Through Switchboard you can now place multiple orders to different restaurants of a combo store without the customer incurring several delivery charges. Here's a short video to show you how to do it or you can read through the instructions below:
Customers using the Call Centre for delivery orders from combo stores will now see reduced delivery fees. When a customer's initial order qualifies for delivery—with or without a delivery charge—any further orders made at combo stores for the same customer and address within the store's preparation time will not incur delivery charges.
Step 1: Ensure that the Order Placed by the Customer Qualifies for Delivery
Enter the delivery address of the customer onto the system to confirm if they qualify for delivery.
If you wish to know more about placing an order for delivery, please see the outlined steps on how to start an order for delivery.
Step 2: Ask the Customer if they Intend to place additional orders.
When selecting a combo store for new orders, any linked stores will be highlighted in red beneath the chosen one. This is the moment for customers to inquire about ordering from a linked combo store to benefit from waived delivery fees. For instance, ordering a qualifying item for free delivery from one store can eliminate delivery charges for subsequent orders from different linked stores, even if those items typically do not qualify for free delivery on their own. Clicking on the highlighted store name opens the ordering platform for that specific brand and location.
Step 3: Begin the first order and until completion
Select the “New Order” button to begin the customer's order (See Figure 1). Once the items have been added to the basket and confirmed with the customer, proceed to checkout to place the order. Select “Place Order” to place the customer's first order.
Step 4: Begin the next order from the available combo store
Once the first order has been placed successfully, the agent can begin the next order on the Order Confirmation page. As shown in Figure 2, they can select “Order Now” to order from another outlet (typically another brand). When the agent selects this, a pop-up will appear with the available stores for them to order. The platform will automatically calculate whether or not the delivery fee should be suppressed.
Figure 2
Step 5: Place the next order at the selected available combo store
On the displayed pop-up, the agent can select the store they wish to place an order for (See Figure 3). Once the store has been selected, they will be taken to the Switchboard Ordering Page of the customer to begin the next order.
(If the Call Centre agent changes the customer's address on this step, the delivery fee removal will no longer be in effect)
Figure 3
Step 6: Complete the Next Order
Once “New Order” has been selected for the next restaurant, the agent can begin placing the order and proceed to the checkout page. At the checkout page, a message is automatically added to the Order Instructions to ensure that the Agent, Customer and the Delivery Provider are aware that these orders placed should be delivered together to the customer.
(See Figure 4)
Figure 4
Frequently Asked Questions:
When can a customer order from multiple stores with no additional delivery fee?
Customers can now enjoy the convenience of ordering from multiple restaurants within a Combo Store Environment without incurring additional delivery fees for subsequent orders. This offer is available to customers ordering from within the delivery zones of the Combo Restaurant, allowing them to place orders from the original store as well as any linked combo stores, all under a single delivery charge.
What if a customer orders again and the driver has left with the first order?
This would be highly unlikely as there is a brief window where this feature is open to Agents and Customers to utilize. As it currently stands, each store has a standard Prep time that is taken into account when customers are looking to place multiple orders. Should an order be placed within this Prep time of the store that received the original order, the delivery fee will not be charged. However, should a customer place an order past this set Prep time, the customer will be charged for delivery.
What items can’t I add to multiple delivery orders?
Items and Promotions that are for collection only cannot be used when placing multiple orders for delivery. These items remain as collection only items and will be unable to be placed for delivery. Collection orders cannot be linked to delivery orders.