FAQs

Getting Started

Am I eligible to create an account?

You must be 18 years or older to create an account and have an active operational business in the UK as a Sole Trader, Partnership or Limited Company. You can can also create an account as an individual, charity or non-profit organisation using the vendor web app.

How do I create a Vendor account?

Creating a WuHu Vendor profile is quick and easy. In 5 steps you will be up and running in no time. Start by going to the Signup Page
1. Start by creating your account
2. Verify your email
3. Start creating your Vendor Profile so couriers know who you are, your working hours and requirements.
4. Securely add your payment details for booking courier services.
5. You are all set to go. Once you are logged in you can start viewing local couriers in your area or invite couriers to join the network and start booking their services.

Verification

How is my account verified?

An automated Verification E-mail from WuHu will be sent to the email account provided when creating your account. Just open the email and follow the instructions to verify your account. Once verified you can proceed with creating account password. If you have not received an automated verification e-mail in your Inbox, make sure to check you Junk or Spam box. Although you should receive this instantly, sometimes it can take few hours, depending on your server security and level filtering.

Are couriers verified by WuHu?

You are responsible for verifying all couriers you engage through the WuHu platform. WuHu completes its own verification on users of the platform but businesses and individuals using WuHu are ultimately responsible for verifying couriers they choose to engage through the platform.

How do I verify a courier?

You are responsible for verifying couriers to make sure they are compliant with regional and local requirements. This may include verifying their right to work in the UK, verifying ID to confirm users are who they say they are and verifying they have adequate courier insurance to match your delivery needs. Check out our blog post How to Verify a Courier's Insurance for tips and best practices.

Inviting Couriers and Vendors

How can I invite local Businesses and Couriers?

Login into to your profile and select Grow your Network from the menu bar. The option is also available from your main dashboard. You can enter one or more email addresses separated by a comma to send multiple invites at the same time. Each user invited will receive a unique email invitation to join WuHu. Introducing WuHu to your friends and contacts is a great way to grow the local community of users.

Booking a Courier

What is Pay per Order?

Pay per Order is the WuHu option that allows you to post ad hoc orders to couriers and be charged per order delivered by a courier. For each order posted you set the delivery fee to be rewarded to courier for successfully delivering your order. An order is considered successfully completed when you provide the courier the unique  four character Delivery Code. Once the order is completed you will be charged the Delivery Fee for that order.

What is Hire by Hour and how to use it?

Hire by Hour is the WuHu option that allows you to hire a courier for a specific pre-defined duration. This is a great option for busy shifts where you need a dedicated courier for multiple drop-offs.

To hire a courier by the hour select your preferred courier enter the date, duration time and job description in the Hire by Hour form. You will be hiring the courier at their private hire rate.  After posting your hire request the courier will be notified of your hire request. You will only be charged once you provide the courier the Hire Shift Code which is a 6 character code used to activate the hire shift. You can cancel the hire job post anytime prior to providing the courier the Hire Shift.

Can I post orders anywhere in the UK?

Yes WuHu is available throughout the UK for businesses to leverage. You can post orders for delivery anywhere in the UK as long as you set the correct collection and delivery address to notify local couriers of your delivery requirements. You can view couriers in the vicinity of your vendor profile or search for a courier by name to book their services.

Can I place orders in advance?

Yes you can set the delivery time, minutes, hours or days in advance which will notify couriers in the vicinity of your delivery requirements.

Is there a limit to how many orders I can place?

No, there is no limit to the number of orders you can place. However you should always make sure there are enough local couriers active in the vicinity to meet your delivery requirements.

How are my orders delivered?

After posting an order, this will appear to couriers in the vicinity or directly to the courier you selected to book. You can track each order from when posted, accepted, collected and delivered from your Order Tracker tab from once you login to your Vendor profile.

