How-to guides

This chapter brings together more than twenty-five operational guides grouped by role: customer, merchant, courier, cashier and the Operations team. Follow the steps in order and you will have the result in hand.

For the customer

The following guides cover the most common tasks in the customer app: placing your first order, sending a parcel, tracking an order, cancelling or rescheduling, applying a coupon and opening a support case.

How to place your first order

1. Create your account or sign in

   Open the customer app. If this is your first time, tap Sign up and enter your phone number. You will receive an OTP code by SMS; enter it to verify your number. If you already have an account, sign in with your email and password, or request a new OTP sent to your phone.

2. Set your delivery address

   From your profile, add an address (name, street, number, Mar Menor town). You can save multiple addresses with labels such as "Home" or "Work" and mark one as the default to speed up future orders.

3. Choose a merchant

   On the home screen you will see recommended nearby merchants and the available categories (restaurants, markets, shops…). Use the search bar if you already know what you want: the search shows your recent searches and live results as you type.

4. Add products to your cart

   Go to the merchant's page, tap a product to see its description and modifiers (size, extras, variants) and tap Add to cart. Adjust quantities from inside the cart. Note that the cart only accepts products from a single merchant at a time.

5. Review the summary and choose a time slot

   Open the cart and check the subtotal, the service fee, the delivery fee and the VAT. You can choose immediate delivery or schedule for a specific time if the merchant offers future slots. The full total is shown before you pay.

6. Apply a coupon (optional)

   If you have a discount code, enter it in the coupon field before confirming. The discount is applied instantly and the new total is shown.

7. Choose your card and confirm payment

   Select a saved card or add a new one. Confirm the order. The amount is reserved immediately; the final charge is made when the order moves to the PREPARING state.

8. Track your order live

   Once confirmed, the tracking screen shows your order status in real time. When the courier is on their way you will see their position and the estimated arrival time.

How to send a parcel

1. Select "Send a parcel"

   On the home screen choose the parcel-sending option. You can pick from three modes: ENVIO_VECINOS (neighbour delivery — person to person, no merchant involved), ENCARGO_RECOGIDA (pickup errand — the courier collects something and brings it to you) or URGENTE (express priority delivery).

2. Enter the pickup and drop-off addresses

   Tell the app where the courier should collect from and where to deliver. Add access notes if needed (entrance code, floor, visible landmark). The pickup address can be yours or someone else's.

3. Enter the recipient's details

   Add the name and phone number of the person who should receive the parcel. The courier will use this information to contact them in case of any issue.

4. Review the price and the ETA

   The app automatically calculates the fee based on the distance between the two points and the municipality. You will see the total price and the estimated delivery time before confirming.

5. Confirm and pay

   Tap Confirm delivery. The parcel enters the queue and is assigned to the first available courier. You will receive a notification when the courier accepts the task and another when the parcel has been delivered.

How to track an order in progress

1. Go to "My orders"

   From the main menu or from the confirmation notification, open the tracking screen for the active order.

2. Read the current state

   You will see the real-time state: PENDING (waiting for the merchant), PREPARING (being made), READY_FOR_PICKUP (ready for the courier), ASSIGNED (courier assigned), ARRIVED (the courier has arrived at your door) or WAITING_CUSTOMER (waiting for you).

3. Check the ETA and the courier's position

   Once the courier is assigned, their position and estimated arrival time update in real time. If there is a delay, the app will notify you.

4. Call the courier if needed

   Use the "Call the courier" button to contact whoever is carrying your order directly. This is useful if you need to give them access instructions.

5. Receive the order

   When the courier arrives, go to the indicated delivery point. If you do not appear within the maximum waiting time, the system activates the no-show protocol and the order may be marked as delivered or returned to the origin as appropriate.

How to cancel or reschedule an order

1. Open the order details

   From "My orders", tap the order you want to cancel or change.

2. Check if cancellation is available

   The cancel option appears while the order is in the PENDING state or in the early stages of PREPARING. Once the courier has picked up the order, cancellation is no longer possible from the app.

