Third Party Affiliate Programs
Edible has entered a national contract with the following third-party Affiliate programs:
- DoorDash
- Uber Eats
- Skip the Dishes! (Canada)
Program Participation:
Participation in these programs is mandatory for all edible locations: The following are the basic requirements for the programs and may change in the future when updates are made to this manual.
Program Hours of Operation:
Hours of operations for all third-party programs are one hour post opening until one hour prior to closing based on the required store operating hours as outlined in the edible operations manual.
Program Menu:
The current menu for all these platforms can be located on the marketplace application for the actual vendor. These menus will be changed based on sales volumes, seasonality, and overall consumer demand.
Stores will not have the ability to change the menu, however, if an item is out of stock, you can submit a help desk ticket to edible to have the item removed from your menu until the item is back in stock or you can remove from the pad and turn it back on when back in stock.
Receiving Orders:
When you accept an order, you will be able to increase your product time in increments of 5 minutes. All production times have been set in the system by product. This should only be used when your store is experiencing a rush.
You will then enter the order into the store’s SMS system using the customer DoorDash/ Uber Eats/ Skip the Dishes ensuring that you’re using the zero-dollar SKU’s that match the menu for third parties. This is the only way that your store will receive credit for any of these types of orders. This will also produce a hyper-ticket so that you can track the order with the production process.
Refunds/Customer Service Issues:
If your store has consistent issues with quality or incorrect items, our Grow team will be made aware and will deactivate your store until the issue has been resolved. In that case, the third party may also charge you for all customer refunds. In most cases, the third party refunds the customer themselves.
Billing/Reporting:
Reports can be accessed through your DoorDash Merchant Portal. This is where you can track your sales, quality metrics, time metrics etc. The Uber process will be the same except there’s not a Merchant Portal, therefore reporting will be conducted with the tablet.
- Third-Party orders will have a 27% fee.
- Third-Party will be funded separately weekly, through net funding. This means the fee will be collected before the funds are pushed to your store.
- You will receive a weekly payment from Edible for all fulfilled Third-Party orders.
KPIs:
Avoidable Downtime |
1% |
Stores should be open 99% of the time during their open hours |
Avoidable Cancellation |
1.1% |
Cancellations can be avoided by confirming all orders when they arrive on the tablet. |
Order Accuracy |
1% |
All orders should be correct and of full quality. |
Ratings/Reviews |
4.5 |
The aggregate of all store reviews should be a 4.5 or higher. |
Avoidable Wait (for Dasher) |
3 min 42 secs |
Dashers should wait a maximum of 3.42 in your store. Products should be prepared and ready for dashers upon their arrival. |
Compliance:
Stores will be allowed to pause orders for up to 1 hour per day without needing to submit a helpdesk ticket. If you need to pause beyond 1 hour you must submit a helpdesk ticket to the Grow Team. Failure to do so can result in being fined up to $250.00.
Stores who turn off their tablets for more than 3 days within a 30-day period will be fined up to $250.00 per day if they are shut off without prior approval and submission of a help desk ticket to the Grow Team.
Customer complaints while handled by the Third-Party vendor; will be measured and if your store complaints are higher than the KPI’s allowed by the third-party and are a direct result of your stores actions, we reserve the right to fine you up to $250.00 per infraction.
Compliance requirements can be updated from time to time and any communications sent to the system will override the above processes those communications based on date of issue will become the new standards.
Packaging Requirements:
Boxes, Plush, Treats and Retail:
All orders containing boxes, plush, treats and retail must be placed into a red Edible gift tote bag and have all the necessary hangtags and bounce back coupons attached.
Arrangements:
All orders containing arrangements must be placed into the correct size delivery box and have all the necessary hangtags and bounce back coupons attached. Note that smaller arrangements can be placed in the delivery box and then into a large red Edible gift tote bag.
Floral:
All orders containing flower arrangements must be placed into floral tote bags and have all the necessary hangtags and bounce back coupons attached.
Platters & Boards:
All orders containing platters or boards must be wrapped as per Edible standards and have all the necessary hangtags and bounce back coupons attached.
Third Party Program Escalations:
DoorDash Drive |
UberEATS |
Technical Issues with the pad: Call: 855-0431-0459 |
Technical Issues with the pad: Call: 833-275-3287 |
Shutting Off Products:
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Shutting Off Products:
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Changing Store Hours:
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Changing Store Hours:
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DoorDash Market Place |
UberEATS |
DoorDash Drive Business ID: 223445 |
Technical Issues with the pad: Call: 855-0431-0459 |
Technical Issues with the pad: Call: 833-275-3287 |
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Shutting Off Products:
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Shutting Off Products:
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Changing Store Hours:
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Changing Store Hours:
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Large Order Fulfillment/Catering: |
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UberDirect |
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How do I report a lost or damaged item? Please contact support by calling +1 866-987-3750 or emailing uberdirect@uber.com
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