Couriers

• How to enter the Courier Application?

  Each courier works through the Dots Delivery app (available on Android and IOS). When entering the application, you must enter your account (project name), your email and your password. Android link: https://play.google.com/store/apps/details?id=live.dots.dotslive.delivery iOS link: https://apps.apple.com/ua/app/dots-delivery/id1481982735?l=ru (https://apps.apple.com/ua/app/dots-delivery/id1481982735?Some readers

• What are the requirements for the customers' smartphones?

  To work, you need a smartphone or tablet on the Android or IOS operating system, with GPS and Internet access. To ensure uninterrupted operation, it is recommended to have a powerbank or a cigarette lighter charger with you (for couriers by car). Minimum system requirements: iOS 12, Android 4.2 What are the requirements for the customers' smartphones? Minimum system requirements: iOS 11, Android 5 Link to this article: here (https://dots.crisp.help/en/article/what-are-the-Few readers

• Why the order may not be distributed to the nearest courier?

  Many factors influence the automatic distribution of orders between couriers. The situation on the roads is checked through the cartographic service, the optimal route is calculated and the courier, most suitable for fulfilling the order. Automatic distribution of orders works correctly in 98% of cases, but there may be factors due to which the order can be redistributed to not the nearest courier. There may be a traffic jam on the courier's path. The courier may lose the GPS sFew readers

• Changing the client's language when placing an order on the site by the operator

  When placing an order by the operator, the site displays the choice of the client's language. It is not possible to remove this list, since the choice changes the language setting in the client's account. Any other information does not change when another language is selected. Link to this article: hereFew readers

• Why may orders not automatically be distributed to the courier?

  Orders may not be assigned to an active courier for several reasons: The courier's GPS is turned off. The courier's phone settings are set to prohibit the courier application from recognizing their location. The courier is outside the set work radius for his type of courier in the delivery service settings. In the logistics settings, the mode of manual order distribution is enabled. All received orders are still on the Pre-orders tab. (The order wiFew readers

• How to make the operator able to charge cashback?

  In order for the operator to be able to charge cashback, they must be granted the appropriate access. To do this, go to Control Panel → User roles → edit role, in the Monitoring. Cashback section, check the View, Add checkboxes. Link to this article: hereFew readers

• Why is the courier app not displaying the data on Working Time and the Average Number of Orders?

  Data for the current day is only available the next day. Link to this article: hereFew readers

• Displaying data on the client's floor and entrance in the courier application

  If, when placing an order, the client chose the Doorstep delivery mode, and not to the Inside delivery, and entered information about the floor and entrance, this information will not be displayed in the order card of the Company Panel and in the courier mobile application. This is the standard logic of the system. This information will only be displayed if a door-to-door delivery is selected. Link to this article: here (https://dots.crisp.help/en/article/displaying-data-on-the-clients-fFew readers

• How to set up a gift promotion using a promo code?

  In order for the user to receive a free dish using a promo code, it is necessary to create a Discount promotion. In the conditions of this promotion, you must indicate which dish it applies to and set the percentage of the discount to 100%, and By promo code type of application. After that, you need to create a promo campaign to which you will link this Promotion. After adding a promotional dish to order, you can apply a promotional code on the checkout page, after which the cost will be recalcFew readers

• How to add a courier to the system?

  To add a courier to the system, go to Control Panel → Delivery Service, select a courier network → Couriers → Add courier. After that, you need to create a user account linked to this courier. Go to Control Panel → Users → Add User. In the Moderator Role field, specify Delivery Service Courier. (https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/imagef15Few readers

• No notification in Dots Delivery courier app

  New order notifications may not appear in the iOS courier app for several reasons: On iOS Dots Delivery, you may not receive a push notification if one courier account is logged in simultaneously from two devices. As soon as you log out of your account on one of the two devices, push notifications arrive regularly. On iOS, there is a separate Do Not Disturb mode and a separate Silent mode. In silent mode, push notifications work (if the courier is not logged in on two devices,Few readers

• Why is the route not displayed for couriers, and the navigator is not found?

  If the route is not displayed in the Dots Delivery application, you should click on the Navigator button and the route will be built in the navigator available on the device. Link to this article: hereFew readers

• How to change the courier in an active order?

  To change the courier, go to the Monitoring Panel → Order card, in the upper part of the order card, next to the courier's call sign, click on the link to change. In the window that opens, you can select a delivery service, sort the couriers by status and select the courier to which you want to distribute the order. (https://storage.crisp.chat/users/helpdesk/websitFew readers

• Displaying couriers in the Monitoring Panel, on the Couriers tab

  The Couriers tab in the Monitoring Panel displays all enabled couriers with the Online status, fulfilling an order or waiting for it to arrive. Link to this article: hereFew readers

• The Courier Call functionality is unavailable

  The message in the company panel that the courier call is unavailable appears in cases when: The company is on pause The company does not work according to schedule Link to this article: hereFew readers

• What is the difference between the types of interaction with couriers?

  The type of interaction with the courier affects the display of information in the courier application, Monitoring Panel and Company Panel. Standard mode (default mode) - the courier application displays only the information necessary for order delivery. Also, a simplified display of information in the Company Panel is activated, and the calculation of money earned by the courier is not carried out. Typically used when working with own courier fleet. Aggregator - involves theFew readers

• How to work with orders in the Courier Application?

  You can read detailed information about working with orders in the Courier Application in text instruction. Link to this article: hereFew readers

Promotions

• Is it possible to set the expiration time for promotions?

  In the promotion settings, you can specify the time interval when it should be valid. The schedule of the Promotion may be unlimited, last several days or several hours on a particular day. Important! When placing an order, the system looks at the time at which the client places the order. If this time falls within the validity period of the promotion, it will work even if the client places an order for any other time. This is the standard logic of the platform. Link to this artiSome readers

• Is it possible to add a promotion for a specific type of delivery?

  Unfortunately, the functionality of the platform does not provide for the possibility of linking promotions to delivery types, for example, only for pickup. At the same time, it is possible to link cashback accrual for orders with certain types of delivery. Example: In the settings, you can specify the accrual of 10% cashback for orders with Pickup delivery type. To set it up go to Control Panel → Settings → Cashback. (https://storage.crisp.chat/users/helpdesk/website/6325f7167937Few readers

• Promo codes expiration limits

  Unfortunately, the functionality of the platform does not provide for limitation of promo codes by validity period. You can create promo codes and set a limit on the number of their uses, but not on the date. Time limits can be set in the settings of promo campaigns to which promo codes are linked. When the promotion becomes inactive, promo codes also stop working. Link to this article: hereFew readers

• Is it possible to set up an automatic discount for all new customers?

  The functionality of the system does not provide for the possibility of automatic application of discounts for the first orders of new customers. We recommend motivating customers to place orders by accruing cashback. To organize the process, you can create a Custom promotion. This type of promotion is informative in nature. The user will see a promotion at the city level or at the level of a certain company, with information about the accrual of a certain percentage or amount of cashback foFew readers

• If the promotion status is Hidden and the application type is Automatically, will the discount be applied?

  If a discount promotion is set up with the Hidden status and Automatically application type, after the client goes to the basket with added dishes, the price of the promotional dish will immediately be displayed with a discount (the regular price will be crossed out and the discounted price will be indicated). Link to this article: here (https://dots.crisp.help/en/article/if-the-promotion-status-is-hidden-and-the-application-type-is-automatically-will-the-discount-be-appliFew readers

• Is it possible to specify several different time intervals in one day in the promotion working schedule?

  There are several ways to implement such a request: You can create separate promotions for the desired time intervals, for example, from 10.00 to 14.00 and another one from 16.00 to 22.00. You can specify the working schedule of the promotion for the whole day, for example, from 10:00 to 22:00, and turn off the promotion manually for unwanted times. It is recommended to indicate the working schedule of the promotion in the description of its conditions, preventing possiblFew readers

• How to set up a Certificate promotion?

