LAST-MILE OPERATIONS · OPERATOR GUIDE
Delivery-partner network
Coordinate the handoff from an accepted restaurant order to an eligible last-mile provider, then manage tracking, exceptions and reconciliation.
THE OUTCOME
What this offering is for
Serviceable orders
Check the restaurant, destination, operating window and delivery quote before promising fulfillment.
Visible handoffs
Track request, assignment, arrival, pickup, transit, proof of delivery and failure as explicit states.
Cost accountability
Record the customer-facing fee, restaurant cost, adjustment and provider settlement for each delivery.
FUNCTIONALITY
What it offers
These are the core jobs the feature should make understandable and controllable for a restaurant operator.
Coverage and zones
Define where a venue offers delivery, which providers are eligible, excluded areas, maximum distance and hours by service mode.
Quote and promise
Request an available price and estimated timing before checkout or dispatch, then show which parts are estimates rather than guarantees.
Dispatch
Create a delivery request only after the restaurant accepts the order and the pickup time reflects real preparation capacity.
Tracking
Display provider assignment and permitted status or location updates to staff and the customer without exposing unnecessary personal data.
Proof and exceptions
Record delivery completion, cancellation, no-driver, wrong address, failed contact, damage or return-to-store outcomes.
Reconciliation
Compare quoted, charged and settled delivery amounts; retain the provider reference and reason for every adjustment.
IMPLEMENTATION
How to set it up
- 1Confirm the commercial agreementDocument countries, cities, service hours, vehicle types, prohibited items, fees, surcharges, insurance, cancellation terms and support contacts.
- 2Map each venueSet an exact pickup point, access instructions, contact role, operating hours and realistic food-ready handoff location.
- 3Define service rulesConfigure zones, maximum distance, basket constraints, temperature or packaging limits and when delivery is unavailable.
- 4Assign cost ownershipState which fees are shown to the customer, absorbed by the restaurant or adjusted after service. Include taxes and tips where applicable.
- 5Design exception playbooksSet the action and owner for no driver, late pickup, unreachable customer, spill, incorrect destination, redelivery, refund and dispute.
- 6Run controlled deliveriesTest quote, dispatch, cancellation, status updates, proof of delivery and settlement before opening the zone widely.
IN THE RESTAURANT
How the team runs it
Before opening
Check provider availability, zones, weather or event constraints, kitchen capacity and the current customer fee.
During preparation
Align the courier request with the food-ready time to reduce both food waiting and courier waiting.
During an exception
Keep one accountable incident owner, communicate the revised promise and record every cost or refund decision.
After service
Reconcile completed and failed jobs against provider charges, adjustments, customer fees and order refunds.
MEASUREMENT
Metrics that make it operational
DEPENDENCIES & LIMITS
Know what must be confirmed
[CONFIRM: GrowthOS delivery partners, integration method, countries, cities, operating hours, coverage, support owner and current commercial terms.]
Do not publish delivery fees, commissions, marketplace comparisons or savings claims until current terms are approved for the specific market and contract.
[CONFIRM: the supplied carbon-neutral delivery claim and the methodology, boundary, provider evidence and reporting period behind it.]
Public Lalamove and GrabExpress capabilities illustrate possible last-mile patterns; they do not prove a GrowthOS partnership or integration.
RESEARCH
Primary sources and market references
Official sources establish platform, privacy or security requirements. Vendor sources are labeled as industry patterns, not proof of a GrowthOS integration.
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