Accepting and delivering orders

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 likes 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 Partner WebApp with the following information:

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

In the "Orderhistory" section of the Partner WebApp (Reports → History), all the cancelled orders will have a X. You can click on the order to check the details of the cancellation (e.g the cancellation reason, if any charges apply, etc.).

*This section does not apply to Marketplace Partners

In the Partner WebApp you will see the estimated pick-up time before accepting an order and whilst it’s being prepared.

When receiving a new order, the Partner WebApp 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.

Order history

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

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

Troubleshooting

For issues related to ongoing orders, please send us a message by clicking the "Help and resources" button in the Profile section of the Partner WebApp.

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 Partner WebApp.

For issues related to ongoing orders, please send us a message by clicking the "Help and resources" button in the Profile section of the Partner WebApp.

For issues related to ongoing orders, please send us a message by clicking the "Help and resources" button in the Profile section of the Partner WebApp.

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 Partner WebApp.

*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.    

    1. Select the order you want to modify, find the product to replace and click “Edit”.    
    2. 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 Partner WebApp and ask for the order to be cancelled.

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

If you forget your Partner WebApp 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, please send us a message by clicking on "Help and resources" button in the Profile section of the Partner WebApp.

*This section does not apply to Marketplace Partners

If the issue is related to an ongoing order, please send us a message by clicking on "Help and resources" button in the Profile section of the Partner WebApp.

If the issue isn’t related to an ongoing order, please send us a message by clicking on "Help and resources" button in the Profile section of the Partner WebApp.

If, under exceptional circumstances, you need to cancel an order, send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp.

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

Send us a message from the "Help and resources" button in the Profile section of thePartner WebApp to cancel the order.

Update your store’s opening hours on the Partner WebApp. 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. 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”. 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 Partner WebApp and you’ll be refunded for that order. This notification will confirm if the order will be paid for or not.

*This section does not apply to Marketplace Partners

For issues related to ongoing orders, please send us a message by clicking the "Help and resources" button in the Profile section of the Partner WebApp.

Opening hours

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 Partner WebApp.

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 Partner WebApp. 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 Partner WebApp 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.

Orders

In the “Reports” section of the Partner WebApp, 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).

Others

Send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp

Partner WebApp

In the Profile Section of the Partner WebApp, you’ll be able to find three types of contacts. Please always keep them updated as it will ensure that you and any other relevant people at your store receive the right information from Glovo:

OPERATIONS CONTACT

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.

We’ll send this contact:

  • Responses from our Partner Support team to the messages you/your team send us through the Partner WebApp.
  • Operational communications i.e. information about new Partner WebApp features, holiday reminders, guides on how to use the Partner WebApp, etc. We’ll also call this contact about any matters regarding ongoing orders.

INVOICING CONTACT

This is the person/peopls in charge of invoicing and payments. We’ll send this contact invoices and any other information regarding the invoicing process and payments.

BUSINESS CONTACT

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. We’ll send this contact:

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

Please note that 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.

Yes, you can manage several stores from the same session. If you’re interested in this feature, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp. Once it’s enabled, you’ll be able to individually select the stores you want to manage from the same Partner WebApp session by clicking on the “Stores” button located in the upper left-hand corner. It’s also possible to activate all your stores simultaneously by ticking the "Select all" box.

If you forget your Partner WebApp 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, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp.  

To access thePartner WebApp you should log in with the credentials that you received via email during youronboarding process. If you didn’t receive the email, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp.  

The Partner WebApp is the tool that allows you to manage your orders and business with Glovo. You can access it from different devices or from your desktop.

Manuals

Access the manual from the Partner WebApp section of the blog.

Access the manual from the Partner WebApp section of the blog.

Access the manual from the Partner WebApp section of the blog.

Access the manual from the Partner WebApp section of the blog.

Access the manual from the Partner WebApp section of the blog.

Troubleshooting

NOT RECEIVING ORDERS

If your tablet is not receiving orders, send us a message by clicking on the “Help and resources” button in the Profile section of the Partner WebApp.

BOOTING ISSUES

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 Partner WebApp.

