For restaurants

Prepare a store order: what to do if an item is out

Under each item in the order you see what the customer wants if you don’t have it: a refund, something similar at no extra charge, or a question in the chat.

How it works

A store order comes in just like a food order: the alarm rings, you accept it, prepare it and hand it to the driver. The difference is on each item: underneath it says what the customer wants if you don’t have it.

“If out: refund it” means you remove it with “An item is missing” and Divoox refunds the customer what they paid for it right away, without waiting for a reply. “Something similar, no extra charge” means you pack a similar item at the same price or less: the charge doesn’t change; if you don’t have anything similar either, mark it missing and it’s refunded right away too. “Ask the customer in the chat” means you message them in the order chat: when you mark it missing, the customer decides in their app whether to remove it or cancel.

Several items can be out in the same order: mark them one after another. Each one is settled before the next.

When you mark an item as missing, you can search your catalog and suggest up to three replacements. If the customer asked for “something similar,” the first one you suggest goes in right away. If they asked to be asked, they pick it with one tap in their app. They never pay more than the original.

Items sold by weight are charged at an estimated weight. If they weigh less, remove the difference; the customer is never charged more than they agreed to.

Items with alcohol or tobacco are marked: that order is handed over in person and the driver asks for ID at delivery.

Steps

1. Accept the order when the alarm rings.
2. Read under each item what the customer wants if it’s out.
3. If one is out, tap “An item is missing” and pick it. If they asked for a refund or something similar, it’s refunded right away.
4. If another one is out, do it again: you can mark several in the same order.
5. If they asked for something similar, pack one at the same price or less.
6. If they asked to be contacted, message them in the order chat.
7. Mark the order ready and hand it to the driver.