Fulfillment calendar never works with door dash

[TrevorG]

Every holiday we are closed. I set up the fulfillment calendar to close on those days. For delivery and pickup. The square software is supposed to sync with door dash but every time it never works. We are closed and we receive order after order. I have to refund customers and they get mad at us. Does nobody run into this issue or is there something I am missing. Why can’t they simplify this process?

[TheRealChipA]

HI @TrevorG.  First, we need to be sure that both of us are on the same page.  When you say that you use DoorDash, are you using it to deliver from your Square Online Store via On Demand Delivery?  In this case, as long as your Square Online Store is closed for the day you won’t receive orders.

I scoured the Help Articles and other threads about DoorDash with Square.  I can’t find anything that says Square will automatically close your storefront on DoorDash (or any other delivery service).  I think that has always been a manual thing since it is controlled by DoorDash and not by Square.

Let me know if you have any questions.

[TrevorG]

Yes it is integrated with our square. So the delivery hours should mimic the store hours. Never works that way though. 

[TrevorG]

Door dash will not allow me to close the store via the door dash manager app. Also. Even though I schedule the fulfillment ahead of time I still have to manually close the online store with the toggle switch on the site. 

[TheRealChipA]

@TrevorG.  So forgive me if I’m being dense.  But “integrated with Square” can mean one of two things:

1. DoorDash customers place their orders on the DoorDash App and those orders are sent to your POS for fulfillment.  Or,
2. Customers place their orders on YOUR Square Online Store, and the Square contracts with DoorDash (as an on-demand delivery) to deliver your order.

Which app (which option) are customers using to place their orders?

[TrevorG]

Maybe I am the dense one. We have a door dash storefront as well as a square storefront. We accept pick up orders through ours and DoorDash portal. Door dash also provides delivery. Our menu and options are all synced through square which includes hours and closures. 

[TheRealChipA]

@TrevorG.  You are not being dense, trust me.  This can be confusing.  So, store hours are not synced to DoorDash — only the items and such are kept in sync.  This is because you might want to turn off DoorDash but leave your store open — say when you are really busy and don’t want to deal with DoorDash orders right now.  Or, you might want to ONLY take DoorDash orders, but close your Square Store for a while for some reason.  So, when you are closed for a holiday you must do that manually on DoorDash.  I don’t believe DoorDash even allows third parties to change your hours, close your store with them, etc.

It’s confusing at first, but it does actually make sense.

[TheRealChipA]

@TrevorG Here’s a screen shot from DoorDash help article on Square Integration.  Note the circled part.

[TrevorG]

Sorry to keep revisiting this. But it is fourth of july so here we are again. 

This is where my confusion stems from. 

Today we have special hours and I don't see a way to adjust our hours just for today. The only option is the regular store hours.

Door dash manager app

[TheRealChipA]

No worries.  So, question.  I see in the area below the red circle that your special upcoming hours today are 9am - 5:30pm.  Are those not correct?  Or are they your normal hours?