If you’re manually entering orders and often use the same pickup or dropoff location, Nash makes it easy to store these locations so you’re not typing the same thing over and over again!

Located in Settings>Locations

To utilize a saved location, during manual order entry, click the bookmark beside the address line, and the dropdown of all saved locations will appear for you to choose from:

Nash has a built-in, fully customizable notifications platform. This platform lets you own the end-to-end customer experience and keep your internal teams up to speed on potential issues.

Each notification is divided into two primary parts: defining the trigger and message and identifying the audience. The trigger and message are defined in each Notification Trigger, and the audience is defined in the Contact Groups section at the bottom of the page. By separating the trigger and message from the audience, Nash makes it easy to send multiple notifications to the same audience.

Within the message section, you will have access to delivery-specific variables that you can use to customize the message to your end customer.

By default, your account will have 3 customer-facing SMS notifications enabled and 2 internal notifications that are disabled. To see these notifications and edit them if necessary, follow these steps:

Each notification serves a different purpose, so let's take a closer look at each one.

The default notifications sent to your end customer are all SMS messages that are triggered upon a status transition from the delivery provider. This means that your end customer will receive an SMS message as the delivery progresses to its eventual completion. All notifications can be easily customized to fit your needs and brand voice, but the default messages are described below.

The messages intended for end customers are configured, and enabled, by default. They are configured to automatically send an SMS message to the phone number that was provided as the drop-off phone number, typically the end customer.

Status transitions to "Pickup Complete"

The first default notification that is triggered happens as soon as Nash receives a "Pickup Complete" status from the delivery provider. When this occurs, the provided drop-off phone number will receive the following SMS message:

Your order from {{pickup_business_name}} has been picked up. Stay tuned for more text updates and track the delivery here {{job_tracking_link}}

The {{pickup_business_name}} and {{job_tracking_link}} are variables, as designated by the surrounding curly brackets, or braces, and will be replaced with information specific to each delivery.

The delivery tracking link can be used by the end customer to track the location, ETA, and eventual proof of delivery photo for their delivery.

Status transitions to "Dropoff Enroute"

The next default notification that is triggered happens as soon as Nash receives a "Dropoff Enroute" status from the delivery provider. When this occurs, the provided drop-off phone number will receive the following SMS message:

The driver is on their way. They should arrive by {{dropoff_eta}}.

The {{dropoff_eta}} is a variable, as designated by the surrounding curly brackets, or braces, and will be replaced with an ETA specific to each delivery.

Status transitions to "Dropoff Complete"

The final default notification is triggered as soon as Nash receives a "Dropoff Complete" status from the delivery provider. When this occurs, the provided drop-off phone number will receive the following SMS message:

Your order from {{pickup_business_name}} has been delivered.

The {{pickup_business_name}} is a variable, as designated by the surrounding curly brackets, or braces, and will be replaced with the pickup business name specific to each delivery.

The remaining notifications are intended to help your internal operations run smoothly. They are created by default, but not enabled, because the best recipient of these messages will vary. To enable these notifications, you will need to define where they get sent by creating a Contact Group, and then adding that Contact Group to the notification(s).

Job Created

The first default notification that could be triggered would happen as soon as a new delivery is created in Nash. This notification is helpful if you do not typically sign in to the Nash portal, but still want to be notified every time a new delivery is created. The default message that is sent is:

A new job has been created. Track here: {{job_tracking_link}}.

The {{job_tracking_link}} is a variable, as designated by the surrounding curly brackets, or braces, that will send you to the same job tracking link that your end customer will receive upon "Pickup Complete" status.

Job Reassigned

The final default notification on your account could be triggered as soon as a delivery is reassigned from one provider to another. This notification is helpful to keep track of which delivery provider is fulfilling an order. The default message that is sent is:

Task reassigned on job {{job_id}}. Track here: {{job_tracking_link}}.

The {{job_id}} and {{job_tracking_link}} are variables, as designated by the surrounding curly brackets, or braces, that are specific to each job. The {{job_tracking_link}} will send you to same delivery tracking link that your end customer will receive upon "Pickup Complete" status and will allow you to see the new delivery provider assigned to the delivery.