Once a courier accepts the order they will notify you to share the Collection Code. The Collection Code is a unique 4 character code provided to you in the Order Tracker for that order. You will need to share the Collection Code for that order with the courier by clicking the Share code option. This will initiate the delivery and allow you to track once the order is delivered. Once the courier arrives at the delivery address they will request you to share the Deliver Code. This is also a unique 4 character code provided to you in your Order Tracker. On providing the Delivery Code the order will be marketed as completed and your order has been successfully delivered!

How do I cancel an Order or Hire request?

You can cancel any posted order or hire request from within the Order Tracker or Hire Tracker. You can only cancel an Order Request prior to sharing the Collection Code with the courier. The same applies to Hire Requests. You can not cancel a Hire Request after the hire engagement is Active.

Am I charged when I cancel an Order or Hire request?

No you are not charged. Cancelling orders is free of any charges. We recommend that you inform couriers in advance of any cancelations as soon as possible.

When will I be charged for delivered Orders and Hires?

You will be charged through the WuHu platform only once a courier has successfully delivered your order by receiving the Delivery Code shared by you with the courier. When hiring a courier you will be charged as soon as sharing the Shift Code to activate the hire engagement.

Can couriers cancel an Order  or Hire request that they accepted?

Yes couriers can cancel any accepted order from the WuHu courier app prior to collecting the Order or starting the Hire Shift. Couriers can not cancel an Order after they have collected the Order or started the Hire Shift and are responsible for completing the job.

How do couriers get paid?

Couriers are automatically credited by the WuHu platform for each order they deliver and hire shift they complete successfully through the WuHu platform so you never need to deal with payment. Make sure whilst posting Orders and Hires your payment details are always up to date to avoid any disruption to the service.

What happens if my order is not accepted?

Orders and Hires that are not accepted should be cancelled.

What if my courier is late?

Sometimes, things outside of a couriers control can cause a delay (road accident, weather visibility, traffic, etc.). When possible, couriers should always try and proactively inform the businesses if they are running late.

What if I do not want a courier to deliver my order?

With WuHu you are in full control to decide which couriers you prefer and to engage only the couriers you prefer, inline with your business requirements and delivery needs.

What if my order is damaged or lost?

Couriers are encouraged to inform their customers as soon as they are aware an order has been damaged or lost and work together to resolve the issue. When booking couriers always make sure the courier has adequate courier or haulage insurance in the event of any damage. In the event of such issues Couriers and Vendors should always be willing to amicably resolve the incident.

Tracking Orders

How do I track the status of my order?

All orders posted can be tracked from start to finish from the vendor dashboard Order Tracker. Each order that is posted must be systematically Accepted by a courier, Collected and Delivered through the WuHu Delivery Protocol. At each step the dashboard tracker updates you in near real time of the delivery status along with the Collection Code or Delivery Code to be shared with the courier to complete each Order.

What is the WuHu Delivery Protocol?

For each order to be considered complete, they must go through the WuHu Delivery Protocol. This consists of the following 4 steps:

Accept Order: Once the order has been posted it must then be Accepted a courier.
Collect Order: When the courier is ready to collect the order from you for delivery they will request the Collection Code associated with the order. You will need to share this with the courier using the share Collection Code option under Order Tracker. The Collection Code can be found in the Order Tracker for that order.
Deliver Order: After the courier has received the collection code they will proceed to the delivery address to complete the order. On arrival the courier will notify the business to share the Delivery Code. This can also be found in the Order Tracker for that Order. You will need to share the Delivery Code with the courier for the order to be marketed completed.
Order Completed: Once the courier receives the Delivery Code the order will be complete.

What is the Collection Code?

The collection code is a unique 4 digit number automatically generated by the WuHu platform and presented to you when the courier accepts the order. This code will need to be provided to the courier to be able to successfully collect the order as part of the WuHu Delivery Protocol.

What is the Delivery Code?

The Delivery Code is a unique 4 digit number automatically generated by the WuHu platform after the courier has successfully collected the order. You will need to provide this code to the courier to complete the delivery and for the order to be removed from the Vendor Dashboard.

