How to Fulfil an Order
This guide takes you through the following key steps in fulfilling orders through the Unqueue for Business app:
- Receiving an Order
- Accepting an Order
- Packing an Order
- Handing Over/Completing an Order
Accepting and Completing an Order on Web
But first! Get to know your order panels ✨
Information about your orders appear under one of two control centres on the Unqueue for Business app.
The navigation bar is at the bottom of the Unqueue for Business app screen. It consists of the following: Store, Orders, Help, and News.
When you tap Orders, you'll be taken to Pending Orders. This is where you can find active orders that you haven't yet processed.
Under the same Orders tab, you'll also see Awaiting Pickup. This is where orders that you've already packed and marked as ready can be found.
The main menu can be accessed at any time by tapping the three dots top right of the app. This menu contains the features you need to customise your store and your operations. Tap the dots to open the menu.
Towards the bottom of the main menu list, you can also find your Order History, which shows both completed and cancelled orders. Here, you can also View Current Report to see how many orders you've processed so far for the month, as well as a breakdown of your earnings by physical and online payments.
Receiving an Order
When a shopper places an order with your store, you will receive an automatic notification* that a new order has come in, and you will be prompted to tap to accept it. This notification will be sent to the phone number associated with your account.
* Be sure that notifications are turned on for your Unqueue for Business app.
Once you tap to open the order, you will be able to see the following details: who your shopper is, which items they've ordered, the total value of their order, when they’d like it for, as well as payment and pickup/delivery methods. Sometimes a shopper will leave special notes, which you can review then as well.
If you need clarification on a shopper's notes or another part of their order, you can message them directly using Unqueue’s in-app chat. The business to shopper chat feature can be accessed by tapping the chat icon within the order.
Accepting an Order
Accepting an order is the first step in the order fulfillment process. It is an important step, as this is how your shopper is informed that you have seen their order.
Once you've reviewed the order and know that you are able to fulfil it, tap the Accept button. This will trigger a notification to the shopper that their order can be fulfilled.
Note that, if this is an Unqueue Delivery order, you will be prompted to check whether the order contains perishable items so our drivers can come prepared with cold storage pickup bags.
If an order remains unaccepted for five minutes, we trigger a reminder text to the number associated with your account. After two hours, an email is sent to the email address associated with your account.
Packing an Order
Once you've accepted your shopper's order and their items are ready, it's time for you to pack the order. Packing an order triggers a notification to the shopper that the order is ready to be collected.
For in-store or curbside pickups, this notification is sent directly to your shopper.
For delivery orders, the notification is sent to our driver (businesses on Unqueue's Delivery network) or to your driver (businesses using their own drivers).
To pack an item, confirm its availability by tapping the green check icon. This packs each item. If everything is in stock, you can tap Pack All Items – the whole order – at once. If an item is unavailable*, tap the red button to mark the item as unavailable.
* If this happens, please reach out to your shopper by tapping the Chat icon, as they are often open to substitutions.
Note: Once you've marked an order as packed and ready, it is automatically moved from Pending Orders to Awaiting Pickup under the Orders tab.
A randomly-generated, unique 4-digit code is created for each order you receive. You and your shopper will get this unique order code as part of your order confirmation notification.
Unqueue provides businesses with pickup tag stickers and Sharpies. When you're preparing an order for pickup, write the order number on the pickup tag, and stick it on the customer's box or bag*. This pickup tag helps you to identify your customers' orders at a glance, and prevents mixups.
We'll keep you supplied with pickup tag stickers based on your order volume. If you run out of pickup tags before we send them to you, a Post-it Note, regular sticker, or writing the pickup tag number directly on the package would work just as well.
Shoppers have a digital pickup tag on their phones, which they are encouraged to show on collection of their orders for smooth handovers.
* To avoid mixups and errors, remember to label orders with pickup tags as soon as they are packaged.
Handing Over/Completing an Order
🏪 Curbside Pickup Orders
Once an order is marked as packed and ready for pickup, your shopper taps the "On My Way" button when they are ready to collect it. This will trigger a notification to you that they are on their way to your business.
Once you open their order, you will receive an estimated time of arrival, and you will also be able to view their location on a map that you can access within their order details. If they are paying with cash, we will also tell you how much change to have ready for them.
The app will trigger a proximity notification when your shopper is five minutes away, and another when they have arrived at your business. Once they have, walk out with their order to meet them. For curbside pickup, the make, model, colour, and license plate number of the shopper's car will be provided to you, as well as their exact location outside of your building.
Now it's time to hand over the order:
💻 Online*/advance card orders: If your shopper has already paid for their order, simply hand it to them. Advance payment means that this can be a contactless transaction; the shopper may wish for you to place their order on a seat or in their trunk, instead of taking it directly from you.
💳 In person/physical card payments: For curbside pickup, you would need to have a portable LINX or credit card machine to be able to process your shopper's card outside of the building. Remember to hand your shopper back their card once their payment has gone through!
💵 Cash payments: Take your customer's money from them, check it, and hand them the correct change, along with their order.
Once you've given the shopper their order, tap the Hand Over Items button to mark the order as complete. This step moves the order to your order history. Your order history can be found under the navigation bar, whereas active orders are found on the menu at the bottom of your app screen.
*Online payments are transferred directly to your account within the first week of each month.
🚗 Delivery Orders
On the Unqueue Delivery network
At present, Unqueue operates two delivery windows, 11am–3pm and 3pm–6pm, six days a week – Monday through Saturday. Shoppers place orders in advance and you prepare them for collection on their scheduled delivery day.
Once you’ve confirmed that an order is ready for pickup, our driver heads to you. Once they’re outside, you mark the order as packed, and our driver takes it to your shopper. In this case, our drivers will mark your order as handed over, and you will receive a notification once the order has been delivered and is complete.
Cash orders: We collect the money, and transfer your order amount minus fees* into the bank account you provided to us within with the first three working days of the following week.
Credit card orders: We transfer your order amount minus fees into the bank account you provided to us within with the first week of the following month.
*Need a refresher on fees? See here.
Using Your Drivers
If you plan to use your own driver/s to fulfil your delivery orders, it is imperative that they install the Unqueue Drivers app. To install, they have to download the app (Apple, here; Android, here), register as a driver with your business, and have you confirm them.
When you mark an order as packed and ready for pickup, your app will trigger a notification to your registered driver, prompting them to pick up the order from you, and providing them with your shopper's information, including their location that they can access via Waze or Google Maps. Note that you must mark the order as packed for your driver to receive this information. Once your driver has delivered the order, you will receive a notification.
What Happens If I Can't Fulfil an Order?
If you can’t fulfil an order for whatever reason – it’s out of stock, you can’t provide it on that day, etc. – it’s best to notify your shopper before rejecting their order.
You can either send them a message using Unqueue’s in-app chat feature or you can call them. Very often, shoppers are flexible and will accept a different item or will be willing to receive their order on another day.
If, after speaking to the shopper, you still cannot fulfil their order, then you can reject it. You will be prompted to provide a reason*. Type your reason, and then tap the Reject Order button. This will let the shopper know that their order has been cancelled and why, and will complete the order and move it to your order history, where both completed and cancelled orders are shown.
* Credit card orders cancelled because of a store’s oversight may incur a fee to the business
To view past orders at any time, head to the main menu of the Unqueue for Business app and tap Order History.
Accepting and Completing an Order on Web
➡️ Check out our guide on How to Get More Orders.
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