4. FAQ

Who is the Quiver courier?

Quiver's couriers are a selection of well-trained full time and part time employees. We understand that our couriers will be associated with your brand and we take this seriously. Neat, tidy, clean and courteous are some of the words that customers associate with Quiver couriers.

How should we communicate and market your delivery options to our customers?

Up to you! You can alter the text provided at checkout as you wish. A couple of our clients have provided full pages on their site and collections of items dedicated to our delivery (Desmond & Dempsey here) and other have sent out email (Leaf Envy below) or social media communications (Young Goat).

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What happens if Quiver is unable to deliver within 1 hour?

If we're unable to deliver your customer's order within their selected time frame, Quiver will provide the customer with a full refund of the delivery fee. Your customer will receive this from us directly.

Can we add our own branding to your emails and tracking web page?

Yep we can! It's easiest to setup a quick call with your design/marketing team - to show you how this design looks as standard and to discuss the changes we want to make.

What kind of proof of delivery do you provide?

We don’t ever leave deliveries outside the front-door - we don’t pay our couriers per delivery done and so there isn’t the incentive for couriers to leave packages in sub-optimal locations. Because our deliveries are typically completed much closer to the time at which the order took place, we see a much greater first delivery success rate (99%) than other carriers.

We also allow customers to leave notes on their delivery preferences if they’re going to be out, and will phone them if they are not answering the door so we can ensure we leave their package in the best place for them. Lastly we can provide photos of deliveries made as proof of delivery - these will be accessible within your dashboard at app.quiver.co.uk.

What happens if you’re unable to complete a delivery?

Generally, we have a much higher 'delivery acceptance rate' than regular carriers do, due to the shorter time-frame that we provide between order and delivery. If 'Immediate', the customer is almost 100% always there. If 'Same Day' or 'Next Day', we see a 96.2% acceptance rate across all the merchants we serve.

For the small % of customers who are not in when we attempt to deliver, our logic flow looks like this;

→ 1. within our Delivery Confirmed & Out For Delivery emails we have some text that says;

“If we miss you is there a safe spot, friendly neighbour or concierge that we can give your delivery to? Let us know and leave some delivery instructions by selecting the Track button below!”

If the customer selects this button, they visit their track.quiver.co.uk tracking site and there is a Delivery Instructions section where the customer can input their instructions to us. We'll then follow these instructions and send an email to the customer confirming the course of action we've taken (if not handed to the customer directly). Customers use this often and it's super useful for us.

→ 2. If the customer is contactable via intercom or via phone number, we'll contact the customer and follow their instructions.

→ 3. if no note is left or the message is unclear and the customer is not contactable (ie don't respond to intercom and/or we don't have phone number) then the following rules apply;

a. if there's a concierge service, then deliver to concierge. This can supersede '2' if obvious.

b. if small box/envelope, can sometimes fit through letterbox.

c. if there's a friendly neighbour that's clearly in with lights on, we'll ask the neighbour if they're happy to take the delivery. This does not apply for council estates or similar accommodation facilities like student housing. Our couriers only select a neighbour that they'd be happy leaving their own orders with and so we have a high bar here - our couriers are not financially incentivised to 'complete' deliveries, so there are not perverse incentives at play. In the rare occasions that we do deliver to a neighbour, we email the customer immediately to inform them of the course of action that we've taken.

d. if there's no other option, we email the customer to arrange for a re-delivery slot.

This can be tweaked to suit your business needs - so let us know!

How do you typically pick & pack and is this cost is included in the delivery fee?

We typically don’t pick and pack orders - usually the products come pre-packed and ready to be delivered to the customer. Packaging requirements are significantly less for Quiver deliveries as the time in transit for products is typically <1 hour.

Can we get some client references to understand their experience with Quiver?

Certainly! We'd be happy to provide you with direct contact to some of our clients - please just ask your Quiver contact or email matt@quiver.co.uk and we'll introduce you.

Does Quiver Fulfilment provide restocking notices / inventory management services?

Yes - you’ll be able to set a minimum inventory level per sku so you’re notified via email if we fall under a certain quantity. You also have access to your personal dashboard at app.quiver.co.uk to see our deliveries and inventory levels in real-time.

How can we stop working with Quiver if we want to?

No problem - it's easy. You can uninstall our app from Shopify with two clicks or delete our extension from WooCommerce/Magento/Squarespace. If we have your stock with Quiver Fulfilment, we'll do a final inventory count, let you know and then you just need to organise collection of it. Simple and easy as that. No fees.

If you have additional questions, do email us at matt@quiver.co.uk 😊