How do I…?
The questions we get asked most, each with a step-by-step guide and real screenshots.
Courses and presentations
Ordering
- How do I shop at a grocery store or pharmacy with Divoox?
- How do I search a product in every store?
- What happens if the store doesn’t have an item I ordered?
- Why does the produce price say “estimated”?
- How do I know when my order arrives?
- Can I call the driver?
- Does the driver see my phone number?
- Where do I see my past orders?
- How do I order the same again?
- Where is the receipt?
- Can I order food for tomorrow?
- Does scheduling cost more?
- How far ahead can I schedule?
- How do I order for several people?
- Who pays for a group order?
- Do the others need an account?
- How do I show someone where my order is?
- What does the other person see?
- Why am I seeing these restaurants?
- How do I save a restaurant?
- Where are my favorites?
- How do I save my address?
- Can I add instructions for the driver?
- Where do I enter a coupon?
- Why isn’t my code accepted?
- An item was missing, what do I do?
- Do I get a refund if something is missing?
- I got a wrong or damaged item, what do I do?
- Can I pay in cash?
- How do I transfer to the driver?
- What if I can’t pay when it arrives?
- Can I pay with Apple Pay?
- Can I pay with Google Pay?
- What does each icon on the home screen mean?
- Why does a service say “coming soon”?
- How do I search for a dish on Divoox?
- Why doesn’t the search find anything?
- Can I search by type of food?
- How do I find vegan dishes on Divoox?
- How do I label a dish as gluten-free?
- Can I combine a filter with what I type?
- What is the bell in the app for?
- Where do I see my gifts and my stamp card?
- Why does the bell have a red dot?
- What services does Divoox have?
- Why does a service say “Soon”?
- When does Moto or Grocery arrive in my city?
- Why don’t I see restaurants in my area?
- Why do restaurants disappear from the list?
- What do I do if the app keeps loading when it opens?
- Can I pick up my order at the restaurant?
- Can I change the address after ordering?
- Can I tip after delivery?
- How do I pick the size or extras of an item?
- Why won’t it let me add an item?
- What happens if the restaurant is out of something I ordered?
- Do I get a refund for the missing item?
- Can they leave my order at the door?
- What is the delivery PIN and how do I turn it off?
- How do I ask for it to be handed to me?
- What if I’m not there when the driver arrives?
- How do I message the driver?
- Does the driver see my phone number?
- What time will my order arrive?
- Do I get notified when the driver is arriving?
- How do I order food on Divoox?
- How do I pay for my order?
- Can I pay with Apple Pay or Google Pay?
- Where can I see where my order is?
- How long until my food arrives?
- How do I cancel an order?
- Do I get my money back if I cancel?
- Where can I see my past orders?
- How do I remove a saved card?
- How do I get my birthday gift?
- How does the punch card work?
- How do I order an item without onions?
- Where do I write a note for the restaurant?
- How do I see a restaurant’s stars?
- Why does a restaurant say “New”?
- How do I rate the food and the driver?
- What if the food was late because of the restaurant?
For restaurants
- Where do I see my reviews?
- Can I reply to a customer?
- How do I accept orders automatically?
- What happens to scheduled orders when auto-accept is on?
- How do I close on a specific day?
- Do I have to change the schedule for a holiday?
- Can I give my manager access without my password?
- What can each role do?
- How do I put my star dishes first?
- Why do customers see my store as closed when I opened it?
- What happens if my internet goes down?
- How do I start receiving orders again?
- How do I accept an order from my phone?
- How do I mark a dish as sold out?
- Where can I see how much I sold today?
- Why can’t I open my restaurant?
- What do I need to start taking orders?
- How do I know how many minutes to set when accepting an order?
- What do I do if the kitchen is slammed?
- Why didn’t my withdrawal arrive?
- What do I do if the bank rejected my payout?
- How do I hand over a pickup order?
- What is the commission on pickup orders?
- How do I sell 21+ items?
- How do I set my hours?
- What do customers see when I’m closed?
- Can I close after midnight?
- How do I add sizes or extras to an item?
- How do I force the customer to pick a size?
- What do I do if I’m out of an item on an order?
- Can I change the prep time after accepting?
- How do I know the driver is on the way?
- What’s the QR code next to the order?
- Why did the order turn yellow?
- How do I put my restaurant on Divoox?
- How long does approval take?
- How do I open and close my restaurant?
- How do I upload my grocery store or pharmacy products?
- Which columns does the product spreadsheet have?
- What happens if I upload the spreadsheet again?
- Can I sell alcohol or medicine?
- What do I do if I don’t have an item in the order?
- Can I swap an item for something similar?
- How do I charge for items sold by weight?
- How do I add an item to my menu?
- How do I change a price or a photo?
- Can I upload my menu from Excel?
- Can Divoox load my menu for me?
- Can I have a breakfast menu?
- How do I set hours for a category?
- How do I mark an item as sold out?
- How do I accept an order?
- How do I let the driver know the food is ready?
- How do I decline an order?
- How do I keep the counter tablet always on?
- How do I print orders for the kitchen?
- Can I print when accepting?
- Can I receive orders in my POS system?
- How do I create a key?
- Where can I see how much I sold today?
- How do I verify my restaurant?
- Which photos do I need for verification?
- How do I reward my loyal customers?
- How much does a gift cost me?
- When and how do I get paid?
- How do I connect my bank account?
- How much does Divoox charge?
