Purpose: How staff find, prepare and deal with problems on DoorDash, Uber Eats and other third-party orders that reach the POS through Deliverect. For: front desk, cashiers, managers.
Before you start:
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Adoluna sets up Deliverect and links it to the store (see 2.9.5 How to set up third-party delivery sync (Deliverect)). Deliverect pulls the platform menus from our system; you don’t sync them by hand. Every merchant has a login for the Deliverect platform and can sign in to check orders.
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All third-party orders are accepted automatically and sent to the kitchen without staff confirming. Under Online Store > Store Setting in the Backoffice, only Order Prepare Time (the prep time for scheduled orders) applies to them; the four auto-accept switches don’t cover third-party orders (see 2.9.3 How to set up auto-accept and new order notifications, 2.9.4 How to set the prep time for scheduled orders).
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When Deliverect receives an order, it sends the Average preparation time to the third-party platform. The default is 15 minutes; you can change it on the Deliverect platform.
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Third-party order numbers start with T. In Recall, set Order Source to Third Party; you can also search by Third Party ID (the platform’s order number) (see 1.4.1 How to find an order in Recall).
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Third-party orders are paid on the platform, so they’re paid orders and count toward sales (see 4.7.2 How do third-party sales and tax show in reports?). New orders also send a notification to the Order tab of the Notification Center (see 1.1.4 How to check the Notification Center).
Steps #
1. When an order reaches the POS it’s sent to the kitchen automatically and prints by printer department; staff don’t need to do anything.
2. To find an order: tap Recall on the home screen, choose Third Party under Order Source and Paid under Order Status (Recall opens with only POS and Unpaid selected). To search by the platform’s order number, choose Third Party ID in the search field at the top right and type it (see 1.4.1 How to find an order in Recall).
3. Tap the order card to open Order Detail: Resend sends it to the kitchen again and Reprint prints it again (see 1.4.2 How to resend or reprint an order). Staff don’t need to use the Pick Up Ready, Finalized and Canceled buttons on the right: when the order comes in, the system automatically updates its status to “received” and does nothing further.
4. Once an order has come in, changes or cancellations the customer makes on the third-party platform don’t reach our system, and the POS order isn’t voided automatically. Check them on the third-party platform’s tablet. Customer cancellations, missing items and refunds are also handled on the third-party platform (the platform’s statements are what count for refunds and payouts; see 4.7.2 How do third-party sales and tax show in reports?).
Notes / FAQ #
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If the POS shows Third-party order #… acceptance failed. Please confirm acceptance on the third-party platform, accept the order by hand in that platform’s merchant app.
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Don’t settle these orders with the store’s own DoorDash or Uber Eats custom payment types; those are for platform orders staff enter by hand (see 1.3.4 How to settle with a custom payment type, 4.7.2 How do third-party sales and tax show in reports?).
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If the store’s internet is down, orders are already in our system as soon as customers place them. When the connection is back, resend them to the kitchen from Recall (see 1.4.2 How to resend or reprint an order) or void them (see 1.4.6 How to void a paid order).
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If a third-party order doesn’t reach the POS, see 4.6.1 What to do when an online or third-party order doesn’t reach the POS.
