Glovo Platforms Update for Restaurants

⚠️ IMPORTANT: Please note that this content is only applicable to restaurant partners in Glovo. If you are a grocery or retail partner, 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 detailed guidance on adapting to them smoothly.

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

Products or prices that need to be updated can lead to order cancellation. Since it is proven to be the worst customer experience, you should prioritize avoiding it to save a positive customer experience. 

Until now, if you had an ongoing order but some products were not available or the price of the product was wrong, you had three options: 

• Make the changes in your Orders app. 
• Ask the couriers to correct the price in their app.
• Call our support team at +256205491128 or send a WhatsApp message at +256323510202 . 

Now, starting from 16/09/2024  and depending on the tool you use, you need to make these changes yourself. There can be 2 scenarios: 

Scenario 1: You call the customer and they agree to receive the order without an unavailable product or have it replaced by another product of the same price. 

Scenario 2: You call the customer and they want to cancel the order. 

What else can you do?

The most important thing is to keep your menu updated in the “Menu” section of your Manager Portal.

Here are the things you can do there: 

✅ Edit products by changing their name, description, and photo. 

✅ Permanently delete unavailable products.

✅ Change a product price. 

✅ Enable/disable a product. 

✅ Add/edit/delete sections of the products. 

✅ Add/edit/delete options (attributes) of the products. 

Change 2: “Invoices” section in the Orders app

Starting from 16/09/2024, 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: Evidence of the customers’ refunds in the Manager Portal

After 16/09/2024, 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 4: 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.