OTR App- Staff FAQ’s
What is the OTR App?
The OTR App is an application that runs on smartphones, specifically for OTR customers and Team Members. OTR App users will have access to pre-ordering coffee and earning OTR Rewards.
What can I do with the OTR App?
The OTR App is your ticket to the best Team Member deals in town!
With the OTR App you will now receive Team Member discount from any OTR location, at any time and for your immediate family. Simply scan your OTR App during your purchase.
Immediate family consists of you, your parents, grandparents, siblings, and/or children and spouse. Your immediate family must be present with you at the time of purchase if they are to receive your Team Member discount benefit.
With the OTR App you can also pre-order and pay for C Coffee, save favourite coffee orders, view current and past coffee orders, find your nearest OTR locations, manage your account, track your Rewards and provide feedback on service and quality.
How do I get the OTR App?
For Apple users:
A Test Flight email would have been emailed to your payroll email address (where you receive your payslips). Click the link in this email to download.
For Android users:
The OTR App can be downloaded from the App launch email sent from OTR Marketing.
Ensure that you have a network connection before downloading the OTR App.
Will I need to Register to use the OTR App?
Some features such as Store Locator and Deals will be made available without registration. You will need to Register to take advantage of the Jump the Q coffee ordering and to receive your Team Member discount.
How do I register with the OTR App?
You can enter by two different ways with the OTR App.
BY EMAIL:
To Register to the OTR App, download the OTR App. Open the OTR App and tap ‘Register’.
Enter your email address that your Peregrine payslips are sent to, enter a password, and select Register.
You will be sent a verification email to the email address you entered in your registration. Click the link contained in the email on your smartphone to verify your email address before logging into the OTR App.
Once you have verified your email address you can log into the OTR App.
BY FACEBOOK:
Facebook registration can be used if your Facebook email is the same email address that your Peregrine payslips are sent to.
Tap the ‘Register with Facebook’ button.
The OTR App will search to find your Facebook App and use this to identify you for registration.
You will not need to verify your email address when registering by Facebook.
What devices support the OTR App?
The OTR App supports Apple devices and Android smartphones. The OTR App does not support Windows or Blackberry devices.
Why won't the OTR App download onto my phone?
If you are experiencing issues downloading the OTR App to your phone, follow the below steps.
1. Shutdown the app and restart
2. Restart your device
3. Ensure your phone has been updated to the latest software.
4. Check that you have an active network connection. Some Wi-Fi networks may require you to sign in before accessing the network.
I have forgotten my password and cannot log in. What do I do?
If you have forgotten you password, click on the ‘Click here’ link on the ‘log in’ page of the OTR App.
You will be asked to enter your email address that you used to register to the OTR App.
A temporary password will be sent to the email address. Log in using this temporary password and you will be prompted to create a new password.
The OTR App has asked if I wish to turn on location services. Why do I need to use location services?
Location services are used to order your C Coffee via the OTR App. Without location services turned on you will be unable to Jump the Q and pre-order coffee from the OTR App.
I no longer want to use the OTR App. What do I do?
If you no longer wish to use the OTR App, simply log out of the app and delete it from your phone.
My app says 'Verifying email…', but doesn't look like it is doing anything. What do I do?
Go back into your verification email. Check you have internet connection and re-click the verify link.
OTRGive
What is OTRGive?
OTRGive is a community program where OTR makes donations to 6 specially selected National Australian charities on your behalf. Every time you purchase in the OTR App, or scan your barcode at the counter, a donation is made to the charity you chose – at no cost to you.
How do I join?
OTR Give is easy to join.
- Download the OTR App and Create an Account
- From the Menu select OTR Give
- Select your preferred charity & click ‘Choose your charity’
- Make a purchase within the App or Scan your barcode in store
- OTR will donate to your selected charity at no cost to you
Is there an extra cost to me?
No, OTR makes a donation on your behalf at no additional cost to you.
How much of my purchase is donated?
OTR will donate 1¢ for every $2 of qualifying purchases and 1¢ for every 2 litres of fuel.
