Operations
The Operations team is the centre of gravity of Te Lo Llevo. From the Operations console they watch the courier fleet, onboard merchants and riders, resolve incidents and make sure the platform meets its legal obligations.
While customers, merchants and couriers interact with their own apps, the Operations team sees everything from above: the state of every active order, how much cash each courier is carrying, which shops are open and which are not, and any incident that needs a human to step in. The Operations console is the control panel that makes this possible.
Who they are
The Operations team is the super admin of Te Lo Llevo. They are the people responsible for making the whole ecosystem work: they hire and verify couriers, onboard merchants, monitor the fleet in real time, manage support cases and ensure the platform meets its legal and fiscal obligations.
Unlike all other personas — who can only see their own domain — the Operations team has complete visibility: every order, every courier, every merchant and every transaction. With that power comes the responsibility to act with judgement: blocking a courier carrying too much cash, pausing a merchant with quality issues, or escalating an incident before it affects the customer.
The tool
The Operations console — accessible only to the super-admin team. No other persona has access to this view.
The mission
Keep the platform operational, honest and compliant: an active fleet, verified merchants, resolved incidents and data in order.
The control room
The Operations console opens with a real-time stats dashboard: active orders, couriers online, open merchants and revenue for the day. It is an instant snapshot of the state of the platform that the team checks at a glance when they start their shift, refreshing continuously.
Fleet control
A view of all couriers: who is online, who is mid-delivery, who is carrying too much cash. From here an operator can force a courier offline if the situation demands it — for example, an automatic block for unsettled cash.
Shops control
A view of all registered merchants: active/inactive status, category, town. Allows the team to temporarily pause a merchant, review their profile or get in touch with them.
Sales control
Revenue broken down by service type —
DELIVERY_COMERCIO, ENVIO_VECINOS, URGENTE,
etc. — to understand which channels are performing best at any time of day or season.
Active alerts
The dashboard flags any situation requiring immediate attention: couriers with
cash on hand above €100, orders stuck in PENDING for too long, or
merchants with a high rejection rate.
If a courier is carrying more than €100 in cash on hand and has not settled within 24 hours, the system blocks them automatically. The Operations team can also force the block manually from the fleet control view if any other operational incident is detected.
Onboarding pipelines
Nobody joins the platform without going through an onboarding process managed by Operations. There are two main pipelines: one for couriers and one for merchants.
Courier onboarding
A courier candidate completes their application through the public website. They upload the documentation needed for identity verification (KYC). The Operations team receives the application in the console, reviews the documents and makes a decision. Until the account is approved, the courier stays in an onboarding hold and cannot go online or receive tasks.
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Application on the public website
The candidate fills in the courier interest form and uploads their identity documents for the KYC process.
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Operations review
The operator opens the application in the console, verifies the documentation and checks that the candidate meets the requirements. Additional documents can be requested if needed.
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Approval and activation
The operator approves the account. The courier receives a notification, gets their verification badge and can start going online and accepting tasks.
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Rejection (if applicable)
If the documentation is invalid or requirements are not met, the operator rejects the application with a reason. The candidate may reapply after addressing the flagged points.
Merchant onboarding
A merchant interested in joining Te Lo Llevo submits their interest through the public website. That expression of interest arrives in the Operations console as a lead. The team contacts them, validates the business information and, if everything checks out, activates the merchant account. From that point the merchant can configure their profile, their catalogue and start receiving orders.
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Interest lead
The merchant submits their name, business type and contact details on the public website.
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Contact and validation
Operations contacts the merchant, collects business registration documents and confirms the business is legitimate and compatible with the platform.
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Initial setup
The operator creates the account, sets the town, categories, initial opening hours and the default VAT code. The merchant receives their credentials.
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Account active
The merchant can now log into the merchant app, complete their profile and publish products. They are ready to receive online orders and use the POS in the shop.
Daily reports
Every day the platform automatically generates a daily report that consolidates the most important operational metrics. The Operations team reviews it first thing the following morning to get the pulse of the previous day.
| Metric | What it measures | What it is used for |
|---|---|---|
| Total orders | Number of completed, cancelled and returned orders for the day | Overall operational volume; spotting anomalous days |
| Revenue by service type | Billing broken down by DELIVERY_COMERCIO,
ENVIO_VECINOS, URGENTE, etc. |
See which channels are generating the most revenue |
| Average delivery time | Average minutes from courier pickup to handoff | Measure service quality and spot bottlenecks |
| Cancellation rate | Percentage of orders cancelled relative to total | Detect supply or demand issues |
| Active couriers | Number of riders who completed at least one delivery in the day | Evaluate fleet coverage |
The daily report requires no manual action: the system generates it and makes it available to the team in the Operations console. For deeper ad-hoc analysis, operators can filter sales data directly in the sales control view by date, town or service type.
