---
title: Pickup & Delivery
description: pickup and delivery services
---
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1. [WeBox Knowledge Base](https://support.webox.com/en/kb)
2. [General](https://support.webox.com/en/kb/general)
# Pickup & Delivery
### Delivery & Pickup
Everything you need to know about how your meals travel from partner kitchens to your office — including service windows, the full delivery process, driver pickup procedures, and how to report issues.
---
### 1. Delivery Overview
#### Service windows & cutoff times
| Service | Delivery window | Order cutoff (same day) | Cancellation cutoff |
| --- | --- | --- | --- |
| Lunch | 11:00 AM – 12:30 PM | 8:00 AM | 8:00 AM |
| Dinner | 5:00 PM – 6:30 PM | 2:30 PM | 2:30 PM |
**Note:** Each partner/brand may have an earlier individual cutoff time. Once a brand's cutoff has passed, cancellations are not permitted for that brand's items.
#### Service area
WeBox currently delivers to teams in **San Jose**, **San Francisco**, **San Carlos**, and **Sunnyvale**. For the most up-to-date coverage map, visit [webox.com/serviceArea](https://www.webox.com/serviceArea).
#### Order tracking
After checkout, a real-time tracking link is sent via email or Slack integration. You can monitor driver location, estimated arrival time, and live status updates throughout the delivery.
---
### 2. How Your Order Travels — End to End
Every WeBox delivery goes through five stages from order placement to drop-off.
#### Stage 1 — Order placed
Your order is confirmed and transmitted to partner restaurants. Each individual item is assigned a unique QR label that ties the meal to your order and delivery address.
#### Stage 2 — Driver pickup
A WeBox driver arrives at the partner restaurant within the assigned pickup time window. The driver scans a random item label to verify the order, counts all items, and confirms quantities before leaving. If the quantity doesn't match the system record, the driver must re-scan every item to identify discrepancies.
#### Stage 3 — Hub sorting & consolidation
At the WeBox hub, meals from multiple restaurants are reorganized by order. Each item is scanned and matched to its designated box using a **torch label** — a printed label that maps meals to specific customers and delivery groups. During this stage:
- Cutlery kits are set up
- Temperature control packs are arranged per box
- Touch labels are applied where needed
- WeBox Mart items are prepared for private-label packaging
#### Stage 4 — Dispatch & en route
Before departure, the driver scans the **first and last box** to verify total box count. Real-time GPS tracking begins, and the system monitors driver location throughout the route.
#### Stage 5 — Drop-off & proof of delivery
Upon arrival at your office, the driver completes the following steps before the delivery is marked complete:
1. **Geofence verification** — GPS confirms the driver is at the correct address.
2. **3-minute unloading wait** — The app enforces a 3-minute countdown before scanning is enabled. This ensures items are physically unloaded before confirmation, preventing false scan-from-vehicle completions.
3. **Box scanning** — Every box QR code is scanned on-site.
4. **Photo upload** — A photo of the delivered boxes is uploaded as proof of delivery.
5. **Completion confirmed** — The driver taps "Complete." Your order is closed.
**Tip:** If you need to verify a delivery, delivery photos and scan logs are stored in the system and can be reviewed by our support team.
#### Temperature handling
Hot and cold items are always kept in separate, dedicated boxes. Hot boxes use hot water packs. Cold boxes use cold code packs. Mixing hot and cold boxes is strictly prohibited at every stage of the process.
---
### 3. Driver Pickup Procedures
*This section is for WeBox drivers and hub staff using the WeBox Flex App.*
#### Full pickup workflow
| Step | Action | Detail |
| --- | --- | --- |
| Step 1 | **Check in** | Open the WeBox Flex App and tap **Check In**. Select the correct working date. Facial recognition is currently optional and can be skipped. |
| Step 2 | **View tasks** | All assigned tasks appear on your dashboard sorted by start time. Tasks must be completed in order — the next task unlocks only after the current one is finished. |
| Step 3 | **Tap to start** | Select a pickup task, review the restaurant name, address, and contact info, then tap **Tap to Start** to begin navigation. |
| Step 4 | **Arrive & scan** | Tap **Arrive** when you reach the restaurant. Scan any random item label from the order to verify you are at the correct pickup location. |
| Step 5 | **Count & submit** | Count all items, enter the quantity, and tap **Submit**. The system compares your count against the expected quantity. |
| Step 6 | **Complete** | Confirm the pickup summary and tap **Complete**. Repeat for each pickup stop before returning to the hub. |
#### Handling pickup exceptions
##### Quantity mismatch
If the quantity you entered doesn't match the system record, a warning popup appears. Tap **Start** to re-scan every item individually. The app will display which labels are pending. Once all items are scanned and quantities are confirmed, tap **Confirm**.
##### QR code won't scan
Tap **Having trouble scanning the QR code?** and select the reason:
- Hand-written label
- No label
- QR code cannot be scanned
Then upload a photo and enter the item quantity manually. Tap **Submit** to complete.
##### Item confirmed missing
If after re-scanning it is confirmed that an item is missing, follow the system prompts — tap **Confirm** then **Complete**. The missing item's label will display on screen. Contact your hub leader immediately.
