We cannot pay for any order processed on Otter until your Stripe account has been created and connected to the Otter Dashboard.
Stripe is Otter's way of paying you out for any order processed through our system. Think of Stripe as your financial sidekick that ensures you get paid every day. Stripe is a third-party payment processor that handles all the heavy lifting of securely processing payments and managing transactions.
Once you create your Stripe account and connect it to Otter, you're all set to start receiving daily payouts. It’s fast, reliable, and seamlessly integrated into Otter to keep your business running smoothly.
When a customer pays for any order using Otter POS, the Online Ordering website, or Order with Google, those funds are paid directly to Stripe, a third-party payment processing software.
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Before you can start processing orders with Otter, you must set up your Stripe Connect account. Stripe account creation takes approximately 5-10 minutes.
To get started, have the following information ready:
Follow the workflow directly within the Otter Dashboard to connect your Stripe account and begin receiving payouts.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nWithin Otter Dashboard, select [Money] from the drop down | \n|
| 2 | \nSelect [Payout Settings] | \n|
| 3 | \nIn the Payout settings page, select the [Add method] for the store/brand you'd like to connect a payment method to. | \n|
| 4 | \nIn the pop-up window that appears, select [Connect Stripe account]. | \n|
| 5 | \n\n Complete the Stripe setup process by entering the requested information. \nIf you already have an existing Stripe account, you can use the same email address to connect your existing account to Otter. \n
| \n|
| 6 | \n\n At the end of the Stripe setup process, review the information you provided and wait for Stripe to verify your personal details. \nIf you receive an \"Incomplete\" verification, select [Edit] next to the status to see what additional information Stripe requires in order to verify your identity (i.e. upload ID verification document). \nAfter your details are verified, select [Confirm]. Once the above process is complete, you'll be taken back to Otter. \n | \n|
| 7 | \nYour store's payout method status should now read Active in Otter. | \n|
| 8 | \nIf you want to add a payout method to another store, select [Add method] on an unassigned row. | \n|
| 9 | \nIn the new pop-up window, click the [Select a payout method] dropdown menu. | \n|
| 10 | \nSelect your desired payout method from the dropdown menu and select [Save]. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nSelect the locations where you would like to edit the payout methods. | \n|
| 2 | \nAt the bottom of the page, select [Edit payout method]. | \n|
| 3 | \nIn the pop-up window, select the dropdown menu and select your desired payout method. | \n|
| 4 | \nSelect [Save]. | \n
Follow the steps below to connect your Stripe account and begin receiving payouts for Future Foods or Picnic.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nWithin Otter Dashboard, select [Money] from the drop down | \n|
| 2 | \nSelect [Payout Settings] | \n|
| 3 | \nNext to the payout details, click the the pencil icon. | \n|
| 4 | \nClick [Manage on Stripe]. | \n|
| 5 | \nThis redirects to Stripe’s platform, where personal and bank account details can be updated. | \n\n Picnic Stripe Landing page \nFuture Foods Landing page \n | \n
Stripe’s services cannot be used for a variety of businesses, products, and industries. To use Stripe’s services, you must remain compliant with the rules and restrictions.
Learn more here: Prohibited and Restricted Businesses | Stripe
You can access all your payout reports, transactions, and dispute management within the Otter Dashboard.
\nLearn more here.
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This guide will walk you through how to update the payout information for your account. Payouts refer to the funds you receive from orders processed through Otter platforms (such as Online Ordering, QR Codes, Otter POS, Kiosk, or Future Foods).
There are two main situations where you might need to update your payout details.
This situation comes up when a business changes ownership. For example, if Happy Otter Foods LLC is sold to a new owner and renamed Ecstatic Otter Foods LLC, a new Stripe account should be set up under the new business name. In this case, don’t update the existing Stripe account— create a new one instead.
This ensures that important details, such as tax information, are properly set up and routed to the correct owner.
This applies when your business needs to change the bank account where you receive payouts.
For example: if payouts are currently being sent to an account ending in 1111 and you’d like them to be sent to a new account ending in 2222, you’ll need to update your bank account details.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nWithin Otter Dashboard, select [Money] from the drop down | \n|
| 2 | \nSelect [Payout Settings] | \n|
| 3 | \nNext to the payout details, click on the [Pencil Icon] to begin editing. | \n|
| 4 | \nClick the [Manage on Stripe] option to manage your payout information directly on Stripe. This will redirect you to Stripe’s platform, where you can update both personal and bank account details. | \n
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As tax season approaches, you may be on the lookout for Form 1099-K to complete your annual tax filing.
Form 1099-K is for Operators who earned over $20,000 in gross unadjusted earnings and more than 200 transactions in the calendar year. If you do not meet these IRS guidelines, you will not receive a form.
In partnership with Stripe, Otter files tax forms in January, which are postmarked by January 31 and expected to be received by mail in early February.
The 1099-K will also be made available in your Otter Dashboard. Otter will notify you, via email, when this is available.
From the Otter Dashboard, go to Money App > Tax Center > Tax Forms or use this direct link.
Otter customers (US customers only) can find their Tax Center dashboard in the Otter Dashboard settings. Operators will need to utilize the Tax Center during tax season and year-end filing periods when they need to access current and historical tax documents for their business locations.
Steps to Access the Tax Center
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nClick [Money]. \n | \n\n \n | \n
| 2 | \nClick on the [Tax Center] and then [Tax Forms] tab to access all tax-related information and documents. | \n|
| 3 | \nUse the dropdown filter to select specific tax years to view historical forms from previous filing periods. | \n|
| 4 | \nClick the [Download PDF] button next to any form to save the document locally for tax filing purposes. | \n|
| 5 | \nView taxpayer information section displaying legal entity details and addresses for each facility location. | \n|
| 6 | \nTo update business details, click the \"Manage on Stripe\" link which will redirect to Stripe Connect servicing portal for modifications. | \n
If you find an error on the Form 1099-K received, in some cases Otter can correct and reissue your 1099-K. Errors requiring a corrected Form 1099-K include:
Incorrect business
Incorrect TIN/EIN
Financial Calculation Discrepancy
Please contact Otter Support for further assistance.
\n
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The Money App, within the Otter Dashboard, brings your core financial information for first-party fulfillment channels in one place. In the Money App, you can view:
To access the Money App:
Learn more about each section of the Money App below.
In the Balances tab, you can view the current balance for each active payout account. If your business has more than one payout account, you can switch between accounts to review the earnings associated with each one.
Once you've selected a Payout Account from the dropdown, click [Account details] to view additional information, including which locations are connected to that payout account.
\nAt the top, you'll see to balances listed.
Available: Funds that are ready for payout
Pending: Funds that are still processing and are not yet available for payout
The Activity view at the bottom allows you to review activities that contribute to increasing or decreasing your available balance— such as settlements, payouts, and adjustments.
\nThe Paid view at the bottom allows you to review completed payouts. Clicking on a listed payout will show more detailed information breakdown for that payout.
\n| \n \n | \n|
Paid Payouts View | \nDetailed Specific Payout Information | \n
From the Tax Center tab, you can view and download historical tax documents— like available 1099 tax forms from previous calendar years.
Learn more here.
From the Payout Settings tab, you can review and manage your payout account configuration.
Learn more here.
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If you notice Otter POS/Direct Orders payouts from Otter are being blocked or not being received in your Stripe account, this guide will explain why this may be happening and how to resolve the issue in Stripe.
Ensure your stores are verified to maintain smooth operations and compliance.
Stripe Connect Accounts enable the processing of payouts for earnings collected through Otter POS and Direct Orders. When a Stripe Connect Account is created, Stripe is legally required to collect information from you to undergo a KYC (know-your-customer) review. Common examples of required information include the company name, company tax ID, and, in some cases, additional details about the business owner.
Stripe reserves the right to request additional information from you periodically. Be sure to complete the Stripe-imposed requirements (notified via email) within the provided time frame.
