Some customers cannot order on the clients website ?

Some customers cannot order on the clients website ?

If you need to fix the issue where a customer is experiencing an error message that says "We do not deliver to this address or "unable to fetch delivery charges," you have two options: you can add the delivery charges on the client's behalf, or you can guide the client to add the delivery charge through the My Business Hub app if the issue ever occurs again.

  1. Add delivery charges on behalf of the client:
  1. Access the MS (management system).
  2. Click on "Specs".
  3. Select "Advanced Postcode."
  4. Check the existing delivery charges.
  5. If the client's postcode is not present, add it.

Example: If the customer's postcode is DE3 0, add it to enable orders from this region.
Note: It's recommended to include the first 3 digits of the postcode to allow orders from the entire area (e.g., DE3).

Caution: Do not add the full postcode (e.g., DE3 0TB) as this would restrict it to that specific client only.

Please refer to the visual reference below, which shows a live report from the client:

For example, if the customer's postcode is DE3 0, you can add this to the delivery charges to enable orders from this region. It's important to note that it would also be ideal if you add the first 3 digits of the postcode so that everyone in the area can order from DE3. However, you should never add the full postcode (e.g. DE3 0TB) as this means you have enabled it for that particular client alone. Please look at the visual reference below as this was a live report that came from the client.



I quickly checked the delivery charges and noticed DE3 0 was not added. So I quickly added it as part of his postcodes.




I also disabled the delivery limit so that everyone in DE3 0 can place an order. Please ensure you follow these steps and you will receive less complaints, always ensure you guide UK clients that it would be easier whenever they notice this issue that they add the postcode affected in their delivery charges. 

If the issue persists after completing the aforementioned steps, further investigation may be necessary. One of the requirements for sending an order to the delivery partner is a correct contact number. If an invalid number was provided, the order would fail. This applies to both the end user/customer and the client/Takeaway number. 

In order to resolve this issue on MS, please follow these steps:

To Test the landline number to confirm its accuracy. In most cases, if a landline number has a missing digit or is inputted incorrectly in the MS configuration, it will be considered invalid for outbound calls. To rectify this issue on MS:
  1. Go to "Config" from the menu.
  2. Go to  "Business Details."
  3. Under the "Business Details" section
  4. "Send OTP to Client" and configure a correct landline or mobile number.

Once you have entered the correct contact number and completed the configuration, all orders should be successfully forwarded to the delivery partner.

Please ensure that you accurately follow these steps to resolve the issue with order forwarding. If the problem persists or you require further assistance, please don't hesitate to contact our support team.

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