3. Cancel or reschedule

   Tap Cancel order or Change time slot. If you cancel, you will be shown whether any charge applies under the cancellation policy (which depends on the order state and who is cancelling). If you reschedule, pick the new available time slot.

4. Confirm the action

   The app will ask for confirmation. If a refund is due, it is processed automatically to the same card you paid with.

How to apply a discount coupon

1. Add products to the cart and go to the summary

   Before confirming payment, on the cart summary screen look for the Coupon code field.

2. Enter the code

   Type the exact code (it is case-sensitive) and tap Apply. If the coupon is valid and within its validity period, the discount is reflected immediately in the total.

3. Check the new total and confirm

   Verify that the applied discount is what you expected. Proceed with payment as normal. Only one coupon can be applied per order.

How to open a support case

1. Go to the order with the issue

   From "My orders", open the affected order. If the issue is not linked to a specific order, go directly to Help in your profile menu.

2. Tap "Report a problem"

   Select the category that best describes your issue: wrong item, delay, order not received, payment problem or other.

3. Describe the problem

   Write a brief message with the relevant details. You can attach a photo if needed.

4. Submit the case

   Tap Submit. The Operations team receives the case in their support console. You will get a notification in the app when the case is attended to or resolved.

For the merchant

These guides are aimed at the merchant's team: the owner who signs up, the manager who handles the catalogue and coupons, and the kitchen team who manages live orders.

How to join Te Lo Llevo (merchant onboarding)

1. Express your interest through the public website

   Fill in the interest form available on Te Lo Llevo's public website. Include the business name, the Mar Menor town, the type of establishment and a contact phone number.

2. Wait for the Operations team to get in touch

   A member of the Operations team will review your request, contact you and ask for the necessary documentation (tax details, company registration number, bank account for payouts).

3. Complete the verification

   Provide the required documentation. Once it has been validated, the Operations team will activate your merchant account.

4. Receive your credentials and set up your profile

   When your account is active you will receive your login credentials for the merchant app. Log in to the Manager Studio and complete your profile: display name, description, photo, opening hours and address.

5. Upload your catalogue and go live

   Add your categories and products (name, price, VAT code, photo, stock if applicable). When the catalogue is ready, activate the merchant so it appears visible to customers.

How to add a product to the catalogue

1. Open the Manager Studio

   Log in to the merchant app with your OWNER or MANAGER user and go to the Catalogue section.

2. Select or create a category

   Choose the category the product belongs to (for example, "Main dishes", "Drinks", "Bakery"). If the category does not exist, create it first.

3. Create the product

   Tap Add product. Fill in the name, description, price (in EUR), VAT code (IVA_SUPER_REDUCED 4%, IVA_REDUCED 10%, IVA_STANDARD 21% or EXEMPT), photo and the initial stock level if you are tracking inventory.

4. Set up modifier groups (if applicable)

   If the product has options — size, extras, cooking preference — add modifier groups. Indicate whether the group is single-choice (e.g., "Size: S / M / L") or multi-choice (e.g., "Extras"), and the additional price for each option.

5. Publish the product

   Switch on the Published toggle so the product is visible in the customer app. You can turn it off at any time to hide it without deleting it.

How to emergency-disable a product (the "86")

1. Find the product in the catalogue

   From the Manager Studio, locate the product that has run out or cannot be served right now.

2. Activate the "86 — Unavailable" toggle

   Tap the emergency availability switch. The product is marked as unavailable immediately: customers cannot add it to their cart, but the product is not deleted from the catalogue.

3. Re-enable it when it is back in stock

   When the product is back in stock or ready to serve again, deactivate the switch in the same way. The product becomes visible again instantly.

How to accept and prepare an order

1. Receive the new-order alert

   When an order arrives in the PENDING state, the merchant app sounds a visual and audio alert in the Kitchen Rail.

2. Review the order details

   Check the items, the modifiers chosen by the customer, any special notes and the estimated preparation time.

3. Accept or reject the order

   Tap Accept to confirm you will prepare it. If you cannot fulfil it (ingredient out of stock, kitchen at capacity), tap Reject and choose a mandatory rejection reason. The order moves to PREPARING after acceptance.