Please note, Tobacco, Lotteries, Guzman Y Gomez and Hungry Jacks are excluded and do not qualify.
Can I change my chosen charity?
Yes, you can change your Charity Partner at any time.
- Click Menu and select OTR Give
- Click Change Charity
- Select preferred charity & click ‘Choose your charity’
How can I track donations made to my charity partner?
You can do so via the OTRGive Dashboard.
- Click Menu and select OTR Give
- Click Dashboard to display total donations made to date to your chosen charity
What type of community groups is OTRGive supporting?
There are six national charity partners to choose from, all committed to improving the lives of their communities, whether that’s by providing food, healthcare, emergency support, animal care or education. To see more on the specific partners use the OTRGive menu item in the App.
GoGreen
What is carbon offsetting?
Where emissions are unavoidable or difficult to reduce, they can be offset through separate projects which reduce or remove greenhouse gases from the atmosphere elsewhere. The amount of greenhouse gas emissions reduced or removed is measured in a unit known as a carbon offset (or carbon credit). OTR’s GoGreen program enables you to offset the emissions produced from your fuel purchase.
What projects do you support?
OTR supports a mix of Australian and international projects spanning rainforest protection, bush regeneration, renewable energy, and energy efficiency. You can learn more about these projects on our website.
How is my offset being calculated?
Emissions have been measured across all activities associated with your fuel. This includes extracting, refining, transporting, retailing, and combusting fuel. Our measurements have been independently verified by a 3rd party auditor.
Does OTR contribute towards offsetting emissions?
Yes, OTR funds the cost of offsetting all emissions arising from extracting, refining, transporting, and retailing fuel at no cost to customers. This means that our customers only offset the emissions associated with driving their vehicle (or combusting the fuel).
How do I know the offset is trustworthy?
OTR uses a strict set of criteria to ensure that only high-integrity offsets are purchased. Offsets must be issued by a reputable accreditation body and have passed a due diligence process performed by one of Australia’s leading carbon offset providers, Tasman Environmental Markets Australia Pty Ltd (TEM). The diligence process involves evaluation of all offset project documentation, such as verification reports and ongoing monitoring reports, and can include in-person visits to select projects.
Can I change my offset percentage later?
Yes, you can adjust your offset percentage at any time prior to fuel transaction through the App’s Account Management settings.
Can I stop contributing to the projects?
Yes, you can stop contributing to carbon offsetting at any time through the app’s settings. You will always have the opportunity to join again via GoGreen in the menu or after a successful in-app fuel transaction.
How can I track my carbon offsetting progress?
The App provides a dashboard where you can monitor your offsetting progress, view your earned badges, and see the impact of your contributions.
Can I get a refund for my offset contributions?
Unfortunately, offset contributions are non-refundable once they have been made. Be sure to adjust your offset percentage as needed.
Do I have to offset my emissions every time I pump fuel?
No. However, the offset percentage selected in your account will be applied as the default for all in-app fuel purchases. If you wish to make a change, please do so before starting your fuel purchase. You can access it via Account Management –> GoGreen –> Settings.
My Profile
How can I update my details?
You can update your details by logging into the OTR App and selecting ‘My Account’ from the app menu in the top right corner of the screen. Click on the pencil icon to edit your details.
How do I change my password?
Log out of the OTR App. Click on the ‘Click here’ link on the ‘log in’ page of the OTR App.
You will be asked to enter your email address that you used to register to the OTR App.
A temporary password will be sent to the email address. Log in using this temporary password and you will be prompted to create a new password.
How do I add a payment method?
You can add a payment type by logging into the OTR App and selecting ‘My Account’ from the app menu in the top right corner of the screen. Click on the ‘ Add Payment Method’ button, select which payment method you would like to add, enter your details and click save.
What payment methods can I add?
You can add a PayPal account, and VISA or MasterCard credit cards.
How do I change my payment details?
You can change your payment details by selecting ‘My Account’ from the app menu in the top right corner of the screen. Click on the ‘ Add Payment Method’ button, delete which payment method is incorrect, and click the ‘Add Payment Method’ button to add new payment details.
