Once you have downloaded the app and opened it, you will arrive on the login page. The link to create your account is labeled “Sign-up” at the bottom of the login page. You will be prompted to provide first name, last name, phone number, and email set a password, and choose your language of preference. You will also be asked whether you represent a company, i.e. if you are creating a corporate account. If this is the case, you will next be prompted to input the name of your company and your company’s transport license, if the latter is a registered transporter of goods and if you are planning to use the app as such. there is a single app for both end users and service providers (yes, you can be both and it is encouraged). That’s it, you’re all set to start using the app!
F.A.Q.
2. How do I sign in?
If you have logged out or your session has lapsed, you will be prompted to sign in using your email / password credentials. You can also sign in via Facebook or Google+.
3. How do I send a package?
When in “Sender View,” tap the left button at the bottom of the home screen, labeled “Order Delivery.” You will then be prompted to select either “Send Parcel” or “Get Goods.” The first is what you will use to send a package that is already in your possession. Once selected, you will enter your pick-up information (address, name of sender, phone number, and desired pick-up time). With respect to the pick-up time, you have the possibility to select ASAP, 3 hours from the current time, or a custom pick-up time under “date” where you can indicate desired date and time from a calendar. Once this step is completed, it’s time to move on to the delivery instructions. This is the same format as the pick-up info. Now you’re ready to move onto the item info. Here’s where you input the value of the goods to be shipped, preferred vehicle type for transportation, number of parcels, total weight, package measurements, contents, special instructions / comments for your service provider, and picture of the package. All good? The app now generates the estimate fare range and you can post you order for servicing. At any point prior to validation, you can go back and modify elements of pick-up info, delivery info, and item info.
4. What if I don’t have a scale or tape measurer?
Of course, you might not always have the instruments handy and may not be able to provide the precise measurements and weight of the item to be shipped. If this is the case, use your most accurate estimate so as to ensure efficient handling of your request. If your weight and measurements are too understated, it’s possible that the service provider won’t have room for your package. If however they are too overstated, that’s might mean someone else might not have enough room for their package on another overlapping run handled by your service provider as the assumption will be that there is not enough space left.
5. Can I request a package on someone else’s behalf?
Yes, when ordering your delivery, in the pick-up section of the information log, you can name the person sending, and select such person from your phone’s contact book. This is handy if you forgot something at someone’s place for example, and want to request to have it picked up there and delivered to you at a time and place of your choosing. We encourage you to invite such a third party sender to download the Stork app, you will be rewarded with a promo code!
6. Where can I consult my service requests?
When in “Sender View,” tap the right button at the bottom of the home screen, labeled “Follow Delivery.” Here you can see all the current requests. They are classified according to their level of service: open orders are orders you have requested and for which you are still waiting for a bid from a service provider, accepted orders have been accepted and confirmed with a service provider and are awaiting pick-up, parcels to receiver are those for which delivery is currently in progress.
7. Where can I modify my service requests?
Once a request is posted, go to your “follow delivery” space and tap on details of the order you would like to modify. This will open up the key information of the service request. You can choose to or cancel it, as long as the delivery is not yet in progress. If it is already in progress, you can only modify the delivery address by chatting with your service provider to make new arrangements. If it is not yet in progress, you can modify the other parameters, bearing in mind that this might have an impact on the timing of your pick-up and delivery if adjustments in logistics are required.
8. How is the fare estimate calculated?
We use a proprietary pricing algorithm to determine the service fares. It is a function of weight, volume, travel distance, and urgency. What’s special about our pricing? It’s 20% to 50% cheaper than traditional carriers, as you will be happy to notice upon making your first request!
9. Why is there a fare range?
The fare range is there in order to enable bidding on the part of service providers. They have the flexibility of proposing a price for their services within a range determined by our algorithm. This allows newcomer service providers to be competitive on price and conversely allows seasoned Storks to justify their experience and rating levels.
11. What can I ship over Stork?
You can ship anything and everything you wish, within the realistic limits of what can be transported by a service provider and the available vehicles and modes of transportation, with the obvious exception of anything and everything illegal. Refer to our terms of use for specifics. Bear in mind that not all packages are insurable. Refer to the insurance section of this FAQ for more details on our insurance policy and the exceptions for coverage.
12. How do I communicate with my service provider?
We have a chat system embedded in the app which allows you to communicate in real time with your service provider.