4. Prepare the order

   The Kitchen Rail keeps the order visible while it is being made. When everything is ready, tap Ready for pickup. The state changes to READY_FOR_PICKUP and the system assigns a courier.

5. Hand off to the courier

   When the courier arrives at the premises, hand over the order physically. The courier's app records the pickup and the state moves into the delivery phase.

How to create a discount coupon

1. Go to the Coupons section

   In the Manager Studio, navigate to Marketing > Coupons. You need OWNER or MANAGER role.

2. Create a new coupon

   Tap New coupon. Define the code (alphanumeric, no spaces), the discount type (percentage or fixed amount in EUR), the discount value, the validity dates and the maximum number of uses (optional).

3. Configure restrictions (optional)

   You can limit the coupon to a minimum order amount, to certain categories or to a single use per customer.

4. Activate and distribute the coupon

   Save and activate the coupon. Share the code with your customers through whichever channels you prefer (social media, posters, direct messages). Customers enter it in the cart before paying.

For the courier

The following guides cover the complete courier cycle: how to apply and get verified, go online, accept and complete a task, handle a customer no-show and settle accumulated cash.

How to apply and pass verification

1. Submit your application from the public website

   Go to Te Lo Llevo's public website and fill in the courier application form. Include your personal details, vehicle type and your usual working area in the Mar Menor.

2. Upload your KYC documentation

   The Operations team will ask for a photo of your national ID (DNI/NIE), your driving licence (if applicable) and your bank details for payouts. Upload them through the link they send you.

3. Wait for review

   The Operations team reviews your documentation. While the verification is pending, your account exists but is placed on an onboarding hold: you cannot accept tasks until the process is approved.

4. Receive your verification badge

   When your application is approved, your profile receives the verification badge. From that point you can log in to the courier app and go online.

How to go online and manage the dispatch board

1. Log in to the courier app

   Enter your credentials. Your profile will show the verification badge if you are approved. If it is not there, your account is still under review.

2. Activate the Online / Offline toggle

   Slide the switch to Online. The platform starts sending you task offers based on your location. Your position is updated continuously while you are online.

3. Check the dispatch board

   The board shows three sections: Offered (tasks awaiting acceptance), Active (the task in progress) and Closed (today's history).

4. Go offline when you finish

   When your shift is done, slide the switch to Offline. Make sure you have completed or closed all active tasks before going offline.

How to accept and complete a delivery task

1. Receive the offer

   The app shows an alert with the task details: merchant to pick up from, delivery address, distance and estimated time. You have 15 seconds to decide. If you do not respond, the task is automatically reassigned to another courier.

2. Accept the task

   Tap Accept within the time limit. The task moves to your Active section and the merchant's address appears with directions and an ETA.

3. Go to the merchant and pick up the order

   Head to the merchant following the app's directions. When you have physically collected the order, tap Picked up in the app. The order state advances and the customer receives a notification.

4. Arrive at the delivery point

   When you reach the customer's address, tap Arrived. The state changes to ARRIVED. The app activates the waiting timer.

5. Wait for the customer

   The state moves automatically to WAITING_CUSTOMER. If the customer appears, hand over the order and tap Delivered. The order enters the DELIVERED state and the task is closed.

How to handle a customer no-show

1. Wait until the timer expires

   When you are in the WAITING_CUSTOMER state, the system activates a waiting timer. Stay at the delivery address for the indicated time. During this time you can call the customer from the app.

2. If the timer expires without the customer appearing

   The app will offer the available options: mark as delivered (if you have reached an agreement with the customer through another channel) or start the return-to-origin process.

3. Initiate the return to origin (if applicable)

   Tap Return to origin (return-to-origin). The app gives you the address you need to take the order back to (usually the merchant or the sender). Complete the return and tap Return complete (return-complete).

4. The platform records the incident

   The system logs who bears the fee, the reason and the risk of the operation. The Operations team can review the incident from their console.

How to settle accumulated cash

1. Check your cash-on-hand balance

   In the courier app, open the cash console. You will see your current cash on hand balance — the total of all cash-on-delivery payments you have collected and not yet settled.