For drivers
- Where do I see package routes?
- How do I load the packages?
- What do I do if I can’t deliver a package?
- What happens if I lose signal?
- Why does it ask for location “Always”?
- Why is there a fixed notification?
- What if the customer has no ID?
- Why does it ask for the last digits?
- Why don’t I get cash orders?
- How do I top up my balance?
- What if the customer doesn’t pay me?
- Why did the offer arrive so late?
- What is the restaurant’s QR code?
- What if I can’t scan the code?
- Can I decline an order I already accepted?
- What do I do if the customer doesn’t come out?
- Do I need a photo if I hand it to them?
- How do I start delivering with Divoox?
- Do I have a fixed schedule?
- How do I go online to get orders?
- How do I verify my identity?
- How do I accept a delivery?
- Does declining an offer lower my level?
- How do I mark pickup and delivery?
- Where do I see my rating as a driver?
- Does declining offers affect my rating?
- What is the completion rate?
- How is my pay per order calculated?
- Where do I see tips?
- What happens if the customer tips later?
- How do I stop receiving offers without going offline?
- Do I get notified if the restaurant cancels?
- What’s in the bell of the driver app?
- How do I say I arrived at the restaurant?
- What do I do if the order isn’t ready?
- How do I get help during a delivery?
- How do I level up?
- What are levels for?
- How do I cash out my earnings?
- Do I keep the whole tip?
How we look after every order
- What happens if I have no signal when I deliver?
- Do I have to retake the photo if it failed because of the connection?
- Where do I see what I earned this year?
- How do I get my miles for taxes?
- How do I book a shift?
- What do I get from having a shift?
- What happens if I don’t go online on time?
- Where are the most orders right now on Divoox?
- What are the red circles on the map?
- Does the map show where customers live?
- How do I become a top driver?
- What do I get as a top driver?
- Can I rate a customer?
- Does the customer see my rating?
- What do I do in an emergency while delivering?
- How do I share where I am?
- How is my driver level calculated?
- What if a customer rates me badly because of the restaurant?
- How do I earn a reward?
- Why does an offer include a bonus?
- What happens if nobody accepts an order?
- How do I call the customer if I can’t find them?
- Does the customer see my phone number?
- Why didn’t my withdrawal arrive?
- What do I do if the bank rejected my payout?
- Why am I asked for a photo before going online?
- How do I do the background check?
- Can I carry two orders at once?
- What do I do if the order has alcohol?
- Why doesn’t the deliver button show up if I’m already at the door?
- What do I do if GPS doesn’t place me at the address?
- What happens if my location jumps around?
- Why does the driver take a photo of the order?
- How do I confirm I handed the order to the driver?
- Why can’t I mark the order delivered?
- Who can see the delivery photo?
- What happens to my order after I pay?
- How is the money from an order split?
- What happens if the restaurant doesn’t accept my order?
- What do the colors on each order mean?
- Are restaurants and drivers verified?
- How much does Divoox charge restaurants compared with DoorDash and Uber Eats?
- How much does the customer pay on Divoox?
- How much does a driver earn per delivery on Divoox?
For entrepreneurs
- How do I ask the recipient for their exact location?
- Why won’t my route leave in Venezuela?
- Does the recipient need the app?
- What is the plus code on the label?
- How do I collect on delivery in Venezuela?
- Which payment methods can the driver record?
- How do I know how much cash the driver is carrying?
- Does Divoox keep the money collected?
- How do I let the customer pick up the package at my store?
- How long do they have to pick it up?
- Can someone else pick it up?
- How do I track my package?
- Where is my tracking number?
- How do I assign a route to a driver?
- What happens if a package couldn’t be delivered?
- How do I confirm a package was returned to me?
- Can I require the recipient’s PIN or signature?
- How do I know when a driver accepts or finishes a route?
- What happens if nobody accepts a route offer?
- How do I order stops by the shortest path?
- How do I avoid assigning more packages than a vehicle can carry?
- How does my system receive changes to my packages?
- Where do I see how my operation is doing?
- How do I top up in Divoox Flex?
- When is a package’s commission charged?
- What happens if my balance isn’t enough for a route?
- Where do I download my receipts?
- How do I turn on automatic top-up?
- How do I get started with Divoox Flex?
- Which app do my company, my drivers and my customers use?
- Does Divoox provide the drivers?
- How do I invite my drivers?
- How do I register my company on Divoox Flex?
- How do I invite someone from my team?
- What can each role do?
- How do I import many packages at once?
- Which columns does the file accept?
- How do I print the labels?
- How do I connect my system to Divoox Flex?
- What can an API key do?
- How do I avoid creating duplicate shipments?
- How much does a restaurant earn with Divoox?
- How many customers can Divoox bring to my restaurant?
- How much does a driver earn per day with Divoox?
- How much do I save ordering with Divoox?
- How much does Divoox move in a city?
- How do I bring Divoox to my city?
- How much does a franchise cost?
- What should each team member read before a launch?
Your account
- How do I sign up for Divoox?
- How do I create a restaurant account?
- How do I create a driver account?
- What if I forgot my password?
- How do I change my password?
- How do I confirm my email?
- I didn’t get the confirmation email. What do I do?
- How do I delete my account?
- How do I send a screenshot to support?
- Who can see my screenshots?
- How many screenshots can I send?
- How do I talk to a person at Divoox?
- How do I report a problem with an order?