SOS and Order Funding
Bree V. avatar
Written by Bree V.
Updated over a week ago

The Boss App SOS feature is a way the Business Owners can get quick assistance for urgent active order issues. In this course, we will talk about what the SOS feature is, best practices for using it, and tips for common issues. Our goal is to help you get the best and most efficient support when you need it- while you are shopping!

🥟 SOS is available Mon-Fri 5 am -7 pm, Sat 7 am - 7 pm, and Sun 7 am-3 pm


What is SOS?

In this lesson, let’s take a look at what SOS is, how to find it, and when to use it. To access this feature, view from within your open order and ensure that you have the most up-to-date version of the Boss app.
You should use SOS in one of these four situations:

  1. Card not working at checkout

  2. Can’t charge client

  3. Charged order by mistake

  4. Request funds for large order


SOS Basics

Here are a few basics about SOS that you may not know! Knowing these tips will help us better support you.

1. Did you know that you don’t have to wait for your card to decline at the register, to get additional funds?

  • You can contact SOS while standing in line or even when you arrive at the store to begin shopping. Please keep in mind that you aren’t able to request additional funding the day before you shop for your order.

2. When requesting additional funds, give us your best estimate for how much the order total will be.

  • It’s ok if your estimate is off, just give us your best guess. If you end up needing more, we are always happy to add it.

  • Please avoid using messages such as, “help” or “more money”. These don't give us the information we need and can delay how quickly we are able to provide the help you need.

3. When there is a decline on your card, we will automatically open a new SOS message with you. In this message, we will confirm if you need:

  • Additional funding

  • If the card was used unintentionally? If so, no worries just let us know. This helps us make sure that your card is not lost or stolen.

  • When your card declines, please avoid rerunning the card. Rerunning the card before we have cleared it, can cause delays in getting you quickly funded.

  • Be sure to check your Boss app for our message letting you know your card is ready to use.


How Funding Works

In the shopping list of your active order, you will see the amount of funding that is currently available for your next transaction. To see more information, tap the credit card symbol in the upper right corner.

There are a couple of ways that we show you what your current funding status is. Let’s take a closer look at two of the most common scenarios:

  1. Scenario #1- Let’s say you have an order for an estimated $200 and $275 in available funds is showing on your screen. Once you make the $200 transaction, you will see this total change to $75. This is the remaining amount of funds available on your card. You don’t need to write in for more funds unless you have to make an additional purchase that will be over $75.

  2. Scenario #2- You have an order for an estimated $375 and your card is funded for $275. We notify you here, to give you a chance to reach out to us before you get to the register.


Can't Charge Client

Occasionally, the client's card cannot be processed when you attempt to close the order. By following the tips below, we can work together to get this resolved! A pop-up message will appear on your screen with more information about why the order couldn’t be processed. Do not attempt to re-run the card at this time. Follow the instructions in the pop-up message. If the client has attempted to fix the problem but the issue still persists after the second attempt, please reach out to Dumpling for help.

When looking at the pop-up message, keep in mind:

  1. They are accurate, don’t disregard it!

  2. Be sure to speak to the client.

  3. If you can’t reach the client or the client can’t pay, do NOT deliver the order and reach out to Dumpling.

  4. Contact the client to add a new payment card. First, have them open their Dumpling app & click on the menu in the upper left corner.

  5. From there they will select the ‘Payments’ option, which will open the ‘Payment Methods’ menu. The client should delete their old card by selecting it & tapping remove.

  6. Next, select ‘Add’ in the upper right corner. In the new screen, the client will enter the new payment method.

If you disregard the pop-up message instructions and attempt to rerun the client's card, there are a number of complications that can occur:

  • The bank may block the client's card

  • The bank may cancel the client's card

  • Our credit card processor may block the client's card

These issues may affect your ability to close the order, which can delay or prevent payment to the Business Owner and/or Dumpling.


Potential Fraud

Fraudulent orders rarely occur but they can happen. Here’s a reminder of what to look for and how to handle them.

Some of the red flags to look for are:

  1. Electronics such as headphones and Apple devices.

  2. Large quantities of non-perishable and re-sellable items.

  3. New clients with large orders

  4. Unusually large tips

For more in-depth information about Fraud, be sure to check out the Fraud Analysis and Protection article in the help center.

  • If you suspect an order might be fraudulent or something just ‘feels off’, reach out to us before you head to the store and we can take a closer look at the order. If you have already shopped for the order, do not deliver until you have discussed it with us.

  • Remember, reaching out to us before you shop or deliver the order helps us ensure that you and other business owners are protected from fraud. Because fraud is so rare, you won’t see it as an SOS option but that’s okay. Pick any SOS option and we will be happy to take a look at the order with you. Never ignore the red flags, reach out and be safe!


When to Use General Support

The SOS feature is provided to support our business owners with urgent active order issues. We strive to keep our response times very quick because we know it can be very stressful to have your card declined at checkout.

When SOS is used for non-urgent issues, it causes delays for business owners in emergency situations.

General support is available through the message center. Here are a few examples of when it's best to use general support & not use SOS:

  1. From time to time, we may offer client coupons. If you need help with coupons, write in before shopping for the order and give our team the opportunity to assist you.

  2. Subscription questions such as payment declines.

  3. Any other non-urgent account questions are also best handled through general support.

Be sure to start a new message for each new question. This way we can make sure that your questions are answered promptly.


Summary

Dumpling takes your business very seriously. Our team prides itself on providing quick, efficient, and easily accessible in-house support to all business owners on the Dumpling platform. We hope these tips provide you with the help you need when you need it the most.

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