  To create a promotion at the city level, go to Control Panel → Cities → Promotions → Add Promotion; To create a promotion at the company level, go to Control Panel → Companies → Promotions → Add Promotion. In the promotion type, you need to select the Certificate item and fill in the rest of the fields. (https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/Few readers

• How to charge compensation to the client, or make amends to them for any problematic situation?

  If you need to compensate the client for some amount or make a discount, as an apology, you can use one of several methods: Cashback accrual. You can accrue cashback manually in the client card on the Cashback tab. Cashback can be credited manually to users with at least one completed order. (We recommend using this option). Sending an SMS message to the client with a promo code for a discount, certificate or free delivery. Top up the customer's mobile phone accouFew readers

• How to make a 2 + 1 promotion (when ordering two pizzas - the third one is for free)?

  In this case, you can create a Custom promotion. This promotion is informative in nature and its conditions will be displayed in the order card. When setting up a promotion, in the "Promotion applies to:" field, select the dishes or category for which it will be applied when ordering. You can find out more about setting up a Custom promotion at the links: article (https://dots.crisp.help/enFew readers

• How to create a gift promotion for the first client?

  Unfortunately, such promotions are not provided by the functionality of our platform. The operator can manually catch the first customer orders in the Monitoring Panel (there is a First order note in the order card, they are not distributed automatically, except for orders that have already been paid online), and notify the company about the need to put a gift through a note in the order card.Few readers

• How to set up a free delivery promotion?

  You can create a promotion at the city level and at the company level: To create a promotion at the city level, go to Control Panel → Cities → Promotions → Add Promotion; To create a promotion at the company level, go to Control Panel → Companies → Promotions → Add Promotion. In the promotion type, you need to select the Free delivery item and fill in the rest of the fields.Few readers

• Discount when choosing a specific type of delivery

  To encourage customers to checkout with certain types of delivery, you can use cashback. The functionality allows you to set your own percentage of cashback for each type of delivery. It is configured in the Control Panel → Settings → Cashback. Link to this article: hereFew readers

• How to set up a Custom promotion?

  You can create a promotion at the city level and at the company level: To create a promotion at the city level, go to Control Panel → Cities → Promotions → Add Promotion; To create a promotion at the company level, go to Control Panel → Companies → Promotions → Add Promotion. In the type of promotion, select the Custom promotion and fill in the rest of the fields.Few readers

• How can a dish be distinguished from others, marked as a new one?

  You can highlight a dish in several ways: Change its name. You can use any words and emojis in the name of the dish (Example: New, New, Top, :fire:). To set it up, go to Control Panel → Companies → Products → edit product → General, add the required mark in the Product name field. Change its image. Make it eye-catching. Create a Custom promotion called new. It can beFew readers

• Is it technically possible to make an invitation link to the app "Invite a friend = get a gift"?

  At the moment, this functionality is not provided. But, you can use promo codes for a discount for similar purposes. Personal promo codes for bloggers and opinion leaders work especially well. You provide them with a personal promo code for a discount, for example, 15%. They distribute it to subscribers. You track orders for a specific promo code and pay the blogger (for example, a bonus for each order). Link to this article: here (https://dots.crisp.help/en/article/is-it-technically-possiFew readers

• Will the promotion be displayed outside the schedule of its action specified in the settings?

  Promotions are displayed all the time, while they become active only according to the schedule set in the settings. If displaying a promotion outside its action schedule is undesirable, such a promotion can be disabled by changing its status to Off. Link to this article: https://dots.wFew readers

• Is it possible to set up a fixed amount of cashback when ordering certain products?

  You can organize the addition of cashback to users for ordering certain items using the Custom promotion. This type of promotion is informative in nature. The user will see the promotion at the city level, or at the level of a certain company, with its conditions in which you can specify promotional positions in order to receive a bonus. Next, the user places an order, the company sees all orders in which there is a promotional product and manually charges the required cashback amount. CashbFew readers

User and roles settings

• How quickly does the blocking of clients / users take effect?

  Users are blocked or deleted immediately. Link to this article: hereFew readers

• How to restrict users' access to the Control Panel?

  This can be done in several ways: Control Panel → Users, find the required user and change their status to Blocked. Control Panel → Users, find the required user and change their access level from Moderator to User. Control Panel → Users, find the desired user and delete them by clicking on the Delete user button. Important! If the userFew readers

• Why does an operator receive an error when accepting an order?

  In order to be able to process orders, access rights must be configured for the operator. To do this, go to Control Panel → User Roles → edit role and set the necessary rights. Link to this article: hereFew readers

• User groups

  User groups allow you to create customer selections using their phone numbers. Such a group can be used for various purposes, such as push campaigns, SMS mailings, and working with a selection of customers obtained through RFM segmentation. To create a new User Group, go to Control Panel → User Groups → Add Group.Few readers

• Restriction of user access to reports, while there is the ability to view the Archive of orders

  Unfortunately, this option is not provided. For an individual role, you can restrict access to statistics export only. To do this, go to Control Panel → User Roles→Role editing settings, you must deactivate the Export statistics in the Archive checkbox, which is located in the Monitoring subsection.Few readers

• How to add a new operator to the system?

  To add a new operator to the system, go to Control Panel → Users → Add user. In the Access level field select Moderator, in the Moderator role field select Call Center Operator. Also activate the Operator option. You can learn more about user settings in the text (https://dots.crisp.helFew readers

Menu, dishes and classifiers

• Is it possible to delete the entire restaurant menu at once?

  You can delete each product individually, or you can delete a category of products, as a result of which the products from this category will also be deleted. Link to this article: hereSome readers

• Editing the menu for individual addresses of the same city

  Working in the mono-brand format in our system involves a single menu for all pick-up points. The client, regardless of their location, sees the general menu, and the system distributes the order to the company closest to them. At the same time, the work schedule and delivery area of each pick-up point can be configured individually. Alternatively, you can switch to a multi-brand format. In this format, instead of different brands, you will have separate restaurants, each with its own menuFew readers

• What affects the formation of recommended dishes list? How to set up this functionality?

  If you mark certain products as recommended, they will appear in the corresponding list of recommendations on the shopping cart page. The maximum number of featured items displayed on the cart page is 3. If a restaurant has more than 3 recommended products, the recommendation list will display 3 random products from that list. To configure this functionality, you need to go to Control Panel → City → edit → Companies → edit → Products → edit product → activate the Recommended producFew readers

• Is it possible to remove the Popular Dishes section?

  Deleting or hiding the Popular dishes category is not provided by the platform's capabilities. With the current site architecture, for good page indexing, there must be an intermediate page. That is, the client should not immediately get to the page of a particular category. Our default URL is Popular. Therefore, if you remove this section, the robot that crawls the site during indexing sees an error, which has a very negative effect on search results. Link to this article: here (hFew readers

• Is it possible to change the classifiers?

  The system does not provide the ability to edit classifiers. Link to this article: hereFew readers

• Display products category in the form of a grid / tile

  This mode enhances menu customization and allows you to change the display of certain or all categories of products in the application in the form of a grid. Such a display can be relevant for vertical orientation products or a more compact display of products in companies with a large menu so that the client can quickly browse through it with the minimum number of scrolls. To configure, open Control PFew readers

Control Panel

• How do tariffs, tariff zones and delivery costs work?

  Our platform works within a clear and thoughtful logic. You must define a delivery zone and specify the standard delivery cost within that zone. Here are the main cases of using tariff zones: Delivery can be free. This is the easiest option. Simply set in the Tariff zone and in the Tariffs - 0. Delivery can be free for orders over a certain amount. In this case, the customer needs to place an order above this specified amount in order to receive free delivery. Otherwise, delFew readers

• How to get a direct link to a restaurant?

