What You Will Learn in This Guide
Answers to questions regarding rider options, app support, BackOffice settings and more.
Criteria
1. Which subscription plans will offer this?
The Base, Advanced and Pro plans.
2. Which operating systems are supported?
iPadOS and Android.
Note: Please ensure iPadOS or Android versions are always up-to-date.
3. Which StoreHub app version supports pre-orders?
Old iOS POS: 2.31 & above
New iOS POS: 1.0.0 & above
Android: 1.9 & above (Selected devices provided by StoreHub)
4. Can Beep Delivery support multiple outlets?
Yes, but your operating hours and menu must be the same across all your outlets.
5. If I have my own riders for Beep Delivery, how do I select that option?
You can opt-out (in the BackOffice) if you prefer having your own riders.
6. If I only want to have a Self Pickup option, how do I select that option?
You can choose to only support Pick Up options by going to the BackOffice and look for Online Orders, click into Beep Delivery Settings and click on Store Settings tab. Select a store and tick box on Sell this store's inventory on Webstore/Beep Delivery/QR Order and Pay. Under the fulfillment method tick Pick-up.
7. Can I apply for StoreHub’s logistics program and use my own delivery service at
the same time?
No, you can only apply one delivery option at a time.
8. I have different operating hours for weekdays (10AM - 7PM) & weekends (12PM -
5PM). What should be my delivery start and end time?
You may select the earliest start time and the latest end time; If you are opening later or closing earlier, do mark all your Beep Menu items as sold out on your register.
In your case, your delivery start time should be 10AM and the end time should be 7PM.
Read the articles below to learn how to mark Beep Menu items as sold out:
9. I have 2 outlets, Store A & Store B. Store A uses my own rider while for Store B, I would like to use StoreHub’s logistics. Can I do that?
No. You can only apply one type of logistics for all stores.
Setting Up
1. The address on my StoreHub BackOffice is my store’s address but my kitchen is in
another location. Which address should I insert for delivery purposes?
The address at your BackOffice will be used as reference for the riders or customers to do pick-ups.
Hence, you are advised to insert your kitchen’s address into your BackOffice
Look for Online Orders, click into Beep Delivery Settings and click on Store Settings tab. Select a store and tick box on Sell this store's inventory on Webstore/Beep Delivery/QR Order and Pay. Scroll down to Beep Settings and key in the address.
2. How do I shut down the ordering site when my shop is not open?
At your BackOffice, look for Online Orders, click into Beep Delivery. On the General tab and toggle off Enable Beep delivery.
3. Can I set minimum spend for an order?
Yes. Find out how to do so here.
4. How do I change my Beep Delivery operating hours?
You can change the Beep Delivery operating hours yourself in the BackOffice.
At you BackOffice and look for Online Orders, click into Beep Delivery and click on Store Settings tab, then select a store. Scroll down to Beep Settings Beep Delivery opening days and select preferred opening hours.
5. Can I have different pricing for Beep Menu and actual store?
Yes, you may do this at BackOffice, select Products title page.
At the Pricing section in a Product:
Pricing Type = In-store Price
Online Price = Beep Menu Price
If "Online Price" is left empty, your in-store price will apply for your Beep Menu.
6. Do I need an Internet connection?
Yes, you will need a constant Internet connection.
7. Can I apply promotions on items?
Yes, do refer to this guide.
8. I have 2 outlets, Store A & Store B. Can I enable Beep Delivery only for Store A?
Yes. Select only Store A’s inventory to sell online. No action is required for Store B.
9. I have 2 outlets, Store A & Store B. However, Store B has an additional Collection
named Collection C. Is there a workaround?
Yes. You will still need to create all the Collections including Store B’s Collection C, but at Store A’s register, mark all items in Collection C as out of stock.
Ordering
1. Can my customers select a time for pick-up?
Yes, they can place a pre-order with a selected pick-up time within your operating hours.
2. My customer has chosen to do a pick-up but I can’t find the customer’s details on the receipt. How do I identify an order for a customer?