13. How does the get goods feature work?
In addition to having packages delivered, our platform allows users to request that goods be purchased for them. You can ask for something to be purchased from a specific location or the closest available spot. Indicate what you want to have purchased on your behalf, add a web link for the product if you have one and are requesting something particularly specific. Then, as with standard pick-up and delivery, input estimated weight and measurements. Finally, input the budget you are willing to pay, and the tip for your Stork service provider, as well as a picture if applicable. The service provider will buy the product for you, advancing the money, and the corresponding amount, in addition to the delivery fee, will be held in escrow payment on your account.
Hosting a home dinner and missing some ingredients but already have three pans on the stovetop? Stork has got you covered! Can’t find those delicious Parisian macarons in your city? A Stork service provider can buy some for you and deliver it to your door!
14. What if the Stork can’t find what I asked him/her to buy for me?
If the Stork service provider can’t find what you have asked, you are free to communicate using the chat function and make other arrangements, like suggest that he/she buy something similar. In the case where the initially allotted budget is not enough for what the Stork has found for you, you have the possibility of modifying this in your order request, and the corresponding markup will be escrowed. Similarly, if you have overestimated the price, the Stork service provider will adjust the final price on his end and the corresponding fractional escrow release will be made. In all cases, the final price is validated by purchase receipt to be uploaded by the Stork and the escrow adjustments are made accordingly.
15. Who are the Stork service providers?
Anyone can be a Stork service provider. From a student looking to make a bit of extra money through to someone wanting to provide delivery services full time, to shipping companies looking to increase volume and get their staff on a new platform. You too.
16. How do I switch between being a Stork end user or a Stork service provider?
By default, when logging in, you are under the Stork end client user features, i.e. in a position to request the pick-up and delivery of a package. To toggle the modes, go to the top left of your screen, tap the three-stack bar menu icon and switch to “Stork View.”
17. Can I change the delivery address?
Yes, although the initial delivery address remains logged in your service request for a reference, you can use the live chat function to make other arrangements with your Stork service provider. If you’re running a bit late for example or will be somewhere later on or earlier on you know will be practical for you and your service provider to meet, you can make such a request via chat.
18. How do I start delivering right now?
As a Stork service provider, you can choose to either deliver on demand, or post a trip you will be making in the near future, and for which you can provide your delivery services on the itinerary. For on-demand delivery, make sure you are in “Stork View,” accessible via the main menu. At the bottom of the Stork View home page, select the “Make Delivery” button and the “Delivery on Demand” button next. You will then be asked to select your vehicle type and departure location. The Stork system will match you with on-demand delivery requests in your area which you are capable of handling with your vehicle type and the corresponding range of action. Deliver on the go!
19. Can I plan to deliver locally at a later time?
Yes, in the “Delivery on Demand” section of “Make Delivery,” you can input your working hours into our shift management system. Simply open up the calendar and input the time slots for the given days you want to deliver. Our algorithm will prequalify service requests and match them with your delivery shifts, again on the basis of your localization, vehicle type, and range of action. Plan ahead!
20. How do I post a trip?
Make sure you are in “Stork View,” accessible via the main menu. At the bottom of the Stork View home page, select the “Make Delivery” button and the “Post a Trip” button next. Here you can input the details of your trip, including departure information (when and where you are leaving from) and your arrival information (where you are going, when you are arriving, and the type of vehicle or carrying space you are using). You then simply review your service proposal and post it. It then goes into the log of service proposals available to end client users where it will be matched with corresponding requests of the itinerary.
21. How do I access and bid on existing requests?
Under Stork View, on the home page, tap the checked box at the top right of your screen. This is the log of available deals, i.e. Stork end client user service requests which match your localization for departure and preferred vehicle type for the delivery range. Consult the log and make select those you are interested in. Once you open a given request, you have the possibility to bid on the service price, within the predefined range. Once you have submitted your bid, the Stork who made the request in question will receive a notification. He/she then has the possibility to accept or decline your service proposal and bid. In either case, you will receive a notification, and in the case of an accepted proposal, you’re all set to go and meet the end client at the designated time and place to service the request.
22. How do I collect my earnings as a Stork service provider?
To collect your earnings, simply connect to the Stork app and request a transfer of funds using your account wallet in the Lemonway plugin, our payment processing solution. The minimum recommended withdrawal amount is €30. Please bear in mind that the Lemonway platform has to charge €5 for withdrawal of funds for transfer to a non-SEPA account. Stork service providers may thus wish to wait until they have a significant amount of earnings to make a withdrawal if transferring to a non-SEPA account. Transfers to SEPA accounts are free.
23. Are the goods I ship or receive using Stork insured?
Yes, your goods are automatically insured. Stork has established a partnership with leading French insurance company Axa. Under the terms of the present agreement, for private end client and service provider users, goods picked up and delivered in metropolitan France and its bordering neighbor countries (Belgium, Germany, Switzerland, Luxembourg, Italy, Spain, Monaco, Andorra) by private service provider users are covered by a dedicated insurance policy, for end client users domiciled in France. The partnership with Axa is to be broadened in due course, according to terms to be determined, as the Stork platform scales and develops.
