A vital part of running a successful marketplace is making sure every potential order gets fulfilled, and removing anything that might stop that from happening. The best way to do this is to keep a close eye on your orders, your outlets and their terminals. Here are some practical steps to help you avoid missed orders and lost revenue.
Review your orders every week
Once you start processing orders, review them weekly on the Orders screen in Redbox, paying particular attention to any that are being automatically rejected.
If an outlet is repeatedly having orders auto-rejected, check in with them and make sure they know that orders are automatically rejected if they aren’t accepted within 18 minutes. Repeated rejections give your customers a poor experience and can discourage them from ordering again. For more detail, see the Automatic Rejection of Pending Orders guide.
Check your outlets are open when they should be
Once your outlets are live on the ordering website and app, you should keep an eye on your outlets to make sure they are open for ordering within their ordering times. Some outlets will turn off their terminal overnight, and forget to turn it back on the next day. When the outlet is on the ‘Terminal based’ online status, and their terminal is turned off, they will not appear as open for ordering.
By regularly visiting the Outlets page in Redbox, you can find lots of information about the outlet’s status. Review the ‘Ordering’ column and hover over the status lozenge, to find out information about:
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The outlet’s ordering status (Terminal Based, Offline or Online).
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The terminal’s connectivity status (Offline or Online).
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If the outlet has been closed early.
Turn on terminal offline notifications
To stop terminals being left off and orders being missed, enable offline notifications for all terminals. If a terminal has been offline for an extended period and could be affecting orders, an offline notification is sent by email and through Redbox notifications to users with the Marketplace Admin/Owner/User, Business User and Outlet User roles.
To set this up: go to Businesses → Devices, Select the terminal, then under Settings enable ‘Notify if Offline’ and select Save.
Set up Pending Order Alerts
Pending Order Alerts help reduce auto-rejected orders by sending outlets an SMS when they have a pending order that will auto-reject within 10 minutes.
When Pending Order Alerts are enabled on your marketplace, each outlet can add a phone number to the ‘Escalation Contact’ field on their Outlet Details page. Only outlets that have added an escalation contact will receive these alerts.
Each SMS costs the marketplace £0.05 + VAT and is billed monthly alongside your marketing charges. To find out more, see the Pending Order Alerts guide.
Keep an eye on Paybox status
Problems with an outlet’s Paybox setup can also stop them processing orders. On the Outlets screen in Redbox, the Paybox column shows the status of each outlet’s Paybox account. A green tick means they’re fully set up and ready to take payments.
If there are any notifications, hover over them and click through to the Outlet / Payments page to see what’s missing. This is usually outstanding verification of business or personal details. It’s worth addressing quickly, as delays can lead to that outlet’s payouts being delayed or blocked.
Review the Setting up Paybox for an Outlet video, to understand this process more and provide support to your outlets.