  This can be done in two ways: Open the website, go to the page of the desired restaurant and copy the link in the address bar of the browser. Go to Control Panel → Restaurants → General → in the Link field there is a link to the restaurant, it must be added to the site domain. Example https://jacksburgersbar.com/kyiv/jacks-burgers Link to this article: here (https://dots.Few readers

• Add a hotline number

  The hotline number appears in the contact block of the website and in the app. This number lets your customers contact you and make orders via phone. To add a hotline number: In the Control Panel, click City Management. Locate the city you need and click the pencil icon. Click the General tab. In the Hotline number field, enter a phone number. Click Save. (https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/imagez6pz2s.pngFew readers

• How to download data on customers with the number of their orders?

  You can download information about users with the number of orders in two ways: If the total number of orders made for each client is enough to solve the necessary task, the downloading can be done through the Control Panel - User Management by clicking on Data Export. The data will be uploaded to a CSV file that can be uploaded to an Excel spreadsheet. The total number of orders for each customer is shown in column G. (https://storage.crisp.chat/users/helpdesk/website/632Few readers

• How to create a new user?

  To create a new user, go to Control Panel → Users → Add User button. You can add and edit users if you have the appropriate access rights. You can learn more about accesses in the text instruction. Link to this article: hereFew readers

• Adding and Editing a Menu

  You can learn how to add and edit menus from our text instruction Link to this article: hereFew readers

• How to change the price of a dish?

  To distribute such orders, you need to: In Control Panel → Companies → Products. Double-clicking on the field with the price activates the express editor: In the Company Panel → Menu. Double click on the field with the price activates the express editor; To change the cost of a dish in a placed order, in the Order Card of the Monitoring Panel, click on the link to changeFew readers

• Adding products to a new category

  In order for the product to be displayed when choosing a category, in the settings of this product select the one that this product should correspond to in the Category drop-down list. Link to this article: hereFew readers

• Displaying the currency icon in placed and completed orders

  The display of the currency icon depends on the set currency of the first city and may change in completed or canceled orders. If you change the currency in the first city, the currency will also change in all closed orders. Link to this article: hereFew readers

• For the correct operation of several languages, it is necessary to complete several points:

  You need to fill in translations at the city level. It is configured in the Control Panel → Cities → edit → Translations. Translations must be added in all fields, on each tab corresponding to the desired language. You need to fill in translations in categories at the city levFew readers

• How to add packaging cost?

  To add packaging cost, go to Control Panel → Companies → Packaging, edit → Price field. You can learn more about creating Packaging in the instructions Link to this article: hereFew readers

• Why aren't any tabs showing up in the Control Panel?

  Some tabs in the Control Panel may not be displayed only to users who have not been granted access to them. You need to contact a user with administrator rights so that they grant the necessary access or re-login and log in as a user with advanced rights. Link to this article: hereFew readers

• What is the Contact numbers field used for?

  The Contact numbers field is used for quick communication of operators with the company. It is configured in the Control Panel → City → Company → Addresses → edit → About the company field. You can specify multiple phone numbers separated by commas. Displayed in the Monitoring Panel → Rest. → in the modal window that appears when you click on the company name. When you click on such a numbFew readers

• Setting up product categories to use filters for specializations of companies

  Company specialization filters are available only for multi-brand projects, as they are displayed at the city level. Their task is to simplify the search for companies specializing in the desired categories of products. Creating and configuring filters on the site takes place in several stages: You need to create a city category. To do this, go to Control Panel → Cities → edit → Categories, and click on the Add category button. (https://storage.crisp.chat/usFew readers

Cartographic service

• Payment for orders that are marked with a "Clarify!" note

  If the system cannot determine the user's address, a "Clarify!" mark appears on the order card of the Monitoring Panel, but the order can be placed if it is paid online. Since the operator sees the "Clarify!" mark, they must call back on such orders. The operator manually edits the delivery cost. If the user is outside the company's delivery area, the order is cancelled. In the case of online payment, the money will be refunded to the user within the standard time frame for this. LinkFew readers

• How does a customer's address affect available delivery methods?

  There are several options for how a customer's order can be distributed, and therefore different delivery methods can be available to them, namely: Main cases: The client's address is not included in either the restaurant's delivery zone or the city's delivery zone - none of the delivery types will be available to the client, and they will not be able to place an order at all. The customer's address is not in the company's delivery area but is in the city's delivery area, and tFew readers

• Distribution of the first order to the restaurant, if this setting is disabled

  If this option is disabled, the following orders can be distributed: orders with online payment that have not yet been paid. Orders are distributed to companies automatically after the successful blocking of funds on the client's card; orders in which the map services could not determine the delivery address Link to this article: here (https://dots.crisp.help/en/article/distribFew readers

• The order was distributed to the address of the company, which is located farther from the client

  The order may be distributed to a more distant company due to traffic jams, road works, time of day (there may be road signs on the road prohibiting passage on certain roads at certain times), etc. Link to this article: hereFew readers

• Why can't a customer place an order if their address is near the company?

  Customers cannot place an order from the company for several reasons: The client does not enter the delivery area of the company. There are several ways to find out if the client's address falls within the delivery zone: The client can go to the Website → section Delivery and payment and independently find out whether the company delivers to their address. The client cFew readers

• If there are streets with the same name in the city, how will the system determine the correct address of the customer?

  In such situations, the map service can tie up the client's location coordinates if the order is made through a mobile application and GPS is enabled on the device. If the mapping service could not determine the client's location by GPS, the order will be distributed to the farthest address option and the Clarify! mark will appear in the order card. For this reason, the order may be distributed to a company far from the client and the cost of the order may be higher than usual. That is whyFew readers

• "By coordinates" mark in the order information in the Monitoring Panel

  If the note "By coordinates" is displayed next to the client's address in the Monitoring Panel, this means that the client has indicated their location on the map outside of any house/structure/object, and the courier is recommended to focus on the coordinates. Important! In this case, the client's location is assigned the nearest address. Even if the assigned address does not fall into any of the delivery zones, while the marker on the map falls into it, the order can be placed.Few readers

• Inaccurate display of the courier's location in the app

  The courier's location may not be displayed accurately for several reasons: malfunction of the courier's phone: the battery is dead, the Internet is gone, GPS is gone (due to the fact that they went into the room, etc.); problems on the client side: with the phone, with the Internet, etc. the courier delivers the merged order. For a deeper understanding of the work of the courier, we suggest that you read the instructions (https://dots.crisp.help/en/articleFew readers

• Why was the order placed outside the delivery area of the company?

  There are several cases where the system may allow a customer to place an order outside the company's delivery area: At the city level, the setting is activated - Allow orders for addresses outside the delivery zone of companies, in which orders enter the system, but remain unallocated. Streets have been renamed in the city, but this data has not yet been updated in the map services. In such aFew readers

• Route planning from the company to the client

  The route is calculated from the company to the client, and not vice versa since these can be routes of different distances. On the way from the client to the company, there may be one-way streets, traffic jams, road repairs, road signs restricting passage, or other factors. Because of this, the distance and delivery speed will be different. Link to this article: hereFew readers

• Unable to finish drawing delivery area

  In order to complete the drawing of the delivery zone, you need to click the Finish button at the last step. Link to this article: hereFew readers

Distribution

• Why the next order of the client was not distributed to the same operator?

  Customer's repeat orders may not be distributed to the same operator that their first order of the day was distributed to if the operator has too many orders or because the operator is already offline. Link to this article: hereSome readers

• Why are the orders of one customer assigned to the same operator?

  If a customer has an active order that is linked to a specific operator, when creating next orders, they will be automatically assigned to the same operator. This is done to prevent operators from missing duplicated orders. Link to this article: hereFew readers

• Why orders are not distributed to the operator?

