How quickly must I accept an order?

Optimizing Order Acceptance for Exceptional Service

To provide an unparalleled customer experience, swift order acceptance is paramount. Here are the key steps to ensure seamless order processing:

1. Accepting Orders Promptly:

   • Click 'Accept Order' promptly upon viewing the order. This immediate action contributes to the efficient handling of orders.

2. Adhering to Acceptance Timeframes:

   • Different orders come with varying acceptance timeframes specified in your vendor partnerships agreement. These timeframes are strategically set to facilitate effective communication with the customer and allow for alternative arrangements in the unlikely event that you are unable to fulfil the order.

3. Order Acceptance Times:

   • (a) Within 24 hours for orders received with more than 48 hours’ notice.
   • (b) Within 2 hours for orders received with less than 24 hours’ notice.
   • (c) Within 15 minutes for orders received on the same day as the scheduled delivery.

4. Declining an Order:

   • If, for any reason, you cannot accept an order, please request to decline it on the orders page. For further assistance or queries, contact our Customer Care Team here.

5. Customer Care Operating Hours:

   • Our Customer Care Team is available to assist you during the following operating hours:
     • Monday to Friday: 07:00 - 20:00
     • Saturday: 07:30 - 15:00

Adhering to these guidelines ensures efficient order processing and exceptional service delivery. If you have any questions or require assistance, feel free to reach out.

Thank you for your commitment to providing the best possible customer experience.