Help & FAQs - Orders app

If you’d like to add an additional Store to Glovo and your Orders app, please send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

The delivery fee is calculated dynamically for each user and store.

The main factors that impact the delivery fee are:

• Delivery distance
• Commission predicted for the Partner order
• The delivery fee may be higher during bad weather such as rain to compensate for higher payment to couriers.

By focusing on the following parameters, you can improve your positioning on the app:

• Conversion rate: Partners who run promotions, keep the menu updated and fix the right price will get more sales and therefore they will be ranked higher in the wall.
• Partner Performance: Partners who perform better in terms of ratings, waiting time and cancellation rates, will have a better position on the app.
• Newness and Fairness:New Partners and exclusive partners will be ranked higher in the wall. Also we will make sure all partners have a fair chance at being successful with Glovo.
• Distance Factor:Partners who are closer to the delivery address of the user will be ranked higher in the wall.

Read more about Glovo Ranking on this post (link to news)

To calculate your store rating, we take into account the customer ratings from thelast 100 orders over the last 60 days. The rating is calculated once a day at 5am (it includes all of the orders rated by customers up until that time.

“For problems or incidents related to ongoing orders, call us on the Partner Support number that you’ll find by clicking on “Help and resources” in the Profile section of the Partner WebApp:

*If you’re a Marketplace Partner, call

For any other questions, please send us a message by clicking on the “”Help and resources”” button in the Profile section of the Partner WebApp, and we’ll get in touch with you as soon as possible.”

If your device is not receiving orders, firstly make sure that it is correctly connected to wifi by accessing the device’s quick settings.

Secondly, try to use a different connection device such as the hotspot of a smartphone for example.
If you are still having issues connecting your device to the wifi, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

If you’re having booting issues, try restarting the device. To do this, try pressing and holding down the Power and Volume Up key buttons simultaneously until the device turns off. Then press the Power button once more to turn on the device.

If the problem persists, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

First, verify that the device is properly connected to WiFi. To do so, access the device’s Quick Settings menu by swiping downwards from the top of the screen and tapping on the Settings icon located in the top right-hand corner. Tap on WiFi and verify that your network status is showing as Connected.

If the Orders app continues to display the error message “Web page not available”, close all active apps. To do so, tap on the Recent Apps icon located at the bottom of the screen and then select the Broom Icon to close all active apps. Relaunch the Glovo Orders app. If the problem persists, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

If your Glovo device is not working, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

Access the device’s Quick Settings menu by swiping downwards from the top of the screen and tapping on the Settings icon located in the top right-hand corner. Tap on Volume Keys Custom and disable it by tapping on the switch. The switch should turn gray as shown below (that means it’s deactivated).

Verify that the device’s volume is set to maximum by pressing the Volume Up key located on the side of the device. The orange volume bar must be set to maximum as shown below.

Head to the Quick Settings menu once more by swiping downwards from the top of the screen and tap on the Settings icon located in the top right-hand corner. Tap on Sound. Both the Media volume and Notification volume bars should be set to maximum by sliding them to the right.
If the problem persists, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

The Orders app is the tool that allows you to manage your orders on Glovo and more specifically to:

• Receive and accept orders
• Check orders details
• Deactivate unavailable products
• Deactivate the store if it’s closed
• Access the order history
• Contact Glovo for ongoing orders

Note: Partners that connect through the Android app, will be able to receive important updates and notifications directly on your phone or tablet (only available in some countries).

To log into your account, access the Orders app from the device that better suits to your business:

1.  From your Glovo Sunmi device. This is our own device that you can use to receive Glovo orders with its embedded printer for tickets.
2. By visiting the web partners.glovoapp.com available in any browser of a tablet, mobile or desktop.
3. By downloading the android app (Glovo Partners: Orders) on Google Play (only available in some countries)

If you don’t remember your password, you can reset it by clicking on “Forget my password”.
If you experience any issues in this process, contact Partner Support by calling our Partner Support phone number.

Equally, if you don’t remember your username, please contact Partner Support by calling our Partner Support phone number. An agent will provide you with the email address you have used during the onboarding process.

In the Profile Section of the Orders app, you’ll be able to find three types of contacts. It is important to always keep them updated as it will ensure that you and any other employee at your store receive the right information from Glovo:

• Operations Contact (can be viewed and modified via the Orders app and Manager Portal)
  This is the person located at the store managing the day-to-day business. Generally, it’s the store manager. However, you can also add an additional email of a store employee.
  This contact will receive:

– Responses from our Partner Support team to the messages you or your team send us through the Orders app.
– Operational communications such as information about new Orders App features, holiday reminders, guides on how to use the Orders app, etc.
– Calls about any matters regarding ongoing orders.