Can I make a default payment method?
To select a default payment method, go to your payment options in the ‘My Account’ screen and tap which payment method you would like as your default. The payment method will then have a green tick and green border.
How many payment methods can I have at once?
There is no limit to the number of payment methods you can have attached to your account at once.
I no longer want to receive emails from OTR. What should I do?
Untick ‘I’d like to receive exclusive deals from OTR’ tick box.
Team Member Discount
What is 'immediate family'?
Immediate family consists of you, your parents, grandparents, siblings, and/or children and spouse. Your immediate family must be present with at time of purchase if they are to receive your Team Member discount benefit.
What Team Member discount do I receive?
As an OTR Team Member, the discount you receive is:
• 4c per litre off Fuel Purchases
• Buy 3 Get 1 FREE on Subway and HappyWash
• Buy 1 Get 1 FREE on C Coffee
I am a Team Member, but cannot see my Team Member barcode.
Go to the ‘My Account’ option in the app menu at the top right hand corner of the app. Check that the email used to register is the same as your payroll email. If the email you used to register to the OTR is not the same as the email where you receive your pay slips, log out of the app and register again using your payroll email address.
To confirm this has been processed, exit and close the app and click on the ‘OTR Rewards’ tab on the bottom right corner of the homepage to access your barcode.
If you have used your payroll email to register to the app, log out. Reset your password using the ‘Forgotten Password’ link.
Ordering
What can be pre-ordered through the OTR App?
You can pre-order all C Coffee and C Tea menu items, including the following snacks: Chocolate Doughnut (Balfour’s, depending your order location), White Chocolate Macadamia Cookie, Eclipse Mints – Spearmint and OTR Spring Water.
Can the pick-up location of an order be change once the order has been placed?
Unfortunately once an order has been placed through the OTR App, the location is unable to be changed. Once an order is placed it is automatically sent through to the store.
Can the pick-up time of an order be changed once the order has been placed?
The pick-up time is able to be changed if it is greater than 5 minutes until the pick-up time that was selected. To change the pick-up time of an order, go to ‘My Orders’ in the app menu, view your current orders and select change ‘Pick-up Time’ for the order that you would like to change. Once the new time has been chosen, select done.
Where do I place orders when they are ready for collection?
When you have made an app order, ensure that the customer’s name is neatly and clearly written on name tag and attached to the coffee cup (and bag containing the snack if necessary) and place the order in the designated app order collection area.
How do I know that an App order has been made to my store?
App orders will appear on the barista screen as soon as the order has been placed through the app.
When the time is 3min before the order is due for collection, the barista screen will chime/make a sound.
The colour of app orders on the barista screen is purple until 2min until the pick-up time. All app orders will have a POS code of 50.
What if a customer complains that their coffee is cold when they collect their order?
Apologise to the customer and make them a new coffee order. Waste the cold coffee order.
A customer has come to our store to collect their order, but we have not received their order. What do I do?
Politely ask the customer to show you their ‘My Order’ screen on their app. Do not touch their phone.
Confirm the date, time and store of the order they are referring to.
If the date, time and store of the order is current, then apologise for the inconvenience and make the order for them. Contact the IT Help Desk and advise that you did not receive and app order on the barista screen.
If the date, time and store of the order is not current, advise the customer of this. Ask if they would like to purchase the order in-store now. If they say yes, process the order and payment and make the order for the customer. If they say no, advise the customer that the order will be ready at the store at the date and time presented in the app.
I have made an app order and no one has come to collect the order within 30min from the pick-up time. What do I do?
If an app order has been made and has been awaiting collection for longer than 30 minutes you should waste the order as ‘OTR App – non collect’. The customer may be stuck in traffic or have gone to the wrong store to collect.
Do I need to do anything different for an app order?
The differences for processing an OTR app order is to ensure you write the Customer’s name on the items from their order, and that the order items are placed together in the OTR App order collection area.
We have received an OTR App order that has a White Chocolate Macadamia cookie, but we have run out of the cookie. What do I do?