  Orders may not be distributed to operators for several reasons: The maximum number of orders that can be distributed to operators has already been reached and all other operators are busy, or this value is set to 0. There are no operators on the line. Operator is in the Invisible status. In this case, the operator is online, but orders are not distributed to them. LFew readers

• Is it possible to automatically distribute promo codes to users who have installed the app?

  You can generate any number of promo codes (for a % discount, cash discount, or free delivery) and give them to guests to encourage app installs and orders. The automatic addition of promotional codes when downloading the app is not provided by the system. Link to this article: hereFew readers

• Recommendations for the distribution of orders during peak hours

  To reduce the heavy load on the company during peak hours, several steps can be taken: You can reduce the kitchen output by limiting the maximum number of orders the kitchen can process in one hour. To configure, go to Control Panel → Cities → edit → Places → edit → Addresses → edit, uncheck the Standard max. number of orders per hour box and in the field that appears - Max. number of orders per hour, specify how many orders a particular company's address can proceFew readers

• How does order distribution work?

  "The distribution of orders is influenced by many factors. The situation on the roads is checked through the cartographic service, the nearest address of the company to the client is calculated, the optimal route and the courier most suitable for fulfilling the order, an operator is appointed. As for couriers, their work can also be coordinated manually. For this, companies usually have a separate role - a logistician. Logisticians fully control the work of couriers and act according to the sFew readers

Reviews and ratings

• How to get feedback from customers who placed an order through the site?

  All reviews will be displayed on the Clients tab of the Monitoring Panel. If the client placed an order through the site, but they also have the app installed, they will receive a form in the app where they can rate the order and leave feedback after the order is completed. Link to this article: hereFew readers

• The note "Not enough ratings" in the rating of companies

  To calculate the rating of a company, 40 or more ratings from customers are required. This is necessary so that customers can see the average rating calculated based on different user ratings. Otherwise, the first few negative ratings could greatly reduce the attractiveness of the company. Link to this article: hereFew readers

• How to view all unaccepted reviews for a company?

  If there is a number next to the Reviews tab, then the company has unaccepted reviews. To search for them, you need to open the Reviews tab in the Company Panel, and view all pages with reviews by changing the year and month. Link to this article: hereFew readers

• How to change a review or rating in an order?

  Only the customer can change a review or rating. To do this, they need to go to Profile → Order history → order → Review tab in the mobile app. Link to this article: hereFew readers

• How can a customer leave a review when placing an order through the site?

  Customers can leave reviews in several ways: in the mobile app through the service review form that appears in the Notifications after the successful completion of the order. in the mobile app through the service review form that appears in the Notifications after the successful completion of the order placed through the website. Link to this article: here (https://dots.crisp.help/en/article/how-can-a-customer-leave-a-review-when-placing-an-order-through-thFew readers

• What does the green checkmark next to a review in the Company Panel mean?

  A green checkmark next to a review means that it has not been accepted yet. In order for a review to be displayed, it must be accepted. To do this, click on the checkmark and after it changes colour to grey - the review will be accepted. Detailed instructions for working with reviews can be found here. Link to this article: here (https://dots.crisp.help/en/article/what-does-the-green-checkmark-next-to-a-review-inFew readers

Integrations. Telephony

• Where to download the Phonerlite program?

  Link to install Phonerlite: http://phonerlite.de/downloaden.htm Link to this article: https://dots.wiki/1242ESome readers

• How to open a client card from Binotel?

  The client card can be opened in two ways: Binotel website → Personal account → hover over the desired phone number → in the pop-up window, click the Go to CRM button. (https://dots-platform.intercom-attachments-7.com/i/o/337366401/24c946ca6a9b34e27bc18709/ZniCLChIig892dZzDqteULLZ31e9qjge6r58vOa8fNvOjeWRYTUiIxDLaSbV8-QrezFfiPDCmQg4QdP7EjyUSoLdhPZhE0BuIYIMoKsUFew readers

Logistics settings

• Route data. Delivery Distance Calculation

  The cost, as well as the delivery time of the order, depends on the calculated distance from the company to the client. The route is calculated at the time of placing the order and takes into account the situation on the road at the time when the order was placed. The map service calculates possible routes on request and selects the fastest one. Most often, the fastest route is the shortest in distance. However, at the moment of the highest traffic activity, a route longer in distance, but thSome readers

• The "Free Delivery" promotion, in which cases does the client still pay for the delivery of the order?

  This situation may occur if the client's address is located in the tariff zone, the delivery amount for which is not fully compensated by the terms of the promotion. Example: Tariff zones: 5, 10, 15 Tariffs: 30, 60, 100 Max. compensation amount: 60 With these settings, if the client's address is 12 km from the company, the cost of delivery to them will be 100 UAH, but since the promotion for free delivery has been applied, it will be 100-60=40. ThSome readers

• How to set up logistics so that orders are delivered no later than 60 minutes?

  In order to deliver orders no later than 60 minutes, you need to make the following Logistics settings: additional time coefficient = 0.01 (to reduce the time to order to zero, regardless of distance) max. courier delay time = 24 minutes (in fact, this will be the time for delivery of each order, for orders placed for as soon as possible 5 minutes will be added to this time for the client). max. order delivery time - 29 minutes (this time is used for addresses thatFew readers

• If I change the address, latitude and longitude for a company, can it be used as a new one?

  The old location address can be used as the new one by entering the correct latitude and longitude, entering the correct address name (street and house), setting the correct opening hours, online payment details and delivery zone, and marking the address as the main address if instead of several addresses, only one remains. For a more convenient work format, it is recommended to simply delete the old address and create a new one. This leaves the possibility of restoring the old address, if neceFew readers

• How is the delivery time calculated for orders placed on As soon as possible?

  When each new order arrives on As soon as possible, the system calculates the distance between the restaurant and the client, by road or walking routes (depending on the type of courier) and determines the time it takes to deliver the order. The system then multiplies this time by the Additional Time Coefficient and adds Max. courier delay time (because we assume that the courier may be delayed in the restaurant). Example: Additional Time Coefficient = 1.2. Max. courierFew readers

• How to change the dispatch time of the order in the company?

  To change the minimum time for dispatching an order to a courier, you need to go to Control Panel → Cities → edit → Logistics, and enter the required time in the Min. time for dispatching an order field. If changes need to be made at the dispatch time of a particular order without changing the system settings, there are several options for making these changes: Changes can be madFew readers

• Delivery costs can be configured at two levels:

  Set the delivery cost for tariff zones at the city level. It is configured in the Control Panel → Cities → Logistics → the Tariffs field. Set delivery costs for tariff zones at the company level. To set it up, go to Control Panel → Companies → General and uncheck the StaFew readers

• Why is it empty in the Monitoring Panel, in the Couriers tab?

  To display information on the Couriers tab in the Monitoring Panel, you need to select a city in the filter by cities. The filter is located in the upper left corner of the Monitoring Panel. After selecting a city, information about logistics settings and couriers will become available on the tab. Link to this article: here (https://dots.crisp.help/en/article/why-is-it-empty-in-the-monitoring-Few readers

• What is the effect of the Dispatch Delay (green) and Dispatch Delay (red) parameters in the city's logistics settings?

  The settings of the Dispatch delay (green), min. and Dispatch delay (red), min. parameters are responsible for changing the color of the order icon on the Broadcast map in the courier app, depending on the time left before the order is dispatched to the courier. You can change these settings in Control Panel → Cities → edit → Logistics. In the Dispatch delay (green), min. field,Few readers

• Why do SMS messages send incorrect delivery times?

  According to the logic of the platform, when sending SMS messages, 5 minutes are added to the delivery time in case of unplanned circumstances. Link to this article: hereFew readers

• Why can orders be automatically assigned to a courier in the Broadcast mode?

