FAQ - Partner Vendor SOPs

Foodpanda

What if the Vendor is out-of-stock?


This may happen for Foodpanda Vendors as the stock is manually updated (unlike with Deliveroo). Vendors should hide barePack from the menu when they have 5 or fewer container(s). We advise that should a Vendor notice the stock is short and there is demand, to check in on our next top-up delivery.




What if the Foodpanda order needs more or fewer containers than the customer requests


Vendors must use the quantity requested for Foodpanda orders (vs. Deliveroo where the SMS indicated the containers to use). They should use disposables to complete the order when necessary. The maximum barePack per order should never exceed 5 containers. Any order requestiong over 5 items must use disposables.




What if the Foodpanda online orders have items that do not fit in a FlexBox or KindCup?


Vendors can use their own packaging where indispensable. Customers know they cannot use barePack for every item. In general, please use best judgement, i.e.

  • may use 1 KindCup for a 500ml drink (KindCup is 475ml, the discrepency is minimal)
  • not use 1 KindCup (475ml) for a 700ml drink or a KindCup + a disposable. Use a standard disposable.
  • may use 2 FlexBoxes for a main that comes with sides
  • not use several Flexboxes to fit a pizza. Use a regular pizza box.




What if the email is not provided in the Special Instructions of a Foodpanda order?


For DELIVERY: Vendors must not use barePack and instead pack in regular disposables. Foodpanda deliveries must always be confirmed by a barePack member email in the "Special Instructions". For PICK-UP: Vendors may still pack in barePack however the customer will have to create their account when they collect. Vendors must ONLY issue barePack in-store when presented with the Success Pick-up screen on the customer's app (via scanning the barePack unique VendorQR code provided).




How do Foodpanda Pick-Up orders for barePack work?


Self-collection requires that customers/members scan the barePack Vendor QR code bearing the unique Vendor ID to confirm their Pick-Up. Vendors must never allow a customer to collect without scanning the QR code and showing the success screen to the staff.





General

What if customer wants to collect barePack and has no account?


Vendor must show them the barePack POS sticker/decal. They can scan the QR code to find the barePack App in AppStore and GooglePlay. The barePack app is free for 1 month with the option to cancel anytime (provided they have no outstanding containers to return, and cancel minimum 48 hours before a renewal).




What if the customer ordered a hot drink?


Our recommendation it to NOT serve the hot drink in a barePack KindCup, and kindly let the customer know that barePack currently only services chilled drinks.
It is to our Vendrs' discretion whether they wish to follow these ecommendations, and we are not liable for the choices the vendor makes using barePack.




When some orders have items that do not fit in a FlexBox or KindCup?


Vendors can use their own packaging where indispensable, such as the items do not fit the barePack containers. Contact the barePack WhatsApp group if you need assistance. n general, please use the best judgment for what is appropriate, i.e.

  • may use 1 KindCup for a 500ml drink (KindCup is 475ml, the discrepency is minimal)
  • not use 1 KindCup (475ml) for a 700ml drink or a KindCup + a disposable. Use a standard disposable.
  • may use 2 FlexBoxes for a main that comes with sides
  • not use several Flexboxes to fit a pizza. Use a regular pizza box.




What if the customer is upset for whatever reason?


Please suggest them to email us at hello@barepack.co




What is the customer cannot pick up new conatiners?


Their inventory is likely full. Pack up to as many items as they have available, remind them that there is a limit to the number of containers that can be used at a time, and to please return containers prior to making a new order.




How does the Vendor see a barePack request on a Foodpanda/Deliveroo order?


BAREPACK will be selected in the menu. The Foodpanda or Deliveroo receipt will show barePack containers as menu items. See specific sections Foodpanda and Deliveroo for details.




What if the customer wants an item that does not suit barePack containers?


Vendors can use their own packaging where indispensable, such as the items do not fit the barePack containers. Contact the barePack WhatsApp group if you need assistance. n general, please use the best judgment for what is appropriate, i.e.

  • may use 1 KindCup for a 500ml drink (KindCup is 475ml, the discrepency is minimal)
  • not use 1 KindCup (475ml) for a 700ml drink or a KindCup + a disposable. Use a standard disposable.
  • may use 2 FlexBoxes for a main that comes with sides
  • not use several Flexboxes to fit a pizza. Use a regular pizza box.





Returns

What if the box / cup returned incomplete (without a lid/sleeve)


In line with our policy, we recommend vendors refuse the return and recommend the client to reach out to hello@barepack.co. We will take care of them. - IF the client insists they should leave the container with you, you may accept but warn them of the penalty they incur. - IF they have scanned out without your consent, please contact us to report the customer for bad behavior; we will contact them.




Is it safe to receive used items?


We care about your safety and that of your customers. We educate members to return empty containers, preferably rinsed, and warn them that vendors may refuse any containers that are deemed a risk such as, but not limited to, prseting leftover foods or liquids. During this period, we have written specific recommendations for our vendors, which we outline in our Response To Covid-19




What if the KindCup/FlexBox is returned damaged?


1. Accept the return 2. Complete the Annexe 1 form in the Vendor SOP as described in Procedure 6 3. barePack will collect





Deliveroo

What if the Vendors receives a Deliveroo order that uses a "barePack FlebBox or Flexcup (barePack member)" that does not have an OTP in the Order Notes?


The order can be fulfilled using normal disposables, not barePack.




What if the order requires more or fewer containers than that reflected in the barePack App SMS?


The Deliveroo order should always be fulfilled with exactly the same quantity as indicated in the barePack App SMS.

  • If more containers are needed, regular disposables must be used.
  • If fewer containers are needed, send them empty.




What if the order requests a "barePack FlexBox or KindCup (barePack deposit)" ?


Vendors should fulfill the Deliveroo order as per the quantity requested as customers are paying a deposit for the containers.

  • If more containers are needed, regular disposables must be used.
  • If fewer containers are needed, send them empty.




What if the Vendor is out-of-stock?


This will rarely happen, only in the case that of a discrepancy between the vendor's actual stock, our backend, or simultaneous orders being placed online. Vendors should h ide barePack on their menu if they have 5 or fewer remaining conatiners in stock. We advise that should a Vendor notice the stock is short and there is demand, to check in on our next available top-up delivery.




What if the Vendor receives an OTP SMS but there is no associated Deliveroo order?


Shortly after receiving the OTP the vendor will receive the online food order. If not, the vendor should inform barePack that an inventory update was made through the OTP, but that the stocks in store have not changed.





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