Enabling Internal Notifications

As described earlier, internal notifications are not active by default. In order to activate them you will need to create a Contact Group and add it to each notification. When adding a Contact Group, you can select to receive an SMS, email, Slack, and/or a webhook.

Once the Contact Group has been enabled, open the notification you would like to add it to. Scroll down toward the bottom of the window, and use the dropdown list in "Add Contact Group" to select the desired Contact Group. Finally, toggle the active/inactive switch to enable the notification.

Dispatch Strategies are a means by which your deliveries get assigned to providers based on the preferences you define. They allow you to decide how your deliveries get assigned, to whom, and when/if your deliveries get auto-reassigned. Nash uses dispatch strategies to ensure that your orders are delivered in the most timely and cost-effective way, and ideally, to automate as many aspects of your delivery workflow as possible.

Dispatch strategies are customizable and it may be fitting for some businesses to use more than one, but let’s have a look at our default dispatch strategy:

To reach the Dispatch Strategy settings page, follow these steps:

Inside the dispatch strategy you will find a variety of information and options, but we'll focus on a few key pieces that make up the default dispatch strategy.

The first function provided by dispatch strategies is the ability to filter all of the providers you work with down to only those that should handle a particular job. You may have dispatch strategies for different geographic locations, which are served by different providers. Or you may have them for different workflows, high package value vs. low package value, for example. By using Dispatch Strategies together you are able to create a comprehensive delivery experience.

List of Allowed Providers

The list of allowed providers allows you to limit the number of delivery providers available to a delivery. Through this list, you can add (or remove) any provider that is currently enabled for your account. That way, when creating a delivery with that dispatch strategy, only the providers you choose will show availability for that delivery.

By default, you should have Uber assigned to your initial dispatch strategy. This ensures that you can start delivering as quickly as possible as these providers require almost no setup work!

Auto-Dispatch

When the Auto Dispatch toggle is enabled, a job will be matched with a delivery provider as soon as it enters the Nash portal. This means that a delivery will be dispatched to a delivery provider almost immediately. In most cases, this is the preferred method of dispatch. The delivery provider each job gets dispatched to is determined by the Selection Strategy setting described below.

The most common setting is to have auto-dispatch enabled. If you have any questions, please contact the Nash support team.

Selection Strategy

Jobs that are assigned via auto-dispatch are assigned to a delivery provider based on one of three selection strategies:

The most common selection strategy used is a price-based strategy.

One of the most utilized features of Nash is the ability to re-assign a delivery to a different provider, ensuring your delivery is completed. Re-assignment can be done manually, but by utilizing a dispatch strategy and enabling Auto Reassign, Nash will take care of this automatically on your behalf.

Auto Reassign on Failure

The first scenario that auto reassign can engage is upon provider failure. When this occurs, the delivery transitions to the next provider in the selection strategy. For example, a price-based strategy will select the next lowest-priced provider.

The most common setting is to have auto reassign on failure enabled.

Nash will attempt to Auto Reassign on Failure a maximum of two times. Should all three providers fail, you will need to manually assign to another provider or handle the delivery outside of Nash.

Auto Reassign on Pickup / Dropoff Time

The second scenario that auto reassign can engage is if a provider is taking too long to assign a driver. In this instance, Nash will automatically dispatch the job to the next provider in the selection strategy without canceling the first. As soon as a provider assigns a driver to the delivery, Nash will cancel the request with the other provider. By engaging a second provider Nash ensures that your delivery is completed as quickly as possible.

There are two ways to enable auto reassign on pickup or dropoff time, either in relation to the pickup time or the dropoff time. It is best to only enable one of them. For both options, you can determine if you want to engage the functionality based on the number of minutes before (until) or after (since) the associated time.

The most common setting is to have auto reassign on pickup time enabled and to set the threshold as 10 minutes since pickup time.

Nash will only attempt to Auto Reassign on Pickup / Dropoff Time once. It is possible to manually dispatch more providers, but you will be responsible for canceling the unnecessary fleets manually.

Auto Reassign Considerations

Different Dispatch Strategy on First Reassign

When this setting is enabled, you are able to use a different dispatch strategy when a delivery is reassigned for any reason (automatically or manually). This can be useful when the initial dispatch strategy is not well suited for dispatching providers with little to no lead time.