If you fail to submit the required information, your account may be put in a restricted state, and payouts from Otter to your Stripe account will be withheld until the outstanding requirements are fulfilled.
If you are experiencing issues with blocked payouts in Stripe, the first thing you will need to do is review the Stripe Connect account status in your Stripe Dashboard.
The steps below will guide you through locating the account statuses and how to resolve any outstanding Stripe requirements that may be causing the blocked payouts.
If the steps above did not resolve the issue and you are still not receiving payouts, review the additional troubleshooting steps listed below.
Write Troubleshoot: in the title to showcase the icon
\n| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Follow the Stripe instructions to create a hidden webpage on your website to showcase the contact information for all your stores. Stripe will use your corporate website to confirm that your store is indeed part of your organization. \n | \n|
| 2 | \nIf you choose [No] to temporarily updating your website to include your email address, a text box will then appear where you can describe your business and its connection to the organization. | \n
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Otter integrations give you access to all your apps and services in one place. Otter can integrate with your POS system, delivery platforms, and direct-to-customer sales apps (online ordering) to provide one easy dashboard for all channels.
By integrating with Otter you can:
You can integrate the following restaurant softwares with Otter:
Check out more information about each integration with Otter below.
POS (Point of Sale):
POS Integrations allow you to manage in-store and online orders in a single place— this means when you receive an online order integrated with Otter, it will automatically be processed through your POS system.
POS Integration Examples:
Square
Clover
Toast
Delivery Platform Partners:
Delivery Partner Integrations take all orders made through delivery-apps and send them to a single device for more efficient operation. Most Delivery Partner integrations can be easily self-onboarded.
Delivery Partner Integration Examples:
DoorDash
Grubhub
Uber Eats
Direct to Customer:
Direct to Customer Integrations consolidate direct online orders from your website and other sites to help easily track and fulfill orders from one place through Otter.
Direct to Customer Integration Examples:
Flipdish
Delivery.com
Wix
Couriers (Third-party Logistics):
Courier Integrations helps you control your business’ deliveries and make sure orders are picked up by delivery drivers.
Courier Integration Examples:
DoorDash Drive
Relay
Shipday
Staff Management:
Staff Management Integrations lets you organize your workforce, hours, wage payments, and more in the same place you’re viewing other business information.
Staff Management Integration Examples:
Homebase
Deputy
Virtual Brands:
Virtual Brands Integrations sends online orders from your second brand to your singular order queue to efficiently fulfill orders.
Virtual Brand Integration Examples:
Future Foods
SideDoor
You can browse Integrations compatible with Otter from the:
Otter Dashboard Integration Explore
From the Otter Dashboard, you can click Settings > Integrations tab to browse or connect integrations. Scroll through the list of supported integrations, select the integration type, or use the search to find a specific integration.
The integrations listed on the Otter Dashboard are integrations you can connect yourself. If you don't see an integration listed you're looking for, just check the Otter website or contact Otter Support to confirm.
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Most integrations listed in the Otter Dashboard, you're able to connect right there.
If you don't see the integration you're looking for or need help connecting, contact Otter Support for assistance.
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Otter requires access to each store in the delivery platform merchant portals to monitor business performance and submit disputes on your behalf across DoorDash, Uber Eats, and Grubhub. This guide explains how to grant Otter access to new store locations on each supported platform.
When prompted to enter an email address, use Otter's credentials. If the credentials are unavailable, contact Otter Support for assistance.
This guide is organized by delivery platform:
Complete only the sections for the platforms in use. Each section provides step-by-step instructions for granting Otter access.
Step 1
On the user’s Edit user screen, under Stores, select Edit.
Step 2
In the Select stores window, select the relevant stores you’d like to give access to, then select Add stores.
Step 1
If you manage more than one business, select the correct one from the dropdown at the top, then select Apply.
Step 2
Open Users from the left-hand menu, then select Add user.
Step 3
Enter the user’s full name and the email address provided by Otter, then select Add.
Step 1
From the left menu, select Settings, then Permissions.
Step 2
Open the user Otter set up. Under Restaurants and groups, check the restaurants this user should access, then select Save.
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A Front of House printer is the printer connected and used for your Otter POS and/or Kiosk device. Depending on the printer model, determines how the printer can be connected.
Learn more about each printer model, and how to connect it.
| Epson TM-m30II | \nEpson TM-m30III (Default model) | \n
|---|---|
| \n \n | \n|
| \n Connection Type: \n
| \n\n Connection Type: \n
| \n
An Otter-provided printer can be connected by scanning the QR code on the bottom of the printer or by selecting Setup Manually in the device’s hardware settings.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Remove the printer from the box, remove the bottom panel of the printer, plug in the power cord to the bottom of the printer, then plug in the power cord to a power outlet. \n\n \nWhen connecting via USB, plug the USB-B cable into the bottom of the printer and connect the other end to the base of the POS terminal. | \n\n |
| 2 | \nFrom the Otter POS terminal Home Screen, select the [Profile Icon 👤] at the top right of the screen, then select the Settings from the drop down options. | \n|
| 3 | \nSelect the [Hardware] tab within Settings. | \n|
| 4 | \nSelect [Add Printer]. | \n|
| 5 | \n\n Select a printer connection option from this screen: \n
Check this list of compatible printers to ensure the BYOD printer will pair successfully \n | \n|
| 6 | \n\n QR code scanning \nIf using the QR code setup, scan the QR code located on the underside on the Otter printer to automatically detect which printer type is being connected! \n\n \n | \n|
| 7 | \n\n Follow the on-screen guide to plug in the printer, turn it on, load paper, and connect it to the Otter tablet. The guide includes a video walkthrough. \nSelect [Next] to continue through the steps. \n | \n|
| 8 | \n\n The Bluetooth setup screen automatically scans for nearby compatible printers. When a printer appears, select it from the list. \nCommon printer names include: \n
| \n|
| 9 | \nWait for printer to connect | \n|
| 10 | \nOnce the printer connect successfully, the printer connected notification will pop up and a test print ticket will be automatically printed | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Remove the printer from the box, remove the bottom panel of the printer, plug in the power cord to the bottom of the printer, then plug in the power cord to a power outlet. \n\n \nWhen connecting via USB, plug the USB-B cable into the bottom of the printer and connect the other end to the base of the POS terminal. | \n\n |
| 2 | \nFrom the Otter POS terminal Home Screen, select the [Profile Icon 👤] at the top right of the screen, then select the Settings from the drop down options. | \n|
| 3 | \nSelect the [Hardware] tab within Settings. | \n|
| 4 | \nSelect [Add Printer]. | \n|
| 5 | \n\n Select a printer connection option from this screen: \n
Check this list of compatible printers to ensure the BYOD printer will pair successfully \n | \n|
| 6 | \n\n QR code scanning \nIf using the QR code setup, instruct the customer to scan the QR code located on the underside on the Otter printer to automatically detect which printer type is being connected! \n\n \n | \n|
| 7 | \n\n Follow the on-screen guide to plug in the printer, turn it on, load paper, and connect it to the Otter tablet. The guide includes a video walkthrough. \nSelect [Next] to continue through the steps. \n | \n|
| 8 | \nThe Bluetooth setup screen automatically scans for nearby compatible printers. When a printer appears, select it from the list. | \n|
| 9 | \nWait for printer to connect. | \n|
| 10 | \nOnce the printer connect successfully, the printer connected notification will pop up and a test print ticket will be automatically printed. | \n
Only the Epson TM-m30II printer can be connected via Bluetooth, if needed. Use bluetooth connection when USB pairing is not possible for your Otter devices.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Prepare Printer: \nConnect the printer to power and ensure receipt paper is loaded. \n | \n\n | \n
| 2 | \n\n Enter Pairing Mode: \nOpen the top cover. Press and hold the Feed button while powering on, or while the printer is on, until the Paper light flashes. \n | \n|
| 3 | \n\n Print Status Sheet: \nClose the top cover. The printer will print a status sheet. \n | \n|
| 4 | \n\n Activate Pairing: \n
| \n\n |
| 5 | \n\n Pair Device: \nOpen the Bluetooth settings on your tablet or phone and select the printer (e.g., “TM-m30II_XXXXXX”). \n | \n\n | \n
| 6 | \n\n Complete Setup: \nOpen your POS app and select the printer in the hardware settings. \n | \n
\n
The Epson TM-M30iii (“33”) printer can connect via Wi-Fi if USB is already in use, as Otter POS terminals can only support one USB-connected printer at a time
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n When you connect the printer to power & turn it on, the device will print out a QR code. \n | \n|
| 2 | \n\n Scan the QR code with a mobile device in the photos app. \nClick on the link below the QR code. \n | \n|
| 3 | \n\n Connect Mobile Device to Printer’s Network: \nClick Join to join the printer’s wifi network. \n | \n|
| 4 | \nA second QR code ticket will print. Scan the second QR code using a mobile device. | \n\n | \n
| 5 | \n\n A new page will open to the Epson printer settings web page. \nClick the Wifi option. \n | \n|
| 6 | \nNavigate to wifi settings and choose your network. | \n|
| 7 | \n\n Enter the wifi password. \n\n \nIf the wrong Wi-Fi password is entered, an error ticket will print saying “Check Network Connection: Fail.” Restart the Wi-Fi setup and enter the correct password. | \n\n | \n
| 8 | \nThe printer will reboot and show a steady blue Wi-Fi light. Once the blue Wi-Fi light is on, the printer is available as a network printer on the POS. | \n|
| 9 | \n\n Go into the Otter POS Hardware Settings. \nContinue to pair a new printer. \nChoose to pair with Wifi. \nConnect printer with Wifi. \n | \n\n |
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SKU library is a centralized place within the Otter Dashboard to manage reusable item SKUs at the organization level. Instead of duplicating the same product across menus and brands— You can create, search, filter, and edit SKUs once, then link menu and modifier items to those SKUs.
