How to use PelicanPelican is the Android application that Glovo groceries and retail partners use to manage orders and their daily activities. This app has replaced the Orders app to ensure a better user experience and a faster and more efficient way to pick up orders.
👉 To learn how to use Pelican, please check the video below.
Pelican has two different picking solutions allowing you to see a list of all products in the order divided by categories manually pick them or scan the barcode of the products your customer ordered.
You can modify the price of the ongoing order which is useful in case of unavailable or weighted products.
The Pelican app is designed specifically for groceries and retail partners to accommodate your needs compared to the previous experience in the Orders app.
Pelican works only on an Android device, so make sure to have one or contact our support team to receive Glovo’s Sunmi device as soon as possible.
Here is how you can log in to Pelican on the Android device:
Download the app using this link.
Enter your login address and a temporary password you received via email on the day of your transition to the tool.
Set a new password.
Allow the Pelican app to run in the background to allow notifications of orders.
Repeat the process for every Store Address ID separately.
📝 Note: Make sure to have at least 500 MB of memory on your device to use the Pelican app. For example, you can delete a Google Chrome application, by selecting “Settings → App→ Google Chrome → Uninstall”.
If you encounter any issues with the device or the application, here is what you can try:
Make sure your device with the app is connected to WiFi.
Restart the device by simultaneously pressing and holding down the power and volume-up buttons until the device turns off. Then press the power button once more to turn the device on.
Make sure that you have the latest version of the app.
If you are having issues logging in, check the FAQs here. And if you still haven’t found the answer, contact our support team.
If you need help, our support team will be ready to assist you. Choose the option that fits your issue:
For live orders or app/device issues:
Other questions?
Tap the headset button at the top of the screen.
Select “Help with ongoing order”.
Tap “Start chat”.
💡 If you choose a past order, you will be guided to send a message through the Manager Portal.
15 minutes before each scheduled opening hour, you will see a reminder to open your store to start receiving orders from Glovo customers. You will have these two options:
“Confirm” (1) – your store will open up at your normal set time.
“Later” (2) – you will be asked 3 minutes later if you are ready to open. If you close the Pelican app, you will get the same notification when you open it. If you keep clicking on this button, you will get a notification every 3 minutes.
If you don’t check in at the designated time, you can manually change the status by clicking the store status button at the top left corner.
If your store has high-demand hours, you can set a different availability status so your customers can’t order from your store until you are ready to receive orders again.
At the top of the Pelican app, click on the “Open” icon (1).
Select “Busy for 30 minutes” (2) or “Close for the day” (3).
If you select “Busy for 30 minutes”, it will close your store for 30 minutes and automatically reopen after 30 minutes. If you don’t need the full 30 minutes, follow these steps:
Click the “Busy” icon (4).
“Change Vendor Status” (5).
Then click “Open” (6).
When you choose “Close for the day”, choose an accurate reason (7). Pick the accurate reason, and then click “Update”. Your store will remain closed until your next opening time is set.
📝 Note: When choosing any of these options, your already assigned orders won’t be cancelled to ensure the best customer experience. Make sure to collect the orders and hand them to couriers.
If you decide to reopen your store earlier, you can click the store status icon again and then click “Open”.
Finally, if you want to change the store schedule, you can do so in the ”Opening Times” section of your Manager Portal.
When you receive a new order, you will hear a sound notification and see it in the “Incoming” orders screen (1). To start working on the order, you need to assign it by swiping to the right using a sliding motion (2).
Tap on the order, and you then have the option to cancel picking the order (4) if you accidentally picked it up and can’t complete it now. The order will move back to the “Incoming” orders screen. This allows someone else in your store, who has access to Pelican on a different device, to pick up the products and complete the order.
If you wish to start the order, click “Start” (5).
When you click on the order, you will see a list of all ordered products, how many you have picked, and how many were ordered (6). For example, 0/12 means 0 of that order has been picked, and the customer ordered 12. Once you checked the order details, start picking up the products.
You can pick the items in two different ways.
The first way is by scanning the products. To do this:
Click on the scanner button (7).
The first time you do this, you may need to allow Pelican access to the camera by choosing the “While using the app” option (8).
Next, scan the barcode on the first product’s package (9). If, for example, the customer ordered 3 of the same product, you’ll need to scan the barcode 3 times.
📝 Note: when a product is ordered with quantity 1, it is marked as picked immediately.
Since Pelican has been designed specifically for groceries and retail partners, it has multiple functionalities to cover any possible need of such partners. Depending on an issue your store experiences, we will guide you through the solutions.
If you don’t have all the items as the customer ordered (for example they ordered 5 and you only have 4), put in just the amount you picked (1). In the app, this is called “Partial Fulfilment”.
If the product is out of stock, click the “Item out of stock” button (2).
Next, call the customer by clicking the “Call Customer” button (3) to discuss and confirm a replacement for the out-of-stock product.
After confirming with the customer, click the “Replace Item” (3) button to select an appropriate replacement.
If the customer does not agree with the replacement, you can remove the item from the order. Click the vertical ellipsis and then the “Remove Item” button (4). Confirm the removal by clicking the “Yes, remove item” button (5).
We highly encourage replacing the items instead of removing them to provide a better customer experience.
Sometimes the price of one of your products may have changed or it was different on the app when the customer ordered it. You can change the price of a product when you are picking it. To change it, simply enter the new price (6) in the app.
In the Pelican app, you can also disable products and they won’t be shown to your customers in their Glovo app.
Go to the “Products” tab (1).
Find the product in the search bar (2) by product name or SKU.
Swipe to the right (3), and click “Disable” (4).
If you want to enable the product back, click on the lock icon (5), then swipe to the left to select a product (6), and click “Enable” (7).
If you don’t want to scan every individual product, you can also click on the product and enter how many you picked under the “Units” section (10). Once done, click “Picked up” (11).
Once you have picked up the order, you can click “Checkout” (12). You’ll get a summary of the picked products (13) for you to review. Once you have reviewed the order and everything looks correct, click “Ready for Pickup” (14).
After this, the app will take you to the “Orders” screen (15) where you will see the status of the orders as “Ready for pickup” (16) and the arrival time of the courier.
Once the courier picks up the order, the order’s status will be updated to “Picked Up” (17).
If the courier needs to verify any info, you can use the “Orders details” screen. In addition, they may need to scan a barcode for the order. In this case click the (i) button (18) to open the order details page, tap the barcode icon (19), and they can scan it.
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