Glovo Platforms Update for Groceries and Retail Partners in Glovo

⚠️ IMPORTANT: Please note that this content is only applicable to grocery and retail partners in Glovo. If you manage a restaurant, read about platform updates that apply to you in this article. 

At Glovo, we are committed to continuously improving the tools and services we provide to you. To give you better product solutions for our platforms, we need to make some temporary changes that might impact your experience. 

In this article, we will outline these changes and provide you with detailed guidance on how to adapt to them smoothly.

Change 1: Handling order cancellations due to product availability or incorrect pricing

If you have an ongoing order but realize that you have an unavailable product, here is what you can do: 

1️⃣ Call the customers to offer them alternatives you can provide. 

2️⃣ Replace/remove/edit products of the ongoing order by clicking on the “Edit” button of the accepted order in the Orders app.

3️⃣ Deactivate unavailable products in the “Products” section of your Orders app by clicking on the product and a “Disable” button. 

If your customer doesn’t agree to changes or the price of the order is not correct, call our support team at +254 20 5002062 to cancel the order. 

⛔ Please, do not rely on the courier to handle such orders because they will not be able to modify the order in their app. 

We plan to give you more flexibility on modifying ongoing orders, so treat this change as a temporary solution. Soon we will communicate more updates with you!

Change 2: “Invoices” section in the Orders app

Starting from 7/10/2024, invoices will no longer be available directly in the Orders app. To make the app more secure, we have decided to deactivate this access. But it means that you will still receive your invoices via email after each billing cycle. 

📝 If you want to change the email address to receive your invoices, go to the “Account settings” section in your Manager Portal and edit the “Invoice contact details” subsection. 

We are currently working on improving the Manager Portal, the tool for your business and growth management. Please bear with us while we work on the upgrade, and, as always, we will communicate with you about any change.   

Change 3: Adjustment of your working hours

With the upcoming replacement of your Orders app by GoDroid, we need to adjust your working hours to ensure you have time to prepare your customers’ last orders. 

Your customers will see your store open in the Glovo app until 30 minutes before your actual closing time, which will give you time to prepare the last order. Rest assured that this doesn’t change the amount of serving hours you have in a day. It is only reflected to the customer.

You don’t need to make any adjustments in your schedule as we will take care of all the changes.  

We recognize that adapting to new changes can be challenging, and we are dedicated to assisting you throughout this transition. We appreciate your patience as we prepare to share more updates with you in the coming weeks. Stay tuned for new developments that we believe will significantly benefit your interactions with our services.

Change 4: Evidence of the customers’ refunds in the Manager Portal

After 7/10/2024, in the “Order history” section of the Manager Portal, you will not see the photos that were provided by the customers as evidence to request a refund of their order.

We understand that not knowing the grounds on which the refund was issued to the customer might create additional questions. So, please contact our support team by clicking on “Need help with this order” in the “Order history” section of the Manager Portal to resolve any doubts.

Change 5: New process for managing your catalog in the Manager Portal

Since we will be moving to a new portal in a few months, in the “Menu” section of your Manager Portal, you will see these two changes during this period:

 1️⃣ You can only update prices and product availability on your own. Here is what you should do in this case: 

• Select a location for which you would like to make a menu update. 
• Download your catalog by pressing the “Export to CSV” button. 
• In the downloaded CSV file, make the necessary changes to the products in the “Price” and/or “Availability” columns. 
• Upload the updated CSV file by clicking the “Upload CSV” button. 

2️⃣ For other changes to your catalog, you need to contact our support team. 

• You will see a “Contact support” link in the “Menu” section. 
• Also, you can go to the “Help” section of the Manager Portal, click “Create” and choose “Update products or menu” reason.