  Orders can be automatically distributed to couriers in Broadcast mode if Auto is selected in the Mode of order distribution between couriers setting. To change it, go to Control Panel → Cities → edit → Logistics → Mode of order distribution between couriers. Link to this article: here (https://dots.crisp.help/en/article/why-can-orders-be-automatically-assigned-to-a-courier-in-tFew readers

• Creating a new company address

  Create a new address for the company. To do this, go to Control Panel → City → Companies → Addresses → the Add address button. Set your own delivery zone or choose to use delivery within the standard city range. To configure, go to Control Panel → City → Companies → Addresses → Delivery zones. (https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/image1ax0Few readers

• What is the logic of merging orders?

  The system automatically determines the possibility of merging orders based on the logistics settings. You can find out more about merging orders in the instructions. Link to this article: hereFew readers

• Why are orders not displayed in the Broadcast tab in the courier app?

  Orders may not be displayed on the Broadcast tab in the courier app for several reasons: The courier is not active. The courier status can be changed by any employee who has access to the Monitoring Panel, the Fleet tab, for example, a CC operator or a logistician. The wrong company was selected in the company filter in the courier app. (https://storage.crisp.chat/users/helpFew readers

• Where is the Logistics tab located?

  Logistics settings are located in Control Panel → Cities → editing → Logistics. Link to this article: hereFew readers

• How to tie the work of couriers to a specific address of the company?

  There are several ways to organize the binding of couriers to a specific address of the company: By transferring couriers to work in the Broadcast mode. Broadcast is a mode in the courier app, in which orders remain unallocated to couriers and they can take them to work themselves. To activate it, you need to go to Control Panel → City → Logistics → Broadcast Mode check-box.Few readers

• How to change the delivery cost for distant areas?

  To change the cost at the city level, specify the tariff zones separated by commas in the Control Panel → Cities → Logistics → the Tariff zones field and specify the cost for each of the zones, also separated by commas in the Tariffs field. To change the cost at the company level, go to Control Panels → Companies → General, deactivate the Standard delivery cost checkbox, tFew readers

Cashback

This section contains no articles.

Reports and statistics

• What is the difference between the Average time for orders in the kitchen and the Average time for receiving and preparing orders?

  The average order acceptance time is the time from the moment an order is distributed to its acceptance by the company. Average order preparation time - the time from the moment the restaurant receives the order to the moment the order is dispatched to the courier (only for orders for as soon as possible). Link to this article: here (https://dots.crisp.help/en/article/what-is-the-difference-between-the-average-time-for-orders-in-the-kitchen-and-the-average-Some readers

• What is AOLT (average order lead time)?

  AOLT - average order lead time in minutes. This is the actual time in minutes from the time an order is placed to the time it is delivered (excluding orders for specific times and takeaway). Also, its constituent parts are displayed: the average time of distribution, acceptance, preparation and delivery of the order. Link to this article: hereFew readers

• How to find out the number of repeat orders of a particular customer for a certain period?

  By entering the client's phone number in the search field on the Monitoring Panel; By clicking on the History link, in the Monitoring Panel → Order Card → Personal Data Block. In the order card, you will see a list of all the customer's orders. (https://sFew readers

• Is it possible to download the report separately for each address of one city?

  All reports on the operation of each outlet are available in the Company Panel. There will also be available invoices and acts of work performed for the previous period, which you will generate in the Control Panel. Link to this article: hereFew readers

• How to determine the ratio of orders paid in cash to orders with online payment? Are there any standards for this indicator?

  The indicator you need is available for viewing in the Order Archive of the Monitoring Panel: As practice shows, depending on the project, the share of orders placed with online payment can range from 30% to 60%. Link to this article: here (https://dots.crisp.help/en/article/how-to-determine-the-ratio-of-orders-paid-in-cash-to-orders-with-online-payment-are-there-any-standards-for-tFew readers

• Algorithm for correctly exporting CSV reports to Excel

  In order for the Report to be displayed correctly in the Excel table, you need to make an import, for this, in the excel table, select the cell in which you want to place the data from the text file. On the Data tab, in the Get External Data group, click From Text. In the Import Data dialogue box, find and double-click the text file you want to import, then click the Import button. Make sure to select "Delimited" and the encoding is Unicode. Also, in the Separator charaFew readers

• Difference of data in the Archive of the Monitoring Panel, depending on the change in the "All companies" filter

  The data may vary, because the All companies filter works for all locations, and when all checkboxes are empty, it works for all locations + unallocated orders. Link to this article: hereFew readers

• What is the difference between a calculated average order lead time and a client average order lead time?

  Calculated average order lead time (AOLT) - the average time from the moment of placing an order to the moment of the order deadline in the system. Client average order lead time (AOLT) - the average time from the moment of placing an order to the moment of the order deadline for the client (this is the deadline time + 5 minutes for force majeure). Link to this article: here (https://dots.crisp.help/en/article/what-is-the-difference-between-a-calculated-average-order-lead-timFew readers

• Why does the amount in the General statistics of online payments parameter differ from the real one?

  In the Archive, the Finance parameter displays online payment transactions, the amount of money reserved on the customer's account and the main statuses of transactions. The exact amounts of write-offs (they change if the amount of the check has changed) and all the details for each transaction must be viewed on the side of the payment gateway. Link to this article: here (https://dots.crisp.help/Few readers

• Where to view the service operation reports?

  Service reports can be viewed in two places: In Google Data Studio. You can access them by clicking on Reports in the Control Panel. In an export file with statistics for all specific companies. You can get the file by going to Control Panel → Statistics. It should be noted that access to data is possible with the appropriate user rights. Link to this article: hereFew readers

• Work statistics for each individual courier

  There are two ways to view statistics for each individual courier: In the Monitoring Panel → Archive → Couriers, specify the city and select the courier of interest in the filter. In the Monitoring Panel → Archive → Orders, specify the desired filters and upload the report to a .CSV file. (https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/image11q7woFew readers

• Where to view online payment statistics?

  Online payment statistics can be seen in several places: In the Monitoring Panel → Archive on the Finance tab. Only online payments are displayed here. In the Monitoring Panel → Archive on the Orders tab. You can view data on online payments using the filter by payment type.Few readers

Integrations

• What do I need to set up ads for my app through Facebook?

  To set up ads, you need to create a Facebook developer account, register the application and send us its App ID. Detailed instructions for this process are available here. Android: Package name android; Classname. IOS: Bundle id ios; iphone store id. We provide this data upon request. Link to this article: here (https://dots.crisp.help/en/article/what-do-i-need-to-set-up-ads-for-my-app-through-facebook-1npbdnoFew readers

• Why is event conversion counted incorrectly when adding a Facebook Pixel?

  "Setting marketing goals is not within our competence. This is the prerogative of marketers who set everything up through GTM (Google Tag Manager). We recommend checking your settings in your Facebook account. Link to this article: hereFew readers

• Is it possible to add any code to the site?

  You can add marketing tools code to your site using Google Tag Manager. Detailed information on working with Google Tag Manager can be found here Link to this article: hereFew readers

• Poor performance of one of the services with which integration is configured

  Unfortunately, we cannot be responsible for the operation of third-party services. We can influence the solution of issues only in a communication form, by contacting personally in support of the corresponding service. Since, regardless of the fact that the problem is not related to the operation of our platform, we are always ready to help and make every effort to resolve customer issues. Link to this article: here (https://dots.crisp.help/en/article/poor-performance-of-one-of-the-serviFew readers

Control Panel. Cities

• Why doesn’t it transfer from the site to social network accounts when clicking on the corresponding icons (Instagram / Facebook)?

  In order for the links to social networks placed on the main page of the site to be active, you need to go to Control Panel → City → General, insert links to social networks into the fields Facebook page and Instagram page and save the changes. Link to this article: here (https://dots.crisp.help/en/article/why-doesnt-it-transfer-from-the-site-to-social-network-accounts-when-clicking-on-thFew readers

• How many phone numbers are best to use at work?