##### Partner delay
If the restaurant is not ready within the pickup window, tap **Partner Delay**, enter the reason, upload a photo, and submit. Do not wait beyond the pickup window without reporting the delay.
---
### 4. Hub Sorting Process
After all items are picked up, sorting happens at the hub before dispatch.
#### Sorting steps
1. In the WeBox Flex App, tap **Place Items**, then tap **Scan Items**.
2. The app first displays **Meal** — scan the QR code on the item.
3. The app then displays **Box** — locate the correct box using the torch label and scan the box QR code. A "Correct" confirmation appears.
4. If the wrong box is scanned, a warning popup appears. Tap **Try Again**, find the correct box, and re-scan.
5. After sorting all assigned items, tap **Completed** and confirm. Note: once confirmed, no further sorting can be submitted for that session.
**Sorting tips to avoid errors:**
- **Step 1:** Locate the correct company using the index on the torch label.
- **Step 2:** If a company has multiple boxes, match the box number carefully.
- **Step 3:** Locate the customer's designated position on the torch label grid.
- **Step 4:** Double-check that the name on the meal label matches the name on the torch label. If duplicate names appear, use the index number on the meal label to identify the correct slot.
#### Torch labels
Torch labels are required before any sorting or dispatch can proceed. They are printed from the WeBox Admin console (**Logistics → Torch**) and contain the full box layout for the delivery run. A valid torch label must exist before drivers can begin sorting — missing torch labels will block the downstream process.
---
### 5. Issues & Exceptions
**Report within 30 minutes** of your delivery window to qualify for full credit or replacement.
#### Missing items
Contact support immediately via chat or at **(408) 685-2000**. Our team will review the scan logs and delivery photo. A full credit is issued if the missing item is confirmed.
#### Wrong items delivered
Every box is matched by QR code to a specific customer during sorting. If a wrong-item report is received, we review the driver's scan log. If a driver scanned an incorrect torch label, a penalty is applied to the driver's account and a credit is issued to you.
#### Damaged or low-quality food
Take a photo and report the issue via chat or email at **support@webox.com**. We will coordinate with the partner restaurant. A replacement or full refund will be issued based on the investigation outcome.
#### Delivery not confirmed / driver did not complete
Drivers are required to wait on-site, scan all boxes, and upload a photo before a delivery can be marked complete. If a delivery trail location is not completed by **11:59 PM** on the delivery day, an automatic penalty is applied to the driver's record. Contact us if your office received no delivery.
#### Food allergy concerns
All menus on the WeBox platform include allergen information. If you have a concern about a delivered item, contact support for a full investigation. WeBox follows strict hygiene protocols per California health standards. For custom dietary requests, email [support@webox.com](mailto:support@webox.com).
---
### 6. Driver Penalties Reference
The following penalties apply to WeBox drivers for operational errors.
#### Pickup penalties
| Issue | Trigger | Penalty |
| --- | --- | --- |
| Late arrival at first stop (0–5 min) | GPS-confirmed arrival after pickup window end | $2 |
| Late arrival at first stop (6–10 min) | GPS-confirmed arrival after pickup window end | $5 |
| Late arrival at first stop (10+ min) | GPS-confirmed arrival after pickup window end | $10 |
| Box left behind at restaurant | Partner reports driver left a box at the shop | $15 |
#### Drop-off penalties
| Issue | Trigger | Penalty |
| --- | --- | --- |
| Route not completed | Trail place not completed in app by 11:59 PM | $2 per uncompleted stop |
| Missing boxes at hub | Box missing during hub dispatch verification | $15 |
| Wrong boxes delivered | Customer receives boxes intended for another company | $15 |
| Missing boxes at delivery | Fewer boxes delivered than assigned | $15 |
#### Sorting penalty
| Issue | Penalty |
| --- | --- |
| Item placed in wrong box during sorting | $5 |
---
### 7. Driver Code of Conduct
The following are zero-tolerance policies. Any violation results in immediate removal from delivery duties.
- **No tips.** Drivers may not accept tips from clients under any circumstances.
- **Do not take anything from client offices.** This includes drinks, snacks, coffee, or any other items — hot or cold.
- **No leftover meals.** Drivers may not take any leftover meals from deliveries, regardless of timing.
- **No mixing of hot and cold boxes.** Hot and cold boxes must be kept separate at all times.
#### Uniform
All drivers and hub team members must wear the WeBox vest at all times while on duty. Business casual attire with slip-resistant shoes is required.
#### Vehicle requirements
Delivery vehicles must be well-maintained (no visible damage), with cargo space cleared of personal belongings, and free of pets or pet hair. For WeBox fleet e-vans, vehicles must be fully charged before use.
---
### 8. Contact Us
| Channel | Contact |
| --- | --- |
| Phone support | (408) 685-2000 |
| General support email | [support@webox.com](mailto:support@webox.com) |
| Catering inquiries | [catering@webox.com](mailto:catering@webox.com) |
| Submit a ticket | [webox.com/contact](https://webox.com/contact) |
| Full help center | [webox.com/help](https://webox.com/help) |
| Service area map | [webox.com/serviceArea](https://www.webox.com/serviceArea) |
| FAQ | [support.webox.com/en/kb/faq](https://support.webox.com/en/kb/faq) |
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