Around one-fifth of Flowwow customers don't provide precise recipient location details, complicating the determination of delivery fees during ordering. To tackle this issue, we've developed a system for charging an additional payment for delivery once the recipient's address is specified, and we're continually improving it.
Тhe system handles everything: it verifies the delivery zone based on the address and sends the customer an invoice for any additional payment required. The shop only needs to confirm receipt of payment and delivery of the order.
How does it work?
Since the customer may not know the recipient's address, they can choose 'Check the address with the recipient' when placing the order, providing their city and phone number. On the delivery day, the recipient gets an SMS with a link to confirm their address and select a suitable time. From this point, several scenarios can unfold:
- The recipient accesses the link and enters their preferred address and delivery time
- They cannot follow the link, so they contact Flowwow support for assistance in adding their details
- The shop contacts the recipient directly and enters the data manually
Once the address is entered, the customer will be notified about the requirements for additional payment:
- They can tap on the push notification to navigate to the surcharge page within the app
- Alternatively, a customer can use the link provided in the SMS and email to make an additional payment
- If a customer has missed all notifications, they can request a link through the support chat to proceed with the surcharge
The customer covers the delivery cost, and the shop dispatches the order to the specified address.
Dealing with issues related to the surcharge payment
- The customer does not pay for the delivery
When opting for 'Check the address with the recipient,' the customer receives a notification regarding an additional payment upon confirming the delivery address. If the surcharge goes unpaid, contact the customer to remind them of the approaching delivery time and clarify that the item cannot be dispatched until payment is made.
Settle all financial matters immediately: we advise against delivering orders without receiving an additional payment. We cannot guarantee that the surcharge will be paid after order completion.
We are unable to deduct or withhold an additional payment from the customer, as each transaction is unique and they are responsible for its completion. Once the order is finalised, you will not be able to call the customer, nor will we be able to provide their phone number — as doing so would violate privacy regulations. The order chat will remain available within the app.
- The customer has not received a link to pay the surcharge, or they have failed to make a payment
If the customer experiences difficulties paying the invoice or does not receive the link, please get in touch with Flowwow support through chat.
- You cannot reach the customer
First, send a message to the customer through the order chat and await their reply. The customer might be in a different time zone and will get in touch later. If they do not respond, you can give them a call: open the order chat, then click on the three dots in the upper right corner — you will see the 'Call' button. Refrain from cancelling the order immediately — reach out to the Flowwow support chat, and we'll be able to assist.
Make sure to inform the recipient that the delivery time will be changed. We suggest 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 your address.’ Under no circumstances should you ask the recipient to pay the surcharge, even if they insist on doing so.
- The customer contacted you after finalising the order and wants to pay the additional fee
Feel free to request a new payment link through our support chat or refer the customer to us if they encounter any difficulties making a payment. We're here to assist and provide guidance whenever it is needed.
- The surcharge amount has been calculated incorrectly
Reach out to Flowwow support chat at your earliest convenience, but before the customer has made the payment. Our team will investigate the underlying issues and make the necessary adjustments.