  Usually, it is enough to use one phone number at work. This is convenient if orders from all companies in all cities are processed by the same operators. If you work or plan to work in several cities with different operators, we recommend using different numbers for better efficiency. To set up a phone number, go to Control Panel → Cities → edit → General → Phone number field. Link to thisFew readers

• Is it possible to change/remove city categories?

  You can edit the display of city categories by going to Control Panel → Cities → edit → Categories → edit. In order to enable the display of a category on the site, you must enable it and activate the Display in filter status. If you disable all categories, only one category will be displayed - All companies, it cannot be disabled. If there are more than 9 active city categories, the nineFew readers

• Restriction of new users by order amount

  In order to set the First Order Limit for all new customers, go to Control Panel → Cities → edit → Main. In the Order distribution type field, select the Do not distribute first orders value and set the required limit, above which the order will not be distributed. Link to this article: hereFew readers

• What are Account. Performer, Account. Contractor's details fields on the Payments tab in the City setting are needed for?

  These fields are designed to generate invoices and acts on the Finance tab in the Control Panel. Link to this article: here (https://dots.crisp.help/en/article/what-are-account-performer-account-contrFew readers

• How to pause the city?

  There are several ways to pause a city: In Control Panel → Cities → General - select Pause in the Status field In the Monitoring Panel → Cities→ On/Off Keep in mind that when a city is in the Paused status, users will be able to view the restaurant menu, but will not bFew readers

• Why orders may not be received if the city and companies are On?

  Orders may not be received in the Monitoring Panel and in the Company Panel if a courier service has not been created. It is configured in the Control Panel → City → Delivery service → Add delivery service button. Also, it is important that at least one courier is created and connected. Link to this article: here (https://dots.crisp.help/en/article/why-orders-may-not-be-receivedFew readers

• Displaying SEO texts from the Control Panel → Cities → Translations page

  These SEO texts are displayed in the footer when choosing a city in a multi-brand. Link to this article: hereFew readers

Website and mobile app settings

• What does the message "Oops.. You have exceeded the number of failed attempts. Please try again in 30 minutes" mean?

  To solve this situation, it is enough to clear the cache/cookies of the browser. Link to this article: hereSome readers

• Fast adding items to the cart and hardtouch

  This functionality allows the customer to add products to the cart by clicking on the “+” mark in the product card, or by long pressing on the product card when placing an order in the application. This allows you to place orders faster with fewer movements, which can be useful in cases where you do not need to open and view the product description. Link to this article: here (https://dots.crisp.help/eFew readers

• Why is it not possible to host a site on a subdomain?

  The platform manages a large number of sites and works in such a way that the display of sites can be configured only for a domain. Unfortunately, this cannot be changed. There are several reasons why we cannot host our service on a subdomain or adjust the algorithms for each partner individually. We are the developers of the platform, which, in turn, automatically manages hundreds of domains, and this logic is configured in such a way that management occurs through the domain. The ideaFew readers

• Unable to log into account with current username and password

  We recommend that you check the user's login information, perhaps a mistake was made when entering it. There are several common mistakes: When manually entering a login or password, an invalid character was entered (for example, the number 0 instead of the letter O, the letter I, instead of the number 1, etc.). When copying the login or password, an extra space was additionally copied. An autofill form is used to log in, in which an incorrect login or passFew readers

• Displaying the language switcher in the mobile app

  The language switcher appears if more than one language is enabled in the Control Panel. Link to this article: hereFew readers

• What does error 403 mean?

  403 is an access error. If it occurs intermittently, it may mean that another user's data may have been cached in the browser. To fix this, you need to clear your browser cache. Link to this article: hereFew readers

• Displaying mini-slider slides in the mobile version of the site

  If you include only one slide, it will be displayed in the center of the Mini Slider block, both in the mobile and desktop versions of the site. When adding more than one slide, the second slide will only be partially displayed, this is necessary for users to intuitively understand that there is more than one slide. Link to this article: hereFew readers

• How will a page with its own content on a subdomain affect indexing?

  Placing such pages on subdomains will affect the indexing for the better. Some companies specifically display blogs or other sections on subdomains. This is basic information. On this occasion, you can discuss this question with an SEO specialist in more detail. Link to this article: hereFew readers

• How is it possible to place an order with delivery to the door without specifying the floor?

  When placing an order to the door through the website, all fields are required to be filled. When placing an order via mobile app, it is not necessary to indicate the floor and apartment number. Link to this article: hereFew readers

• Why does the product description field on the site display the text "and that says it all"?

  "Users see the text ""and that says it all"" if the description field was not filled in the product settings. If you enter a description, the text will be displayed. Link to this article: here (https://dots.crisp.help/en/article/why-does-the-product-description-field-on-the-site-display-the-text-and-thaFew readers

• When changing a link to a category, is it possible to set up a redirect from the old link without losing traffic?

  Such redirects are not provided by the functionality of the platform. If you change the name of a category, we do not recommend changing the link to it. The category will be renamed, users will see up-to-date information and everything will work correctly. Link to this article: hereFew readers

• Release of the new application design

  The design of the application has been completely rethought and updated. This made it more convenient to use and contributed to the conversion rate. In addition, a dark theme is now available in the application. The side menu of the application contains the following sections: Profile My addresses Cashback Active orders Order history Notifications Support Settings About the service (https://storage.crisp.chat/uFew readers

• How to specify individual Maxi-sliders for different cities on the Main page of the website?

  Unfortunately, there is no such possibility. The settings for displaying the Main page are the same for all cities, as they are configured at the level of the entire service, not individual cities. Link to this article: hereFew readers

• The process of connecting the domain on which the operating site is located to the platform

  The process of connecting domains to the platform is described in the instructions. Link to this article: hereFew readers

• Why is the name of the city not displayed on the main page of the site?

  The name of the city may not be displayed on the home page of the site if its translations are not added in the settings. To add translations, go to Control Panel → Cities → Translations and enter data about the city on each tab of the account's active language, as well as the corresponding conjugation of the word. Link to this article: here (https://dots.crisp.help/en/article/why-is-the-nFew readers

• Format and size of the background image for the start screen on the main page of the site

  For the desktop version of the site, the background image for the start screen should be 3840x1776px, in jpg, png format. File weight should not exceed 1 MB. For the mobile version of the site, the background image for the start screen should be 2048х1120px, in jpg, png format. File weight should not exceed 1 MB. Link to this article: hereFew readers

• Is it possible to make the Splash Screen colour and the application structural colour different in the mobile app?

  The loading screen displays the colour of the app itself, which serves as the background. The colour of applications is displayed on all pages in the same way, it is not possible to set different colours. On top of this background, we can place a logo (or other images), but only in a limited size. Link to this article: hereFew readers

• How to remove / add content blocks on the main page of the site?

  You can edit the main page of the site on the Control Panel → Settings → Website → Main page. You can learn more about the settings of the main page in the instructions. Link to this article: hereFew readers

• Can the style and font size be changed in the settings of the start screen?

  Unfortunately, changing the font is not provided by the functionality of the platform. In the future, we plan to add an editor that allows you to do this. Link to this article: hereFew readers

• Is it possible to independently design an icon for an application?

  Application icons can be created independently, but according to the iOS/Android guidelines. Also, you can provide us with an image and we will make an icon out of it. The work of developing the icon and changing it in the app stores will continue as planned and may take some time. Link to this article: hereFew readers

• Is it possible to add multiple contact numbers to be displayed on the site?

  You can enter several phone numbers at the level of different cities to display on the site. Users who land on a page for a specific city will see the phone number associated with that city. It is configured in the Control Panel → Cities → editing → the Phone number field. The main phone number is set here. Other phone numbers can be specified in the description of the establishment, which will beFew readers

• How many characters can be entered in the Information about the restaurant field?

