Manage your orders Archives

Follow this steps to manage your orders

Receive an order.
Review and accept the order.
Print the ticket. You can print the ticket with the Glovo Sunmi or with your own device.
Prepare the order.
Did you realize that you run out of a product that was just ordered to you?

If you forgot to deactivate a product that you run out of and the customer already made an order, please call him/her to offer an alternative. If the customer accepts, you can modify the order straight from the Orders app. Otherwise, if the customer wishes to cancel, please contact Partner support to cancel the order. Read more on how to edit products here.
Push the “Mark as ready” button once the order is prepared and ready to be collected. After pressing the button, the courier will be notified that the order is ready to be collected.

By using the “Mark as ready” button you will be able to:

-Deliver orders quicker and improve user satisfaction as a result.

-Ensure the food arrives warm to the customer.

-Reduce the waiting time for couriers and therefore the number of couriers waiting in your store to collect orders.

-Utilize couriers more effectively so that there are more couriers available when you need them.

Note: The “Mark as ready” button is not yet activated in all cities

If you have your own couriers and you are using Glovo only to receive additional orders, please click on the “Dispatched to courier” button once you’ve handed over your order to your courier. Then the order will automatically move into the “Delivered” section. If you don’t click on this button, the order will continue to be displayed in the “accepted” section for the next 2 hours.

The courier will arrive at your store to pick up the order.
Orders are identified with a 3-digit number pick-up code. This code is prominently displayed for each order in the Orders section of the Orders app as well as on the upper side of the printed tickets. For any other matters other than the pick-up, please keep referring to the original Order ID code, which is the unique identifier of each order.
Deliver the order to the courier.

Additional information to take into account during the order process

Bundled orders

On some occasions, some orders will be grouped with others. That means that the courier will pick up two orders from different customers from your store at once (without having an impact on the delivery time).

How do you know if an order is bundled or not?

A bundled order includes a grey section which displays the code of the other order that it’s bundled with. Take into account that only two orders can be bundled together. What’s more, an incoming order might be grouped with an order that’s already been accepted, which will mean you’ll find it on the “Accepted” list. Take into account that the printed receipt won’t identify bundled orders, so you will have to check this information on the Orders app on your device.

How do you manage orders paid in cash?

You will know that an order is going to be paid in cash if the order shows the cash symbol on the Orders app.
When the courier arrives at the store to pick up the order, he/she will pay you the total amount in cash (excluding shipping costs to be paid by the user). Please remember that it is the Partner’s responsibility to request the payment to the Courier
Remember that you can also ask for a confirmation of the payment method by verifying it on the courier’s device. When the courier does not have to pay the order in cash, no indication is given on the Orders app in your device and in the order’s print.

Take away orders

When users place an order in the Glovo app, they will be given the option to pick up their order directly from your store, instead of having it delivered to them by a courier.

The user places their order on the Glovo app and selects whether they wish to go and pick the order up at your store.
The order will be communicated to you in the same way as the rest of the orders in the Orders app. You’ll be able to identify them because in the ticket the following text will appear: “user picks up the order”.
The user picks it up directly from your store: they will show you the Pick-Up Code so that you know which order to hand to them.
Once you have handed over the order, you’ll have to click the “Mark as picked up” button that will appear on the the Orders app.
Note that these orders will be paid through the Glovo app, never in cash.

Need to review your orders?

You can review past orders in the Reports History Section.

You can filter your orders by:

Time period.
Incidents.
Payment method.

The icon on the order indicates the order was:

Cancelled.
Refunded to customer.
Negatively rated.
Paid in cash.

Cancelled orders

Every time there’s a cancellation of one of your ongoing orders, a pop-up will be displayed indicating:

Order code and customer’s name.
Product details for that order.
Reason for cancellation (user wanting to cancel, Partner not having products available, etc.).

Canceled order, will I still be paid?

Cancelled Orders appear on the Orders app under Reports > History with a cross icon. Click in any order to check the reason for the cancellation and if payment applies.

How to avoid order cancellations

Canceled orders lead to user dissatisfaction and may cause customers to stop ordering.

Disable products if you run out of them

Immediately disable the item in the products section of the Orders app or with the Menu Manager. Also disable that ingredient in all products that contain it and once the product becomes available, remember to enable it again. You can disable products for a short period of time.
What if you get an order for a product you don’t currently have?

Call the customer to offer them an alternative. If the customer agrees on replacing the product, change the order in the system by editing the accepted order and clicking on replace. If the customer decides to cancel the order, call the Partner Support phone number to cancel the order. Avoid running out of stock again in the future – Identifying which products caused the cancellations in the past will help you in this purpose.
Deactivate the store if you can’t serve orders.

If you’ll be on holiday or your store is saturated, remember to close your store. Otherwise, orders placed will end up cancelled.

If you close the store too often, customers might get confused and order less in the future.
Always have packaging available

Try to have enough stock of packaging so your orders can be delivered correctly. Looking for packaging? Visit the Glovo Store to find all that you need to deliver your orders.
Prepare and handle orders as fast as possible

Start preparing the order as soon as the notification comes through. Happy customers always return. If it takes too long for the user to receive the order, they might end up cancelling it. Remember to notify that the order is ready on the Orders app! This will help to improve the logistics and notification to the customers.

Do you have a problem with a current order?

Please contact Partner Support for assistance.

If you have any other questions not related to ongoing orders such as inquiries about Glovo or how to use the Orders app please review our FAQs and our Tutorial & Tips section. You can also send us a message via the Profile section on the Orders app and we’ll contact you as soon as possible.

Why are ratings important for your business?

Did you know that users rate your store on the Glovo App after receiving each order? This rating is then displayed to all users on the App.

The better the rating, the higher the chances of:

Acquiring new customers.
Retaining existing ones.
Getting additional orders.

Five tips to avoid bad ratings

Did the customer leave any comments?
Always read the note section in the order detail to see if the customer left any special request to take into account to prepare their order.
Are all products inside the bag?
Before giving the bag to the courier, go through the ticket again to make sure all products are included. Drinks and small items, such as sauces, are often left out!
Time to seal the bags
Sealing the bags properly guarantees that the customer receives the order exactly as you prepared it. We recommend using stickers to seal the bags. Looking for packaging or stickers? Visit the Glovo Store to find all that you need to deliver your orders
Did the courier pick up the right order?
Double check the ticket 3-digit code to make sure the right order is being handed over. If the order requires multiple bags, make sure all are picked up.
Optimizing the packaging process helps!
Creating a set of steps for the employees to follow or appointing a specific reviewer to double-check all bags before handling them over is often effective

Increase customer satisfaction by preparing orders on time

The sooner the user receives an order, the happier the user is, leading to more orders and better rating for the Partner.

It’s important that you don’t wait until the courier arrives to start preparing the order. Right after receivig the order notification, start preparing the dish – else couriers might re-assign orders from your store to other couriers to avoid the wait time and this will increase the delivery time to the customer.
If your store is saturated, deactivate the store in the Orders app.However, make sure to deliver all orders that were accepted prior to the deactivation
Ensure the wifi and device run smoothly. Having a separate network for clients and the business improves the wifi speed.

Monitor your performance

The Dashboard is the place where you can find insights on your business performance. From the Dashboard, you can:

Analyze the growth metrics such as Orders, Gross sales or Average order value.
Keep an eye on your operational performance by observing Cancellations, Refunds and Preparation Time.
Monitor customer satisfaction metrics such as ratings, reviews, Product issues and Performance.

Tip: For detailed information about each metric, press on the question mark next to it.

Tutorials & Tips - Manage your orders

Discover our tutorials, advice, and educational resources for Partners