The most common reason to enable this setting is if the majority of your deliveries are assigned to providers that require more than a few hours of lead time. For most other scenarios, it is best to leave it disabled.

Auto Reassign Considerations

A few important items should be considered when enabling auto reassign on your dispatch strategy:

Dispatch Strategies contain additional settings to create the best delivery workflow for your business. These features are utilized in specific scenarios that are outlined below.

Dispatch strategies allow you to control the cost of your delivery dispatching in two ways.

Maximum Delivery Fee

Enabling this setting, and setting a maximum fee, puts an upper limit on the delivery fee that can be automatically incurred. When no provider is found under the Maximum Delivery Fee, Nash will not Auto Dispatch the delivery. Deliveries that are impacted by this setting can still be manually dispatched via the Job Details page.

This setting is specific to each organization and its desire to balance automation vs. cost control. The majority of Nash customers do not have this setting enabled.

This setting applies to both an initial Auto-Dispatch as well as any Auto Reassignment that may be attempted.

Cost Splitting Options

Cost-splitting options are only applicable to customers that have completed an integration with Nash. By utilizing these features, Nash will split the delivery fees from the provider(s) into an end-customer fee and a merchant fee. This is useful for merchants that want to subsidize the cost of delivery and have access to change that subsidy through the Nash portal and not their integration.

These settings are only applicable to those Nash customers with a custom integration. If you are not using a custom integration, changing these settings will have no impact on the end customer experience and should be avoided.

Maximum Fixed Fee

With this enabled, 100% of the delivery fee from the provider will be assigned to the merchant, up to the maximum fixed fee listed. For example, if the maximum fixed fee listed in the dispatch strategy is $3.00 and the delivery fee is $3.99, the end customer price delivered via the API would be $0.99.

Maximum Percentage of Package Value

With this enabled, 100% of the delivery fee from the provider will be assigned to the merchant, up to the maximum percentage of package value listed. For example, if the maximum percentage of package value listed is 10%, for a delivery with a $100 package value, the merchant would pay up to $10 in delivery fees. The customer would pay the remainder.

In most scenarios, these features should be left disabled. If you would like to enable them please reach out to the Nash Support team to discuss your needs.

Before dispatching your first job with Nash you will be required to add payment information to your account by following a few simple steps. Please note that only the account owner can add billing information to the account.

Once you have successfully linked your bank account you can dispatch your first job with Nash!

Nash is purpose-built to create deliveries from any order source you work with. Nash integrates directly with many of the most popular order sources, allowing for the automatic creation of deliveries within the Nash portal. Nash also has a full API to support custom workflows and integrations. To get started, however, we are going to go through how to create a delivery manually, directly in the Nash portal.

The delivery creation page is the first page that opens when you sign in to your Nash account. If you are already signed in and need to navigate to this page, you can do so by clicking on the "plus" icon and then clicking Create job manually.

Every delivery consists of 3 basic tenets: a pickup location, a dropoff location, and something to be delivered-package information. By filling in the information for each of these items you will create a delivery.

Pickup information consists of an address, a name, a phone number, and instructions that will help the driver locate the intended location. Let's examine each of those in more detail.

Pickup Address

This field is required and is the address that the delivery driver will need to go to in order to start the delivery. Nash validates the address and as soon as it is validated the map will update to reflect the pickup location.

Pickup Business Name

This field is required and is the name of the business where the pickup will occur. This is especially helpful in situations where multiple businesses share an address, such as a shopping center.

If your delivery is not being picked up from a business, you can put a contact name and number for the driver to call if they need help locating the address.

Pickup Phone Number

This field is required and is the phone number the driver will use in the event they are having trouble locating the pickup location.

Pickup Instructions

This field is optional but can be helpful for the driver to understand where to go to retrieve the delivery once they have located the address. These instructions are very useful for situations where it is not obvious how to proceed, such as if the pickup is actually at a loading dock behind the building, or if there is a specific counter to pickup at, or person to speak with at the pickup location.

