What is The Cold Chain?
Cold Chain is a process which must be strictly followed to ensure proper temperature control throughout the delivery. Food packages must be delivered within 30 or 60 minutes depending on the client. Client specific processes will be communicated via the app.
How do I know when I should follow The Cold Chain?
You (or your substitute)will receive an automated message in the app reminding you the cold chain policy should be followed. You should read all instructions carefully to ensure the cold chain policy will not be breached and the packages will be delivered safely.
Why is The Cold Chain important?
Cold chain is essential to maintain food safety; breaking it could cause serious health and safety issues to the end customer. You (or your substitute) must make sure before picking-up the package you have the relevant equipment and you are able to safely transport the package without breaching the cold chain. If you (or your substitute) should encounter any issue, please let the client know prior to leaving the pick up destination.
Steps to follow:
📲 Job is received via the app
Arriving at the pick-up location, an automated message will be sent reminding you (or your substitute) of the cold chain policy
Cold chain policy should carefully be read and understood. If you (or your substitute) are unable to ensure the policy will be met you (or your substitute) should alert the client and ask them for advice on next steps
🚴🏼♂️ Delivering
Once you (or your substitute) begin delivering, we will start a countdown to ensure you meet the cold chain process. If you (or your substitute) are reaching the time limit, CS will contact you
The package must be delivered within 30-60 minutes depending on the client, from the time of handover. Please read the information in-app clearly
If the package was not delivered within good time, you (or your substitute) should call your client and ask them what the next steps are
You (or your substitute)should not spend time trying to redeliver if the 30 minutes have passed, as cold chain has now been broken
You (or your substitute)should then contact support and notify them of the next steps.