Using FTD Delivery Service in Mercury HQ

FTD Delivery Service is a modern solution that helps florists manage and expand their delivery capacity. It ensures products are delivered on time, in perfect condition, and to the correct location. By partnering with leading local delivery providers, FTD gives access to expert drivers. Our new system integrates these vendors into MHQ, making delivery services more efficient and cost-effective.

Ftd

This guide walks you through using FTD Delivery Service (DS) in Mercury HQ.

Delivery Service (DS) Settings

You have the flexibility to enable or disable the delivery service toggle as needed. If the delivery service is not required, it can be easily turned off from the settings.

For more detailed information, please refer to the [Delivery Settings](https://scribehow.com/viewer/Delivery_Settings__G1ks0ENbQpeFf3nq-Is7UQ) documentation.

Go to “Shop Settings” from the left navigation menu.

Select “Delivery, Pickup & Fees" tab from the top menu of the shop settings.

Within the ‘Delivery Service Settings’ section, you can enable or disable the Delivery Service option. Shop Settings > Delivery, Pickup & Fees > Delivery Service Settings

**No Service Zone:** Restrict deliveries to specified areas by marking them as no-service zones.

By default, the delivery provider is set to ‘FTD Delivery Service,’ with a delivery distance coverage of 25 miles.

**FTD Delivery Service:** - ASAP deliveries have a 30-minute interval between each slot. - As each interval passes, the corresponding pickup time will be greyed out and no longer selectable. **Cut-off Time:** - You can see the next available delivery window before the 15-minute cut-off time. - For example, to get a 9AM delivery, the order must be placed by 8:45AM. After that, the 9AM option is unavailable, and delivery times will be offered in 30-minute intervals.

**Auto Send to Delivery Service:**\ When enabled, if a delivery service rejects an order, the system will default the order back to the delivery service option. This allows you to correct the order details and reassign it to the delivery service.

You can add ‘Pickup Instructions,’ which will be included in delivery service requests.

Delivery Service Request for Internal Orders

For internal orders, the delivery service request is submitted through the order processing workflow.

Navigate to <https://mercuryhq.com/dashboard>

**Note:** The FTD Admin is responsible for assigning the appropriate delivery partner for the shop.

Click "Orders" from the left navigation menu.

Select an order eligible for Delivery Service by choosing the one with the scooter icon next to the recipient’s city, state, or zip on the order tile. This icon shows that the order qualifies for our dedicated delivery service.

The screen will show you the complete order details in the right-side car.

In the “Delivery Info” section, click the drop-down arrow and choose “Delivery Service” as the Delivery Method.

Before submitting the order to the delivery service, make sure all required details are completed. 1. **Delivery Date:** This date is set during order creation and cannot be changed directly. To update it, edit the order. 2. **Pickup Date:** Click the field to open the calendar and select a pickup date. By default, it matches the delivery date. 3. **Pickup Time:** Choose your preferred or the next available pickup time from the list, shown in the florist’s time zone. 4. **Special Delivery Instructions:** Enter any specific delivery instructions in the provided field. 5. **Undeliverable Action:** If the customer is unavailable at the time of delivery, select **Leave at Location** or **Return to Store** to guide the delivery person.

The Undeliverable Action is set to **Return to Store** by default to ensure Sympathy orders are delivered with the required signature. You can update this setting if needed.

After completing all required fields in the Delivery Service request form, click **Submit** to send the request to the delivery service provider.

Once all required details are entered in the Delivery Service request form, select **Submit** to forward the request to the delivery service provider.

After submitting the delivery service request, a toaster message appears confirming, “Delivery service info has been submitted."

You can cancel the delivery service at any time by selecting the **Cancel Delivery Service** button.

You will be redirected to a confirmation pop-up to confirm whether you want to cancel the request or if it was clicked by mistake. Click on “Continue” if you really want to cancel the delivery service request.

After the cancellation is complete, you can resubmit the delivery service request by clicking **Resubmit** and completing the required details.

Delivery Service Request for External Orders

For orders not in MHQ, users can submit delivery service requests as a single request or as a bulk request by completing the steps below.

Navigate to your Mercury HQ account.

Select “Delivery” from the Left Navigation Menu.

Click on the **Delivery Service** tab to access and manage all internal and external delivery service requests.

In the Delivery Service tab, select **Create Delivery Service Request** located at the top-right corner.

Following the selection, you will be directed to the delivery service request page with the following different request forms: 1\. Single Request 2\. Bulk Request

**Single Request:** The single request form allows you to submit a delivery service request for an external order by completing all required fields.

Note: The standard option for the assignment is "Delivery Service".

After completing all the required information, click "Submit Request" to create and send the delivery service request to the provider.

**Bulk Request:** You can conveniently submit delivery service requests in bulk by filling out the provided sample file and uploading it, which initiates the creation of multiple requests at once.

Clicking the "View Requests" button takes you to the Delivery Service screen, where you can easily access and review all external and internal requests handled by the delivery service.