CONNECTIVITY ISSUES

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

DEVICE IS BROKEN

If your tablet is not working, send us a message by clicking on the “Help and resources” button in the Profile section of the Partner WebApp.

SOUND ISSUES

1. 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 grey as shown below (that means it’s disactivated).

2. 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.

3. 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 Partner WebApp.

ACCESS TO THE PARTNER WEBAPP (ACCESS REQUEST/RESET PASSWORD)

If you forget your Partner WebApp 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 find it, call us on the Partner Support number that you’ll find by clicking on the “Help and resources” button in the Profile section of the Partner WebApp, corresponding to your country: 93 003 80 60

NOT RECEIVING ORDERS

If your tablet is not receiving orders, send us a message by clicking on the “Help and resources” button in the Profile section of the Partner WebApp.

BOOTING ISSUES

If you’re having booting issues, try restarting the device. To do this, try pressing and holding down the Power (1) and Volume Up (2) key buttons simultaneously until the device turns off. Then press the Power (1) 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 Partner WebApp.

CONNECTIVITY ISSUES

Verify that the device is properly connected to a WiFi connection. 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 Partner WebApp 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 Partner app.

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

DEVICE IS BROKEN

If your device doesn’t work, send us a message by clicking on the “Help and resources” button in the profile section of the Partner WebApp from a computer, or call us on the Partner Support number that you’ll find by clicking on the “Help and resources” button in the profile section of the Partner WebApp. 931 224 331.

RECEIPTS ARE NOT PRINTING
    1. Make sure the lid of the printer is shut properly.
    2. Check that the right type of paper is being used and that it has been put into the printer correctly, as shown below.

Note: The device uses thermal paper, size 58 x 40 mm.

3. If the printer doesn’t print correctly (for example, they printed in black), make sure that the paper has been put into the paper properly (only one side of the thermal paper can be printed on). If the problem persists, send us a message by clicking on the “Help and resources” button in the Profile section of the Partner WebApp.

SOUND ISSUES
    1. 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 grey as shown below (that means it’s disactivated).
    2. 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.
    3. 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. Click 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 Partner WebApp.

ACCESS TO THE PARTNER WEBAPP (ACCESS REQUEST/RESET PASSWORD)

If you forget your Partner WebApp 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 find it, call us on the Partner Support number that you’ll find by clicking on the “Help and resources” button in the Profile section of the Partner WebApp, corresponding to your country: 93 003 80 60

Invoices

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

Send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

To see the details of your orders, head to the “Reports” section of the Partner WebApp. Under “History”, you’ll be able to see a summary of the orders placed with their corresponding dates, times, order codes and totals.

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

Payments

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

Generally, if an order was cancelled due to the customer and you had already accepted it, you’ll receive a notification in the Partner WebApp that will let you know whether the order will be paid for or not. If it will, you will be reimbursed for the order.

User refunds

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

For any questions or issues related to  invoices and payments, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp .

Paper bags

Shipping takes between approximately 24-48 hours (except for the Canary Islands, where it takes 5 days).

If you need additional paper bags you can order them on the Glovo Store website.

The bags will be sent to the address confirmed in the contract with Glovo. If you need to change the shipping address, you’ll be able to do so in the cart before placing the order on the Glovo Store.

Others

You’ll be able to pay by credit card during the Glovo Store payment process. If you need further assistance, please send us a message by clicking on the "Help and resources" button in the Profile section of thePartner WebApp.

You should have received an  email with your Glovo Store credentials (Username and password). If you haven't, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp.

You should have received an  email with your Glovo Store credentials (Username and password). If you haven't, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp.

Other questions

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

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:

  • High volume of orders
  • Positive ratings
  • Delivery fees: thelower the delivery fee, the higher the position. Also, note that customers that are closer to your store see you in a higher position.
  • Higher user conversion rate: the ratio of the number of customers that place an order on your store to the number of users that click on your store title.

Our Partners can also improve their positioning on the Glovo app by using our marketing service “Glovo Boost”.

In order to check if you’re eligible and request more information, please send us a message by clicking on the "Help and resources" button in the Profile section of the Partner WebApp.

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: 931 224 331

*If you’re a Marketplace Partner, call 931 220 961.

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.