to optimize fuel and time. In case of acceptance of merged orders, each of them will be displayed 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 6471.
At 13:45 PM, the courier must arrive at Dots Platform Academy. and pick up the second order, with the number that ends with 7347.
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 affect the stage highlighted in yellow.
The order card will contain separate tabs for each of the orders.
The Map tab will display the delivery route of both orders. In the example below, the system built a route based on the presence of two resulting accidents, traffic jams and one-way roads. To reduce the delivery time, the route was built to bypass the places of the accident.
Note: If you decide to change the sequence of merged orders delivery, then operations with them (changing the status, robot's call, calling the client, etc.) must be performed directly in the tab of a specific order.
Note: The logistics module always selects the shortest route, which is created based on the delivery distance and traffic situation. There may be cases when the system will offer to deliver the second order in time first, so that you do not have to go back.
7. Problem situations
You understand that you may be late with the delivery of the current order by more than 15 minutes and after the current order you have another one.
You must report the problem to support. If there are free couriers on the line, then the second order will be taken from you.
The customer cancels the order.
It is necessary to report to the call center and act according to the operator's instructions.
Having technical or health problems.
You need to contact support immediately.
Attention: Do not, under any circumstances, come into conflict with the client.
*
Link to this article: here
Updated on: 28/05/2024
Thank you!