Shared product details such as dietary information, nutrition, barcodes, and product tags stay in one place and synced across linked items.
From SKU Library, you can:
Follow the steps below to create a new SKU to the SKU Library.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nIn the Otter Dashboard, select Apps > Menus\n | \n|
| 2 | \nClick on the SKU Library tab. | \n|
| 3 | \nClick [+Add SKU]. | \n|
| 4 | \n\n Fill out Item Details: \n
| \n|
| 5 | \n\n Optional \nAdd other information to sync across all menus for the item such as: \n
\n \n \nAdding more information about menu items helps customers make informed choices, as well as restaurants staying in compliance with possible regulations. \n | \n\n \n | \n
| 6 | \nClick [Save] once all details have been filled out. | \n
Follow the steps below to edit an item SKU from the SKU Library.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n In the SKU Library, search for the desired item SKU and click on the item listed. \nor \nFrom the edit item window, click [Edit] under Item SKU. \n | \n\n SKU Library \nEdit Item Window \n | \n
| 2 | \nEdit details as needed. | \n|
| 3 | \n\n Click [Save] when finished. \nChanges will be synced across all menu items using that SKU. \n | \n
When adding a new menu item, you can pick from existing SKU within your SKU Library to keep the menu and inventory consistent.
If you don’t find the SKU you need, you can create a new menu item to be added to the SKU Library.
You can view the Item SKU from:
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Otter offers Branded Websites, which allow you to generate a website using your brand data, configure the website layout, and publish the website yourself. The site uses a single page template and is easy to get set up in the Otter Dashboard. The Branded Website will link directly to your Direct Orders page and acts as a powerful tool to drive commission free orders to your restaurant.
Before going into the Branded Website app, there are several preparation steps needed in order for the website to be set up correctly. See the preparation requirements listed below.
To set up a branded website, go to the Branded Website app in the Otter Dashboard. There are several settings & customizations that need to be configured before publishing the website to live customers. Follow the steps below to configure settings and publish a Branded Website in the Otter Dashboard.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Open the Otter Dashboard. \nClick on the top left Apps dropdown. \nClick into the Branded Website app. \n | \n|
| 2 | \n\n Select the Brand for the website. \nEach brand can have at most one branded website. \n | \n|
| 3 | \n\n The app will generate a website preview based on the brand and setting selections. \nReview the settings and make any desired changes. The preview will update in real time. \n | \n|
| 4 | \n\n Select options from the following Theme settings: \n
| \n|
| 5 | \n\n Select options from the following Cover settings: \n
| \n|
| 6 | \n\n Select options from the following “About” Section settings: \n
| \n|
| 7 | \n\n Select options from the following Menu settings: \n
| \n|
| 8 | \n\n Select 1 or more Locations. \nThe selected locations will appear on the Branded Website as an option for the eater to select from when placing their order. \n | \n|
| 9 | \n\n Select options from the following Footer settings: \n
| \n|
| 10 | \nWhen configuration is complete, click Save and Publish. | \n|
11 | \n\n Use the URL provided to see your published website. \nClick Continue. \nIf you have a custom domain, connect it to the Otter-created site. Note that this should be done outside of Otter before setting up the branded website. \n | \n
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The Merchant Statement shows a monthly statement for our first party customers (Otter POS, Direct Orders, Kiosk) per location. This report provides visibility Otter's credit card processing charges and card transaction details. It is available as a downloadable PDF after the 5th of every month.
This report can be used by managers or accountants to reconcile deposits, track processing costs, and ensure accurate bookkeeping
From the Merchant statement, you can see information like:
Follow the steps below to view the Sale Summary report.
Step 1
From the Otter Dashboard, select Apps > Analytics.
Step 2
Select the Merchant Statement tab from the left-hand menu.
\n
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First Party SMS Marketing is a feature that allows restaurants create, manage, and optimize targeted SMS (mobile text) campaigns.
This feature enables restaurants to deliver personalized messages and promotions that drive engagement, repeat visits, and customer retention.
With this feature, you can:
You can create different types of campaigns for a specific group (or all) eaters for your business. Check out examples of different campaigns you can create and the different audiences you can choose for your SMS Marketing campaign.
Win Back Campaign Example
Campaign Goal: Send promotion to customers that haven't ordered from your restaurant in the last 90 days.
SMS Reoccurrence: Once
Message Sent:
Loyalty Exclusive Campaign Example
Campaign Goal: Engage with customers enrolled into your restaurant's Loyalty program.
SMS Reoccurrence: Every Monday at 11am, June through July
Message:
Customer Appreciation Campaign Example
Campaign: Give a discount to customers that have ordered weekly for the past 4 weeks.
SMS Reoccurrence: Once
Message:
New Product or Store Event Campaign Example
Campaign: Let your customers know about a new product.
SMS Reoccurrence: Once
Message:
When setting up your SMS Marketing Campaign, you can select your audience type to target certain customers with your message or promotion.
| Audience Type | \nDefinition | \n
|---|---|
| Recent Guests | \nCustomers with an order last week | \n
| Monthly Orderers | \nCustomers who have ordered at least once a month for the past 3 months | \n
| Weekly Orderers | \nCustomers who have ordered at least once a week for the past 4 weeks | \n
| Lapsed Guests | \nCustomers with 90 days since their last order | \n
| Loyalty Members | \nGuests who are enrolled in your Loyalty program. | \n
| Active Guests | \nCustomers with an order in the past 90 days | \n
| All Guests | \nAll guests from all time | \n
An SMS Marketing Campaign can be created from the First Party Marketing homepage within the Otter Dashboard.
