How to offer pickup and delivery at a phone repair shop

Why offer pickup at all

Some customers will never walk in. They are at work, they have kids at home, or they cannot be without a phone for the drive there and back. A shop that only takes walk-ins and mail-in loses those jobs to whoever makes it easier. Pickup and return turns a trip to the shop into a booking on your website.

Three ways to do it

• Your own driver. You control the service, but you pay for the person and the car whether there is a job or not, and nobody tracks the trip unless you build that yourself.
• Mail-in with a prepaid label. Good for customers who are far away. Slow for someone across town, and the customer still has to package the phone and get it to a carrier.
• An on-demand local courier, booked from your website. You pay per trip, only when there is a job. This is what STACKS Device Delivery via Uber does, on the shop's own Uber Direct business account.

What a good pickup flow needs

1. The price at checkout. The customer sees the delivery price for their own address before they pay, and pays it upfront. No callback to quote the trip.
2. Your brand, not the courier's. The checkout, the tracker, the texts and the emails all come from your shop.
3. Live tracking. The customer can see every stage: booked, driver on the way, picked up, on the way, delivered, with the driver's first name, car and plate.
4. A protected handoff. A photo and a signature when the device leaves the customer, and a PIN when it comes back.
5. The trip on the ticket. Your team sees where the device is on the order itself, and gets told when it is picked up, arriving or delivered, or when there is a problem.

How it works in STACKS

With Device Delivery, your STACKS website sends a local courier for the device. The courier collects it from the customer's home or office and brings it to your shop. When the repair is done, you send it back the same way with one tap, or the customer picks it up in store. The customer follows a live 3D map tracker on your website, in your logo colours, and every text and email comes from your shop with a link to it.

Every trip shows live in The STACKS App, on the order and on a Device Delivery list, with phone, desktop and browser notifications at every stage and an email for each one.

How to price it

Device Delivery is free for every STACKS shop. Your customer pays the delivery fee: the live courier price shown at checkout, and you can add your own markup on top of it.

Getting set up

• Open an Uber Direct business account for your shop at direct.uber.com and add a card.
• In The STACKS App, go to Account, Shipping Integration, Uber. Paste the three keys from Uber Direct (Developer, API Keys), switch on Repair, Buyback or Ecom, and turn on notifications.
• Connect Stripe in The STACKS App (Account, Payment Integration) so customers can pay for trips.
• Device Delivery then appears on your website by itself. Set your markup.

Coverage is Uber Direct's local delivery area around your shop. The full feature list is on the Device Delivery page.