Managing your service

Can I create groups of couriers I prefer? (Coming Soon)

Absolutely! We are working on providing an option to create groups of your preferred couriers. This will allow you to create custom groups of your preferred couriers. We are working on this and will update you shortly.

How do I know if there are any couriers available to deliver my orders?

In you vendor dashboard you can view the number of active couriers in your vicinity who will be able to accept your order request. If there are no couriers in your area you can also invite potential couriers to the platform to enrol so they can start accepting and delivering orders in the future as part of the local courier network.

Can I limit my orders to being viewed and accepted only by specific courier?

Yes. You can browse courier profiles in the vicinity, search for couriers for their name and select your preferred courier to post Orders only to that courier to view and engage your delivery needs.

What is blacklisting a courier? (Coming Soon)

Blacklisting is an option that will allow you to remove a specific courier from being able to view and accept your orders.

Payment Methods

When am I charged for booking a courier?

You are only ever charged for bookings a courier's services after the engagement is completed through the WuHu protocol. This requires an eligible courier Accepting the order, followed by you providing the courier the Collection Code followed by the Delivery Code to complete the Order engagement. Similarly if you hire a courier your will be charged as soon as providing the courier the hire Shift Code after the courier has accepted the Hire request. We will use the payment details provided when you first enrolled to process the payment. Make sure your payment details are always up to date and accurate to avoid any disruption to the service and courier disputes.

Do I need to pay couriers directly?

No. The WuHu platform will automatically deal with the payment thanks to our payment service provider, Stripe. So once a courier completed the delivery you will be charged and the courier credited for the delivery. Make sure your payment details are always up to date to avoid any disruption to the service or disputes with couriers.

What should I do if a courier claims they were not paid for a completed order?

Couriers are automatically credited for each order they deliver through the WuHu Protocol. Make sure to have your payment details updated (ex Expiring dates, billing address, sufficient funds and that your bank is not blocking any payments being processed by WuHu). Couriers are immediately credited for the order or hire delivery once completed. If we are unable to successfully charge you for a courier's service through the platform the engagement will automatically be cancelled. In such circumstances you may need to compensate the courier for their services. In the vent of such incidents Couriers and Vendors are always encouraged to amicably resolve such incidents. Always make sure your payment details are kept up to date to avoid any disruption to the service.

Is there a minimum amount that I should post?

No. You are in control and can set your own preferred rates. WuHu suggests an optimal rate. However the choice is alway up to you. For any booking where the offer rate is less then £2.50, you will be charged a fixed £2.50 platform fee. All orders with an offer rate +£2.50 you will be charged the standard markup fee of 8% + .49p.

Should I charge the customer for the delivery?

Vendors pay for their delivery service through the WuHu platform. Many vendors when offering a delivery service to local customers set a fixed premium price that they also charge customers to help absorb the cost. Some vendors charge their customers the full delivery costs whilst others absorb the delivery service and provide local customers a free delivery service. Some vendors may also use a combination of a fixed cost and free delivery service depending on the delivery requirements. Setting a delivery service strategy is an important part of creating a successful and profitable delivery service. Checkout some of our blogs if you need help in creating a delivery service strategy to match your business requirements with insights to different approaches.   

Pricing & Fees

Is there a WuHu platform charge?

Yes, for each Pay per Order or Hire by Hour successfully completed you will be charged a platform service fee of 8% + .49p for each transaction this includes payment processing fees. You will be charged a fixed £2.50 charge for completed courier engagements where the courier delivery fee is less than £2.50.

How much does it cost to post an Order or Hire request?

There is no charge for posting Order or Hire requests. You will only be charged the platform fee for successfully completed Orders and Hire engagements through the WuHu Protocol.

How much does it cost to hire a courier?

Couriers set their own private hire rates. You will be charged based on the courier's private hire rate and the duration of the hire shift.