24. What type of goods are covered?
Most goods are covered by Axa’s insurance policy, provided that they are packaged in such a way as to be adequately protected. The following goods are excluded from Axa’s coverage with respect to private end client and service provider users:
- Motored vehicles of the automobile, scooter, motorcycle type
- Any and all merchandise the trade of which is prohibited or clandestine
- Any and all merchandise that cannot be secured within the Stork service provider’s carrying capacity (ex: good does not fit into the Stork service provider’s scooter top case which thus cannot be closed and locked during transportation)
- Live animals
- Perishable food products (fresh produce, frozen foods, refrigerated foods)
- Goods considered dangerous by effective laws, conventions or regulation
25. For how much time are the goods covered?
Axa’s insurance policy covers goods during loading and onboarding, over the course of transportation, and during unloading, picked up and delivered at the street level of the designated respective pick-up and delivery addresses.
26. How much am I covered for?
New goods are covered at the level of their retail value, to be evidenced by a purchase receipt. Used goods are covered at a discounted new retail value, to account for normal wear and tear. The table below outlines the discount rate applicable according to how long ago the goods were purchased. The absolute maximum insurable amount per trip is €5,000 for private end client and service provider users.
27. Is there a deductible?
Yes, any claim will be subject to a 10% deductible on the claim value, with a minimum such deductible of €15 for private end client and service provider users.
28. What about professional transport companies?
In addition to the same goods excluded from the policy for deliveries handled by private service provider users, the following goods are also excluded from the policy for deliveries handled by professional service provider users with a transport license:
- Currency, and any other paper, magnetic, electronic, optical or other means of payment and transfer of funds
- Precious metals, jewels, timepieces, luxury clothing and accessories, furs, pieces of art, and any other objects the market value of which is significantly uncorrelated with its intrinsic value
- Passports, airline tickets, RFP documents
- Luggage and personal effects
In addition, the insurance policy for professional transport companies applies to transportation by land (other than by postal means), air, and sea, within the European Economic Area for end-user clients domiciled in France. There is no deductible for professional transport companies and the absolute maximum insurable amount per trip is €50,000.
29. Can you summarize the key differences between private users and professional users for coverage?
Please see the table below.
30. How do I file an insurance claim?
If goods have been damaged or lost during transportation, please contact our support team at support@stork.express in order to complete the insurance claim filing form and start the process. Please include your contact details, the nature of the claim (damage, loss), the known circumstances of the incident leading to the claim, a description of the estimated value of the goods against which a claim is being made, as well as any and all available evidence of the latter (purchase receipt, photos).
31. How and when is my payment processed?
As a client user of Stork, once your request for service has been accepted by a Stork service provider, and your payment details input and validated on the Lemonway payment module embedded in the app, the fare amount is put in escrow. The escrow is released upon confirmation of effective delivery of the goods by both the receiving end client and the Stork service provider through QR code scan / in-app tap confirmation. Upon release, the payment is credited to the Stork service provider’s Lemonway account. In the case of lost or damaged goods, following notification on the part of the receiving client user or the Stork service provider, release of payment remains locked until the issue has been resolved with our insurance partner Axa.
32. Who is legally responsible for the goods being transported?
Under standard merchandise transportation and logistics models, transportation of goods effects a temporary transfer of ownership from a legal responsibility standpoint. As such, any and all goods that are illegal in nature, illegal to transport or for which special transportation licences are required, cannot be transported through intermediation of the Stork platform, unless the Stork service provider is duly authorized of his own initiative to transport such goods, and does so on the grounds of his sole responsibility. Please refer to our Terms and Conditions for further details. Before confirmation of any pick-up, purchase order, or delivery request both client users of Stork and Stork service providers have to agree to the Terms and Conditions of the platform. In addition, a caution reminder is provided following acceptation of terms and conditions, briefly outlining the types of goods that cannot be transported through intermediation on Stork. As such, both client users of Stork and Stork service providers agree that the goods to be transported are not in contradiction of Stork’s terms and conditions.
Any and all goods transported using Stork’s intermediation have to be carefully packaged to protect the goods but such packaging has to be easily opened for inspection. Stork service providers must inspect all goods they carry before such goods are released to them not only to assess the condition of such goods but also to ensure they comply with Stork’s terms and conditions. Should a service provider have any doubts with respect to such compliance, he or she should refuse to take on the goods.
