Short on time, start with this...
While we recommend reading this guide in its entirety when time permits, the short version is that with Kounta Delivery, first and foremost you are responsible for your customer's experience.
But, if something does go wrong, please notify Kounta Support and include the Order ID or Customer Name, and a description of the problem so we can help troubleshoot and get to a fair resolution for everyone.
We ask that when raising any issues, to try and provide clear and objective details about the situation to ensure that all parties are fairly represented.
This guide is for Kounta Delivery which is in its early stages of rollout. For more information on where we are delivering, or to register interest, visit our Kounta Delivery page.
What’s in this Guide
- Roles and responsibilities
- Things that can go wrong
- Resolving issues
Roles and Responsibilities
A successful delivery experience for your Customer involves getting a few moving parts all working together smoothly.
The Customer, your ordering platform, your point of sale, you and your team, and finally the delivery driver.
So, who does what? And what do you do when things go wrong?
"The Customer is always right" holds up in most situations, but in this case, there are a few key things the Customer needs to get right to ensure the experience works well for them.
Choose Delivery when ordering...
Sometimes the Customer is so keen on getting their hands on your Bottomless Mimosa Kit that they forget to choose Delivery and instead choose Pick Up without meaning to.
You'll usually only know about this a little after they order, usually when they call to ask where their order is. In this case, the simplest option is to mark the order as complete, then refund it via History on POS. The Customer then needs to reorder and remember to choose Delivery this time around.
Enter their address/phone properly
Snickers says, "you're not yourself when you're hungry", and an easy mistake for a hungry person to make is putting the wrong address into your ordering platform (and sometimes their phone number)...and apartment numbers.
If this happens, the driver will likely call you asking for help clarifying the address. You can find the Customer's phone number on the Online Orders page on POS Customer profile, and on the receipt, (or via Back Office > Customers) so (hopefully) they've shared that correctly and you can troubleshoot.
If the driver can't find the address they will bring the order back to the store. If this happens and the driver won't re-attempt a delivery (time is money for them as well) then contact Kounta and we can arrange another driver, this will cost a further fee and you'll have to resolve that with the Customer.
Double-checking what they've ordered..before paying for it
It's not possible right now to modify an order once a Customer has placed it, so if they make a mistake here they will call you. You can either negotiate a swap without changing the order in Kounta (recommended), or refund it and ask them to re-order from scratch.
Note that as soon as you Accept an order, a request is placed for a Driver. Completing and refunding a delivery order on POS does NOT cancel the driver request, so if you really need to cancel an order after accepting, be sure to contact Kounta Support urgently.
Fun night? or mistake?
You (The Store)
We're all about empowering you to control your own destiny, so everything in Kounta, and in Bopple is self-managed, that means that even if the team have helped recommend some settings, or even taken some work off your plate, it's on you to confirm it's correct and aligns with your responsibility before service commences, and again throughout.
Your store details
Like we saw above, it's key to make sure your address and phone numbers are set up correctly in both Kounta and Bopple to ensure Customers and Drivers know where to go, but also for calculation of Delivery routes and fees.
Your trading times
Customers get hungry (or thirsty) at weird times, so if you aren't open Sundays, you shut early because it's quiet, or you've decided you want to drink some Mimosas yourself, you must ensure your trading times and ordering options are set up appropriately in Bopple.
These can be different between Pick Up and Delivery so be sure to check both.
Helpful information shown to the Customer throughout the ordering process
Timings and expectations
We try hard to create the best connection between you and drivers (especially when it's busy) but there are a few key things that you need to configure properly.
Settings in Bopple
- Prep time - this is what Customers see as the estimated time for their order to be ready at your store
- Delivery time- this is added to your Prep Time in Bopple and shown to Customers as an estimated time for their order to be delivered to their house/mouth
- Minimum order - the minimum order amount you'll allow
- Delivery fee - the cost you'll charge to the customer for a delivery
Helpful delivery time expectations, but these rely on you setting them appropriately.
Settings in Kounta
Just one key setting to keep an eye on.
Prep time - We use the greater of this time and the nearest driver ETA to calculate a mutually appropriate pickup time for the Driver to pick up from store. This information is printed on production dockets, shown on the online orders, and sent to the Driver.
Note that this is not currently in sync with Bopple's prep time and the times in Bopple should generally be longer than in Kounta to give your Customers realistic expectations.
We strongly recommend tweaking your Prep Time throughout service if you're very busy. If drivers arrive and the order isn't going to be ready within 5 minutes of the original pickup time, they may decide to take another job (again time is also money for them) and this can mean we'll miss the original pickup time while we find a new driver. If this happens because you've missed the pickup time and food get's cold/soggy/wasted that cost is on you, this sucks so avoid it.
Your Menu and Pricing
This one is pretty straightforward we think, sell what you have and what you're allowed to, for the prices you've decided are appropriate. This is primarily configured from within Kounta and needs to be set up by you and your team.