Follow the steps below to create an SMS Marketing Campaign from the Otter Dashboard.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, click Apps > Marketing. | \n|
| 2 | \nSelect the First Party Marketing tab. | \n|
| 3 | \nClick [Create Campaign]. | \n|
| 4 | \n\n Name the campaign. \nSelect audience type and locations for campaign to apply to. \n | \n|
| 5 | \nSelect existing or create new discount to attach to the SMS campaign. | \n|
| 6 | \n\n An SMS draft will auto-populate with: \n
However, you can edit & personalize the message by typing in the content box. \n | \n|
| 7 | \nSelect the reoccurrence, date(s), and send time for the SMS campaign to be sent out. | \n|
| 8 | \nCheck the Message preview before publishing & edit if needed. | \n|
| 9 | \nClick [Publish campaign] to save campaign to send to customers at set date/time. | \n\n Publish button \nConfirmation to publish \n | \n
| 10 | \nCampaign will show on First Party Marketing homepage. | \n
Once an SMS Campaign has been created, you can edit or duplicate that campaign from the First Party Marketing homepage.
Step 3
Once edits are complete, click [Update campaign] for editing or [Create campaign] for duplicating to publish.
\n
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Shift4 (SkyTab POS) + Otter integration takes all orders made through online and delivery platforms, and sends them to your Shift4 POS (via Otter) for more efficient operation.
Integrating Shift4 with your Otter account, you're able to:
In order to connect Shift4 to Otter, you need to:
The first step to integrating your Otter account with Shift4 is to add Otter to your Shift4 account.
Follow the steps below to learn how.
Steps to add Otter to Shift4 account:
| Steps | \nProcess | \nAdditional Information | \n
|---|---|---|
| 1 | \nGo to Shift4 Admin Portal. | \n|
| 2 | \nClick the Marketplace tab. | \n|
| 3 | \n\n Find the Otter app. \nClick [View Details]. \n | \n|
| 4 | \nClick [Install]. | \n|
| 5 | \n\n \n Fill out Restaurant Details and Contact Details. \nClick [Submit]. \n\n | \n|
| 6 | \n\n After successful installation, copy the Location ID from the browser address bar. \n\n \n \nThis Location ID number will be needed later when your Otter specialist is helping you complete the integration process. Don't forgot to grab it & have it handy! | \n\n \n | \n
| 7 | \nNext, move to steps on preparing your menu in Shift4 below. | \n\n |
If you have any issues with adding Otter in Shift4, reach out to Shift4 Support to get help.
In Shift4 you'll need to prepare the menu that will be imported into Otter.
Keep the following in mind while preparing your menu in Shift4 to import into Otter.
After you prepare your menu to import, reach out to your Otter Specialist to finish your integration connection. Once your menu is imported into Otter, you can learn more about managing your menu here.
Once your menu is prepared, contact your Otter Specialist or reach out to Otter Support to import your menu and finish setting up your integration.
Automated Menu Sync ensures your menus are always up to date across all available ordering channels without any manual effort.
When changes are made to your menu from your POS or Otter Dashboard, any updates are automatically synced and published to be reflected on every connected platform.
Learn more about Auto-sync here.
When you make changes to your POS settings, the changes will need to be reflected in Otter as well to avoid order injection issues. The changes made in your POS can be updated in Otter within the POS Settings of the Otter Dashboard.
Available POS settings in the Otter Dashboard:
Learn more about POS integration settings here. If you need further assistance, contact the Otter team for help.
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Keeping your menu accurate across every ordering channel is key to avoiding confusion, incorrect orders, and unnecessary refunds. While 86’ing an item is useful for temporarily marking something as unavailable on all channels, channel availability is designed for long-term control over where items appear across different channels.
Channel availability allows you to:
See which channels a specific item, category, modifier group, or your entire menu is available on at a glance. This makes it easy to quickly understand where something is offered—such as whether an item appears on Uber Eats.
Follow the steps below to view channel availability for menu items.
When creating new items, all channels are toggled on by default. You can update this at any time by editing an existing item.
Follow the steps below to change an item's availability on a specific ordering platform.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, click Apps > Menus.\n | \n|
| 2 | \n\n Select the menu you’d like to edit. \nClick on the menu item(s) to edit. \n | \n\n \n | \n
| 3 | \nClick [Edit Channel Visibility] from the menu bar at the bottom of the screen. | \n|
| 4 | \n\n Choose which channels this item is available on by toggling them on or off. \nHit [Update] \n | \n|
| 5 | \nConfirmation message will appear | \n
To temporarily mark an item as unavailable, use 86'ing instead. Learn more here
\n
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Order History within the Otter Dashboard shows all past orders— from all platforms (like delivery partners, Otter POS, and other direct orders)— that have come through Otter.
From the Order History Dashboard, you can:
The Order History Dashboard can be viewed from the Otter Dashboard. You can view full order details breakdown, including:
Performance Insights
Data from Order History Dashboard can help gain insights into your business.
Examples:
Follow the steps below to view and filter the Order History Dashboard:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, select Apps > Orders. | \n|
| 2 | \nOrder History will show listed by most recent date/time.\n | \n|
| 3 | \n\n Select Basic report or Advanced report view. \n\n \nBasic view will have most information for a quick insights into past orders. Advanced view will have even more details for a deep dive into each order. \n | \n|
| 4 | \n\n Select filters at the top to filter view by: \n
Use the search bar to search by Order ID. \n | \n|
| 5 | \n\nSide scroll to view more details for orders listed. | \n|
| 6 | \nClick on a listed order to view specific order details. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick on a direct order listed. | \n|
| 2 | \n\n Scroll to the bottom of the order details. \nClick [Issue a refund]. \n | \n|
| 3 | \n\n Enter the Refund amount. \nSelect Refund reason. \nAdd a note, if needed. \n | \n|
| 4 | \n\n Click [Refund]. \n\n \nRefunds can take up to 5-10 days to appears on a customers statement. Original fees will not be returned, but no additional fees are applied for a refund. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nUse the Order History filters to pull the desired view. | \n|
| 2 | \nClick [Export]. | \n|
| 3 | \n\n Select preferred download option. \nOpen downloaded file to view data. \n | \n
Side scroll to view the Coupon column. If there was a coupon applied to the order, you will see it listed.
\n
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Order History within the Otter Dashboard shows all past orders— from all platforms (like delivery partners, Otter POS, and other direct orders)— that have come through Otter.
From the Order History Dashboard, you can:
The Order History Dashboard can be viewed from the Otter Dashboard. You can view full order details breakdown, including:
Performance Insights
Data from Order History Dashboard can help gain insights into your business.
Examples:
Follow the steps below to view and filter the Order History Dashboard:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, select Apps > Orders. | \n|
| 2 | \nOrder History will show listed by most recent date/time.\n | \n|
| 3 | \n\n Select Basic report or Advanced report view. \n\n \nBasic view will have most information for a quick insights into past orders. Advanced view will have even more details for a deep dive into each order. \n | \n|
| 4 | \n\n Select filters at the top to filter view by: \n
Use the search bar to search by Order ID. \n | \n|
| 5 | \n\nSide scroll to view more details for orders listed. | \n|
| 6 | \nClick on a listed order to view specific order details. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick on a direct order listed. | \n|
| 2 | \n\n Scroll to the bottom of the order details. \nClick [Issue a refund]. \n | \n|
| 3 | \n\n Enter the Refund amount. \nSelect Refund reason. \nAdd a note, if needed. \n | \n|
| 4 | \n\n Click [Refund]. \n\n \nRefunds can take up to 5-10 days to appears on a customers statement. Original fees will not be returned, but no additional fees are applied for a refund. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nUse the Order History filters to pull the desired view. | \n|
| 2 | \nClick [Export]. | \n|
| 3 | \n\n Select preferred download option. \nOpen downloaded file to view data. \n | \n
Side scroll to view the Coupon column. If there was a coupon applied to the order, you will see it listed.
\n
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Server Assignment allows orders/checks to be assigned to a specific server (staff member) in the Otter POS or tablet.
The server assigned to that check will be displayed throughout that order’s journey and will be tracked with any changes made for accountability.
Server Assignment can help:
When an order is rung in, the user pinned into the POS or tablet will automatically be assigned to that check.