Your Account

Who can see my profile?

Your business profile will be visible to local couriers in the vicinity of your business when you post an Order or Hire request to a particular courier or to the network of couriers.

Can I share my account with multiple users?

No. Your account is personal to you. We will be introducing a multi-account manager option but this is currently in the development roadmap. We will inform you as soon as this option is available.

Getting Started

Am I eligible to create an account?

Users must be 18 years or older to create an account. To provide your courier service  you must be legally allowed to work in the UK, have relevant courier or haulage insurance if applicable and compliant with any regional or national regulations for providing a delivery service.

How do I create a Courier account?

Creating a WuHu profile is quick and easy. In 5 steps you will be up and running in no time:

1) Go to the Apple Store or Android Store and download the WuHu Courier app.
2) Start by creating your account.
3) Verify your email.
4) Start creating your Courier Profile: add your personal details, personalise your account, set your private hire fee and a description of your delivery service so Vendors know who you are and your preferences.
5) Add a UK bank account to securely receive payment for every successful delivery and hire engagement. The bank account details must be a UK account and match your profile details.
6) Add a valid government ID (Driving License, Government Issued ID or Passport. This is required for payment verification. Make sure you use a valid ID preferably for the UK or an EU country to avoid any issues or delays processing payments to your bank account.

You are now all set up and ready to start accepting orders and getting Hired! Don't forget to invite other couriers and vendors to grow your local network on WuHu.

Verification

How is my account verified?

An automated Verification E-mail from WuHu will be sent to the email account provided when creating your account. Just open the email and follow the instructions, so that your account gets verified. If you have not received an automated verification e-mail in your Inbox, do not forget to check your Junk or Spam.

Are my customers "vendors" verified by WuHu?

Couriers are responsible for verifying all your customers that you engage through the WuHu platform. WuHu completes its own verification on users of the platform but couriers using WuHu are ultimately responsible for verifying the customers they choose to engage with through the platform.

How do I verify a customer "Vendor"?

Couriers are responsible for verifying that vendor profiles in WuHu match  their physical descriptions, address and are a legal business entity (Sole Traders, Limited Companies, Partnerships) or individual, charity, non-profit organisation. Couriers should always only work with legal businesses, individuals and organisations that they trust. WuHu is a platform built on the basis of a network that values trust and collaboration to empower local communities.

Inviting Couriers and Vendors

How can I invite local Customers and other Couriers?

Login into your profile and select Grow your Network from the menu bar. You can enter one or more email addresses separated by a comma to send multiple invites at the same time. Each user invited will receive an email invitation to join WuHu. Introducing WuHu to your friends, customers and contacts is a great way to grow your local network and service.

What if I do not have any order or hire bookings?

Use the invite option to get new customers around listed on the WuHu platform so they can see your profile to book your service and grow your local delivery network.

Is there a limit to number of Customers or Couriers I can invite?

No, there is no limit to the number of Customers or Couriers you can invite. However we do limit the number of invites you can send in one day. Once you hit your daily maximum invites you can continue to send invites after 24h.

Accepting Orders and Hire Requests

What is "Pay per Order"?

Pay per Order is the WuHu option that allows you to get paid for each order you successfully accept, collect and deliver following the WuHu Delivery Protocol. An order is considered successfully completed when the Vendor provides you the unique 4 character Delivery Code. Once the order is completed you will be credited the Delivery Fee for that order. The Delivery Fee is set by the Vendor when posting the order. You can find this in the Order Description when viewing the order request. Pay per Order provides your customers a convenient way to book your service for sort one off deliveries, multi-drop deliveries, long distance deliveries or other types of delivery requests.

What is "Hire by the Hour" and how does it work?