2. Respond to the alert if you exceed €100

   If your cash on hand exceeds €100, the app shows a warning alert. This is a signal to settle soon. If you do not settle within 24 hours, the platform will automatically block you: you will be taken offline and will not be able to accept new tasks until you have settled.

3. Carry out the settlement

   Hand over the cash at the settlement point indicated by the Operations team (this may be a financial institution, a Te Lo Llevo physical point or another agreed channel). Record the settlement in the app by entering the amount handed over.

4. Confirm the balance is back to zero

   After the Operations team confirms receipt, your cash-on-hand balance returns to zero and, if you were blocked, you regain the ability to go online.

For the cashier (POS)

The guides in this section cover the daily work at the POS (point-of-sale till): opening the session, ringing up a sale, handling age-restricted products, processing a refund and closing the till at the end of the shift.

How to open the till session

1. Log in to the POS with your credentials

   Sign in to the terminal with your username and password. The POS will identify you with your assigned role (STAFF, MANAGER or OWNER).

2. Select the terminal

   If the merchant has multiple registered terminals, choose the one you will use for the shift. Each terminal keeps its own session record.

3. Enter the opening cash float

   Count the cash available at the start of the shift (the opening float). Enter this amount in the session opening field. This value is recorded and will be used for the reconciliation at close.

4. Confirm the opening

   Tap Open session. The session is open and you can start recording sales.

How to ring up a sale at the POS

1. Add the products

   Search for products by name, category or barcode. Tap each product to add it to the current sale. Adjust quantities if needed.

2. Select the modifiers

   If the product has options (size, extras, variants), the POS will prompt you to choose before adding it. Modifiers with an additional price are added to the line amount.

3. Apply a discount if applicable

   Tap Discount on the line or on the total. The limit depends on your role: STAFF can apply up to 10% or €10 (whichever is lower); MANAGER up to 50%; larger discounts or full comps require OWNER. A reason is mandatory.

4. Add a tip (optional)

   The customer may add a tip; the preset values are 0%, 3%, 5% and 10%, with a custom amount option. The tip is only available with card payment and is added after VAT.

5. Choose the payment method

   Select CASH, CARD or SPLIT (part cash, part card). If paying cash, enter the amount received so the POS can calculate the change.

6. Complete the payment and print the receipt

   Confirm the payment. The POS prints the receipt automatically. The receipt includes product lines, modifiers, a VAT breakdown, the total, the payment method and the simplified invoice number.

How to sell an age-restricted product

1. Add the product to the sale

   When you add alcohol, tobacco or another age-restricted product to the sale, the POS automatically displays an age-verification confirmation window.

2. Confirm the age check

   Read the confirmation text: "The customer is over 18. If they appear under 25, I have checked their ID." Tap Confirm to record the attestation.

3. Continue with the sale as normal

   The POS does not capture any identity document data from the customer — it only records the attestation. Continue adding items or proceed directly to payment.

How to process a refund

1. Locate the original receipt

   In the POS, find the receipt or sale to be refunded using the invoice number or date. Only users with the OWNER role can initiate refunds.

2. Select the type of refund

   Choose between a full refund (returns all items on the receipt) or a partial refund (select which items or lines to return). A full refund is equivalent to cancelling the receipt.

3. Confirm the refund

   The POS recalculates VAT proportionally for partial refunds. The amount to be refunded is shown before you confirm.

4. Return the money to the customer

   Depending on the original payment method, the refund is processed in cash (from the till) or as a charge reversal on the card. The POS records the adjustment in the drawer and restores the stock of the returned items.

How to close the session and run the Z report

1. Finish all pending transactions

   Make sure there are no open sales or payments awaiting confirmation before starting the close.

2. Count the cash in the till

   Physically count the money in the drawer. The POS will guide you to enter the counted amount denomination by denomination if you wish.

3. Run the reconciliation

   The POS calculates the expected cash (opening float + cash sales − cash refunds − cash withdrawals). The difference between the expected and the counted amount is the discrepancy, which is recorded.

4. Generate the Z report

   Tap Close session and generate Z report. The Z report is the official end-of-day summary: sales totals by payment method, VAT breakdown, discounts and tips. It is immutable, carries a sequence number and is archived. It cannot be regenerated once issued.