The name of the server assigned to that order will display at the top while ringing in the order.
After the order has been saved or rung in, the assigned server will show in the order feed and details.
After the initial server is assigned to an order, you can reassign that order to another server.
You can reassign the server from:
| \n Order Feed \n | \n\n Check Options \n | \n
Follow the steps below to reassign a server on a check.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n From Check Options \n
From Order Feed \n
| \n\n Check Options \nOrder Feed \n | \n
| 2 | \n\n Enter manager PIN. \n\n \nYou won’t need to enter PIN & can proceed to Step 3 if you have manager permissions. | \n|
| 3 | \nSelect server to reassign check to from drop down list. | \n|
| 4 | \nCheck will show reassignment to the new selected server. | \n
For each order, you can view the reassignment history. To view the reassignment logs for an order:
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The Menu Edit History tab in Menu Manager gives you a complete view of all historical updates made to your menus within Otter.
This visibility allows you to investigate issues and troubleshoot who made the change, when it was published, and details about what was changed.
The Menu Edit History tab can be found in the Menus app in the Otter Dashboard. This tab gives operators & Otter Support teams end-to-end visibility into the history and context of menu changes made at the Brand or Menu Group level.
Follow the steps below to access this tool.
Steps to Access Menu Edit History
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nOpen the Menus App. \nClick into the Menu Edit History tab. \n | \n|
| 2 | \n\n First, select to view edit history by: \n
| \n|
| 3 | \n\n Use the toggle & choose between two options to investigate menu updates: \nMenu Entity View: OR \nLocation-Specific View: | \n|
| 4 | \nClick View History to load the next page. | \n|
| 5 | \n\n A new page will load with the selected details in one dashboard. \nYou can use the Filters at the top of this dashboard to further investigate the details that you are looking for. \nMenu Edit History Filters: | \n
Menu Edit History includes a robust set of filters and search capabilities to help you narrow down exactly which menu changes you are looking for.
When viewing a specific event and clicking into a table row, several Menu Inspection Tools are available to help you understand and share what happened with your menu, including:
Changed Fields Only Setting
What does it do? A toggle control allows users to limit the event-detail table to only fields that were modified.
What do I use this for? This reduces visual noise and focus your attention on relevant changes that impact the business.
\n
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Store Management within the Otter Dashboard is a streamlined store setting configuration page that allows you to manage device routing and default settings.
In Store Management you can create station profiles and groups with default settings that can be applied to multiple locations.
Station Profiles define how devices operate within a specific physical space or role. These profiles can be applied to selected or all locations in bulk, streamlining multi-location configuration.
When to Use: Use to create station, device, & menu item routing setting profiles before hardware setup.
Station Profile Types
| Ordering Station | \nCooking Station | \nProcessing Station | \n
|---|---|---|
Handles order intake (POS, Kiosk, Handheld) | \nPrepares food by type (Line Cook KDS, Printers) | \nAssembles, packs, and readies food for customer. (Otter Tablet, Assembly KDS) | \n
When you pair a POS, Kiosk, or Handheld to an Otter device, this is the station that is selected. | \nWhen you pair a Line Cook KDS, this is the station that is selected. | \nWhen you pair an Assembly KDS or are only using 1 KDS without station routing, this is the station that is selected. | \n
Steps to Create an Ordering Station Profile
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nClick on the Apps dropdown and select the Store Management app. \n | \n|
| 2 | \n\n Click into the Stations tab. \nClick on the + Add Profile button. \n | \n|
| 3 | \nSelect the Ordering Station Profile. | \n|
| 4 | \nEnter the Station Profile Name. | \n|
| 5 | \n\n Configure Customer Ticket Printer Settings: \n
| \n|
| 6 | \n\n Configure Station Ticket Printer Settings: \n
| \n|
| 7 | \n\n Configure Tablet & POS Terminal Settings: \nUnder Station Device Settings, go to the Tablet & Terminal section. Toggle ON Apps to make them appear on connected Devices. Toggle ON Fulfillment Modes to offer mode on selected Apps: \n
| \n\n | \n
| 8 | \nClick the Done button at the top right of the page to save the Station Profile. | \n
Steps to Create a Cooking Station Profile
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nClick on the Apps dropdown and select the Store Management app. \n | \n|
| 2 | \n\n Click into the Stations tab. \nClick on the + Add Profile button. \n | \n|
| 3 | \n\n Select the Station Type: \nCooking Station Profile \n | \n|
| 4 | \n\n Enter the Station Profile Name. \nExample: \"Kitchen KDS Station\" \n | \n|
| 5 | \n\n Configure Customer Ticket Printer Settings: \nThe customer ticket setting will be toggled OFF by default when creating a Cooking Station since this station is for Line Cook KDS & Back of House Printers. \n
| \n|
| 6 | \n\n Configure Station Ticket Printer Settings: \nThis setting allows you to configure how many and what order types to print for the Line Cook KDS or Back of House printer(s). \n
| \n|
| 7 | \n\n Configure Tablet & POS Terminal Settings: \nThis is where you can select which apps will appear on the Line Cook KDS. The KDS & Timecard app will be toggle ON by default. \n
| \n|
| 8 | \nClick the Done button at the top right of the page to save the Cooking Station Profile. | \n
Steps to Create a Processing Station Profile
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nClick on the Apps dropdown and select the Store Management app. \n | \n|
| 2 | \n\n Click into the Stations tab. \nClick on the + Add Profile button. \n | \n|
| 3 | \n\n Select the Station Type: \nProcessing Station Profile \n | \n|
| 4 | \n\n Enter the Station Profile Name. \nExample: “Expo KDS Station” \n | \n|
| 5 | \n\n Configure Customer Ticket Printer Settings: \nThe customer ticket setting will be toggled ON by default when creating a Processing Station since this station is for the Assembly KDS & operators can staple customer tickets to pickup/to-go orders. \n
| \n\n \n | \n
| 6 | \n\n Configure Station Ticket Printer Settings: \nThis setting allows you to configure how many and what order types to print for the Expo or Assembly KDS. \n
| \n|
| 7 | \n\n Configure Tablet & POS Terminal Settings: \nThis is where you can select which apps will appear on the Assembly KDS. All Otter apps, excluding Analytics will be toggle ON by default. Toggle OFF to remove the app. \n
| \n\n \n | \n
| 8 | \nClick the Done button at the top right of the page to save the Station Profile. | \n
Assigning a Location to a Station Group ensures that a restaurant location is assigned the correct configuration based on its operational setup. Multi-location operators can use a preconfigured setup and bulk location assignment, reducing onboarding time and manual setup effort.
When to Use: When additional stations or configurations are required beyond our default station templates.
Steps to Assign a Location to a Station Group:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nClick on the Apps dropdown and select the Store Management app. \n | \n|
| 2 | \nFrom the Overview page, click on a location to open up details. | \n|
| 3 | \n\n Under Station Group, click the 3 dot button, then Change Station Group. \nA new window will open. \n | \n|
| 4 | \n\n Use the toggle selection to choose the appropriate group. \nClick Update to confirm the selection. \n | \n|
| 5 | \nThe system automatically applies all linked station profiles and device defaults to that location. | \n
After creating a cooking station profile and ensuring its station group is assigned the proper locations, go to Menu Manager and setup the station routing to menu items & modifiers. Follow the walkthrough below to route menu items to stations in Menu Manager.
Use the Stations Management article for more information on how to setup menu station routing.
Steps to Route Menu Items to Stations
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n From the Otter Dashboard, select Apps > Menus. \nSelect the menu you’d like to make station assignment edits to. \n | \n|
| 2 | \n\n Click on an item to edit. \nScroll to Assigned Locations section. \nClick Edit Details. \n | \n|
| 3 | \n\n Select desired station from Kitchen Station drop-down. \nNote: Be sure to make selections to change for all or specific locations. \nClick [Done]. \n | \n|
| 4 | \nClick [Save] > [Confirm] to save item station edits. | \n|
| 5 | \n\n Click [Publish] to publish menu updates. \nSelect all locations and delivery channels you'd like to apply changes, then click [Publish menu]. \n | \n
Station Groups let users define and manage a consistent configuration for one or more locations that share a similar operational setup. When a new organization or store is created, Station Groups will be created by default and all locations will be assigned to the default station group until settings are manually changed in the Store Management app.