When a member is upgraded from the Core to the Essential entitlement, they can continue managing delivery service requests created under the Core entitlement but cannot create new ones. **Example:** If you have created delivery service requests for external orders while on the Core entitlement, upgrading to Essential allows you to manage those existing requests. However, you cannot create new requests for external orders, as the Essential entitlement only supports requests for internal orders.

Delivery Windows for FTD Delivery Service

Delivery Pickup Charges

To check the pricing details for the delivery service, users can click on the provided link and check in the delivery charges tab given in the program details section. Link: [| FTD Delivery Service](https://www.ftdi.com/deliveryservice/)| FTD Delivery Service Link > Program Details > Delivery Charges

Batching

After the order is submitted to the delivery service, the provider groups the requests into batches and assigns them to the appropriate drivers. Once batching is complete, you can view the drivers’ details in the "Approaching Drivers" section on the Delivery Service page.

**Note:** The delivery service provider decides whether orders are batched together. Once a driver is assigned to a batch, the "Approaching Driver" quick filter will become available.

Approaching Drivers Quick Filter

You can access the **Approaching Driver** quick filter feature in the following ways: 1. By clicking a push notification, which will take you directly to the "Approaching Drivers" section of the Delivery Service page with the quick filters available. 2. By clicking the quick filter tile in the "Approaching Drivers" section, which will display a list of orders assigned to the driver. The filters are based on the current pickup date, assigned driver, and pickup times.

If the pickup time is within 20 minutes, the quick filter turns red to indicate a rush pickup; otherwise, it remains green. Once a driver has picked up all assigned requests and their status changes to “Picked up,” the system automatically removes the driver’s quick filter.

Delivery Service Listing

In the left navigation menu, select **Delivery**, then open the **Delivery Service** tab to view your shop’s delivery requests.

- **Approaching Drivers:** Shows drivers assigned to pick up Delivery Service orders. - **Needs Action:** Contains requests with issues that require user review and resolution. - **Active Request:** Displays requests currently in progress and picked up by drivers. - **Completed Request:** Lists all delivery requests that have been successfully completed. - **Canceled Request:** Lists all delivery requests that have been canceled.

When you select a delivery service request, a side panel appears displaying its delivery details.

Scroll down to the "Fulfillment" section under Delivery Information.

Go to the Order Journey section to see the full history of the request.

Use the *Copy* option under *"Take Action"* to duplicate the existing request and submit it as a new request.

**Take Action – Redeliver**\ Choose this option to have the order delivered again.

**Take Action – Credit Request**\ Use this option to request credits for delivered orders through the delivery service.

You can use this print option to generate a copy of the Delivery Service details.

Driver Approaching Push Notifications

This feature notifies you when the driver is approaching to pick up the delivery, along with their Estimated Time of Arrival (ETA). 1. When a new driver is approaching, you’ll receive a notification. This allows you to prepare the order in advance, reducing waiting time and ensuring a smoother delivery process.

A reminder notification will be sent to you 20 minutes before the scheduled pickup time to help you prepare the order quickly. This hurry pickup notification ensures the order is ready on time, preventing any delays in the delivery process.

Print Pickup Manifest

This feature allows the florist to print a pickup manifest with details of grouped delivery requests, helping the delivery manager ensure that orders are ready for the driver to pick up.

***Manually Print the Pickup Manifest:*** By clicking the printer icon on the Driver Approaching quick filter, you can manually print the pickup manifest.

***Auto Print the Pickup Manifest:*** System auto prints the Pickup Manifest when you enable the “Auto Print” toggle of pickup manifest in shop settings in windows app. You can see a check mark beside the printer icon on the driver approach filter, which indicates that the pickup manifest is printed once.

***Order Journey – Proof of Delivery:***\ The "Order Journey" section will automatically update to show the current step in the delivery process and any changes made.

Credit Request for Delivery Service

From the Delivery dashboard, click on the "Delivery Service" tab.

Click on the **Delivery Service** tile to request credits under the following criteria: 1. Customer claims non-delivery 2. Damage claim 3. Driver no-show 4. Proof of Delivery 5. Other (see comments)

Click on "Credit Request" button from the Take Action section.

Please provide the following required details: 1. Name 2. Phone Number 3. Email Address 4. Reason for requesting credits 5. Comments

Click "Send" button to trigger an email and initiate the processing of this request.

A success toaster will appear once the credit request has been submitted.

**Sample Credit Request Email:**

Delivery Service Notes

If an incoming wired order has been assigned to the Delivery Service and a rejection is attempted, a pop-up will appear instructing that the Delivery Service request must be canceled first.

If a cancellation request is received for an incoming order and the Delivery Service is assigned, the following popup is shown when attempting to approve the cancellation request.

Clicking Continue will approve the cancellation and also cancel the active Delivery Service request.

Once an order is assigned to FTD Delivery Service, it cannot be modified. To make changes, the order must be cancelled first. The delivery windows mentioned apply to all delivery service requests (internal and external).