When you receive an order, you must follow a series of steps to make sure the order is promptly delivered to your customers.

The process of completion of an order varies for different types of merchants:

Lowkel Merchant

When an order is placed, the merchant receives an email about the order with details such as order number, delivery time, order instructions, order details, and amount. How to view an order

Merchant Portal has a chat feature on the Order Details page where you can chat with the driver or the customer. (For example, you can mention any delay, order changes, informing pick up time to the driver, and so on.)

The following is the general process to facilitate orders as a Lowkel Merchant:

  1. Prepare the order an hour prior to delivery time (This may vary according to the product type)
  2. The driver arrives and picks up the order
  3. The driver leaves for the delivery
  4. The driver marks the delivery completed
  5. The merchant is informed through an email when the order is delivered

Limited Merchants

When an order is placed, the merchant receives an email about the order with details such as order number, delivery time, order instructions, order details, and amount. For all the details, visit the Merchant Portal.

Merchant Portal has a chat feature on the Order Details page where you can chat with the driver or the customer. (For example, you can mention any delay, order changes, informing pick up time to the driver, and so on.)

The following is the general process to facilitate an order as a Limited Merchant:

  1. Prepare the order an hour prior to delivery time
  2. The driver arrives and shows the ID for age verification
  3. The store adds a Lowkel Signature tag to the bag and hands over the item to the driver
  4. The driver reaches the delivery point and verifies the ID (age) of the receiver
  5. The driver takes a signature on the tag and hands over the items to the receiver
  6. The driver takes a picture of the signed tag, uploads it to the application, and keeps the tag for future reference
  7. The driver marks the delivery completed
  8. The merchant is informed through an email when the order is delivered

Hands-Free Merchant

Note: The merchant does not prepare the orders. Driver/Shopper does.

The following is the general process to facilitate orders for Hands-Free Merchants:

  1. A customer places an order
  2. The driver accepts and leaves for shopping and delivery
  3. The driver reaches the store, shops the items listed in order details
  4. If an item is not available, the driver can chat with the customer and add a substitute item
  5. The driver completes the shopping and pays through the Lowkel provided credit card
  6. The driver picks up the items and leaves for delivery, delivers the items, and marks the delivery completed

Please contact us at support@lowkel.com if you have any questions.

Next Read: How to Improve Customer Service – Lowkel

October 1st, 2021 By lowkel  

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