  In the Information for restaurants field, you can enter a maximum of 350 characters. Link to this article: hereFew readers

• Format and size of the background image on the main page of the site

  For the desktop version of the site, the background image should be 2880x1776px, in jpg, png format. File weight should not exceed 1 MB. For the mobile version of the site, the background image should be 1800x1120px, in jpg, png format. File weight should not exceed 1 MB. Link to this article: https://dots.wiki/1158EFew readers

• How to notify customers that the company has not yet launched and orders are not being accepted?

  To notify customers on the site and in the mobile app, you can use a note that will pop up to customers on the site and in the app when they open it. In the text of the note, you can indicate that this is a demo version and orders are temporarily not accepted. To configure, go to Control Panel → City → Company → General → Note field. Also, you can pause the company so that customFew readers

• Replacing a large logo icon (snippet/snippet) with a promotion banner

  The snippet can be modified. To do this, go to Control Panel → Settings → General, and upload the required image in the Large logo icon field. The image size should be 1024x1024px. This setting is responsible for the image that is added when the link is sent. The logo of the service and companies will remain unchanged. Link to this article: here (https://dots.crisp.help/en/article/replFew readers

• Release of the new website design

  The site design has been completely rethought and updated. This made it even more convenient to use and contributed to the conversion rate. On the main page of the site, there is a button to go to the menu of the company, a phone number, and a link to the support chat. The following blocks are located below: Mini Sliders (https://storage.crisp.chat/users/helpdesk/website/6325f716793734Few readers

• How to change the footer text on the main page of the site?

  You can edit this text in Control Panel → Settings → Website → Main Page → Footer → Description field. Link to this article: hereFew readers

• Does the platform have protection against fraud attacks, DDoS attacks and spam?

  The platform provides protection options against various types of attacks: Google ReCaptcha. This functionality allows you to enable user verification and automatically blacklist the number if the verification fails. When the integration is configured and enabled - a check will appear before sending SMS in case the user's actions on the site seem suspicious. Antifraud protection. Internal automatic protection that detects suspicious activity on the site and in thFew readers

Push campaigns

• What is the optimal frequency and time of sending Push notifications to users with the best conversion?

  We recommend sending one push notification per week, for example, on Mondays with the dish of the week or with a list of all current promotions. It is also better to use this channel to notify customers about some very important and urgent information. The optimal time for notifications, for each of the projects, will be different, since everyone has a different target audience. You can try sending notifications at different times with different frequencies. Important! We do not recommendFew readers

• Why don't users receive Push notifications after launching a campaign?

  Users may not receive push notifications in the following cases: The Subscription status setting is not active in the settings of users to whom the Push campaign is sent. To activate it, go to Control Panel → Users → edit → Subscription status checkbox. Users do not use the mobile application and place orders through the website or by phone. The campaign will not be seFew readers

Payment gateway and payments

• What payment methods are available on the platform?

  There are three payment methods available on the platform: Cash payment. Online payment (card, Apple Pay, Google Pay). Payment by card through the terminal. Link to this article: hereSome readers

• Online payments have the following progress statuses:

  You can view the status of online payment in the order card of the Monitoring Panel by clicking on the Load payment data field. On hold status means that the money is reserved on the client's card and will be debited from their account after the successful completion of the order. (https://downloads.intercomcdn.com/i/o/335655441/77d31a1b81931324ed485b0f/%D0%B7%D0%BFew readers

• What happens to the order if the online payment period has expired?

  If the payment type Online is selected when placing an order, after the payment link expires, the payment type of the order automatically changes to Cash. The payment form has a 30 minute time limit. Until the moment of payment, the order is not automatically distributed to the company to avoid taking into work an order which may eventually be canceled. In case of delay in the online payment form, it is recommended to contact the client to confirm the relevance of the order, as well as theFew readers

• The customer cancelled an order paid online. When will the money be returned to them?

  We send withdrawal requests from the hold immediately after successful delivery. The same logic applies to refunds after cancelling an order. After cancelling the order, within 2 minutes we send a request for a refund to the client. The money will be returned to the account within 1-14 days. Link to this article: hereFew readers

• How to find out if an order with online payment is paid or not?

  You can view the status of online payment in the order card of the Monitoring Panel by clicking on the Load payment data field. On hold status means that the money is reserved on the client's card and will be debited from their account after the successful completion of the order. PendiFew readers

• Why is it not possible to pay with a foreign bank card?

  Fondy can remove payment restrictions from any card in the world at your request. To do this, you need to contact Fondy, explain why this is necessary and conduct further dialogue with Fondy support directly. It is important to understand that when you enable payment with cards from other countries, the risk of fraud (the use of stolen credit cards) increases. Accordingly, after the payment has been made, the client may require the bank to make a refund, and you will have to issue a refundFew readers

• How can a client pay extra if the company increased the check, but they have no cash?

  When the cost of an order increases, an additional transaction is created in the order card of the Monitoring Panel. For the client, you can generate a link to the surcharge online and automatically send it in an SMS message. To do this, in the order card of the Monitoring Panel, click on the Load payment data link. In the field with the amount of the surcharge, click onFew readers

• Is it possible to set a minimum order amount?

  Unfortunately, this functionality is not provided by the platform. Link to this article: hereFew readers

• Is it possible to partially pay the check in cash, for example for alcohol?

  The ability to limit the type of payment to a specific category of goods is not provided by the functionality of the platform. It is possible to disable online payment and accept only cash payment for all categories of goods. You can set the availability of payment types in Control Panel → Cities → edit → Payments. In the upper left corner, you can disable or enable the required payment type.Few readers

• How to understand if an order with online payment was paid or not?

  Orders that do not have a successful online payment remain unallocated. The status of the transaction will be indicated opposite the Load payment data link, by clicking on it in the order card on the Monitoring Panel. Pending status means that the funds have not yet been reserved (perhaps there is not enough money on the card to pay for the order) and the order will not be processed. On-hold status means that the money has been successfully frozen on the client's account.Few readers

Promo codes

• What to do if the promo code for the discount did not work for the guest?

  If this situation occurs, contact the Dots Platform support service to find out the reasons for the error in applying the promo code. At the same time, you can locally solve this problem by going to the Monitoring Panel, open the order card, click on Change price and change the cost of the order. Link to this article: here (https://dots.crisp.help/en/article/what-to-do-if-the-promo-codFew readers

• How does the User limit field work in the promo campaign settings?

  The User limit field specifies the number of times a user uses all promo codes for a specific campaign. Example: If a user has already used one code - 1111, they will not be able to use code 1112 if the user limit = 1. Link to this article: hereFew readers

• Promo code writing rules

  When entering a promo code, the case does not matter. It will work when you enter in uppercase and lowercase letters. Link to this article: hereFew readers

• How to create a promo code?

  A promotional code can be generated or created manually within a promotional campaign. To add a promo campaign, open Control Panel → Companies → Promo Codes → Add Campaign. Detailed instructions for setting up promo codes at the link: article Link to this article: here. (https://dots.crisp.help/en/article/how-to-creatFew readers

• Are promo codes one-time use or can they be used multiple times?

  Promo codes can be either one-time or reusable. You can learn more about working with promo codes in our text instruction. Link to this article: hereFew readers

• Is it possible to make a promo code for a discount of a certain amount with a limit on the number of uses?

  To discount a certain amount, you need to create a Certificate type promotion. A limit on the number of uses of a promo code can be set in the settings of the promo code itself. To do this, go to Control Panel → City → Promo codes → Add campaign → Promo code limit field. You may find detailed information about Certificate type discounts at the link: article (https://dots.crisp.help/en/Few readers

Monitoring Panel

• How to find out the total number of customer's orders?

