What should I do if some items in the order are not available?
Please cancel the whole order (the customer will be notified) and notify Kopetro about the out-of-stock item. In the future, we will allow single-item cancellations instead of whole orders.
Shouldn’t the runner update the status to “Pick Up”?
We are planning to develop a runner app. Therefore, the merchant is encouraged to mark the order as ready after the order is prepared for now until the runner app is ready.
Where can I view the order details?
You can view the order details on the PAST page, except for cancelled orders.
How do I know how much I should be collecting from Kopetro at the end of the day?
We are currently working to have the amount to be displayed in the terminal. As a workaround, Kopetro will pass a copy of the list of orders to the merchant upon settling the payment of the day.
Can I turn off the terminal?
We do not encourage the merchant to turn it off at any time.
Who should I contact if there is anything wrong with the terminal?
For terminal or login account issues, please Whatsapp our Setel Merchant Assistant at 018-9899133.
Will the merchants be able to stop accepting orders?
Yes, the merchants will be able to disable their store from the Concierge App via the terminal if they are too busy to handle incoming orders.
Will the merchants be able to cancel orders?
Yes, the merchants will be able to cancel orders during the alert screen and after accepting an order on the order details page.
Will the merchants be able to edit orders?
Not at the moment.
A new operating structure will need to be discussed between Group Digital and KOPETRO regarding the handling of editing orders.
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