You should always offer to replace the product with a similar item. If you are unable to offer a replacement, you are able to offer the customer a refund.
To process the refund, politely ask the customer to show you their ‘My Orders’ screen in the OTR App. Scan the Customer’s barcode, enter negative quantities for the item you are refunding, finalise the sale and refund the amount to the customer in cash. Once completed, enter the refund details on the Refund Record in to Procedure Manual.
Does a customer need to do anything when they collect their OTR App order?
Customers must ensure they scan their phone at the pick-up when they are collecting their order. Bluetooth must be turned on for the pick-up beacon to recognise the phone.
Rewards
What brands earn Rewards?
Registered users of the OTR App can earn Rewards on C Coffee, HappyWash, EAT, Subway, Wokinabox, and CHILL.
What are the Buy 3 Get 1 FREE offers?
The Buy 1 Get 1 FREE offers are:
C COFFEE
– Buy 1 Regular C Coffee, Get 1 FREE
– Buy 1 Grande C Coffee, Get 1 FREE
– Buy 1 Max C Coffee, Get 1 FREE
– Buy 1 Chilled C, Get 1 Free
The Buy 3 Get 1 FREE offers are as below:
HAPPYWASH
– Buy 3 ‘The Wash’ car washes, Get 1 FREE
– Buy 3 ‘The Wash & Dry’ car washes, Get 1 FREE
– Buy 3 ‘Deluxe Wash’ car washes, Get 1 FREE
– Buy 3 ‘Ultimate’ car washes, Get 1 FREE
– Buy 3 ‘Platinum’ Car Washes, Get 1 FREE
SUBWAY
– Buy 3 4 6-inch Sub, Regular Wrap or Regular Salad Combo, Get a 6-inch Sub, Regular Wrap or Regular Salad Combo FREE
– Buy 3 Footlong Sub, Large Salad or Large Wrap Combo, Get a Footlong Sub, Large Salad or Large Wrap Combo FREE
How do I redeem a Reward for an app customer?
To redeem a reward for an OTR App customer ask them to show you their reward on the brand screen in the OTR Rewards section of the app.
1. Check they are not showing you a screenshot – make sure there is animation on the screen (the reward will be flashing)
2. Check what the reward is for
3. Check that what they have purchased is valid for that reward
4. Scan the customer’s App barcode
5. Process the free item in POS
6. Complete the transaction as normal
Do Rewards expire?
Yes. Rewards are valid for 12 months from the date they have been earned.
How do Stamps become Rewards?
Stamps are automatically converted into Rewards when you have purchased 4 of the same deals.
How many Stamps do I receive when I buy a Buy 3 Get 1 Free Deal?
Each valid purchase receives one Stamp.
Can I still earn Rewards if I forget my phone?
Unfortunately Stamps and Rewards can only be earned by scanning your app barcode in store, or by placing an order through the OTR App.
How often do OTR Rewards update?
Stamps and Rewards that are earned in the OTR App may take a few minutes after the transaction to appear in your OTR Rewards screen.
How do I earn Rewards?
Each time you purchase an offer in-store entitled to earn a stamp towards a reward i.e. Grande C Coffee, scan the barcode on your OTR Rewards screen in the OTR App at the Point of Sale in store and watch as you gain stamps towards your free reward.
Coffee items ordered through the app will be automatically added to your Buy 3 Get 1 FREE rewards tally, no need to scan in-store.
How can I keep track of my Rewards?
To keep track of your Rewards, access the OTR Rewards screen in the OTR App by the shortcut on the bottom right of the home screen, or by the app menu.
I have an issue with my App. What should I do?
If you encounter an issue with your app, retry the steps you took to see if you can repeat the issue. If you can repeat the issue there are 2 ways you can raise it with the App development team:
1. Select ‘Contact Us’ from the app menu and complete as much detail as possible including:
a. What phone you have
b. What version of iOS or Android you have
c. What steps you performed that resulted in the issue
2. Send an email to OTRApp@otr.com.au with as much detail as possible including:
a. What phone you have
b. What version of iOS or Android you have
c. What steps you performed that resulted in the issue