The document provides instructions for using the Tookan delivery agent app. It explains how to create an account, log in, accept delivery assignments, complete deliveries, handle special requests, and document any issues. Delivery times, guidelines, scenarios, and the calendar and filter functions are also outlined.

1. Parcel

2. Introduction to
Tookan Agent App

3. Creating a tookan account
• We will create a tookan
account for each deliverer
on the 1st day of your
assignment
• A notification with username
and password would be sent
to your SMS.
• Login using the username
and password provided
• Login available on one
device only at any time
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4. Menu
• Menu is at the top left
corner
• Settings can be adjusted
• Only go On Duty if you are
taking orders
• Go Off Duty once you’re
done for the day
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5. Delivery
Assignment
 Deliveries/pick-ups will be assigned by
coordinators
 All items scanned out needs to tally with
your app, highlight to coordinators for
any discrepancies
 Click on the blue notification bar
 Accept ALL new task(s)
 Decline and inform coordinator only
when parcel is not with you
 All deliveries assigned to you have to
be attempted
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6. Delivery Timing
• 1:11pm = Office Hour (9am – 6pm)
• 8:11pm = Anytime before 10pm
• 11:33am = 10am – 4.30pm
• 6:33pm = 6.30pm – 10pm
• #:## = time indicated + 2 hours
- e.g. Time indicated is 07:00p.m.: Item to be
delivered/picked up between 7p.m. to 9p.m
- Time indicated is 01:00p.m.: Item to be
delivered/picked up between 1p.m. to 3p.m
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7. Delivery Guidelines
• Tap on the task to view the delivery details
• Slide to start delivery
• Customer must sign for delivery
• Add detailed notes for special requests
• Upload images for special requests (Screenshot
of message + parcel at the requested location;
eg, riser/shoe rack)
• If a parcel is not delivered to the customer in
person, please report in the hub delivery group
chat and inform coordinators
• Any urgent issues which require immediate
attention, please call any coordinator on duty
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8. Example
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9. Delivery Guidelines
• You are required to obtain customer
signature for any items delivered to
the customer in person
• Any items not delivered to the
customer in person requires a
detailed note and a picture of the
item + unit number
• Any items damaged need to be
reported to a coordinator
immediately
• All items undelivered have to be
returned to the HB Mobile Hub
Driver. Whatsapp coordinator
@90100026 for further instructions. 9

10. DO NOT
• DO NOT sign on behalf of customer
• DO NOT leave items anywhere without customer's
acknowledgement
• DO NOT swipe “fail” until advised by coordinator
• DO NOT “end early” if you have a late pick up/delivery even if you
have completed all other tasks
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11. Scenarios
If delivery bee’s vehicle break down during an order delivery
1) Delivery bee must inform their respective coordinator immediately.
2) Delivery bee will call customer to inform them of the delay.
3) If there are any available resources, another deliverer will be sent down to
take over the pending orders.
If customer requests to leave items with neighbor/concierge
1) Under Notes, input neighbour’s unit number and neighbour/concierge’s name
2) Get neighbour to sign off in app
3) Upload an image of the parcel with unit number
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12. Calendar
 Access calendar to view
travel summary and tasks
for the day
 Count of task pending and
completed is available
below the calendar
 Travel summary is the
summary of distance
covered, hours online and
tasks completed & a map of
your tasks for the day
 Tracking delivery process in
real-time 12

13. Filter function
 Filter by clicking
on
 You may search
by keyword,
delivery status,
sortation and
delivery template
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