Pstmates Order User Guide
Getting Started Page 2
GETTING STARTED Lgging In We ve already created a lgin fr yu using the email address f the persn wh signed the Pstmates Partner Agreement. If yu dn t knw the lgin r passwrd, call (888)-815-7726 fr help. Once yu lg in, the tablet rder app becmes the default methd fr receiving rders and yu ll be paid via direct depsit. Page 3
FULFILL ORDERS Training Yur Staff We want yu t be familiar with hw rders will cme in, s we created a way fr yu t create a test rder. Simply tap Send Training Order t see hw it wrks. Dn t wrry, training rders are nt real rders #TRAINING will display in place f an rder number. Page 4
Fulfill Orders Page 5
FULFILL ORDERS Cnfirming a New Order Review new rders t ensure yu have the items in stck, the base price f items are accurate, and that custmer requests are accunted fr. New rders will chime and flash until cnfirmed, and after 2 minutes yu ll start receiving phne calls frm Pstmates t prevent lst rders. If we can t get in tuch after 10 minutes, the rder will be canceled. Page 6
FULFILL ORDERS Setting a Prep Time The estimate yu see is ptimized fr yur stre based n histrical data. These are surfaced in the custmer app, s if yu re t busy t fulfill rders, Pause New Orders instead f inflating yur prep estimates. Our gal is t get a Pstmate in yur stre right when that time expires t get rders t yur custmer as fast as pssible. Page 7
FULFILL ORDERS Preparing an Order All cnfirmed rders will mve int the Preparing stage. If yu realize there is smething wrng with the rder after it s been cnfirmed, tap Issue With Order. Page 8
FULFILL ORDERS Requesting a Pstmate Early If the rder is ready befre yur riginal estimated time: cngrats, yu re a rckstar! Simply tap Order Ready, and we ll dispatch ne f ur Pstmates straight away. Page 9
FULFILL ORDERS Reprting Issues If there is an issue with an rder, simply tap Issue with Order and tap n the specific part f the rder leading t a prblem. Page 10
FULFILL ORDERS Issues with Items If an rder cmes in fr an item yu ve run ut f, select Item Unavailable. We ll cntact the custmer fr a substitute item. If yu ntice the price f ne f yur menu items is ut f date, select Change Price t make updates. Page 11
FULFILL ORDERS Issues with Instructins Custmer instructins are special requests frm the custmer. Select 'Add Charge' if a custmer instructin leads t an increase in price. Select 'Can't Hnr' if the custmer instructin is smething yu can't d. Page 12
FULFILL ORDERS Issues with Item Mdifiers Item mdifiers are ptins custmers chse that cme alng with an item, like sides r tppings. If an item mdifier is unavailable, simply tap n the mdifier and select Other Issue. Example Item: Classic Burger Example Item Mdifier: Sesame Bun Page 13
FULFILL ORDERS Reprting Issues Once yu ve identified issues, tap Reprt Issue and we ll help reslve. In mst cases, we ll need t cntact the custmer. While we re cntacting them, the rder will enter the On Hld stage and yu shuld nt prepare it. Page 14
FULFILL ORDERS Pausing New Orders We knw rushes happen. When yu re t busy t fulfill Pstmates rders quickly and efficiently, tap Pause New Orders. While yur rders are paused, custmers wn t be able t rder frm yu. We ll stp sending new rders fr 20 minutes by default, but yu can tap it again if yu need mre time. Tap Receive New Orders t resume rders anytime. Page 15
Manage Yur Business Page 16
MANAGE YOUR BUSINESS Viewing Stre Hurs Yu can get mre rders and increase earnings by having accurate stre hurs. T update yur hurs while yu re clsed, simply tap Update Hurs. Page 17
MANAGE YOUR BUSINESS Updating Stre Hurs Yu can get mre rders and increase earnings by having accurate stre hurs. T update yur regular stre hurs, tap Business Settings frm the main menu, tap Update yur pen hurs, select the days yu want t edit, and submit changes. Page 18
MANAGE YOUR BUSINESS Setting Special Hurs Let us knw when yu ll be clsed r have restricted hurs fr a hliday (e.g. New Year s), in just a few taps. Yu can als use Special Hurs t clse yur stre fr the day if yu aren't able t fulfill Pstmates rders (e.g. kitchen pipe breaks, private event). Page 19
MANAGE YOUR BUSINESS Changing Menu Prices Manage yur menu prices and item availability directly, withut cntacting an accunt manager r supprt representative. Small changes are autmatically accepted while larger changes require apprval and can take up t 24 hurs t take effect. Page 20
MANAGE YOUR BUSINESS 86 ing Menu Items Tell us when items aren t available and we ll mark them ut f stck. Select 'Unavailable Tday' if yu want the item t autmatically becme available the next day. Select 'Unavailable Indefinitely' if yu d like an item t remain unavailable until yu mark the item as available again. Page 21
MANAGE YOUR BUSINESS Viewing Order Histry Yu can review recently cmpleted rders anytime, directly frm yur tablet, simply select 'Cmpleted Orders' frm the main navigatin menu. Page 22
Get Supprt Page 23
GET SUPPORT Getting Help & Supprt Nw yu can get access t all f ur help articles directly frm yur tablet. Unsure hw t update yur menu? We have yu cvered. Tap Help & Supprt frm the navigatin menu r click the Help icn (? ) at the bttm f a page. Yu can als get in tuch with the team anytime by submitting a request: https://partnerhelp.pstmates.cm/hc/en-us/ requests/new. Page 24
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