Delivery Fees – Setup & Troubleshooting Guide

Overview

Delivery fees in Hana POS are critical for:

• Revenue accuracy
• Correct billing on orders
• Transparency for customers

? Impact of Misconfiguration:

• Incorrect totals on orders
• Customer complaints about unexpected charges
• Loss of revenue if fees not applied

Delivery fees are applied based on order type, location, and pre-defined rules. Even small configuration mistakes can lead to operational issues.

Common Symptoms Reported by Florists

• Delivery fee not appearing on order
• Wrong delivery charge applied
• No fee applied for certain zip codes or regions
• Fee calculated incorrectly for multiple items or products

Root Cause Categories

1. Delivery Fee Not Configured
   • Fee rules not set in Hana POS
   • Default fee missing
2. Zip Code / Zone Mismatch
   • Delivery address does not match configured delivery zones
   • Typographical errors in zip code
3. Order Not Marked for Delivery
   • Order set as pickup instead of delivery
   • Delivery option not selected during checkout
4. Incorrect Fee Rules
   • Percentage vs flat rate confusion
   • Minimum/maximum order value conditions not met
   • Product-level exclusions

Step-by-Step Resolution

Step 1: Confirm Delivery Type

Ask the florist:

“Is this a delivery order or pickup?”

• Delivery: Fee should apply
• Pickup: Fee will not apply

? Why this matters:
Delivery fees are only calculated for delivery orders. Pickup orders bypass delivery fees.

Step 2: Check Fee Setup

• Navigate: Settings → Delivery Fee / Fee Rules
• Verify rules for:
  • Flat fee or percentage-based fee
  • Minimum/maximum order amount (if applicable)
  • Specific product or category exclusions

? Tip:
Ensure rules are active and not expired.

Step 3: Validate Zip Code / Delivery Zone

• Confirm that the delivery address matches configured zones
• Look for:
  • Typographical errors
  • Missing zip codes
  • Overlapping or conflicting zones

? Why this matters:
Delivery fees are often region-specific. Misalignment causes fees not to apply.

Step 4: Recalculate Order

• Refresh order page
• Reapply delivery selection
• Verify that fee appears correctly

? Tip:
If using cached order data, a log out / log in or browser refresh may be needed to see updates.

Step 5: Validate Final Amount

• Check subtotal
• Check applied delivery fee
• Confirm final total is correct

? Why this matters:
Validates that delivery fee logic is functioning as intended.

Critical Scenarios & Handling

Delivery Fee Not Applying

Possible Causes:

• Order marked as pickup
• Fee rules not configured
• Zip code outside configured delivery zone

✅ Action:

• Confirm delivery type
• Verify fee rules and zones
• Recalculate order

Wrong Delivery Fee Applied

Possible Causes:

• Percentage vs flat fee confusion
• Incorrect minimum/maximum order settings

✅ Action:

• Review fee type and rules
• Adjust configuration if needed

Fee Missing for Certain Zip Codes

Possible Causes:

• Zone not configured
• Typo in zip code

✅ Action:

• Add missing zip code to delivery zone
• Confirm fee rules cover new zone

Best Practices for Support Agents

• ✅ Always confirm order type (delivery vs pickup) first
• ✅ Check fee rules and zone configuration
• ✅ Validate delivery address / zip code
• ✅ Recalculate order after changes
• ✅ Avoid assuming system bug without validation

Escalation Guidelines

Escalate only if:

• Fee rules are correct but not applying
• Fee calculation error persists despite correct setup
• Multiple florists report similar delivery fee issues

Include in escalation:

• Delivery address / zip code
• Order details
• Configured fee rules
• Screenshots (if available)
• Steps already attempted

FAQ Section

Q1: Why is the delivery fee missing?
A: Delivery not selected or not configured for the order.

Q2: Why is the wrong delivery fee applied?
A: Fee type (flat vs percentage) or order value rules may not match the order.

Q3: Why is the delivery fee not applied for a specific zip code?
A: Zip code may not be included in the delivery zone configuration.

Q4: Can delivery fees be updated after order creation?
A: Yes, if the order is editable. Ensure recalculation after updating fee rules.

Agent Script (Standardized)

• Opening:

“Let’s check your delivery fee setup and make sure it applies correctly.”

• Verification:

“First, we’ll confirm this is a delivery order, not pickup.”

• Guidance:

“Next, we’ll review your fee rules and delivery zones to ensure everything is configured correctly.”

• Validation:

“Finally, we’ll refresh the order and confirm the fee appears as expected.”

• Escalation Closure:

“Since the rules are correct but the fee is still not applying, I’ll escalate this for further review.”