When to Use: When additional stations or configurations are required beyond the default station templates.
Steps to Create a Station Group
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nClick on the Apps dropdown and select the Store Management app. \n | \n|
| 2 | \nFrom the Overview page, click into the Stations tab. | \n|
| 3 | \n\n Click “Add Group.” \nA new configuration page will open. \n | \n|
| 4 | \n\n Enter a Group Name: \nExample: “Drive-Thru Setup A” \n | \n|
| 5 | \n\n Add station profiles to the group: \nUse the toggles to select from existing station profiles: \nExample: “Hot Food” “Drink Station” \n | \n|
| 6 | \n\n Scroll to the bottom of the page. \nSelect a default cooking station. \nDefault Cooking Stations: | \n|
| 7 | \nSave the group by clicking Done. | \n|
| 8 | \n\n Once saved, the new group appears as a group in the Stations section. \nOnce a location has been assigned to that station group, it will also appear in the Stations Overview. \n | \n\n \n | \n
Steps to Edit a Station Group:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nClick on the Apps dropdown and select the Store Management app. \n | \n|
| 2 | \nFrom the Overview page, click into the Stations tab. | \n|
| 3 | \nClick on the Groups tab. | \n|
| 4 | \n\n Click on a Group Name to open a dropdown with additional details. \nClick on the 3 dot button next to the Group Name. \nClick the Edit Station Group button. \n | \n|
| 5 | \n\n A new page will open. \nFrom this page, you can update the: \n
| \n|
| 6 | \nClick the Update button at the top to save the changes. | \n|
| 7 | \nClick the Delete button to remove the Station Group from the Overview page. | \n
With the Store Management bulk tools, you can quickly update the station group for multiple locations. Using the bulk station group assignment tool is ideal for multi-location or brand-wide rollout configuration corrections.
When to Use: Use to configure multi-location or Enterprise settings to reduce manual admin steps.
Steps to Bulk Assign Locations to Station Groups
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nClick on the Apps dropdown and select the Store Management app. \n | \n|
| 2 | \nIn the Overview tab, click on the Bulk Edit button. | \n|
| 3 | \n\n Location Assignment: \nUse the toggle to select the Locations you want to update. \nClick Next. \n | \n|
| 4 | \n\n Station Group Selection: \nSelect a Station Group to assign the selected Locations to. \nClick Next. \n | \n|
| 5 | \n\n Device & Menu Item Routing: \nUse the drop down selection to configure how Devices and Menu Items previously tied to Station Profiles from the old group should map to the new one. \nThe system will display mapping prompts for each affected Station Profile. \n | \n|
| 6 | \n\n Review and click Update to confirm the changes. \nThe changes will automatically be applied to all selected locations & devices. \n | \n
The Device Defaults & Overrides feature allows admins to define organization-wide configurations:
When to Use: Use to set up exceptions to default device settings for specific locations before pairing your devices so that you can configure settings before you even take it out of the box.
Steps to Setup Device Defaults & Override Settings
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Go to the Otter Dashboard. \nClick on the Apps dropdown and select the Store Management app. \n | \n|
| 2 | \nClick into the Device Defaults tab. | \n|
| 3 | \nUse the tabs at the top to toggle between Tablet & Terminal settings or Printer settings. | \n\n | \n
| 4 | \n\n To add an exception for a specific location or device, click Add Override. \nHow to Enable Overrides: \nOtter Admin users can determine whether or not they want certain locations to be able to override the default behavior by turning on/off the toggle. \nIf you only have access to just a subset of locations, you will only be able to add an override if this 'enable overrides' is toggled on. \n | \n|
| 5 | \n\n Select the Device or Station. \nConfigure Override settings. \n
Review changes and click Save to apply override settings. \n | \n
When pairing a device, you will need to pick the related station profile. The device will inherit that station profile’s configurations:
Which applets to show
Which order types to route/display
Which ticket types to print
This flow is ideal if you are currently onboarding with Otter and want to configure settings before your hardware arrives at the restaurant.
Otter Hardware Setup Guides
\n Device \n | \n\n Station to Pair Device to \n | \n\n HW Setup SOP Link \n | \n
|---|---|---|
Printer: Front of House | \nProcessing Station Profile | \n\n |
Printer: Back of House | \nCooking Station Profile | \n\n |
POS Terminal | \nOrdering Station Profile | \n\n |
Order Manager Tablet | \nProcessing Station Profile | \n\n |
Handheld POS | \nOrdering Station | \n\n |
KDS: Line Cook | \nCooking Station Profile | \n\n |
KDS: Assembly or “Expo” | \nProcessing Station Profile | \n\n |
","user_segment_ids":[]},{"id":46992929408915,"url":"https://otter.zendesk.com/api/v2/help_center/en-us/articles/46992929408915.json","html_url":"https://helpdesk.tryotter.com/hc/en-us/articles/46992929408915-Otter-Go-App","author_id":19054210436627,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"upvote_count":0,"downvote_count":0,"section_id":39052505527571,"created_at":"2025-12-01T18:32:51Z","updated_at":"2026-09-16T21:36:21Z","name":"Otter Go App","title":"Otter Go App","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-09-16T21:36:21Z","user_segment_id":null,"permission_group_id":2694754,"content_tag_ids":["01HDQ60GY1WNQ9ZCVTBSY7ZBJY","01HQVNNKSW8M1DMWERTYS6J44D","01KC585WXJ9BXE97BV50PV4H0N"],"label_names":["App"],"body":"
The Otter Go App is a mobile app for restaurant operators that provides real-time visibility and control over business operations across all locations.
The app will be available on both iOS App Store and Google Play, allowing all Otter operators to easily download and use the app.
Sales Summary
View real-time sales summaries that match your Otter Dashboard reports.
\n
Storefronts
Pause/unpause storefronts across multiple locations.
Menus
• Manage item availability across multiple locations.
Edit Item Name
• Edit Item internal Name
\n• Edit Item Description
\n• Edit Item Image
Support
Chat with Otter Support directly within the app.
Live Alerts
Receive live operational alerts, including: Prep time adjustments, Auto-accept being turned off, Storefront pauses, and Changes to item availability status.
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The first step to start using the Otter Go app is to download the Otter Go app in the iOS App Store or the Google Play Store. After downloading the Otter Go app, you can use your existing Otter Dashboard logins to sign into the app. Follow the steps listed below to sign into the app for the first time.
Steps to Sign In to the Otter Go App:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\nClick the Otter Go app to open the Sign In page. Click the Continue button at the bottom of the page.\n | \n|
| 2 | \n\n Enter your Otter Dashboard login credentials. Click the Sign In button. \n | \n|
| 3 | \nIf you are experiencing issues logging in using your email and password, click the Forgot Password button. | \n|
| 4 | \n\n To reset your password, enter the Email Address that was used to sign up with Otter. Click the Send Reset Link button. \n | \n|
| 5 | \n\n A Check Your Email message will appear. \n
Re-attempt signing in with the new credentials by clicking the Sign In button in the Otter Go app. \n | \n|
| 6 | \n\n If you need to sign out of the Otter Merchant app, click the Account tab from the bottom tab options. \n
| \n
Once you have signed into the Otter Go app, you will have the ability to view Sales Summary reports that perfectly match the data in the Otter Dashboard. The real-time Sales Summary data in the Otter Go app reflects data across all locations, select locations, and/or single locations.