• Business Contact (can be viewed via the Orders app and modified via Manager Portal only)
  This is the key decision maker for the business. It might be the business owner and/or another person in charge of managing the overall business, not necessarily located at the store.
  This contact will receive:

– Business-related information, such as performance reports or marketing promotions.
– Relevant communications shared with the daily Operations contact for visibility.

• Invoicing Contact (can be viewed via the Orders app and modified via Manager Portal only)
  This is the person/people in charge of invoicing and payments.
  This contact will receive:

– Invoices and any other information regarding the invoicing process and payments.

Note: You can add up to two different email addresses for each type of contact. Also note that the same person can be added to different types of contacts.

If you’d like to change your store’s menu and pictures on the Glovo app, access the Menu Manager managers.glovoapp.com and log in with your Glovo partner credentials

• If you want to add a new product to your menu click on the “”+”” button on the top of the page. You will be able to upload your photos and create new dish.
• To edit an existing product, navigate your restaurante menu. Add or replace the product picture by clicking on a product and replacing its picture with a new one.

Find more about the Menu Manager in our tutorials section (link)

Note: If the Menu Manager is not available yet for your store, please send us a message by clicking on the “”Help and resources”” button in the Profile section of the Orders app to request your menu change. Please remember to send your request at least 7 days in advance, as this is the maximum time our team will need to perform the changes.

Glovo customers expect to see affordable prices for the products. It motivates them to place orders from your store, leading to increased orders and volumes. 

You can update the price of the product in both the Orders app and the Manager Portal. 

Orders app: 

1. Go to the “Products” section.
2. Click on the icon of the green pencil on the right side of the product. 
3. Update the price and press “Save”.

Manager Portal:

1. Go to the “Menu” section and choose “Products”. 
2. Click on the product and scroll down to the “Price” field. 

Update the price and press “Save changes”.

If you want to add additional products to your menu on the Glovo app, access the Menu Manager managers.glovoapp.com/products and log in with your Glovo partner credentials.

Add a new product by clicking on the “”+”” button on the top of the page. You will be able to upload your photos and create new dish.

Find more about the Menu Manager in our tutorials section (link)

Note: If the Menu Manager is not available yet for your store, please send us a message by clicking on the “”Help and resources”” button in the Profile section of the Orders app to request your menu change. Please remember to send your request at least 7 days in advance, as this is the maximum time our team will need to perform the changes.

If you run out of a product on your menu, select the product and click on “Disable”. You can choose to disable it for a set period of time. Remember to reactivate the product once you have it back in stock so your customers can order it. Follow the same procedure for the “Attributes” category.

You can also disable a product through the Menu Manager. Go to to managers.glovoapp.com an log in with your Glovo partner credentials.

To disable an existing product navigate your restaurant menu and click on the product you want to modify. You will also be able to:

• Change or upload a new image
• Rename the product
• Edit the description
• Select another section
• Edit the price
• Select if your product is enabled or disabled

In the “Reports” section of the Orders app, click on “History” to see a summary of all the orders completed with their corresponding dates, times, order codes, and totals.

Click on “Filter” to only see orders completed on a certain date or that meet certain criteria (for example, orders that were cancelled).

If you plan to close on national holidays or for some time off, schedule your store closure by clicking on the house-shaped icon that you’ll find in the upper right-hand corner of the Orders app.

Under exceptional circumstances, you can temporarily close your store on the Glovo app if necessary. For example, if your store is saturated.

To do so, click on the house-shaped icon that you’ll find in the upper right-hand corner of the Orders app. You can close your store temporarily for half an hour, for an hour or until the end of the day.

To change your store’s opening hours, head to the Profile Section of the Orders app and click on the “Edit” button next to your store’s schedule. You’ll be able to modify your opening and closing hours depending on the day of the week.

For issues related to ongoing orders, please call Partner Support for assistance. Find here how to contact Partner Support.

You can edit your business contact in the profile section of the Orders app.

Yes, you can call the user directly or send us a message by clicking the “Help and resources” button in the Profile section of the Orders app.

For issues related to ongoing orders, please call Partner Support for assistance. Find here how to contact Partner Support.

For issues related to ongoing orders, please call Partner Support for asistance. Find here how to contact Partner Support.

