Introduction

Delivery orders facilitated through the Inhouse Delivery solution can be managed from the IHD mobile app, available for both iOS and Android smartphones.

Prerequisites

  1. An activated SocialSchedules user account

  2. Admin or Manager with 'Manage Deliveries' sub-permission

Download & Install

The mobile app is available for free from the App Store (iOS) or the Play Store (Android). Just search for 'Inhouse Delivery'

Login & Navigation

Launch the IHD App. When prompted, enter the email address and password associated with your SocialSchedules account

The Summary Dashboard is presented on first login. The default view shows the total stats for all locations which you have permission to manage.

To view an individual location, select the locations icon and proceed to select the location of interest. Dashboard stats will automatically update.

Functionality

The following is supported;

Order Status Summary

Lists the number of orders in each phase of the delivery process

  • Waiting* - order accepted by delivery service and awaiting driver to be assigned.

  • In Prep - order is being prepared and driver is on the way to pick up the order.

  • Dropping Off - driver is on the way to the customer to deliver the order.

  • Delivered - the order has been delivered to the customer.

* includes orders in a 'Pending Manager' status which requires further action, eg: customer delivery address is not recognised, flagged as invalid, and needs updating.

Specific Order Details

  • Delivery Timeline - each time-stamped phase of the delivery process from Order Placement through to Order Fulfilment, (Delivered to Customer)

  • Map displaying Pick Up Location and Drop Off Location

  • Order Items - detailed description of food items, including quantity

  • Payment Summary - cost breakdown; Food Items, Delivery Fee, Sales Tax & Tip

Redispatch an order

Redispatching an order is making a new delivery request for an order. You may wish to redispatch an order when there is an issue with the original delivery, such as missing or damaged food.

  1. Select the affected order, which can be in any status.

  2. Click on the Order Options icon in the top right-hand corner (the ellipsis)

  3. Select Redispatch Order

  4. Select 'Ready Soon' or 'Ready Now'

  5. Submit the request by clicking on the 'Redispatch Order' button.

Request a refund

There may be occasions when a refund is required. IHD can request a refund for an order on your behalf. To request a refund for a delivery:

  1. Select the affected order. The order status must be 'Delivered' or 'Canceled'

  2. Click on the Order Options icon in the top right-hand corner (the ellipsis)

  3. Select Request refund

  4. Select the appropriate reason for the refund

  5. Submit the request by clicking on the 'Request Refund' button.

The refund request will then be lodged on your behalf with the delivery company.

Call the customer

There may be occasions when you need to contact the customer. This can be done directly from within the mobile app using your cellular service.

  1. Select the affected order.

  2. Click on the Order Options icon in the top right-hand corner (the ellipsis)

  3. Select Call Customer (you will see their phone number listed)

Get Help

When there is an issue with a specific delivery, the first step is to call the Support Team number for the delivery driver. Delivery drivers cannot be contacted directly. All issues must be routed to the Delivery Service Support Team for assistance and resolution via the listed phone number.

  1. Select the affected order.

  2. Click on the Order Options icon in the top right-hand corner (the ellipsis)

  3. Select Get Help

This will bring up the phone number and the reference number to quote. The phone number will be different depending on which delivery company delivered the order.

Note: Manually creating a new order is not currently supported from the Mobile App. This functionality is supported from the Desktop App. Refer to 'Create a delivery request' under related-articles.

Related Articles:

Applicable to the Responsive Desktop App

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