Bopple re-syncs your Kounta menu and pricing 30 minutes before service every day, however, if you need, you can log in to Bopple and force a sync.
If you've sold out of something you will need to mark it as sold out via Bopple. In the event a Customer orders something that is sold out, be sure to give them a call and see if they're happy with a substitute.
Packaging for transport
Think carefully about how food and drinks will travel, consider temperature, moisture, how it will handle some movement, etc.
Don't pack wet things in cardboard, hot things with cold things, crunchy things in a container that can't breathe a bit (or they'll be soggy things)... you get the point.
Handling deliveries appropriately
Drivers are required to have hot bags and use appropriate food handling to protect the quality of food etc in transport, they also shouldn't jostle it around or flip it upside down...obviously.
If you get feedback from a Customer or notice issues like this, please notify Kounta Support and include the Order ID or Customer Name, and a description of the problem so we can investigate.
Being polite and professional
Even if the Driver is not a member of your staff, they are still an extension of your brand. There is a thorough onboarding process for drivers, including a police check and training.
If you or a Customer have feedback about a drivers behaviour, attitude, or cleanliness, please notify Kounta Support and include the Order ID or Customer Name, and a description of the problem so we can investigate.
Sticking to their jobs
In the rare situation that a driver is assigned to a pickup, then cancels last minute it can cause some challenges with finding replacements for the original time. We are reviewing ways to penalise this and ensure drivers always collect.
If this has happened, unfortunately, you'll probably need to remake the order to solve the problem in the moment, but please contact Kounta Support to inform them after the fact so we can chase it up.
Damaging a delivery or delivering to the wrong recipient
In the event an order is damaged, or given to the wrong Customer please notify Kounta Support and include the Order ID or Customer Name, and a description of the problem so we can investigate. If appropriate we will help you arrange another Driver to fulfil the replacement order, and/or raise an issue with DriveYello (who manages the Driver Fleet) on your behalf.
If the investigation shows the driver is at fault, then you are able to invoice the driver for up to 50% of the order amount.
Kounta (POS) and DriveYello (Fulfilment)
When you accept a delivery order on the POS, a driver request is placed automatically on the DriveYello fulfilment platform.
DriveYello manages the driver network, bundling rules to combine orders into runs, and posting of those runs to the network. When runs are posted to the driver network, the driver must view and accept the order before it is considered assigned.
Kounta Delivery aims to simplify the experience of managing deliveries and drivers directly via the DriveYello interface by automating the creation of jobs, assignment of drivers, and then communicating key information through to the POS.
On Kounta POS you will be able to see your open orders and if a driver has been assigned to the job yet. Once assigned it will also show a real-time ETA to the Store prior to pick up, or the ETA to the Customer after the pickup.
Drivers being assigned
The solution relies on the availability of a network of roaming drivers who can accept the jobs/runs posted via DriveYello. At any given point there are thousands of active drivers across the country, having said that, the drivers tend to stick to areas with consistent demand to ensure they are busy.
Kounta works closely with DriveYello to activate the solution area by area to ensure there is a good balance of supply (Drivers) and demand (Orders), but there are naturally occurring situations that can impact driver availability; notable situations are off-peak times (eg between lunch and dinner) that mean less demand and therefore less supply, and extreme weather which also means increased demand and thus impacts on supply.
Please keep an eye on your Online Orders list, and if an order remains unassigned for longer than 15 minutes please contact Kounta Support urgently via phone or chat at any time so we can work to resolve the situation prior to it impacting the Customer experience.
We recommend that you DO NOT commence any preparation or cooking until a driver is assigned and the ETA is known.
Drivers arriving on time
Google Maps is good, but it's not perfect. Drivers are dealing with a myriad of challenges from traffic, to incorrect addresses, and angry cats. DriveYello does it's best to calculate numbers as accurately as possible, however, ETAs can vary. We have a target of 10 minutes on either side of the Pickup time printed on the dockets.
This can go wrong though, so we provide a (close to) real-time ETA via POS > Orders > Online Orders so you can adapt to any changes in the drivers expected arrival. If something looks off with the Driver ETA, don't hesitate to contact us via phone or chat at any time.
If the pickup time is missed by a long way (think 20+ minutes) and this leads to problems with the Customer, then please notify Kounta Support and include the Order ID or Customer Name, and a description of the so we can investigate.
Bopple (Ordering Platform)
Bopple's app allows you to present your Kounta menu online and accept orders. They securely store Customer payment details and facilitate payments via Stripe.
They will help facilitate conflict resolution with Customers where appropriate, especially in situations like incorrect addresses and phone numbers.
Missed deliveries, late pickups, cancelling drivers, food being dropped, etc are not Bopple's responsibility, and, in the event you experience an issue like this, please notify Kounta Support and include the Order ID or Customer Name, and a description of the problem so we can investigate.