Steps to Access the Sales Summary in the Otter Go App
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n The Home page of the Otter Go app will open automatically to the Sales Summary as the default view. \nIf your organization has multiple locations, click into a specific location to view location specific Sales reports. \n | \n|
| 2 | \n\n If you want to view multiple select locations in the Sales Summary report, click on the Locations filter button. \nSelect locations to filter by, and click Save to view the report. \n | \n\n | \n
| 3 | \nAfter clicking into a specific location from the Home page, a Sales Summary report is generated based on live order data excluding data from unselected locations. | \n|
| 4 | \n\n To filter for specific order channels, click the Channel filter button. \nSelect filters for Channels & Fulfillment Modes to report specified data. \nAfter selecting filters, click the Apply Filters button to run the report. \n | \n\n | \n
| 5 | \nIf you are an Otter POS user, you can view your POS Sales report by clicking the POS Sales button. | \n|
| 6 | \nFrom the Otter POS End of Day report, you can see your total orders, gross sales, discounts, loyalty, POS payments, and expected deposit reporting. | \n
The Product Mix Report can be located within the Sales Summary page of the Otter Go app. This report gives you a quick and easy way to understand what menu items are selling at your restaurant. Go to the Otter POS Product Mix Report article for more information.
| Feature | \nDescription | \n
|---|---|
| View Category Performance | \nSee which menu categories are driving sales. | \n
| View Menu Item Performance | \nDrill down to individual item sales, quantity sold, and trends. | \n
| Set Custom Date Ranges | \nAnalyze performance over specific time periods. | \n
| Configure Sorting | \nSort by total sales, quantity sold, ascending or descending. | \n
| Scenario | \nDescription | \n
|---|---|
| During Operational Hours | \nQuick checks on what menu items are selling while on the floor. | \n
| During Menu Planning | \nDeciding which menu items to feature, promote, or remove. | \n
| After Menu Changes | \nTracking how menu changes are performing over time. | \n
| While Managing Multi-Locs | \nComparing menu performance across different stores. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Open Sales Summary: \nOpen the Home page of the Otter Go app & go to the Sales Summary. \nScroll down to find the Product Mix breakdown. \n | \n|
| 2 | \n\n View Product Mix Data: \nThe default view shows top items/categories with sales and quantity. \n | \n|
| 3 | \n\n Customize Data View: \n
Click Save to view changes. \n | \n|
| 4 | \nView customized Product Mix report. | \n
The Storefronts feature in the Otter Go app gives users the ability to Pause/Unpause Storefronts across multiple locations. Follow the steps listed below to access Storefronts & Pause/Unpause channels on all your locations.
Steps to Access Storefronts in the Otter Go App
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Click on the Storefronts tab to view all locations’ Storefronts in a multi-location organization. \nUse the | \n|
| 2 | \n\n If you have one location or have filtered for a specific location, you can pause/unpause the channels for that location. \nUse the | \n|
| 3 | \n\n If a storefront has been paused, you will see the following information: \n
| \n|
| 4 | \nIf you do not currently have any paused Storefronts, you will see a No Paused Storefronts message. | \n|
| 5 | \n\nIf you see an error message with an Action Needed status, you will need to resolve the issue flagged in this error to proceed with the pause/unpause action.\n | \n
The Menus feature in the Otter Go app gives you the ability to manage menu item availability and edit item details across multiple locations. Follow the steps listed below to access the Menus feature.
Steps to update item availability:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Click on the Menus tab to view all locations’ menus included in a multi-location organization. \nClick on a Menu to open the Menu Details page. \n | \n|
| 2 | \n\n If you have one location or have filtered for a specific location, you will only see the Menus available to that location. \nClick on the Menu to open the Menu Details page. \n | \n|
| 3 | \n\n Use the Menu Details page to: \n
| \n|
| 4 | \n\n Use the Search bar to easily search for menu items and all menu items that contain the search word will appear. \nAfter making any changes, click the Change Availability button to complete the action. \n | \n|
| 5 | \n\n A popup window will appear asking you to mark the item(s): \n
Click the Update button to save the changes. \n | \n|
| 6 | \n\n If you see a Fail to Load Menu error, there is most likely an issue that is flagged in Menu Manager preventing the Menu from appearing. \nIf the Fail to Load Menu error appears, log into your Otter Dashboard, go to Menu Manager, and resolve any publish errors. \nOnce the Menu issues are resolved, go back into the Otter Merchant app and click the Refresh button. \n | \n
Steps to edit item details:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Click on the Menus tab to view all locations’ menus included in a multi-location organization. \nClick on a Menu to open the Menu Details page. \n | \n|
| 2 | \n\n If you have one location or have filtered for a specific location, you will only see the Menus available to that location. \nClick on the Menu to open the Menu Details page. \n | \n|
| 3 | \n\n Use the Search bar to easily search for menu items \nTap into a specific item or select multiple items and hit [Details] for a bulk update. \n | \n\n \n | \n
| 4 | \n\n Once an item is selected, the Item Details page will open. \nMake updates to Photos, Item Name, Internal Name, and Description \nHit Save and Publish to save your changes \n | \n\n \n | \n
The Support feature in the Otter Merchant app gives you the ability to chat with Otter Support directly within the app. Follow the steps listed below to learn the different ways to access the Support chat feature within the Otter Merchant app.
Steps to Access Support in the Otter Go App
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Click the Profile Click on the Support button from the Account Settings page. \n | \n|
| 2 | \n\n Click the chat box at the bottom of the page to resolve questions/issues with the Otter AI chatbot, Otter Assistant. \nIf you are unable to resolve the issue with the Otter Assistant, click the Contact Otter Support button in this page to connect with an Otter Support Agent. \n | \n
The Live Alerts feature in the Otter Go app gives you the ability to receive live operational alerts, including:
To set up Live Alerts in the Otter Dashboard, go to Live Alerts for more information.
Steps to View Live Alerts in the Otter Go App
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nTo access the Alerts for an entire Organization, click the Alerts | \n|
| 2 | \nTo filter for a specific Brand or Location, click the Filter button at the top of the Alerts page. | \n|
| 3 | \nIn the filters page, click the Pencil | \n|
| 4 | \nToggle ON/OFF locations and click Done to apply the filters. | \n|
| 5 | \n\n If a storefront has been paused, you will receive a Storefront Paused Live Alert. \nClick the Manage button within the alert message to view: \n
| \n\n | \n
| 6 | \n\n If a menu item availability changes, you will receive an Item Marked Unavailable Live Alert. \nClick the Manage button within the alert message to open up more details. \nThe detail page will show you: \n
| \n\n | \n
| 7 | \nIf a brand has turned off the auto-accept orders setting in the Otter Dashboard or Otter device, you will receive an Auto-Accept Turned Off Live Alert. | \n|
| 8 | \nIf a brand has adjusted their Prep Time setting in the Otter Dashboard or Otter device, you will receive an Prep Time Changed Live Alert. | \n
The AI Insights feature is in the Sales Performance tab of the Otter Go App and gives operators key performance analysis for one or more locations. These insights analyze 8 weeks of data, emphasizing 2 most recent weeks.
Info Included in AI Insights
When to Use AI Insights
Steps to View AI Insights
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\nAccess AI Insights\nOpen Otter Go app. \nNavigate to a single location view of the Sales Summary. \nClick the [Beta] badge for Weekly AI Insights. \n | \n|
| 2 | \n\nGenerate Insights\nTap to Generate AI Analysis for the selected store. \nAI will analyze the last 8 weeks of data with focus on the most recent 2 weeks. \nA loading icon will show while insights are being generated. \n | \n\n | \n
| 3 | \n\nReview Insights\nInsights are displayed. \nUse the location and date filters at the top of the screen to re-generate metrics based on the desired location and time frame. \nThe app will generate AI Insights. \n | \n
Device setup is now simpler with Otter Go. Eligible users can pair POS terminals and tablets directly from a mobile device by scanning a QR code, without switching to Business Manager or Otter Dashboard on a desktop.
