How does the customer experience work?
Nothing will change from the current Mini App experience except for Grab Express will be added to the list of Shipping Options.
The delivery request won’t be sent to Grab Express riders until you confirm the order via Order Manager. We designed it this way so that we can make sure that all customer orders are already prepared and ready for pickup before a rider arrives at your store or pickup location.
After you confirmed the order via Order Manager, the delivery request will be sent to hundreds (maybe thousands) of Grab Express Riders. Once a Grab Express rider accepted the order, the customer will receive a Messenger and Email notification that a rider is about to pick up the ordered goods from the Merchant.
Customers can tap the “View Details” button to know the identity and contact information of the rider for security purposes.
For impatient customers, they can track the status of their delivery by clicking the link to track the order.
In case that the customer is busy while waiting for the rider to arrive, a notification will be sent to their Messenger account that the rider is already on its way.
On the same Grab Express Delivery Tracking Page, customers will also see the photos of the ordered goods taken upon pick and drop off. This will help both Merchants and Customers to easily trace whose liable in case there’s something wrong with the ordered goods.
What’s the fee difference between Grab Express on Grab Mobile App and Grab Express on ChatGenie?
A flat P10 fee will be added to all deliveries once you activate the Grab Express Automated Delivery feature.
Learn how to activate the Grab Express Automated Delivery feature
If you don’t have your Mini App yet, kindly go to https://chatgenie.ph/ to signup.