How do I manage Delivery orders?
Customer orders
Dines provides the tools to be able to accept Delivery orders and payments, but does not provide fulfillment services - i.e. we do not provide the physical service of delivering the items to your customers.
Step 1. Delivery Order received
When a new Deliver order is received, the order will appear in the 'New' orders tab of your partner dashboard. The card will state that the order is a 'Delivery'.
Don't forget, you can always filter your orders by Order Type to help isolate orders for Delivery.
Step 2. Accept Delivery Order
Orders will contain information about:
- Items ordered
- Special requests
- Details of any additional delivery charges applied to the bill
- and details of where it needs to be delivered to
When a new order has been received from a customer, the payment for that order has already been pre-authorised (so funds are on hold in the customer's account) and when the order is accepted the funds are captured - you don't need to worry about whether the payment has gone through!
Your team will need to review the items ordered, the delivery time slot, and the Delivery Address to ensure that the order can be serviced:
- if the order can be serviced they simply hit 'Accept'. The customer is notified when the order has been accepted and the order moves to the 'Live' tab.
- if the order cannot be serviced they simply hit 'Can't make this order?' and you will be given the opportunity to reject the order and provide a reason to the customer.
You also have the ability to adjust the
Estimated Delivery Time from within an order card.
If you have set up a printer, you will also have the ability to print an order manually or to have the printer automatically print orders when you accept them.
Learn more about printers here.
What delivery information is captured from customers?
When a user creates a Delivery Order, the customer's delivery address and contact number are required. Sometimes this information is received through Apple / Google Pay services, otherwise this is entered by the user. Please [CLICK HERE] to review our privacy policy for consumer data captured for the purposes of Delivery.
Step 3. Prepare the order for Delivery
Your team will then proceed to prepare the items for delivery which will typically include making and packing the items ready for Delivery. Once the order has been prepared, the team will hit the 'Ready to Deliver' button to mark the order as prepared - the order will then move to the 'To Deliver' status where you will find all the orders that are lined up to be delivered to customers.
If, at any point, an accepted order cannot be serviced they simply hit 'Can't make this order?' and you will be given the opportunity to cancel/refund the order and provide a reason to the customer.
Step 4. Order is sent out for Delivery
Your delivery provider will mark each order taken for Delivery as 'Out for Delivery' when picked up from the venue and will mark the orders as 'Delivered' when the delivery is complete.
