Introduction
Check out the Frequently Asked Questions about Beep Delivery here!
In this FAQ:
Criteria
Setting Up
Ordering
Delivery
Payment
Cancellations & Refund
Reporting
► Which subscription plans will offer this?
The Base, Advanced and Pro plans.
► Which operating systems are supported?
iPadOS and Android.
Note: Please ensure iPadOS or Android versions are always up-to-date.
► Which StoreHub app version supports pre-orders?
iPadOS: you must have at least version 2.31
Android: 1.9 (Selected devices provided by StoreHub)
► Can Beep Delivery support multiple outlets?
Yes, but your operating hours and menu must be the same across all your outlets.
► If I have my own riders for Beep Delivery, how do I select that option?
You can opt out (in the BackOffice) if you prefer having your own riders.
► If I only want to have a Self Pickup option, how do I select that option?
You can choose to only support Pick Up options by going to the BackOffice > Settings > Stores > choose the store > click the Sell Online tab and tick the 'Pick Up' checkbox.
► Can I apply for StoreHub’s logistics program and use my own delivery service at the same time?
Unfortunately, no. You can only apply one delivery option at a time.
► I have different operating hours for weekdays (10AM - 7PM) & weekends (12PM - 5PM). What should be my delivery start and end time?
You may select the earliest start time and the latest end time. If you are opening later or closing earlier, do mark all your Beep Menu items as sold out on your register.
In your case, your delivery start time should be 10AM and end time should be 7PM. Click here to find out how to mark Beep Menu items as sold out.
► I have 2 outlets, Store A & Store B. Store A uses my own rider while for Store B, I would like to use StoreHub’s logistics. Can I do that?
Unfortunately, you can’t. You can only apply one type of logistics for all stores.
► The address on my StoreHub BackOffice is my store’s address but my kitchen is in another location. Which address should I insert for delivery purposes?
The address at your BackOffice will be used as reference for the riders or customers to do pick-ups. Hence, you are advised to insert your kitchen’s address into your BackOffice (BackOffice > Settings > Stores > Edit Store).
► How do I shut down the ordering site when my shop is not open?
At the BackOffice > Beep QR Order, toggle OFF 'Put Beep Order live online'.
► Can I set minimum spend for an order?
Yes. Find out how to do so here.
► How do I change my Beep Delivery operating hours?
You can change the Beep Delivery operating hours yourself in the BackOffice.
Go to the BackOffice > Settings > Stores > choose the store > click the Sell Online tab > scroll down to Beep Opening Hours and select the 'from' and 'to' time in the dropdown menus.
► Can I have different pricing for Beep Menu and actual store?
Yes, you may do this at BackOffice > Products > Manage Products.
At the Pricing section in a Product:
Pricing Type = In-store Price
Online Price = Beep Menu Price
If Online Price is left empty, your in-store price will apply for your Beep Menu.
► Do I need an Internet connection?
Yes, you will need a constant Internet connection.
► Can I apply promotions?
Yes, do refer to this guide.
► I have 2 outlets, Store A & Store B. Can I enable Beep Delivery only for Store A?
Yes. Select only Store A’s inventory to sell online. No action is required for Store B.
► I have 2 outlets, Store A & Store B. However, Store B has an additional Collection named Collection C. Is there a workaround?
Yes. You will still need to create all the Collections including Store B’s Collection C, but at Store A’s register, mark all items in Collection C as out of stock.
► Can my customers select a time for pick-up?
Yes, they can place a pre-order with a selected pick-up time within your operating hours.
► My customer has chosen to do a pick-up but I can’t find the customer’s details on the receipt. How do I identify an order for a customer?
At your register > StoreHub POS app > Transactions > Online, you will be able to locate the order number in the order itself.
► What time will deliveries be available?
We offer deliveries from 9AM to 9PM daily.
► What are the areas covered for delivery?
We deliver within Klang Valley, Penang, and Johor.
► Can we deliver beyond a 8KM radius?
Yes, but delivering to further locations depends on the availability of the riders.
We do not recommend this as it is very likely that the delivery task would be cancelled if the delivery radius is outside of our service coverage.
► How do we know if riders deliver according to ideal distance/route?
Radius is the estimated coverage: Where it’s a straight line coordinates from Point A (MERCHANT) to Point B (END USER/CONSUMER).
Due to variable factors, such as rain, road blocks and so on. Depending on the factors, the delivery route may vary and also my result in a longer or shorter route and delivery time as it is an ESTIMATED route from Point A (MERCHANT) to Point B (END USER/CONSUMER)
- This is an estimation of routes from Google Maps API
► Would we be able to track our riders on duty?
No, our logistic partners are unable to provide such information at the moment.
► How can I change the amount of the delivery fee?
You may follow the steps here to edit the amount.
► What is included in my customer's payment?
Your customer will be paying for:
- Total amount of item(s) ordered
- Delivery fee as inserted in your BackOffice
► There is a surcharge of RM1.50 for all take-away orders in my store, how do I include this in a customer's transaction?
There is no option to apply surcharges in a transaction upon check-outs. However, you may include the surcharge in your individual Product prices at BackOffice > Products > Manage Products > Online Price.
► Where can I find my transactions?
Transactions are saved in the iPad > Transactions > Online.
In the BackOffice, they are saved at Online Store > Order Management.
► When and how will I receive gift voucher payment?
Payouts will be sent together with order payments every Tuesday.
► If my customer has not redeemed their gift voucher, will I receive the payout?
Yes, you will. As long as your customer has completed payment for the voucher, we will issue the payment to you via payout.
► What do the order statuses mean?
For StoreHub's logistics program:
For merchant's delivery service:
For pick-up by customer:
► How do I cancel an order?
Cancellation is not doable at the moment. If you are unable to fulfill an order due to any reasons, do contact StoreHub's Care Team as soon as possible.
► My customer has ordered an incorrect product, what can I do?
Refunds are not allowed once the product is sold. Merchants may offer an exchange to the customer without payment refund.
► Customer’s order is missing & Partial Refund is needed, how should I proceed?
E.g. Customer ordered 5 items but received only 4 items.
Merchant is required to issue a manual refund at their end if necessary. StoreHub will make full payout to merchant for completed orders.
► Customer has keyed in the wrong delivery address, can I correct it?
No, the information cannot be amended. However, the customer may contact the rider for a detour if it is feasible. Additional charges may apply and no refunds will be allowed.
Alternatively, you may contact us to cancel the order and get the customer to place a new order.
► Customer has purchased a gift voucher by accident, can they cancel the transaction?
No, refund and cancellation are not allowed for gift voucher purchases.
► When an order is cancelled, when will my customer receive the refund?
Credit Card - 7 to 14 working days
FPX - 5 to 7 working days
Ewallets - On the same day payment is made
► How would my sales/shift report look like?
Orders made on Beep are considered Online sales and currently NOT included in your sales/shift report.
► I have 2 outlets, Store A & Store B. How do I view sales by store?
You can view all sales in Online Store > Order Management and filter based on the outlet.
► When and how will payment be made to merchants?
Payout to merchants is done by every Tuesday.
We will make payment directly to the bank account that is stated in your BackOffice.
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