If you are consistently creating jobs from the same few pickup locations, you can create a saved location in your Dispatch Strategy settings. Once you have one, or multiple, saved locations you can choose them by clicking on the bookmark icon.

Dropoff information is almost identical to pickup information. The only difference is that you have the ability to add a first and last name of the person receiving the delivery. All other fields are the same as when adding the pickup information.

All other information associated with the delivery can be added under the package section. This includes, but is not limited to, timing preferences, item counts, package value, driver tips, and delivery requirements. Let's review each option in detail.

Pickup Preference

By default, this option is set to now but you can also change it to scheduled. When creating a job set to now, you are requesting the earliest possible pickup and delivery. If you change the option to scheduled, you are able to set a pickup and dropoff time in the future.

Items Count

The Items Count is used to help the driver understand how many different items or packages they are delivering, This is especially useful when delivering multiple items at the same time to ensure they are all picked up together.

Package Notes

Package notes are used to provide a description of the item(s) being delivered. This is useful both for the driver's understanding and for your own reference.

Reference ID

The reference ID is an optional field that is typically generated from an external system and allows you to map an external system to a Nash delivery.

Package Value

The package value field should be the total dollar amount of the item(s) being delivered as shown on the order receipt.

Driver Tip

The driver tip is the amount of money that the driver will be tipped for completing the delivery. While tipping is not required, there is a high correlation between a driver's tip and the speed and reliability of that delivery being fulfilled.

Minimum Allowed Vehicle Size

This field allows you to indicate to the delivery providers that your delivery requires a vehicle of a specific size. For example, if you need to deliver a couch, you do not want a delivery provider showing up on a bicycle.

The minimum allowed vehicle size is not 100% enforceable. Nash will send the provided requirement to the delivery providers, but they do not always have the ability to honor it.

Package Requirements

This field allows you to set the features that the delivery provider must be capable of providing for each delivery. If you select one or more requirements that a provider cannot satisfy, they will be filtered out of the provider selection process.

The industry standard requirement is photo proof of delivery, which most delivery providers can accommodate.

Dimensions

This field allows you to tell the delivery provider the size of the item(s) in your delivery. For most deliveries, the default values do not need to be altered. If you are delivering large and/or heavy items, then providing proper size and weight dimensions will ensure an accurate quote from the delivery providers.

You can optionally add a dispatch strategy. Depending on the specifics of the dispatch strategy you add, your delivery may need to be manually dispatched.

See this article to learn more about dispatch strategies and how to set up auto-dispatch and reassign.

Once you have finished adding all of your pertinent delivery information, click the Submit button and your delivery will be created in Nash! Assuming you did not add a dispatch strategy, you will need to dispatch the delivery to a provider in order to have it completed. Deliveries are only automatically dispatched if you are using a dispatch strategy that has auto dispatch turned on.

Once you have created a delivery, it needs to be dispatched to a delivery provider. Deliveries can be dispatched automatically via the use of Dispatch Strategies, but if you need to dispatch a delivery manually follow these steps:

Go to the delivery details page and you can see the providers that are eligible for dispatching on the left side of the screen.

In this list, you will see the provider's information and the price they will charge for the delivery. To dispatch the delivery to a provider, simply click on the provider of your choice and click Assign Provider at the bottom of the screen.

Once the delivery has been dispatched the screen will update to show you the provider-specific information for that delivery. This may initially include things like the provider's ID for the delivery, the price, and an ETA. You can also find the status history timeline in the middle section.

As the delivery progresses you may also access additional information, such as driver name/phone number, if the delivery provider supplies that information to Nash.

Congratulations - you have successfully dispatched your first delivery! The delivery provider will now start the process of assigning a driver and completing the delivery. You can monitor the status of the delivery directly on the delivery details page.

Deliveries can be dispatched to providers from the delivery details page.

As you know, time is of the essence where deliveries are concerned. When thinking about delivery issues, keep in mind that if you have an issue occur between the time the delivery is picked up and prior to it being dropped off, sometimes the fastest solution for your customer is to re-make the delivery, and re-dispatch it through manual creation. Nash handles all refund requests on your behalf, so once the incident report is submitted, we will work to get you reimbursed when necessary.

My delivery is in “Created” status - why is there no driver to pick up my delivery?

