Use the employee email and password assigned through HotMe.
This private workspace is for authorized HotMe employees only.
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HM
HotMe Employee Response AppClassic guided flow v58 iPhone • Internal use only
HotMe Internal Operations
Choose the situation. See only the current step.
The Guided Order Flow now uses the original clean layout: one active step at a time, with the response and the next choices shown together.
✓ Classic single-step layout
Open Orders
Work on more than one order
Each tab keeps its own customer details, calculator values, responses, and Guided Flow step. Orders are saved securely to the shared HotMe workspace.
Cloud sync: waiting for sign-in
Order action
Update order
iPhone compatibility mode is included. Calculator and message fields initialize automatically.
Order 1
Order Details
Enter the customer and order information, then calculate the delivery fee. Everything is now grouped together in one box.
Built into the app
HotMe Delivery Fee Calculator
Uses the same formulas as the uploaded Uber calculator. Nothing opens outside the app.
Booking fee: $1.95 · Tax: 13%
Customer and order information
Order Details
Calculated from the round-trip distance above
—
Calculated from the HotMe driver’s full round-trip distance at $0.55/km plus 13% tax, then copied to Uber/driver cost.
Enter this after the customer name
$
Excel: Subtotal. If a discount was used, enter the discounted subtotal after the discount—not the original subtotal.
Enter after the order subtotal
$
Excel: uber Cost. Automatically filled when kilometres are above 0.
$
Optional manual calculation
Enter after the manual delivery fee
km
Use Google Maps and enter the full round-trip kilometres. Calculated at $0.55/km; any amount above 0 automatically fills Uber/driver cost including tax.
Important — press a Use buttonChoose the calculation you want, then press Use Minus-$7 Fee & Total, Use Manual Fee & Total, or Use 1/3 Fee & Total. Pressing a Use button updates the Delivery Fee, New Total, sales data, and customer responses.
MOST USED
Delivery fee — cost minus $7—
Revised total — cost minus $7—
HotMe delivery cost before tax$7.00
Recommended most often — press to update all sales totals and responses.
SECOND CHOICE
Manual delivery fee
$
Type the delivery fee here; the revised total updates immediately.
Manual revised total—
HotMe delivery cost before tax—
Use when entering a custom delivery fee.
OTHER OPTION
Delivery fee — 1/3 method—
Revised total — 1/3—
HotMe delivery cost before tax—
Use when applying the 1/3 delivery-fee method.
Kilometre cost before tax—
20% offer total—
This automatically updates only the 20% Offer Total field and the ;save20 response.
Uber cost before tax: —
Guided Order Flow
Start a New Order
Copy the customer’s phone number from the sales email and paste it into TextNow to start a new chat with them. Then, from the same sales email, copy the first paragraph at the top of page 1 and send it to the customer.
Wait for the customer to reply before using any of the prepared responses. Most customers will respond with, “Please deliver.”
Send the reassurance message and let the customer read the Google reviews without pressure.
E-transfer Reassurance and Google ReviewsPayment Reassurance
;etransfertrust
Use when
The customer says they feel uncomfortable or unsure about sending an e-transfer.
Employee action
Acknowledge the concern without pressuring the customer. Send the reassurance message and invite them to read HotMe’s Google reviews. Give them a moment to review the page. If they are still uncomfortable, return to the approved payment options.
Reassure—do not pressure
Let the customer read the reviews and decide comfortably.
Confirm every conditionA HotMe driver is already working, the customer is nearby, the order justifies the trip, and payment at delivery is necessary to save the order. Never use for long-distance delivery.
The customer wants to pay with cash because a HotMe driver is not available to collect cash or card at the door.
Employee action
Confirm the amount due. Explain that the customer may send cash in a sealed envelope using Uber Courier, another courier, or a trusted friend. Verify the cash before asking the warehouse to prepare the order, and tell the customer when it is ready for collection.
Important Receive and verify the cash before the order is prepared. The customer must wait for HotMe’s confirmation before sending the collection courier.
Use this only after the cash has arrived and the amount has been verified.
Cash Payment ReceivedPayment Received
;gotcash
Use when
The customer’s cash payment has arrived and the amount has been verified.
Employee action
Notify the warehouse to prepare the order. Text the customer when the package is fully ready. Do not tell the customer to send the collection courier before the order is ready.
Important
Do not tell the customer to send the collection courier until the package is fully ready.
Use this when the customer will send the courier of their choice after HotMe confirms the package is ready.
Customer-Arranged Courier After PaymentDispatch
;owncourier
Use when
The customer’s payment has been received and the customer will arrange the courier of their choice once HotMe confirms that the order is ready.
Employee action
Confirm that payment has been received and notify the warehouse to prepare the order. Do not tell the customer to send their courier until the package is fully ready. Contact the customer promptly when collection can be arranged.
Important
Do not tell the customer to send their courier until the package is fully ready.
TOP PRIORITY: Make Sure the Customer Meets the DriverDo not assume the customer is watching the tracker. Contact them three to five minutes before arrival, confirm the correct meeting location, and call if necessary. You are the link between the customer and the driver. Stay involved until the handoff is successfully completed.
Driver Almost ArrivedEn Route & Completion
;arrived
Use when
The driver or tracker shows that arrival is usually three to five minutes away.
Employee action
Actively monitor the tracker, contact the customer, and call if necessary. Stay involved until the customer and driver successfully meet.
Top PriorityDo not assume the customer is watching the tracker.
The customer wants to pay with cash because a HotMe driver is not available to collect cash or card at the door.
Employee action
Confirm the amount due. Explain that the customer may send cash in a sealed envelope using Uber Courier, another courier, or a trusted friend. Verify the cash before asking the warehouse to prepare the order, and tell the customer when it is ready for collection.
Important Receive and verify the cash before the order is prepared. The customer must wait for HotMe’s confirmation before sending the collection courier.
The customer’s cash payment has arrived and the amount has been verified.
Employee action
Notify the warehouse to prepare the order. Text the customer when the package is fully ready. Do not tell the customer to send the collection courier before the order is ready.
Important
Do not tell the customer to send the collection courier until the package is fully ready.
E-transfer Reassurance and Google ReviewsPayment Reassurance
;etransfertrust
Use when
The customer says they feel uncomfortable or unsure about sending an e-transfer.
Employee action
Acknowledge the concern without pressuring the customer. Send the reassurance message and invite them to read HotMe’s Google reviews. Give them a moment to review the page. If they are still uncomfortable, return to the approved payment options.
Reassure—do not pressure
Let the customer read the reviews and decide comfortably.
The customer’s payment has been received and the customer will arrange the courier of their choice once HotMe confirms that the order is ready.
Employee action
Confirm that payment has been received and notify the warehouse to prepare the order. Do not tell the customer to send their courier until the package is fully ready. Contact the customer promptly when collection can be arranged.
Important
Do not tell the customer to send their courier until the package is fully ready.