5. Print or save the report

   Print the Z report if you need a paper copy and close the session. The drawer locks until a new session is opened in the next shift.

For the Operations team

These guides are aimed at the members of the Operations team who manage the platform from the Operations console: approving couriers, activating merchants, handling support incidents, running daily reports and working with compliance tools.

How to approve a courier application

1. Open the courier onboarding pipeline

   In the Operations console, go to Onboarding > Courier applications. You will see the list of applicants who have submitted their request and are awaiting review.

2. Open the application and review the KYC documentation

   Select the applicant. Check the uploaded documents: identification (DNI/NIE), driving licence (if applicable) and bank details. Verify that the documents are legible, current and consistent with the information provided in the application.

3. Check the declared working area

   Confirm that the courier operates in an area covered by Te Lo Llevo in the Mar Menor. If there are any area restrictions, note them in the application comments.

4. Approve or reject the application

   If everything is in order, tap Approve. The courier's account becomes active and they receive the verification badge in the app. If documentation is missing or there is any issue, tap Reject and state the reason; the applicant will receive a notification.

5. Notify the courier

   After approval, the system automatically sends a notification to the courier. If necessary, contact them directly to explain the next steps (collecting equipment, initial briefing, etc.).

How to activate a new merchant

1. Open the merchant pipeline

   In the Operations console, go to Onboarding > Merchant applications. You will see the leads (expressions of interest) received through the public website.

2. Contact the merchant and collect the documentation

   Call or write to the lead's contact to confirm their interest and request the necessary details: legal business name, tax identification number, premises address, bank account for payouts and owner contact details.

3. Create the merchant account

   From the Operations console, create the merchant profile by entering the tax and contact details. Assign the type of establishment and the coverage area.

4. Generate and send the credentials

   The system generates access credentials for the merchant app. Send them to the owner through the agreed channel (email or other).

5. Activate the merchant

   Once the merchant has set up their basic profile and uploaded at least some products, activate the merchant from the console so they become visible in the customer app. Confirm with the merchant that everything is correct before activating.

How to resolve a support case

1. Open the support queue

   In the Operations console, go to Support > Case queue. Cases are ordered by priority and opening date.

2. Open the case and read the details

   Select the case. Read the customer's message, the associated order details (if any) and any previous notes added by another team member.

3. Investigate and act

   Depending on the nature of the case (delay, wrong item, incorrect charge, order not received), check the order history in the lifecycle monitor, contact the merchant or courier if necessary and decide on the corrective action (refund, compensation, customer information).

4. Add notes to the case

   Record all actions taken in the internal case notes. This is important for follow-up and so that other team members can pick up the case if needed.

5. Resolve and close the case

   Once the problem is resolved, mark the case as Resolved. The customer receives a notification. If necessary, export the case to include it in a report or escalate it to another department.

How to run the daily report

1. Open the Reports section

   In the Operations console, go to Reports > Daily report.

2. Select the date

   Choose the day for which you want the report. The previous day is shown by default (the current day's report is generated at close of day).

3. Review the key indicators

   The report includes: total number of orders, revenue by service type (DELIVERY_COMERCIO, SERVICIO_COMERCIO, ENVIO_VECINOS, ENCARGO_RECOGIDA, URGENTE), average delivery time, number of cancelled orders and number of open incidents.

4. Export or share the report

   Use the Export button to download the report in the available format. You can share it with the management team or save it in the company's report archive.

How to handle a personal data request (GDPR)

1. Open the compliance console

   In the Operations console, go to Compliance > Data requests. You will see the received requests for data export or deletion.

2. Verify the requester's identity

   Confirm that the request comes from the account holder. Follow the established identity-verification protocol (this may require confirmation by email or phone).

3. Process the request

   For an export request: generate the user's personal data file and send it to them securely. For a deletion request: run the deletion process while respecting the mandatory legal retention periods (tax data, transaction records).

4. Record the action

   Every personal data request is logged in the platform's audit trail with the date, the type of action and the operator who carried it out.