We want to give you clear guidance so you know what’s expected and can provide a 5-star customer experience for every delivery.

We advise all merchants to focus on four basic areas: Ratings, Responsiveness, Cancellations, and Accuracy. These areas set you up for success on the third party marketplaces as they invest heavily in driving traffic to their channel. They view these visits as "their" customers and insist on high standards for the experience. The better you perform operationally, the more success you will have.

Beyond the basics, you’ll also get reviewed by customers who order with you.

Ratings: End Customers as well as Delivery Drivers provide ratings on their experience. Knowing what they're looking - or what "good" looks like can really set you apart. Everyone pays attention to the timing. The faster you can get orders prepared and ready for pickup, the better your ratings with these delivery marketplaces and the more orders you will get. Minutes matter. Getting an order ready in 9 minutes vs 10 can change your displayed estimated pack time and drive more customers to order through your store.

Responsiveness: Be quick whenever possible. When you see an order come through, acknowledge it and select a bagging time. The shorter the better - selecting 5 minutes as often as possible is a best practice. Avoid making drivers wait.

Cancellations: No one likes to place an order that ultimately gets cancelled. Sometimes it's unavoidable, and everyone understands that. Avoid it whenever you can. Cancellations come in two forms - Active Cancels where you cancel the order in the system, and "Inactive Cancels" where the order does not get acknowledged for a longer period of time so automatically cancels. Bother are bad, inactive is worse. If you have an order that is not acknowledged for 10 minutes, you will likely get a call from Lula alerting you to the order. Respond as quickly as possible.

Accuracy: Carefully review the items in the order for size and flavor. If at all possible, reach out to the customer for substitutions if you are out of an item. Accurate orders help improve the ratings and customer experience.

Download and review the file posted below for a more detailed overview of what to expect in onboarding.

Please contact us if you have any questions.
​Email: [email protected]
​Phone: +1 (267) 263-7197