Hire by the Hour is the WuHu option that allows you to set your Private Hire rate per hour and get hired by the hour by your local customers. Customers will see your hire profile and can chose to hire you for a particular job for a predefined period of time at your private hire rate. Once your shift starts, you will see all the orders this vendor needs delivered in the description or provided to you when you arrive to start the shift. You will not be paid per order delivered but credited for hire shift.

When Hired by the Hour, can I view and accept local orders from other vendors?

Yes you can still view all local orders posted by other customers to you or to the network to accept, manage your work load and deal flow. You can all complete deliveries for other customers whilst hired by a particular customer. However you need to make sure you are managing your workflow, priorities and customers with respect and the always focusing on providing the best service for each customer.

Can I deliver anywhere in the UK?

Yes WuHu is available throughout the UK. You can provide your delivery service anywhere in the UK as long as you have the legal right to work and complying with any regional or national regulations and requirements to provide a delivery service.

How do I cancel an Accepted Order or Hire requests?

You can cancel any accepted Order or Hire reque

Am I charged or penalized when I cancel an Order or Hire request?

No there are no penalties or charges for cancelling orders. We recommend that you inform your customer in advance of any cancelations as soon as possible to avoid any disruption to their service.

How do I know I will get credited for a completed Order or Hire request?

After entering the Delivery Code for each completed order or entering the Hire Shift Code, you will get credited for completing that Order or Hire. After completing a Pay per Order or starting a Hire Request check your Activity by tapping the Activity tab in your app profile and take note of the Status field. The Status field should always read Settled. This means you have been successfully credited for this order and should expect payment on a rolling 7 day schedule to your bank account. All payments to your bank account are processed on a rolling 7 day basis.

What if I do not want to work with a customer?

With WuHu you are in full control to decide which customers you prefer and to engage only the orders and hire requests you are capable and comfortable delivering.

What if a customer order is late or not ready?

Sometimes things outside of a customers can cause a delay. As a best practice when possible your customer should always try and proactively inform you if an order is running late. You should also always inform your customer if you are running late in case of delays.

What if an order is damaged or lost in delivery?

You are encouraged to inform customers as soon as you are aware an order has been damaged or lost and work together to resolve the issue. You must have relevant courier insurance to cover any damages or losses to orders in such events.

What if the recipient of any order is away or not available at the drop off location?

You should always do your best to deliver orders to the intended destination. In circumstances the recipient of an order may not be available you are encouraged to liaise with your customer on the optimal resolution such as delivering the order to a secure location the recipient can collect the order from or returning the order back to the your customer.

Tracking Orders

How do I track the status of my orders?

You can view all orders posted to you under the app tab called "Orders". Orders are categorised as either "My Offers" or "To Network". My Offers shows all orders listed by date and time directly posted to you only to view and accept. These orders do not appear to any other courier in the vicinity. Orders under To Network can be viewed by any courier in the vicinity until accepted by the first interested courier in the order.

Each order that is posted must be accepted by a courier, collected and delivered through the WuHu Delivery Protocol.  The WuHu Delivery Protocol consists of the following 4 steps:

Accept Order: This means you have selected the order and accepted the order to your delivery list.
Enter Collection Code: Once an order is accepted and your are ready to start the delivery your will need to commence to the collection address. The system will request you to enter the Collection code. You will need to request this from you customer. Once this is shared with you in the app you can then proceed to delivering the order to the drop-off address.
Enter Delivery Code: On completing the delivery you will need to use the option in the app to Tap Request Delivery Code. Your customer will need to share this with your. Once this is successfully shared with you through the app the order will be marked as completed.
Order completed: After you have received the Delivery Code the app will confirm the delivery is completed and you are able to tap and hold the "Complete" button to be credited for the delivery.

What is the Collection Code?

The collection code is a 4 digit number automatically generated by the WuHu platform. Your customer needs to share this with you when you collect the order to proceed with the delivery. The order will only be marked collected after receiving the valid Collection Code.

What is the Delivery Code?

