Dispatch - 3rd Partys Delivery
End to end delivery solution. Connect you App and Desktop ordering to a 3rd party delivery company, save time, money and managing delivery guys.
How does that work?
General
Seamlessly. When your customers (our end users) place an order either on Mobile or desktop, our platform fires the order first directly to your POS. At the same time, we connect to the delivery 3rd party and schedule a delivery to come pick up the food. The default preparation time set up is 15 minutes, meaning we will schedule a delivery 15 minutes after the order was sent to the kitchen.
The customer experience and expectations?
Placing Delivery Order:
Once order sent, Appfront send the order to POS, and Dispatch to Delivery Providers:
Email Confirmation: Once order is placed, the customer will received a confirmation email to his mailbox
Live Map: Once order is placed Appfront engine will calculate and will trigger the delivery guy at the right time automaticlly. At the right time, the customer will receive SMS TEXT and Push with a link to a live map
Tracking an order on Appfront Back Office
In case you need to track an order, for any reason - where is the delivery guy? did the order was arrived? etc, go to your Appfront Back office, and under the activit log, seach for the customer. `Plaese notice the every order that was sent to 3rd party, gets a "Delivery Tracking code" once a delivery is triggered. (**future orders will be triggered at "the right time).
Go to AppFront Back Office:
From Appfront Activity Log - Click the Tracking:
What if we dont see a tracking code?
Then go to Trabouleshooting section (below). For any problem you should contact 3rd party directly.
Payments / delivery commission
Appfront acts as a gateway between the merchant and the 3rd party delivery company. Appfront charge the customer / end-user directly to the merchant account, and the merchant will pay he delivery commision directly to the 3rd party delivery company.
Trigger Dispatch
In order to trigger Dispatch - the order must be PAID order
Online Order
All online orders are PAID by default - either by Cash, or by credit card. Meaning, Dispatch will be trigger automatically
In-Store / Keyed In
Order MUST be PAID in order to trigger Doordash. Need to make sure.
Set Up
Mapping Delivery Serving Option
Set Up Delivery Service for Dispatch
AppFront will map the serving option
Complete Delivery Set Up by Toast
Define Delivery Area
Before we start, you will need to make sure that the following are set under your account:
Delivery serving option is open
Delivery zone set up
Validating delivery address before sending the order to the POS
Under Configuration > Menu > Setup > Serving Options you will find your delivery serving option, here you have a checkmark to mark called Validate delivery address with provider before order:
This option will send a request to the 3rd party delivery provider configured in the relevant location for an order - to assure the address is deliverable. If the delivery provider will answer that the address of the order is not deliverable, the customer will not see this location in the locations page.
Troubleshooting
Postmates Trouble Shooting
Appfront acts as a mediator between the customer to the 3rd party. 98% the problem is on the 3rd party side and need to check directly with them. Please keep support@appfront.ai in cc.
To: api-live@postmates.com CC: support@appfront.ai
Subject: Problem with order [Business name]
Email should contain the following informaation:
Business name
Business address
Customer name
Order details
Delivery tracking id: the most important thing!
Take the Trackingn ID from Appfront Activity Log (See below):
Doordash Trouble Shooting
Please Download, Print and use this Doordash FAQ-
DoorDash Drive Store Operator Training Materials & FAQ
Appfront acts as a mediator between the customer to the 3rd party. 98% the problem is on the 3rd party side and need to check directly with them.
For urgent issues (dasher is late, took the wrong order or if the customer calls and asks to cancel the order), please call 855-599-7066. for other issues (complaints and refunds requests, dasher was rude or billing & refunds), please mail drive-support@doordash.com. Please keep support@appfront.ai in cc.
In both methods above, you will require to provide:
Business name
Business address
Owner name
Customer name / phone number
Delivery id: the most important thing!
Take the Delivery ID from Appfront Activity Log (See below):
Text message on delivery error
In order to add text messages if there are any delivery issues, go into Configure > Locations in the Appfront portal, choose the location and scroll to the bottom of the page where it says ORDER PARAMETERS:
In 0. field write: deliveryErrorSMSRecipients and in value add the phone numbers comma separated with area code (1 for USA) of the recipient of the delivery error text messages.
Tips
Tip processing
Tips are processes to the same account as a part of the order payment - if you are using Toast processing, the order payment through Toast will include the tip amount. If you are using a different payment processor, the tip will be included in the payment processed by your gateway.
The tip payment does not get sent to Doordash / Postmates - the tip will need to be paid back separately according to your agreement with your 3rd party delivery provider.
Setting up tips in Toast
There are 2 options to set up tips in Toast, you can choose a different option for each serving option (delivery and takeaway can act differently). Please provide Appfront with the details of which type of tip charging you would like for each of your serving options.
Tips as a service charge in Toast For external delivery services (eg. DoorDash, Postmates etc.) tips, it helps to define the tips as a service charge, so that at the end of the month you will see the tip total, and the tips will not be added to the server tipping pool.
Tips as a payment tip The tips will be connected to the server of the order and will be added to the tipping pool in Toast.
You can also have a default server to accept all tips coming in from Appfront. If you'd like to know more about this option - you can read about it here.
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