Kimtech Solution User & Staff Operations Manual

1.1 Getting Started

Visit kimtechsolution.com from any phone or computer. The site works on slow connections and is optimised for use across Guyana.

• Create an account using your phone number or email — verification takes less than a minute.
• Add your delivery address, business name (if any), and a preferred contact method (WhatsApp, SMS, or call).
• Browse services from the homepage: Request Delivery, Shop & Deliver, Freight, Share Rides, Catalog, and Partner / Driver onboarding.

1.2 Booking a Delivery or Ride

• Open Request Delivery or Share Rides and enter pickup and drop-off locations.
• Choose the vehicle type that fits your load: bike, car, SUV, pickup, van, or truck.
• Confirm the live price quote before submitting — prices include fuel, handling, and basic insurance.
• Pay using MMG, card, bank transfer, or cash on delivery where available.
• You will receive an order number, driver name, and live tracking link by SMS and WhatsApp.

1.3 Shop & Deliver

• Use Shop & Deliver when you want us to buy items from a store on your behalf.
• List the items, store, and your budget. A dispatcher confirms availability and final price before purchase.
• Pay the item cost plus a small service fee. Receipts are uploaded to your order for transparency.

1.4 Freight, Warehousing & Customs

• Request a freight quote for shipments from the US (Chino CA, Miami FL, or New York) to Guyana.
• Air freight: typically 3–7 business days door-to-door. Ocean freight: 2–4 weeks depending on consolidation.
• We handle customs documentation, duties, and clearance on every freight shipment.
• Optional warehousing in Chino, CA for consolidation, storage, and supplier drop-offs.

1.5 Tracking, Receipts & Support

• Track any order at kimtechsolution.com/track using your order number and phone.
• Digital receipts and invoices are emailed automatically and stored in your account.
• Support is available 7 days a week via WhatsApp, phone, and email. Average response time is under 15 minutes during business hours.

1.6 Account, Privacy & Payments

• Update your profile, saved addresses, and payment methods under My Account at any time.
• We never share personal data with third parties except to fulfil your order (e.g. driver, customs).
• Refunds are processed within 3–5 business days to the original payment method when eligible (see Refund Policy).

2.1 Company Standards

• Be on time, in uniform, and identifiable with your Kimtech ID badge at all times.
• Treat every customer, supplier, and colleague with respect — no exceptions.
• Communicate in clear, professional English or the customer's preferred language.
• Never discuss customer information, pricing, or internal procedures outside of work.

2.2 Dispatch Operations

• Monitor the dispatch board continuously during your shift; acknowledge every new order within 2 minutes.
• Assign orders to the nearest available driver matching the vehicle requirement.
• Confirm pickup, in-transit, and delivered status for every order — never leave an order without a status update.
• Escalate delays, accidents, or customer complaints to the duty supervisor immediately.

2.3 Driver Operations

• Inspect your vehicle daily: tires, lights, fuel, brakes, documents, and cleanliness.
• Accept jobs only when you can complete them safely and on time.
• Handle goods with care — use straps, blankets, and the correct vehicle for the load.
• Greet the customer by name, confirm the order number, and collect any required signature or OTP.
• Do not accept unsafe, illegal, or undeclared items. Report any suspicious package to dispatch.
• Report accidents, damages, or emergencies to dispatch and a supervisor immediately.

2.4 Customer Service & Complaints

• Listen first, apologise for any inconvenience, and confirm the customer's issue before responding.
• Resolve simple issues on the spot; log every complaint in the admin system for follow-up.
• Issue refunds, credits, or re-deliveries only with supervisor approval and a clear written reason.
• Follow up with the customer within 24 hours to confirm the issue is fully resolved.

2.5 Cash, Payments & Receipts

• Reconcile cash collected at the end of every shift with a supervisor — no exceptions.
• All electronic payments must be confirmed in the system before releasing goods.
• Issue a printed or digital receipt for every transaction, including cash.
• Never accept payment to personal accounts. All payments go to official Kimtech channels only.

2.6 Health, Safety & Security

• Wear seatbelts, helmets, and any required PPE at all times.
• No driving under the influence of alcohol, drugs, or while fatigued — zero tolerance.
• Lock vehicles when unattended and never leave keys in the ignition.
• Report theft, harassment, or unsafe conditions immediately to a supervisor or HR.

2.7 Data, Systems & Confidentiality

• Use only your own account to log in. Never share passwords or admin access.
• Customer phone numbers, addresses, and order details are confidential — never screenshot or share externally.
• Report suspected data breaches or phishing attempts to the admin team within 1 hour.