2.0 The life cycle of a delivery order (assignment mode + virtual account)
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.
Receiving a new order
Arriving at the company location
Financial info in the order card
Receiving an order at the company location
Order delivery
Receipt of an order
Merged orders
Common payment examples
Problematic situations
All new orders appear in the Orders tab. Notifications about new orders appear in the Notifications tab. When a new order appears, you will also receive a push notification and hear a beep (if the app has been granted the appropriate permissions).
New order in the Orders tab
Notification about the new order.
To accept an order, tap Accept in the Orders tab or Received in the Notifications tab. After accepting an order, you’ll be able to manage it in the Orders tab. To view the order card , tap on the order itself.
Example
In the screenshot below, the courier has a new order. At 2:51 PM, he must arrive at Dots Platform Academy and pick up the order, with the number that ends with 9059. The courier must pay the cashier $24.
At 4:09 PM, he must deliver the order at St.Shevchenko , 106 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.
Important: Accept orders as soon as possible. If you don’t accept an order within 7 minutes, operators in the Monitoring Panel will receive a corresponding notification.
Once you arrive at the pick-up location, tap Arrived.
The Finance block shows a table with the amounts that the courier must pay at the company location, receive from the customer, or receive to a virtual account. The table has the following information:
First row. The amount of the check, the cost of delivery, and their total amount.
Second row. Negative values show the amount you have to pay at the company location. Positive values represent the amount that will be refunded by the location.
Third row. Shows the amount of funds that the customer must pay you upon receiving the order.
Fourth row. The amount that will be credited to your virtual account and must be compensated by the service or delivery fleet at the end of the reporting period.
Note: Financial information appears differently depending on the payment method. You can find the common examples at the bottom of the article.
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. Table icons
Pay for the order (if necessary) and 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 a 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 the customer his order along with the gift if it is included in the order.
If the amount to pay is 0, or it is less than the amount that was paid at the pickup location, then the customer paid for the order in whole or in part online. You can see the missing amount in the order details in the last column. It will be reimbursed at the end of the billing period.
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 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 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.
Depending on the method of payment for the order, the information in the Finance block has a different look. Below are the most common situations for the following order:
Full cash payment
In this case, there are two applied promotions: a gift voucher from the city (service) and free delivery from the company (location).
The amount that the courier must pay at the pickup location. Since the customer applied a 50₴ gift voucher, the cost of the order is 1030₴.
The amount that the courier must receive from the customer. The company compensated the delivery cost, so the customer only pays for the order amount (minus the gift voucher).
Compensation for the gift voucher that will be credited to the courier's virtual account.
Full online payment
In the case of full online payment, there is no settlement with the location and the customer.
Order total (bill + delivery)
The amount of compensation for delivery by the company location and the corresponding promotion. In this case, the courier receives compensation for delivery from the cashier.
Online payment with additional payment in cash
If the amount on the check has changed after online payment, the customer can pay the missing amount in cash. The courier pays the missing amount at the location and later receives it from the customer.
The missing amount after the change in value, which the courier must pay the cashier.
The amount of compensation for delivery by the location (free delivery from the company).
The missing check amount customer must pay the courier.
Full payment via payment terminal upon receipt
The amount that the courier must pay to the cashier.
The total amount of the order (check + delivery), which will be credited to the courier's virtual account. The courier will receive it at the end of the billing period.
Partial payment by cashback with additional cash payment
The amount that the courier must pay to the cashier
The amount that the courier must receive from the customer (minus the applied cashback).
The amount that will be credited to the courier's virtual account. The courier will receive it at the end of the reporting period.
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
Receiving a new order
Arriving at the company location
Financial info in the order card
Receiving an order at the company location
Order delivery
Receipt of an order
Merged orders
Common payment examples
Problematic situations
Receiving a new order
All new orders appear in the Orders tab. Notifications about new orders appear in the Notifications tab. When a new order appears, you will also receive a push notification and hear a beep (if the app has been granted the appropriate permissions).
New order in the Orders tab
Notification about the new order.
To accept an order, tap Accept in the Orders tab or Received in the Notifications tab. After accepting an order, you’ll be able to manage it in the Orders tab. To view the order card , tap on the order itself.
Example
In the screenshot below, the courier has a new order. At 2:51 PM, he must arrive at Dots Platform Academy and pick up the order, with the number that ends with 9059. The courier must pay the cashier $24.
At 4:09 PM, he must deliver the order at St.Shevchenko , 106 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.
Important: Accept orders as soon as possible. If you don’t accept an order within 7 minutes, operators in the Monitoring Panel will receive a corresponding notification.
Arriving at the company location
Once you arrive at the pick-up location, tap Arrived.
Financial info in the order card
The Finance block shows a table with the amounts that the courier must pay at the company location, receive from the customer, or receive to a virtual account. The table has the following information:
First row. The amount of the check, the cost of delivery, and their total amount.
Second row. Negative values show the amount you have to pay at the company location. Positive values represent the amount that will be refunded by the location.
Third row. Shows the amount of funds that the customer must pay you upon receiving the order.
Fourth row. The amount that will be credited to your virtual account and must be compensated by the service or delivery fleet at the end of the reporting period.
Note: Financial information appears differently depending on the payment method. You can find the common examples at the bottom of the article.
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. Table icons
Action to take when receiving an order:
Pay for the order (if necessary) and 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.
Order delivery
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 a 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.
Receipt of an order
Tap Arrived and give the customer his order along with the gift if it is included in the order.
If the amount to pay is 0, or it is less than the amount that was paid at the pickup location, then the customer paid for the order in whole or in part online. You can see the missing amount in the order details in the last column. It will be reimbursed at the end of the billing period.
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.
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 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 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.
Common payment examples
Depending on the method of payment for the order, the information in the Finance block has a different look. Below are the most common situations for the following order:
Full cash payment
In this case, there are two applied promotions: a gift voucher from the city (service) and free delivery from the company (location).
The amount that the courier must pay at the pickup location. Since the customer applied a 50₴ gift voucher, the cost of the order is 1030₴.
The amount that the courier must receive from the customer. The company compensated the delivery cost, so the customer only pays for the order amount (minus the gift voucher).
Compensation for the gift voucher that will be credited to the courier's virtual account.
Full online payment
In the case of full online payment, there is no settlement with the location and the customer.
Order total (bill + delivery)
The amount of compensation for delivery by the company location and the corresponding promotion. In this case, the courier receives compensation for delivery from the cashier.
Online payment with additional payment in cash
If the amount on the check has changed after online payment, the customer can pay the missing amount in cash. The courier pays the missing amount at the location and later receives it from the customer.
The missing amount after the change in value, which the courier must pay the cashier.
The amount of compensation for delivery by the location (free delivery from the company).
The missing check amount customer must pay the courier.
Full payment via payment terminal upon receipt
The amount that the courier must pay to the cashier.
The total amount of the order (check + delivery), which will be credited to the courier's virtual account. The courier will receive it at the end of the billing period.
Partial payment by cashback with additional cash payment
The amount that the courier must pay to the cashier
The amount that the courier must receive from the customer (minus the applied cashback).
The amount that will be credited to the courier's virtual account. The courier will receive it at the end of the reporting period.
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!