About 20% of Flowwow customers do not know the exact address of the recipient, so it is impossible to calculate the delivery fee when ordering. In this case, we have created a system of additional payment for delivery after specifying the recipient address and are constantly upgrading it.
Previously, shops had to calculate the delivery cost themselves and issue an additional invoice to the customer. Now, the system does everything for you: it checks the delivery zone where the address is located and issues an invoice to the customer for additional payment with the required amount. The shop only needs to check if they received the payment and delivered the order.
How does it work?
The customer does not know the recipient's address, so when placing an order, they select 'Check the address with the recipient' and indicates their city and phone number.
On the delivery day, the recipient receives an SMS with a link to specify the address and a convenient time. From this point, there are several options for how things can develop:
- The recipient follows the link from the SMS and enters the desired address and time on their own.
- They cannot use the link, so they contact Flowwow support, and we enter the data.
- The shop itself calls the recipient and adds the address and time.
After entering the address, the customer receives a notification about the need for additional payment:
- Through push notification, you need to click on and go to the surcharge page in the app.
- Link via SMS and e-mail, by which you can make an additional payment.
- If a customer has missed all notifications, they can request a link for a surcharge in the support chat.
The customer pays the delivery cost, and the shop sends the order to the correct address.
What to do if something is wrong with the surcharge payment
The customer does not pay for the delivery
When choosing 'Check the address with the recipient', the customer sees a notification about an additional payment once the delivery address is known. If the customer does not pay, message or call them to inform them about the delivery time approaching, and without a paid surcharge, you will not be able to send a courier to the recipient.
Solve all financial issues immediately: we do not recommend delivering orders without a surcharge paid, as we do not guarantee payment after the completion of the order.
We cannot write off or withhold a surcharge from the customer since each transaction is individual, and they are responsible for making them. After completing the order, you will not be able to call the customer, and we will not be able to provide their phone number — it would be a personal data law violation. Order chat will continue to be available in the app.
The customer has not received a link to pay a surcharge, or they fail to make a payment
If the customer is unable to pay the invoice or does not receive the link, please contact Flowwow support via chat.
You cannot get a hold of the customer
First, message the customer in the order chat and wait for a response. If they do not answer, you can call them: enter the order chat, go to the upper right corner and click 3 dots - you will see the 'Call' button. Among other things, the customer may have a different time zone and will contact you later. Postpone cancelling the order immediately – text the Flowwow support chat, and we will help.
Be sure to notify the recipient that the delivery time will change. We recommend sending them the following message: 'Unfortunately, we had to reschedule the delivery time, as the sender has not yet completed the order. We will contact you later to confirm a convenient delivery time and address'. Under no circumstances should you ask the recipient to make an additional delivery payment, even if they insist.
The customer got in touch after completing the order and wants to pay the surcharge
You can request a new payment link in the support chat or direct the customer to us if they are unable to pay. We can help and guide.
The surcharge sum is calculated incorrectly
Contact Flowwow support chat as soon as possible before the customer has paid the bill. We will check the root causes and make any necessary adjustments.
