DISPATCH BEST PRACTICES. Webinar Series March 2018

Transcription

1 DISPATCH BEST PRACTICES Webinar Series March 2018

2 TODAY S AGENDA Best Practices - Dispatch Settings + Tools - Delivery Cancellations - Refund Process New Features - Suggested Tipping Values - Delivery Pre-Check 2

3 PARTICIPATE! Ask Questions during the Webinar - Use the questions box and we ll answer your FAQs at the end! Answers will be sent with this presentation to everyone after the webinar 3

4 SETTINGS & TOOLS

5 SETTINGS & TOOLS For Brand Managers - Go to: Dashboard > Brand Settings > Dispatch Settings 5

6 SETTINGS & TOOLS For Store Managers - Go to Dashboard > Store Settings > Dispatch Settings 6

7 SETTINGS & TOOLS Max Dispatch Delivery Fee - Set the max delivery quote that can come through from a DSP 7

8 SETTINGS & TOOLS Max Transit Time - Set a max for how long food can travel to your customers 8

9 SETTINGS & TOOLS Preferred Providers - Prioritize which DSPs will service your store 9

10 SETTINGS & TOOLS Blacklisted Delivery Providers - Prevent specific DSPs from servicing deliveries for your store 10

11 SETTINGS & TOOLS Cancellation s - Receive an notification when a delivery is cancelled 11

12 SETTINGS & TOOLS Dispatch Hours - Set the hours that Dispatch is available to customers - Go to Dashboard > Store > Store Hours 12

13 SETTINGS & TOOLS Delivery Zip Codes - Dispatch orders will not be accepted from these zip codes - Leave this field blank if you don t want any zip codes blocked - Go to Dashboard > Store > Delivery Area 13

14 RESOURCES Check out our Dispatch Help Center! - General Dispatch Help - Dispatch Features Webinar from Oct Dispatch Pausing Dispatch - Dispatch Availability Hours - Fee Tiers - Max Order Value Limit - Preferred Providers 14

15 DELIVERY CANCELLATIONS

16 DELIVERY CANCELLATIONS - What does a cancellation look like? - Customers and stores will be notified of cancellations via - Go to Order Details > Dispatch Details > Cancel Reason 16

17 DELIVERY CANCELLATIONS - What does the cancellation reason mean? - Use our glossary of Dispatch cancellation reasons to define the cancellation reason you see and who is responsible for the fund (brand, customer, or DSP) 17

18 DELIVERY CANCELLATIONS - How do I re-assign a new driver? - A cancelled delivery does not cancel the order - Go to Order Details > Other Actions > Request New Delivery 18

19 DELIVERY CANCELLATIONS - What if the order is canceled? - Is the driver assigned? - If no, you can cancel the order - If yes, call the driver! - Is it a scheduled order? - The delivery will be canceled if the order is canceled and the driver is not yet assigned 19

20 REFUND PROCESS

21 DISPATCH REFUNDS - Why request a refund? - If you or a customer has a problem with a delivery, you can reach out to the DSP support team via the Olo Dashboard - No money ever needs to be exchanged between you and the driver for these refunds 21

22 REFUND PROCESS Step 1: The store contact provider support 22

23 REFUND PROCESS 23

24 REFUND PROCESS Step 2: Store fills out support request - Make sure you include: - Description about how the delivery went - What was the problem with the delivery? - How much should be refunded? - Submit the support request within 14 days of the incident to ensure a timely resolution 24

25 REFUND PROCESS 25

26 REFUND PROCESS Step 3: DSP replies to support request - DSPs will reply to your support request and provide a status i.e. is the refund approved or rejected? - The refunded amount will be provided by the DSP in their response - Run a Dispatch Deliveries Report to better understand your support inquiries and their status 26

27 REFUND PROCESS Step 4: Olo issues credit in billing invoice - If the refund is accepted, the DSP will invoice Olo and include the order credits for your refund requests - Olo will issue credits on your following month s invoice - The month delay is due to the timing of the invoicing process between Olo, DSP and the store 27

28 SETTINGS & TOOLS Check out our Dispatch Help Center! - Dispatch Payment Flow - Contact Delivery Provider Support - How to Refund an Order - Refund Guidelines 28

29 NEW FEATURES

30 NEW FEATURES Suggested Tipping Values - Brand-level setting - Brands can configure default tipping values for the customer of 15%, 20%, or 25% - Available for all handoff modes where tipping is enabled - Find out more here! 30

31 NEW FEATURES Suggested Tipping Values 31

32 NEW FEATURES Delivery Pre-Check - Brand-level setting - Customers can pre-select the handoff mode, and receive a delivery quote before filling their basket - Customers know if their drop off address is qualified for delivery before building a basket 32

33 NEW FEATURES Delivery Pre-Check

34 NEW FEATURES How can my brand enable these features? - Reach out to your Dispatch Specialist or submit a Help Center ticket and we ll get you set up! 34

35 QUESTIONS? Time for Q&A - Use the question box and we ll provide answers! Answers will be sent with this presentation to everyone after the webinar 35

36 Q&A QUESTION: When talking about "Dispatch Cancelled Order Notifications", you mentioned that was the only notification method "at this time". Is there something else in the works? If we put in a phone number with an address (XXXXXXX@verizon.net), would that number get the notification as a text? ANSWER: Great question! We re working on additional notification methods for this feature. Currently, our other option is IVR (interactive voice response) which is a phone call stores can receive when a delivery is cancelled by the driver. Currently phone number addresses will not go through as a cancellation notification, but that s a great product enhancement suggestion! 36

37 Q&A QUESTION Is there a way to automatically cancel an order in the event a driver cancels so food isn't wasted? ANSWER Cancellations cannot happen automatically in the case of a driver cancellation since that order is likely already in progress and a driver is assigned. Your best bet is to request another delivery so you can ensure the customer will get their food. 37

38 Q&A QUESTION Do all tips on Dispatch orders go to the Dispatch driver? ANSWER Yes, all tips will be paid to the delivery driver for Dispatch orders. QUESTION Regarding tipping, will there ever be a time when the tip can be split between the restaurant and the DSP? ANSWER Tips for Dispatch will always go to the driver. 38

39 Q&A QUESTION If a customer cancels an order is the restaurant responsible for notifying the driver and finding a new one? ANSWER If the order is scheduled and the customer cancels, the delivery will be canceled. If the driver is en route, Olo recommends cancelling the delivery altogether. QUESTION If only some items are available for delivery will customers know which items are available when they re added to a cart, or will they find out at checkout and need to remove items that can t be delivered? ANSWER All items the customer sees in the ordering experience are available for Dispatch, and you can choose which items are available by handoff mode through the Dashboard. 39

40 Q&A QUESTION Can you enable/disable DSP's by store? ANSWER Yes, you can disable a DSP for an individual store. If you disable a DSP at the brand level, this will affect all locations are covered by that delivery provider. QUESTION If a Dispatch delivery is cancelled by the DSP do stores have to request a new driver and pay the fee on the cancelled order? ANSWER Yes, a best practice is to request another delivery through the Olo Dashboard. You will only pay for the fee associated with the new delivery, but not for the cancelled delivery. 40

41 Q&A QUESTION Do changes made under brand settings apply to the whole brand, including franchisees under a franchisor? ANSWER Yes, these settings impact all stores including franchises. They can always choose to disable a DSP if they prefer not to use them for delivery. 41

42 THANK YOU! Dispatch Specialist Team