The Delivery Code is a 4 digit number generated by the WuHu platform you will need to request your customer to share this with you so the order can be marked as completed. The order will only be marked as completed after successfully receiving the valid Delivery Code.

Getting Paid

When do I get credited for a Delivered Order or Hire Shift?

You get credited for each delivered order only once you have successfully entered the valid Delivery Code . For Hire Shifts you get credited for each hire as soon as entering the valid Shift Code.

If whilst entering or requesting the Delivery Code or Hire Shift Code the order or hire becomes cancelled you will not be credited for this order through the WuHu platform as this means we were unable to successfully charge your customer for this order through the WuHu platform. In such scenarios the order or hire will become cancelled.

When do I get paid?

Funds are credited to your account immediately after successfully completing each order and hire. Funds will be deposited into your bank account on a 7 day rolling basis. For example payments received on a Tuesday are deposited into your bank account the following Tuesday. All payments and payouts are processed according to UTC time. As a result in the UK during the summer GMT+1 months orders or hires completed after midnight between 00:00-01:00 may appear on the previous dates settlement activity report.

What if I do not get paid or have an issue with payment received?

Funds will be paid to your account on a rolling 7 day schedule to your bank account. Most bank deposit payouts into your bank account on the same day although you may experience an extra 1-2 day delay from your bank.

If in the event you do not get paid the amount credited to you after platform fees have been deducted please contact customer support to help resolve your inquiry by emailing: support@wuhu.io. You may also need to contact your bank to enquiry if they have put the funds on hold from their end for any particular reason.

Pricing & Fees

How much does the WuHu Platform Charge?

You are are charged 8% plus 49p for every successfully completed order delivered or hire shift this includes all payment processing fees associated with handling each transaction. For example if you complete a hire shift for 55.00 you will be credited 50.11 (that is 55.00 * .08 + .49 = 4.89). The $4.89 is deducted from the £55.00 before the funds are transferred to your bank account.

What is my private hire rate?

Your private hire rate is the per hour amount you charge customers booking your delivery service. You set this rate during enrolment and can edit this rate prior to starting a hire engagement from under your settings. This rate applies to Hire Request. This is does not apply to Pay Per Order posts which are set by the booking customer.

Why am I charged £2 pounds on the first order of every month?

Your are charged a one off fixed £2.00 charge on the first Hire or Order in any given month your are active. This is deducted from your first order delivered or hire of each active month to help cover a number of operational costs. This contributes to helping us be able to provide the service and continue to develop and enhance the platform to meet your requirements. On the first order of each month you will notice the charge deducted. For example if you complete your first order of the month and credited £10 in your settlement you will receive £6.71 (that is £10*.08 +.49 +£2.00 = £3.29). All other orders and hires through out the month are charged the standard 8% + .49p rate.

Why are my funds on hold and not paid to my account?

If we are unable to verify information provided during your enrolment for example if you profile name does not match you bank name, you recently changed address or your bank account has been put on hold by your bank. For these reasons or others we may not be able to complete the payout transfer. In most cases we may need to request you to update inaccurate or incomplete profile information so we can complete the payout.

Your Account

Who can see my profile?

Your delivery service profile will be visible to local vendors in the vicinity so you can view and accept their order and hire requests. Customers who are familiar with your Profile Name will also be able to search and find your profile to be able to post a hire or order request.

Can I share my account with multile users?

No. Your account is personal to your delivery business and you should always make all effort to make sure your profile is secure and not allow others to have access to your courier profile.

My account is down, I can't have access to it, what should I do?

If you cannot access your account, this could be due to different reasons:
- Make sure you have entered the correct username and password details. If you have forgotten your password please attempt to reset this.
- Make sure you are using the latest version of the WuHu Courier App. If not, check the updates available on the store and accept the updates.
- Make sure you have a good internet / wifi signal. In some cases simply logging out of your account and back in and resolve any glitch you may be experiencing.

If you are still unable to access your account please contact us at: support@wuhu.io