Are orders sent to my POS?
Are orders sent to my POS?
Orders are sent to your POS if it is connected to Deliverect.
Are orders processed immediately?
Are orders processed immediately?
Orders that are for immediate preparation are typically sent immediately to your point of sale or DMA. There are a few reasons why this may not occur:
The ordering channel first requires the acceptance of the order on their platform/tablet.
The order is scheduled for fulfillment at a later time or date. It will be sent to your POS or DMA once it is time to prepare it.
There was a downtime or issue with our connection to the ordering channel or your POS. All incidents are reported on updates.deliverect.com.
If you use the DMA, it was turned off or did not have a stable internet connection.
How can I manage orders?
How can I manage orders?
If you use a POS: Manage your orders using your POS.
If you don't use a POS: Manage your orders using the Delivery Manager App.
Some delivery platforms may require you to manage orders using their tablet or application.
How do I cancel orders?
How do I cancel orders?
Most delivery platforms require you to use their platform or app to cancel an order.
Why did an order fail?
Why did an order fail?
An order can fail for many reasons. You can view the reason by visiting the Orders page of your Deliverect account. Reach out to our support team if you are unable to diagnose or resolve the issue yourself. Some examples of issues are:
There was a mismatch between the items available in your POS and the current menu published to the ordering channel. Follow the steps below to resolve this for future orders:
Step 1. Access your POS and ensure that you have all products and modifiers available.
Step 2. Sync these changes into Deliverect.
Step 3. Publish your menu to your ordering channels.We were unable to reach your POS. Ensure that your POS is turned on and has a stable internet connection.
What should I do if an order is declined because of missing ingredients?
What should I do if an order is declined because of missing ingredients?
Ensure that all ingredients, modifiers, and related items are marked as available in your POS system. Perform a product sync and publish the menu for the affected location. You should then be able to retry the failed orders.
How do I process a refund?
How do I process a refund?
Deliverect does not process payments made through your online orders for external delivery channels. To coordinate refunds, you'll need to contact the partner directly.
Refunds are supported if you use Deliverect Pay with one of our products (Online Ordering, Order & Pay, or Social Media Ordering). Read this article for details.
How can I ensure orders are processed correctly?
How can I ensure orders are processed correctly?
Sync your products and publish your menus regularly to keep your information up-to-date and consistent across all platforms.
Why was an order placed when my store was set to be closed?
Why was an order placed when my store was set to be closed?
Menu availability can override your opening hours. Update your menu availability to match your opening hours.
How can I fix a failed order related to modifier availability?
How can I fix a failed order related to modifier availability?
Follow these steps to resolve an unavailable modifier:
1. Make the modifier available on the correct modifier group for any missing location in your point of sale system.
2. Perform a product sync and publish your menu to ensure the latest information is updated.
What should I do if orders are automatically canceled on my POS system?
What should I do if orders are automatically canceled on my POS system?
For the affected locations, ensure the items are enabled and in stock on your POS.
What should I do if orders are not appearing on the Deliverect App or tablet?
What should I do if orders are not appearing on the Deliverect App or tablet?
Check if there are any filters set on the tablet that are preventing the orders from being displayed. If the issue persists, provide at least three order IDs to our support team for us to investigate.
How can I request another driver?
How can I request another driver?
Orders delivered by an online ordering channel often consider the contents to determine the number of assigned drivers. Contact the ordering channel to request an additional driver due to the order size or if the assigned driver didn't arrive. With Uber Eats, if you're using the Delivery Manager App, you can request additional couriers through the Orders page by tapping Request Courier.
If you use Deliverect Dispatch and the delivery partner supports item sizing, you can set the size of your items within the Deliverect product page to automatically request additional couriers for incoming orders.
Step 1. Log in to your Deliverect account and select Products in the sidebar.
Step 2. Select the ⋮ button for the product and choose Edit.
Step 3. Select the Edit or More product specifications links.
Step 4. Go to Dispatch sizing and select the item's size.
Step 5. Select the Save & close button.
You aren't able to request additional drivers through Deliverect Dispatch once an order is received. If you use multiple delivery partners, we will automatically re-assign the order if the partner says they can't deliver it. It isn't possible to manually request re-assignment.