  You can find out the total number of customer orders in several places: in the Monitoring Panel→Order Card→ field with the number of orders. On the client's card. Link to this article: here (https://dots.crisp.help/en/article/how-to-find-out-the-total-number-of-customers-ordSome readers

• How to change the delivery time of an order?

  In order to change the delivery time, you need to change the dispatch time. This can be done in two ways: In the Monitoring Panel, click on the Change the time field. In the Company Panel, click on the field with the time and select the appropriate time for dispatching the order from the list. (https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/imagercc5baFew readers

• How to set the maximum number of orders per hour for the operator to process?

  You can set the maximum number of orders that a particular operator can process in the Monitoring Panel → Cities by clicking on the Change button next to a specific operator. In the window that appears, you can specify the number of orders that the operator can process per hour, in the Max. number of orders field. Once the limit is reached, orders will not be assigned to the operator.Few readers

• How to change the order content in the order card?

  These changes are not included in the functionality. The necessary information can be added to the Wishes to the order. If the content of the order changes dramatically, it is recommended to recreate the order. Link to this article: hereFew readers

• Where is it possible to see the total amount of compensation to couriers in the Aggregator mode?

  The amount that couriers need to be reimbursed for the cashback they deposited, certificates or shares of the City can be viewed in the Monitoring Panel → Archive → Fleet. In the filter by couriers, you need to select the courier you are interested in, set the desired time interval, and in the parameters marked "Cashback cashless" the amount of their expenses that need to be compensated will be displayed. These options are only displayed if the city's courier service is set to AggregatorFew readers

• Why did the courier/delivery time change after changing the address?

  This situation may occur because the system is recalculating the route according to new data. If there are several free couriers on the line and they fall under the criteria for order fulfilment, after changing the address or time, the order will be distributed to one of them randomly. This also changes the delivery time. Link to this article: hereFew readers

• Display the status of the first order for a new customer

  After the first order, 24 hours must pass for the customer to no longer be identified by the system as a new one. If multiple orders are created on the first day, each will be counted as the first. Link to this article: hereFew readers

• Error 400 when generating a report in the Archive of the Monitoring Panel

  The error may occur when trying to upload too much data. It is recommended to set a shorter time interval when generating a report. Link to this article: hereFew readers

• How to change the payment method in an active order?

  If you have different payment types configured, open the Order Card in the Monitoring Panel. Click on the Load payment data button. In the field where the payment method is specified, click the link with the name of the payment method - a window will appear. In the drop-down list, select the desired payment method and click Confirm. (https://storage.crisp.chat/users/helpdesk/website/6Few readers

• Is it possible to set up additional notifications about new orders in the Monitoring Panel?

  When a new order arrives in the Monitoring Panel, a characteristic notification signal (alert) sounds in the browser. Unfortunately, installation of additional notifications is not provided. At the same time, it is important to note that notifications will be played even if the Monitoring Panel is opened in the mobile phone browser, in the minimized state of the browser, when working in other browser tabs, and when the mobile phone goes into sleep mode (screen lock). Therefore, if the CCFew readers

• How to distinguish a first client from a regular one.

  When new users place an order, the First order mark is displayed in the order card of the Monitoring Panel. If the amount exceeds the Prepayment limit, an additional Prepayment! mark appears. Link to this article: hereFew readers

• What data about the client is stored in the system?

  All information about the client that is stored in the system can be viewed on the client card page in the Monitoring Panel → Order card → Personal data block → History. It contains information such as: Phone number. Average check. The total number of orders placed. Food category preferences. Notes with customer information. Detailed information on all orders placed. (https://storage.crisp.chat/users/helpdesk/website/6325f71679Few readers

• How to change the delivery cost for an order?

  In order to change the delivery cost in the order, go to the Monitoring Panel → Order card → the edit address button. Check the Use the price specified manually box. Enter the cost in the Delivery cost field. Link to this article: here (https://dots.crisp.help/en/article/how-to-change-the-deliverFew readers

• Will the user receive a confirmation code in an SMS if he orders by phone through the operator?

  If the order is placed by a user with the role of Operator and a corresponding tick in the ""Operator"" check box, the SMS with the order confirmation code will not be sent to the client, even if it is the first order. Link to this article: here.Few readers

• Is it possible to edit an order after it has been placed?

  Several parameters can be changed in the active order in the Monitoring Panel: Delivery address. It is configured in the Monitoring Panel → order card → Edit address field). Order cost. It is configured in the Monitoring Panel → order card → change price field). User note. It is configured in the Monitoring Panel → order card → the User Note block → the Edit note field (this note will be visible to everyone who has access to the MonFew readers

• Where is it possible to see the distance to the client?

  In the Monitoring Panel, open the Order Card and click on the Route data link in the delivery data field. In the window that opens, the distance and time of delivery to the client's address will be indicated for different types of couriers. Link to this article: hereFew readers

• Distribution of orders with the "Prepayment!" note

  The Prepayment! note appears if the order amount exceeds the specified Order Limit. You can set up the distribution of the order, as well as change the limit in the Control Panel → Cities → edit → General → Order Limit check-box. If the order amount exceeds the set limit, orders remain undistributed. (https://downloads.intercomcdn.com/i/o/640867654/1e0602bd7e81eFew readers

• How to get into the Client Card?

  There are several ways to get into the client card: By client's phone number. To do this, enter their phone number in the search field of the Monitoring Panel. From the order card. To do this, go to the Monitoring Panel → Order card → personal data block → History. From ContrFew readers

• Why doesn't the edit address field appear in the order card?

  The Edit address field does not appear on orders that have already been completed. For active orders, the field is active. Link to this article:Few readers

Company panel and work of the company

• Why can't the company change the dispatch time?

  The company cannot change the dispatch time if the client has placed an order for a specific time, since the remaining time may not be enough for the courier to deliver the order at a convenient time for the client. If such a need is objective and occurs systematically, it is recommended to review the logistics settings in the Control Panel → City→ Logistics, in particular the parameters of the Maximum delivery time and the Minimum order pickup time, in order to prevent such difficultiesFew readers

• How to put the company on pause?

  There are several ways to pause a company: In the Company Panel, in the upper right corner, click the Pause button, in the drop-down list of the window that appears, select the required status. On the Monitoring Panel→ Rest., click on the status of the restaurant, in the drop-down list of the window that appears, and change it to the required one. (https://stoFew readers

• Why can't the company choose/change the dispatch time in the Company Panel?

  There is no possibility to change the delivery time when accepting an order in the Company Panel if the client placed an order for a specific time. After the order is accepted, the change of the dispatch time will become possible. You can learn more about the algorithm for changing the dispatch time of order here. Link to this article: here (https://dots.crisp.help/en/arFew readers

• How to add packaging?

  To add packaging, go to Control Panel → City → Companies → edit → Packaging, click the Add packaging button, then fill in the fields, name and price. You can also add an external package ID here if you use a POS system (for example Poster, etc.) that also has a package. Also, there is a thermal package for self-delivery, as an additional option. It can be added as a separate item in the Packaging category. Link to this article: here (https://dots.crisp.help/en/article/how-toFew readers

• What do the order colors in the Company Panel/Dots Business mean?

  Orders can have four colors: Yellow - a pre-order for a specific time, which was accepted by the company in Notifications and it went to the In Progress tab. Green - the order is ready for dispatch. Changes color after clicking on the button - Order is ready.Few readers

• How to implement a pizza constructor so that users can assemble pizza from different ingredients?

  In order to enable users to independently assemble pizza from different products, you can create a new category, for example, “Create a pizza yourself!”, where all the ingredients from which the client can create their own pizza will be listed as separate products. Link to this article: hereFew readers

• How to add a new dish?

  You can add a new dish in Control Panel → Companies → Products → Add product. You can learn more about adding dishes in the instructions. Link to this article: hereFew readers