The driver is assigned but is taking too long to pick up my delivery.

My driver seems to be stuck - my delivery hasn’t made it to its destination.

I manually reassigned to a different provider, but I can’t cancel the first provider through the portal.

Nash works to get you access to the most reliable delivery providers possible, and these providers may employ thousands of drivers. Occasionally, your delivery will not make it to its destination, there may be delays in dropoff, or there may be issues with the delivery when it arrives. Those instances will typically warrant a refund from the provider.

The following information will help you gauge what qualifies for a refund, and what doesn't, as well as when to report an incident for a refund vs when reporting isn't necessary.

Note: The below are general guidelines. Delivery incidents should be reported within 2 business days from the scheduled dropoff.

Response times from providers will vary, but typically will be provided within 14 days. You will see the refund reflected on your invoice once approved/denied.

Things don’t always go as planned. Here are your options based on the scenario at hand:

Delivery status is Dropoff Complete but your customer reports not receiving the delivery

This is the most common scenario to report an incident. The provider will complete an investigation to check several things on their end, including:

If the proof of delivery is clear, the driver geolocation is within range of the dropoff, and the timeline shows a standard advancement toward the dropoff, then the provider will not claim responsibility for the misdelivery. However, if one or all of those items are inconsistent with typical behavior, the provider will review the request and may issue a refund based on their guidelines.

Delivery status is: Created, Not Assigned Driver, Assigned Driver, Pickup Enroute, Pickup Arrived

If any delivery is canceled when in one of these statuses, the driver was never in possession of the delivery. There are no fees incurred to you, so there is nothing to refund. These requests will be denied.

Delivery status is: Pickup Complete, Dropoff Enroute, or Dropoff Arrived, and the provider has failed the delivery

In these instances, you will not be charged the delivery fee or tip because the provider canceled/failed on their end. You will likely want to refund your customer and re-make the delivery ASAP, so you may request a package value refund from the provider.

Similar to the Never Delivered category, the providers will review the POD, driver geolocation, and timeline. They will utilize maps with street views to determine if they can reasonably say the driver delivered the items to the correct location.

If the proof of delivery is clear, the driver geolocation is within range of the dropoff, and the timeline shows a standard advancement toward the dropoff, then the provider will not claim responsibility for the misdelivery. However, if one or all of those items are inconsistent with typical behavior, the provider will review the request and issue a refund based on their guidelines.

Note: Apartments, condos, or other multi-family residences can be tricky to deliver to. Putting clear instructions for access to buildings in the instructions of the pickup is a must! If drivers don't have instructions to access the building, and cannot get in touch with the customer when they arrive, they will leave the delivery outside the building. In this instance, the delivery provider is not responsible for the customer not receiving the delivery.

For deliveries where a driver arrives to pick up the delivery later than requested, or delivers the items later than requested, we encourage you to report the incident in these instances. Many, but not all, providers will refund a percentage of the delivery fee for orders that are delivered more than 30 minutes after pickup, but will not refund based on late pickups.

During peak delivery times, it can take longer for drivers to be assigned. If you have deliveries that are time sensitive, we recommend utilizing auto-reassign through dispatch strategies to ensure that your deliveries are reassigned to another provider if the first is taking too long to assign.

It is your responsibility to ensure all bags are properly sealed and closed to prevent tampering and that all items are given to the delivery provider upon pickup. Delivery providers will research missing items on a case-by-case basis. If there is no proof that the delivery was tampered with, then they will likely deny the request for a refund.

If your customer received the wrong delivery, the provider will research to see if the driver had multiple deliveries at the same time. If they find that the driver did have multiple packages, it's likely the deliveries got mixed up, and the provider will give a full package value, delivery fee, and tip refund.

For any delivery where the provider refunds the full package value, delivery fee, and tip, the Nash fee will not be incurred.

If your experience, or your customer's experience, with a delivery provider, does not meet expectations, you can report this directly to the provider through the Poor Delivery Experience category. Some providers use this information as a way to coach their drivers to do better next time, while others will ban the driver from delivering for you in the future. These incident reports will not generate a request for a refund.

Lunchbox Default Delivery Workflow