Support & incidents
The Operations team is the last line of support on the platform. When a customer, a merchant or a courier has a problem they cannot resolve on their own — a stuck order, an incorrect charge, a failed delivery — the incident arrives in the support console.
The support console
The console shows a queue of open cases. Each case includes the identifier of the affected order, the type of incident, who reported it and when, and the current status. The operator opens the case, reviews the details, adds internal notes, takes action (for example processing a refund or reassigning a courier) and closes it with a resolution. Cases can also be exported for external tracking or audit purposes.
Incident queue
A view of all open cases, sorted by age and priority. The operator assigns cases and updates their status as the resolution progresses.
Return-to-origin queue
When a delivery fails because the customer does not appear, the order enters the return-to-origin queue. Operations monitors what happened, who bears the cost and whether the courier has correctly returned the parcel to the sender.
Order lifecycle monitor
A view of scheduled orders (booked for a future slot) and cancelled orders for the day. Lets the team detect cancellation patterns or scheduled orders that may not have courier coverage.
Export
Any support case can be exported with all its details: note history, resolution status and associated order data. Useful for audits or formal complaints.
If a customer does not appear to collect their order, the courier can initiate the return-to-origin protocol: the order is returned to the merchant or sender. The system records the reason, who bears the fee and the risk of the operation. Operations monitors this queue to ensure no returns are left unresolved.
Compliance consoles
Te Lo Llevo operates under Spanish data-protection law and the applicable fiscal obligations. The Operations team has access to dedicated consoles to manage these responsibilities in an orderly and auditable way.
Data requests (GDPR)
Customers can request a data export or submit a deletion request. Each request arrives in the console, the operator handles it and it is logged as resolved.
Retention policies
The platform applies scheduled data-retention policies. Operations can review when the last policy ran and what data was purged.
Secret rotation
Sensitive system credentials are rotated periodically following a secret-rotation policy. Each rotation is logged in the console to guarantee that no credentials are stale or compromised.
Audit trail
Every sensitive action carried out by the Operations team — and by couriers in their cash operations — is recorded in an immutable audit trail: who did what, when and on which record.
The platform is designed to comply with the Spanish Veri*Factu anti-fraud invoicing regime (Ley 11/2021, RD 1007/2023). This requirement — immutable hash-chained fiscal records, near-real-time submission to the AEAT and a legend on each receipt — is a planned build, not yet live. For full detail, see the Legal compliance chapter.
Geo tools
The Operations console includes geolocation tools to support situations where an address or delivery time is key to resolving an incident.
Address lookup
The operator can search and validate any address within the covered towns — Los Alcázares, San Javier, Santiago de la Ribera, San Pedro del Pinatar, La Manga and Cartagena — to confirm that an order has a correct delivery address.
ETA and distance estimation
For any origin–destination pair, the console can calculate the distance and estimated delivery time. This helps resolve disputes about whether an order took too long or to validate the delivery fee charged.
These tools are especially useful during the summer high season, when order volumes and fleet pressure multiply in towns like La Manga or Santiago de la Ribera, and every minute of deviation can make the difference in customer satisfaction.
A day in the life of the Operations team
It is 8:45 on a July morning at the height of the summer season. Ana, the morning-shift operator, opens the Operations console at her desk.
The first thing she sees is the stats dashboard: 12 couriers online, 3 orders stuck in
PENDING for more than 5 minutes — unusual for that time — and an amber
alert: one courier is carrying €87 in cash on hand, close to the €100 threshold. Ana
makes a mental note to keep an eye on them.
She reviews the previous day's report: 214 completed orders, average delivery time of
28 minutes, revenue of €1,840 — the best Tuesday of the season so far. The most active
channel was DELIVERY_COMERCIO at 71% of total.
At 9:10 a new courier application arrives. Ana opens it: all the documentation is in order. Within five minutes she approves the account, the new rider receives their notification and can go online for the first time. More fleet exactly when it is most needed.
At 10:30 a support case is assigned to her: a customer says their order has been in
PREPARING for 40 minutes. Ana opens the order lifecycle monitor and sees
the merchant has not moved the status. She calls the merchant directly; they confirm the
order is already ready. Within two minutes the status advances to
READY_FOR_PICKUP and a courier picks it up. Ana closes the case with a
resolution note.
At midday the courier carrying €87 reaches €104. The system blocks them automatically. Ana sees the alert on the dashboard, contacts the rider to remind them of the settlement process and, as soon as they complete it via the app, the block is lifted. The entire sequence is recorded in the audit trail.
At 17:00, before the afternoon shift arrives, Ana exports the day's case summary and leaves handover notes. The platform keeps running — the control room never closes.
The Operations team is not just a reactive support service. They are the guardians of the trust that allows customers, merchants and couriers to rely on Te Lo Llevo — today, tomorrow and at the peak of August.