The customer

From a terrace in Los Alcázares to an apartment in La Manga: the customer app puts the local offer a couple of taps away. No friction, no price surprises and a courier who knows every corner of the coast.

Who they are & what they want

The Te Lo Llevo customer is not an anonymous urban archetype. They are a person with concrete roots on the south-east coast of Murcia: the long-standing local who prefers to support the neighbourhood bar over a chain, the retiree who appreciates having groceries delivered at home, the seasonal tourist who wants to explore the local offer without leaving the sun lounger, and the worker who needs lunch brought to the site in half an hour.

What they all share is a demand for speed, transparency and trust. They want to know exactly what they are paying before confirming, see where their order is at all times and feel that the platform belongs to their neighbourhood — not to a remote server that does not know where Santiago de la Ribera is.

Getting started

A new customer can explore the platform's offer without creating an account — guest mode allows viewing merchants, their menus and prices. However, completing a purchase requires signing in. Registration is simple and does not require payment details upfront.

1. Phone registration (OTP)

   The customer enters their mobile number. The app sends a one-time password (OTP) by SMS. The customer enters it and is registered instantly — no password to remember.

2. Sign in (email or OTP)

   Once they have an account, they can sign in with their email address and password, or request a new OTP to their phone. Both routes lead to the same place.

3. Password reset

   If the password is forgotten, the customer can start a reset flow from the sign-in screen. They receive a link by email to create a new one.

4. Profile and preferences

   From the profile the customer sets their preferred language (Spanish or English), manages their saved addresses — each can be labelled (Home, Work, Beach…) and one marked as the default — and adjusts notification preferences (push, email).

Browsing & discovery

One of Te Lo Llevo's strengths is that the local offer is easy to find. The app is designed so that a new customer finds what they want in a few seconds, and a returning customer goes straight to their favourite merchant.

The cart & checkout

Adding products to the cart is immediate: the customer taps the item they want, chooses the quantity and, if the product has options (size, extra ingredients, side), selects them at that point. Modifiers can include an additional price that is added to the subtotal.

An important cart rule is that products from two different merchants cannot be mixed in the same order. If the customer adds an item from a second merchant while the cart is active, the app alerts them and asks them to clear the cart or abandon the new item.

The live quote

Before confirming the order, the customer sees a complete cost breakdown:

The estimated delivery time (ETA) also appears on this screen, calculated in real time based on distance and courier availability.

Coupons

The customer can enter a coupon code during checkout. The platform validates the code instantly, applies the corresponding discount and updates the total. If the code is invalid or already used, the app says so clearly.

Scheduled delivery

As well as immediate delivery, the customer can choose a future delivery slot. They select a date and time window, and the order is sent to the merchant at the right moment so the courier arrives at the agreed time.

Paying

Online payment in the customer app is always made by bank card. The app handles cards securely through a tokenisation system — the card number is never stored directly on the platform.

The saved-card vault

When the customer pays with a card for the first time, they can save it for future orders. On the next order, they simply select it from the list instead of entering the digits again. The customer can add multiple cards and remove any they no longer want.

Sending a parcel

Te Lo Llevo is not just food delivery. Any customer can use the platform to send a parcel from one point to another within the service area, with no merchant involved. This is the ENVIO_VECINOS service type (neighbour delivery) and its variants.

1. Sender and recipient details

   The customer provides the pickup address and the delivery address. They can add access notes for each point (entry code, floor, doorbell name).

2. Package description

   The type of contents and approximate weight are indicated (maximum 10 kg). This information helps the courier prepare for the collection.

3. Choosing the delivery mode

   The customer chooses between three modes according to urgency and delivery type:

   ENVIO_VECINOS — Neighbour ENCARGO_RECOGIDA — Pickup errand URGENTE — Urgent

4. Route quote

   The app calculates the delivery price based on distance, municipality and the chosen mode. The customer sees the amount before confirming.

5. Payment and confirmation

   Payment is made with a saved or new card. Once confirmed, the order enters the task pool for available couriers.

Tracking the order

Once the order is confirmed, the customer can follow its status in real time from the app. Tracking is designed to be transparent: at every moment it is clear who has the order and what is happening with it.

• PENDING

  The order has been received and is waiting for the merchant to accept or reject it. The customer sees this phase as "your order is being reviewed".

• PREPARING

  The merchant accepted the order and is preparing it. If it is hot food, it is already being cooked. The ETA updates.

• READY_FOR_PICKUP

  The order is ready at the merchant's counter, waiting for the courier.

• ASSIGNED

  A courier has accepted the task and is heading to the merchant. The customer can see the courier on the map (when live map tracking is active).

• ARRIVED

  The courier has arrived at the customer's address and is waiting. The app sends a push notification to alert the customer.

• WAITING_CUSTOMER

  The courier is waiting at the door. A countdown timer is active. If the customer does not appear before the time runs out, the system activates the no-show protocol.

• DELIVERED

  The order has been delivered. The customer can rate the experience and view the order in their history.

Alerts and communication during delivery

If there is a delay or an exception, the app shows a visible alert on the tracking screen. The customer also has a direct button to call the courier from the app, without either party needing to share their personal phone number.

The no-show wait timer

If the customer does not appear at the door when the courier arrives, the app starts a wait countdown. Once the time runs out, the system can auto-complete the delivery (the courier is protected) or initiate the return-to-origin protocol. This mechanism exists to protect the courier from indefinite waits.

After the order

History and reordering

All completed orders remain in the customer's history, sorted by date. The customer can see the detail of each order (items, prices, status) and, with a single tap, repeat the same order if the products are still available at the merchant.

Cancellation and rescheduling

The customer can cancel or reschedule an order, subject to the applicable cancellation policy. In general, orders can be cancelled freely while the merchant has not yet started preparing them. Once in preparation, cancellation may involve a charge or may not be possible. The app always indicates what is possible at the time of the request.

Notification inbox

The customer app has a notification inbox where order status alerts, confirmations and messages from the Operations team accumulate. The customer can review the notification history even after dismissing them from the system tray.

Raising a support case

If something goes wrong — the order arrived incomplete, there was a payment issue or any other incident — the customer can raise a support case directly from the app, linked to the relevant order. The Operations team receives the case in their console and handles it. The customer can follow the status of the case and add notes.

A day in the life of the customer

It is 13:30 on a Tuesday in August in Santiago de la Ribera. Marta, who has come for a week at her family's apartment, opens the customer app because she does not feel like cooking and has little time before her parents arrive.

She types "paella" into the search bar. In a second, three restaurants in the municipality appear offering it, with delivery times between 25 and 40 minutes. She picks the one with the best rating, views the menu, adds a paella for two and two soft drinks. The app shows the breakdown: subtotal €22, service fee €1.50, delivery fee €2.00, VAT included, total €25.50. ETA: 30 minutes.

Marta has a saved card from last summer. She selects it, confirms and closes the app. Two minutes later, the merchant accepts the order and the app sends her a notification: "Your order is being prepared." Twenty minutes later she is told the courier has already collected the order. Twenty-eight minutes in, the doorbell rings.

While eating, Marta remembers she needs to send some keys to her friend's flat in Los Alcázares. She opens the app again, selects "Send a parcel", enters the pickup address (her apartment), the delivery address, chooses ENVIO_VECINOS and sees the cost is €3.80. She confirms. Forty minutes later, her friend messages her: "The keys just arrived."

At the end of the day, Marta opens her history. Two orders, both fine. She has added a few more points to the loyalty programme. Tomorrow she will try the ice-cream shop she spotted on the discovery screen.