How do I manage GrabExpress deliveries for Webshop orders?

klikit can connect you with GrabExpress’ extensive driver network! 

 

Not only do klikit Webshops help unlock a new sales channel, but it also enables seamless delivery to your customers. klikit has integrated with the GrabExpress to ensure you are able to cater to online orders that come your way without mandatory commission. This can be done free of subscription fees, onboarding costs, and tons of time and effort. (Currently only available in the Philippines, Indonesia, and Singapore)

How do I set up delivery on my webshop?

Reach out to klikit Support through the klikit app (Account -> Contact Support) or email us at help@klikit.io

 

How do my customers place their delivery orders?

All your customers need to do is to select ‘Delivery’ as the desired delivery method. From here, they will be prompted to provide their delivery information, which will be shared with the rider!

 

How much is the delivery fee and who shoulders it?

The delivery fee  is determined by GrabExpress and it varies depending on factors like availability of riders and  weather conditions. The fee is shouldered by your customer.

 

Can customers cancel their orders?

Customers can only cancel their orders through the klikit system if it has not yet been accepted by your restaurant. If your restaurant has accepted the order, the customer will need to get in touch with the kitchen directly to ask for cancellation.

 

What happens if the customer calls to cancel the order?

You cannot cancel the GrabExpress delivery through klikit at the moment. You will need to contact the driver before they get to you or call GrabExpress if the driver does not respond. 

 

If I receive delivery orders, how do I coordinate with the delivery rider?

Once a delivery order is placed, you will see a “Find Rider” button on the Order Dashboard. Finding a rider can either be manually triggered or it can automatically be triggered after an order is marked ‘Accepted’ or ‘Ready’. You can reach out to us through the klikit app (Account -> Contact Support) or email us at help@klikit.io to configure your delivery settings! 

 

On the Order Dashboard once a rider is found it will show the details as well. 

 

What happens if the driver takes too long to pick up my customer’s order?

We recommend that you get in touch with the delivery rider. Their contact information is provided on the Order Dashboard. 

What if there are issues with my delivery rider?

We recommend you to 

1. Contact your delivery rider - once assigned a rider, you'll be able to see your delivery rider on your Order Dashboard. You can try contacting the rider through the phone number provided.

2. Contact GrabExpress Customer Support - We source our riders from our third-party logistics partners like GrabExpress. Their rider supply is our only source of riders to fulfill your orders. If there are issues with your rider, you can reach out to GrabExpress through this link.

What if I can’t find a delivery rider? How do I toggle manual booking for a Webshop Order?

You can choose to toggle to manually booking instead of waiting for our integrations to find a rider for you. klikit is integrated with GrabExpress, so should there be issues with their rider supply, it may take some time to find a rider for your order. 

To ensure that orders are received in a timely manner, we recommend customers to select the pick-up option during the rainy season since very few riders will be taking orders. 

To toggle manual booking for your order:
1. Find the Rider Allocating or Finding Rider button on the order

2. Click on the Rider Allocating or Finding Rider button

3. Select "Yes"

If the order automatically gets cancelled, the customer will be refunded.  To learn more about the refund process, see the article here.

Common reasons delivery riders take long include high volume of deliveries being handled, unpleasant weather conditions, heavy traffic, or a shortage of riders during holidays among other things. 

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