At your register, launch StoreHub POS app, look for Transactions then tap on Online tab, you will be able to locate the order number in the order itself.
Delivery
1. What time will deliveries be available (StoreHub Logistic Programme)?
On demand Orders can be placed at anytime between 9AM - 9PM.
Pre-Orders must be placed latest by 7:59pm for 9PM - 10PM delivery slot.
2. What are the areas covered for delivery?
We deliver within Klang Valley, Penang, and Johor.
3. Can we deliver beyond an 8KM radius?
Yes, but delivering to further locations depends on the availability of the riders.
We do not recommend this as it is very likely that the delivery task would be cancelled if the delivery radius is outside of our service coverage.
4. How do we know if riders deliver according to the ideal distance/route?
Radius is the estimated coverage: Where it’s a straight line coordinates from Point A (Merchant) to Point B (End User/Consumer).
Variable factors such as rain, roadblocks, and so on can alter a delivery route and result in longer or shorter delivery times.
Note: The estimation of routes are based on data from Google Maps API
5. Would we be able to track our riders on duty?
No, our logistic partners are unable to provide such information at the moment.
6. How can I change the amount of the delivery fee?
You may follow the steps here to edit the amount.
Payment
1. What is included in my customer's payment?
Your customer will be paying for:
- Total amount of item(s) ordered
- Delivery fee as inserted in your BackOffice
2. There is a surcharge of RM1.50 for all take-away orders in my store, how do I include this in a customer's transaction?
There is no option to apply surcharges in a transaction upon check-outs.
However, you may include the surcharge in your individual Product prices at BackOffice, click on Products title page and select Online Price.
3. Where can I find my transactions?
Transactions are saved in the iPad > Transactions > Online.
In the BackOffice, they are saved at Online Store > Order Management.
4. When and how will I receive gift voucher payments?
Payouts will be sent together with order payments every Tuesday.
5. If my customer has not redeemed their gift voucher, will I receive the payout?
Yes, as long as your customer has completed payment for the voucher, we will issue the payment to you via payout.
► What do the order statuses mean?
For StoreHub's logistics program:
For merchant's delivery service:
For pick-up by customer:
Cancellations & Refunds
1. How do I cancel an order?
Cancellation is not doable on the merchant side at the moment.
If you are unable to fulfill an order due to any reason, do contact StoreHub's Care Team as soon as possible.
2. My customer has ordered an incorrect product, what can I do?
Refunds are not allowed once the product is sold.
Merchants may offer an exchange to the customer without a payment refund.
3. Customer’s order is missing & Partial Refund is needed, how should I proceed?
Take for example your customer who orders 5 items but receives only 4 items.
Merchant is required to issue a manual refund on their end if necessary; StoreHub will make a full payout to merchant for completed orders.
4. Customer has keyed in the wrong delivery address, can I correct it?
No, the information cannot be amended.
However, the customer may contact the rider for a detour if it is feasible; additional charges may apply and no refunds will be allowed.
Alternatively, you may contact us to cancel the order and get the customer to place a new order.
5. Customer has purchased a gift voucher by accident, can they cancel the transaction?
No, refunds and cancellations are not allowed for gift voucher purchases.
6. When an order is cancelled, when will my customer receive the refund?
Credit Card - 7 to 14 working days
FPX - 5 to 7 working days
Ewallets - On the same day payment is made
Reporting
1. How would my sales/shift report look like?
Orders made on Beep are considered Online sales and currently not included in your sales/shift report.
2. I have 2 outlets, Store A & Store B. How do I view sales by store?
You can view all sales in click on Online Order title page and you will be on Order Management page.
3. When and how will payment be made to merchants?
Transactions from Sunday to Monday, payout Wednesday (Same week).
Transactions from Tuesday to Wednesday, payout Friday (Same week).
Transactions from Thursday to Saturday, payout (NEXT Tuesday).
We will make payment directly to the bank account that is stated in your BackOffice.