If, under exceptional circumstances, you realize you have run out of a product a customer has just ordered:

Call the user to offer an alternative. You can find the user’s telephone number in the order details on the Orders app.
*If the user agrees to have the product replaced, follow the steps below to change the order in the system. This way, the user will get the right receipt with the final product list and their prices:

– Select the order you want to modify, find the product to replace and click “Edit”.
– Click on “Replace”, then select the alternative product and click “Save”.

If the user isn’t interested in the alternative, please send us a message by clicking the “”Help and resources”” button in the Profile section of the Orders app and ask for the order to be cancelled.

Remember to also disable the unavailable product on the Orders app as soon as possible so that more users don’t end up ordering something that’s not available.

If you forget your Orders app username or password, first of all try to locate the email in which these details were sent to you. This email was sent during your Glovo onboarding process. If you can’t locate it, you can reset it by clicking on “”Forget my password””.

If you can’t log in or recover your password, please call Partner Support (Link to Partner Support Page)

For issues related to ongoing orders, please call Partner Support for assistance. Find here how to contact Partner Support.

If, under exceptional circumstances, you need to cancel an order, please contact Partner Support for assistance. Find here how to contact Partner Support.

If you’ve received an order and your store is already closed, follow these steps:

• Please contact Partner Support for asistance. Find here how to contact Partner Support (link to contact page) to cancel the order.
• Update your store’s opening hours on the Orders app. To do so, head to the Profile section and click the “Edit” button located next to your opening hours.
• You’ll see a pop-up window where you’ll be able to change your store’s opening and closing hours depending on the day of the week.

Under exceptional circumstances, you can temporarily deactivate your store on the Glovo app if necessary. For example, if your store is saturated. To do so, click on the house-shaped icon that you’ll find in the upper right-hand corner of the Orders app. You can close your store temporarily for half an hour, for an hour or until the end of the day.

You can also schedule store closures for a period of time if you plan to close on national holidays or have some time off.

You can enable and disable products and attributes depending on their availability.

If you run out of a product on your menu, select the product and click on “Disable” on the Orders app. You can choose to disable it for a set period of time.

Remember to enable the product again once you have it back in stock so your customers can order it.
Follow the same procedure for the “Attributes” category.

Generally, if an order was cancelled due to the customer and you had already accepted it, you’ll receive a notification in the Orders app and you’ll be refunded for that order. This notification will confirm if the order will be paid for or not.

For issues related to ongoing orders, please contact Partner Support for asistance. Find here how to contact Partner Support.

Note: This section does not apply to Self-delivery Partners with their own couriers.

You can review past orders in the “Reports” > “History” section of the Orders app. There you can filter your orders by:

• Time period
• Incidents (bad ratings, cancelled orders, refunds)
• Payment method

You can enable and disable products and attributes depending on their availability. If you run out of a product on your menu, select the product and click on “Disable”. You can choose to disable it for a set period of time.

Remember to enable the product again once you have it back in stock so your customers can order it. Follow the same procedure for the “Attributes” category.

The courier will be picking up your orders and delivering them to the customer.

Before giving the bag to the courier:

• Go through the ticket again to make sure all products are included (it’s sometimes easy to forget about drinks and small items like sauces).
• Seal the bags properly with staples or stickers to guarantee that the customer receives the order exactly as you prepared it.
• Double-check the ticket code to make sure you’re handing over the right order. If an order requires multiple bags, please ensure all of them are picked up.

The following information is displayed for each order:

• The order ID code
• Store name and address
• Customer details (including their telephone number)
• The estimated pick-up time
• Order description (allergy information)
• Courier details
• Total order amount

If you are a Marketplace Partner, the following courier related items won’t be displayed:

• The estimated pick-up time
• Courier details

Every time there is a cancellation for one of your ongoing orders, a pop-up will be displayed in the Orders app with the following information:

•  Cancellation reason
• Order code
• Details and quantities of products in the order

In the “”Order history”” section of the Orders app (Reports → History), all the cancelled orders will have an X. You can click on the order to check the details of the cancellation (e.g the cancellation reason, if any charges apply, etc.).

In the Orders app you will see the estimated pick-up time before accepting an order and while it’s being prepared.

Note: This section does not apply to Self Delivery Partners

When receiving a new order, the Orders app will start ringing and the order will be highlighted. Click on the order, review it and tap on the green button “Accept”. The order will automatically move to the “Accepted” list of orders.