Delivery Orders in Order Manager

[goldburger]

The way delivery orders appear in the order manager and on tickets is backwards for a restaurant. 

In the order manager the fulfill time is the delivery time so it drops it to the bottom of the order manager, behind newer pickup ordering coming in. It can get lost. We need to know when the kitchen needs to fulfill the order and in the case of DoorDash delivery we need to know when the driver arrives.

And while yes I have access to the very clunky portal on DoorDash I cannot actually quickly and

easily track an order as delivered, so marking it as delivered is a best guess.

My ask: can we please have the option to display by pickup time vs delivery time? It's a mess otherwise.

[Valentina]

So sorry to hear about the wonkiness here, @goldburger! 

We really appreciate you taking the time to outline the pain points your team is experiencing with the Order Manager + DoorDash. Specific examples and explanations like this are exactly what help drive change! I've passed this feedback on to the appropriate product teams so that an adjustment can be made to smooth out your kitchen's flow.

Thanks again for sharing your honest feedback about your experiences - it really does help our teams ✨

[goldburger]

@Valentina yes especially since doordash marketplace integrations print and display the driver pickup time. it's a mess!

[Valentina]

I reached out to a Square Online specialist, and they clarified that the order of the Orders within Order Manager is determined by the Order Placed timestamp. It is not based on delivery time, and is not related to the implications of prep time on an order.

If you are having trouble managing orders with the way that Order Manager behaves (sorting orders by Order Placed Time), you can get around this entirely by leveraging order ticket printing. The kitchen ticket printing will print the receipts in the order that you are asking for, which is in order based on pickup time & prep time, as opposed to in Order manager, which organizes orders by order creation time.

Order Tickets are printed in the kitchen using the equation: 
Ticket Print Time = Pickup time - order prep time

As an example of how Order Tickets print:
If an order - pickup or delivery - was to be picked up at 1:00 PM, and had a 30 minute prep time, the ticket would print at 12:30pm in the kitchen. I hope this suggestion helps, @goldburger!

[goldburger]

@Valentina that's not true. the order manager can be organized by earliest fulfillment, latest fulfillment, time placed, etc. So yes the tickets will print even though what they say is "DELIVER BY" vs "PICKUP BY" they drop to the bottom of the order manager when arranged by fulfillment-- since managed delivery is assuming I am fulfilling the delivery, which, I'm not, but I am? Haha.

That said, delivery orders also fall out of the "Ticket Print Time = Pickup time - order prep time" equation-- it seems like an additional 5 minutes is added on to the prep time?

[Valentina]

We do round, so up to 4 minutes could be added for any pickup or delivery order, @goldburger.

Example: Order Placed at 1:42pm with 15 minute prep time
Order Pickup Time will be 2:00pm (note: 3 minutes added)

I hope this helps clarify a bit further, but if you would like additional clarification, I recommend getting in touch with our team by email so that an eCommerce specialist can work directly with you.