Is is possible to change the date and time for a Square Online Delivery Order using DoorDash?

[HughAtSatchels1]

We use Square's online ordering platform which allows our customers to place online orders for pickup at our restaurant or delivery using DoorDash.  Lots of our customers who choose to place a delivery order fail to select the correct delivery time and date (it is a somewhat confusing interface on the Square online store).  As a result, the system defaults to the next delivery time and date.  After placing the order, the customer realizes the error and calls us to ask if we can change the delivery date/time.  Unfortunately the only solution we have found to this problem is to cancel the order, issue a refund and ask the order to be placed again (and make sure they choose the correct delivery date and time).  Has anyone found a way to easily change the delivery date/time for DoorDash delivery orders?  

[faheem · Accepted solution]

Hi @HughAtSatchels1 - for on-demand delivery orders, you can call the courier support phone number that is printed on the ticket, and the courier company may be able to change the delivery pickup/dropoff time for you, pending the availability of drivers.

However, we don't allow that to be edited in Square for on-demand delivery orders today because for the courier company, it's a manual process to reschedule the delivery.

Finally, I noticed that you're using a website layout that tends to be less idea for restaurants and caterers. We do have website layout options that are more targeted for restaurants, and with those options, you have the ability to require the customer to pick a location and delivery time at the start of the checkout process. Here's an example of one of those layouts (choosing a time is not forced here, but that can be easily enabled).

https://squareup.com/us/en/website-themes?theme=youngs-place

If you have time to create a new site, you can do so here:

https://squareup.com/help/us/en/article/8047-choose-themes-for-your-square-online-site

Or, you can just switch your existing ordering page template from "Shop All" which is retail-focused to "Order Online" which is for restaurants: https://squareup.com/help/us/en/article/6861-create-an-order-online-page-with-square-online-store

[HughAtSatchels1]

Thanks so much for info, Faheem.  Very helpful.  In order to use one of these "ORDER ONLINE" templates, do I need to upgrade to a PLUS account?

[faheem]

To use one of the advanced themes (available here: https://squareup.com/us/en/website-themes?) , for now you do need to be on Square Online's Plus plan.

But to simply switch your site to the Order Online format designed for restaurants (in this help article: https://squareup.com/help/us/en/article/6861-create-an-order-online-page-with-square-online-store) you can absolutely stay on the free plan. Switching takes just a minute and you can easily go back to Shop All if you don't like Order Online.

[HughAtSatchels1]

Thanks, Faheem.  Unfortunately that last link in your reply doesn't take me to the article.  Could you please check the link address and-re-send?  Thanks so much for your help!