Service Levels
How do I create a service level?
Select the type of service level you want to create: door-to-door deliveries, pickup points, or In-store pickup. Only one service level for pickup points (Bob Box/Pargo) can exist at a time. Complete the required fields, then enable the service level if you want it to be active.
The service level name is the name of the rate shown to customers at checkout. You can also adjust the handling time and delivery time to match your processes.
Max. pickup points to show
(For pickup points only) This sets the maximum number of available pickup points displayed to customers at checkout.
What is handling time?
Additional time added for preparing the shipment. It helps give customers a more accurate expected delivery time.
What is delivery time?
The delivery timeframe shown with the service level so the buyer knows roughly how long delivery will take.
What advanced options are available?
You can add liability (insurance) for each service level to cover lost or damaged items, or enable the automatic toggle. Use courier liability cover for dynamic rates and courier rates. There is also an option to ignore surcharges.
Set up rates to charge at checkout under specific service levels. A rate can be added to an existing service level or a new service level can be configured to the user’s specifications.
Users are able to configure multiple rates and the conditions are allowed to overlap. In such a case the cheapest rate will be selected. There is one exception to this and that is when a No rate configuration is matched.
How do I set up rates?
Add rates under an existing service level or create a new service level. Configure multiple rates; overlapping conditions are allowed. When multiple rates match, the cheapest rate is selected (except when a “No rate” configuration is matched).
What types of rates can I create for door delivery?
Five different types of rates, and each rate requires a delivery area, weight, and order value criteria. Available types are:
Dynamic rates
These rates are based on cached rates for each service level, zone, and courier.
Fixed rates
A single fixed amount charged when conditions are met (order value or weight bracket). A fixed rate of zero can be used for free shipping.
Formula rates
Calculated from a minimum charge + minimum weight, then a rate per kilogram thereafter.
No rates
Returns no rates for specific areas you do not want to service.
Courier rates
Real-time rates from the couriers based on order weight and addresses. If an address is classified as high-risk and attracts a surcharge, that surcharge is automatically included in the rate shown at checkout.
Smart shipping tip
Use the standard flyer dimensions (42 × 32 × 6 cm) as your default package. Rates at checkout are always calculated using the default package’s volumetric weight.
Pickup point
What is Pickup Point?
A Pickup Point is a delivery method where the customer collects their parcel from a nearby locker or counter instead of having it delivered to their address.
During checkout, the customer enters their delivery address and can select Bob Box lockers or Pargo counters as their preferred pickup point. The available pickup points are based on the customer’s delivery address and are located within a 5 km radius.
For more information on Bob Box and how to set it up, please refer to the Bob Go Help Centre.
You can also learn more about Bob Box on the Bob Box website.
In-store pickup
What is Bob Go In-store Pickup?
Bob Go In-store Pickup allows customers to order online and collect their orders directly from a selected physical store instead of having the order delivered to their address. Merchants can configure their store locations, trading hours, and collection radius in the Bob Go Address Book.
How does the customer collect the order?
The customer provides their order/waybill reference and the OTP sent to them. A staff member with the StoreAgent role can enter and verify the OTP. Once successfully verified, the order is marked as collected/completed.
What are surcharges?
Surcharges are charged in addition to normal courier rates for collection or delivery areas outside established courier routes. Some remote areas may have special surcharges.
How do I set up surcharges?
Create surcharges by selecting zones and tags from the surcharge map. Surcharges are global and not linked to any service level. You can set them as a fixed price so the cost is covered by the rate charged at checkout.
What happens if I don’t add surcharges?
If no surcharges are configured and an address falls in a surcharge area, the merchant covers the cost. This applies only to Dynamic Rates.
Checkout log
What does the History section show?
Past rate requests and returned rates, including:
- Channel the rate was requested from
- Timestamp
- Customer’s postal code
- Basket price and weight
- Shipping rate charged at checkout
- Total price
Map
What do the maps show?
Bob Go maps classify areas as Local, Main Centre, or Regional based on the different postal-code classifications used by the couriers. These help you understand how couriers categorise deliveries.
Configuration Settings
What is a fallback rate?
A fallback rate is the shipping rate shown when the collection or delivery address cannot be geocoded.
What is the fallback rate used in this configuration?
You have the option to add a fallback rate that will be presented to customers when their address is incorrect or cannot be successfully geocoded.
Settings and defaults
You can add a preferred package to be used when requesting checkout rates from couriers.
Can I hide the delivery timeframe at checkout?
Yes. Enable Hide the delivery timeframe at checkout to prevent delivery timeframes from being displayed.
What happens if a product has no weight?
If Use default item weight is enabled, Bob Go will use the configured default weight for products without a specified weight.
What are installed channels?
Installed channels are the sales channels connected to Bob Go. In this example, Shopify Creative Studio is connected, and checkout rates are enabled. To make use of Bob Go rates at checkout if you have an installed sales channel, it is important to enable the checkout rates for the channel on Bob Go.