Device Pairing brings hardware setup closer to the device itself. During onboarding, operators can complete pairing from Otter Go while working directly with the POS terminal or tablet.
This reduces desktop dependency and makes first-time device setup easier to complete.
Device Pairing is available to eligible Admins and Location Managers with device pairing permissions.
From Otter Go, scan the QR code displayed on the POS terminal or tablet in pairing mode. If the account has multiple locations, select the appropriate location, name the device, and complete the pairing.
The app provides clear confirmation when pairing is successful or indicates when additional action is needed.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n On your POS terminal: \nPower on the POS terminal or tablet. \n | \n|
| 2 | \nOn the sign-in screen, tap Pair Device. The screen will display a QR code and a 6-digit pairing code. | \n|
| 3 | \n\n On your mobile device (Otter Go app): \nSign in to the Otter Go app using your Admin account. \n | \n|
| 4 | \nTap Set up a new device. | \n|
| 5 | \nScan the QR code displayed on your POS terminal. | \n|
| 6 | \nIf your account has multiple locations, select the correct one. | \n|
| 7 | \nEnter a device name to easily identify it later (for example: Front Counter POS).\n | \n|
| 8 | \nOnce Otter Go displays “Pairing has been started,” turn your attention back to the POS terminal. | \n|
| 9 | \nFollow the remaining on-screen prompts on the terminal to finish pairing and select your station. | \n
Check below to see where the Otter Go App is currently available to download.
Android:
| Country | \nAndroid | \nIOS | \n
|---|---|---|
| US | \n||
| Canada | \n||
| Korea | \n||
| Belgium | \n||
| Brazil | \n\n \n | \n|
| Colombia | \n||
| Costa Rica | \n||
| France | \n||
| Germany | \n||
| India | \n||
| Ireland | \n||
| Italy | \n||
| Kuwait | \n||
| Mexico | \n||
| Netherlands | \n||
| Poland | \n||
| Portugal | \n||
| Saudi Arabia | \n||
| Spain | \n||
| United Arab Emirates | \n||
| UK | \n
For regions not listed, the Otter Go App is currently not available to download. We hope to bring the Otter Go App to more regions soon— so keep an eye out for any updates.
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","user_segment_ids":[]},{"id":45522337604499,"url":"https://otter.zendesk.com/api/v2/help_center/en-us/articles/45522337604499.json","html_url":"https://helpdesk.tryotter.com/hc/en-us/articles/45522337604499-Uber-Otter-Benefits-Guide","author_id":33444998341139,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"upvote_count":0,"downvote_count":0,"section_id":360009574654,"created_at":"2025-10-10T22:47:12Z","updated_at":"2025-10-25T01:32:47Z","name":"Uber Otter Benefits Guide","title":"Uber Otter Benefits Guide","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2025-10-24T22:37:54Z","user_segment_id":null,"permission_group_id":2694754,"content_tag_ids":["01H1YEDNQ2N536W8KGT2HK34S2","01HENDHCPFWNA0G704MVY72HC9"],"label_names":["Uber Eats"],"body":"
Uber Otter Benefits offers merchants the chance to use select Otter products for 1 year— empowering merchants to operate efficiently, save money, and grow their business.
With Uber Otter Benefits, qualified merchants will be able to utilize the follow Otter products:
Follow the steps below to guide you through the onboarding process and learn how it all works.
To sign up for Uber Otter Benefits, follow the steps below to get started.
Step 1
After clicking the offer to sign up, fill out your:
Check the box to agree to terms of the offer and click [Get Started] to continue.
Step 2
Click [Start setup] to connect Uber Eats and other delivery platforms for order aggregation.
Step 3
Click [+ Connect] for Uber Eats and enter your Uber Eats credentials in the pop-up window.
Follow the prompts to select brand, location, and connect your Uber Eats account to Otter.
Step 4
Click [+ Connect] for DoorDash and/or Grubhub to connect the corresponding platform to Otter.
Enter your DoorDash credentials in the pop-up window. Follow the prompts to select brand, location, and connect to Otter.
Step 5
After successfully connecting Uber Eats and DoorDash, pick whether you’ll be managing online orders through your POS or an Otter tablet.
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After selecting to manage online orders through Your POS, you’ll need to connect your POS. Follow the steps below to connect your corresponding POS system.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick [Connect your POS]. | \n|
| 2 | \nSelect Toast for your POS system. | \n|
| 3 | \n\n Click [Open Toast Web]. \n\n \n \nToast requires a few actions within their web portal in order to connect to Otter. There is a step reference guide within the Otter window to help guide you on those actions needed. \n | \n|
| 4 | \n\n Login to Toast Web and go to the Integrations tab. \nSelect Browse & purchase integrations. \n | \n\n Toast Integrations tab \nBrowse & Purchase Integrations \n | \n
| 5 | \n\n Search for Otter and click [Add Now]. \n\n \n \nIf the Otter app requires a subscription, you must first set up Restaurant Suite. \n Select locations and click [Confirm]. \n | \n\n Add Otter Integration \nConfirm Toast Location \n | \n
| 6 | \nClick the gear icon next to Otter in My Integrations. | \n|
| 7 | \n\n Copy and paste the provided Group ID (located in the Otter window step 6) for each location in Toast. \nClick [Apply]. \n | \n|
| 8 | \nThe Otter window will automatically load to connect to Toast once Group ID is added within Toast Web. | \n\n Waiting for Toast Confirmation \nConnecting to Toast \n | \n
| 9 | \n\n From the drop down menu, select the dining option display for kitchen tickets. \nClick Add new order type to create a custom option. \n | \n|
| 10 | \nFrom the drop down menu, select the payment option display (how orders will appear on your Toast reports). | \n|
| 11 | \n\n Confirmation will show that initial setup is complete. \nYou will be redirected to the Otter Dashboard to finish setting up. \n | \n\n Initial Setup Complete \nOtter Dashboard Page \n | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick [Connect your POS]. | \n|
| 2 | \nSelect Clover for your POS system. | \n|
| 3 | \n\n Click [Connect] and select a location. \nClick [Authorize] to confirm selection. \n | \n\n Connect Clover \nAuthorize Location Selection \n | \n
| 4 | \n\n Use your Clover credentials to log into Clover from the pop-up window. \nEnter validation code (if applicable). \n | \n\n Log into Clover \nValidate Code Entry \n | \n
| 5 | \nSelect the merchant you would like to use by clicking the link in the Merchant column. | \n|
| 6 | \n\n Connected status will show to confirm Clover connection. \nClick [Continue]. \n | \n|
| 7 | \n\n From the drop down menu, select the order type display for kitchen tickets. \nClick Add new order type to create a custom option. \n | \n|
| 8 | \nFrom the drop down menu, select the tender type display (how orders will appear on your Clover reports). | \n|
| 9 | \n\n Confirmation will show that initial setup is complete. \nYou will be redirected to the Otter Dashboard to finish setting up. \n | \n\n Initial Setup Complete \nOtter Dashboard Page \n | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick [Connect your POS]. | \n|
| 2 | \nSelect Square for your POS system. | \n|
| 3 | \n\n Click [Authorize] from the Square pop-up window. \nSign into your Square account using Square credentials. \n | \n\n Authorize Square \nSquare Sign in \n | \n
| 4 | \nSelect locations and click [Connect # locations] to confirm. | \n|
| 5 | \n\n Confirmation of connected locations will show. \nClick [Done]. \n | \n|
| 6 | \nYou will be redirected to the Otter Dashboard to finish setting up. | \n\n Initial Setup Complete \nOtter Dashboard Page \n | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick [Connect your POS]. | \n|
| 2 | \nClick [Select] for corresponding POS system. | \n|
| 3 | \nClick [Confirm] to continue with POS selection. | \n|
| 4 | \n\n Click [Get started with Otter] to be redirected to the Otter Dashboard to complete onboarding tasks within Otter. \n\n \n \nIf selecting a POS system other than Toast, Clover, and Square— an Otter teammate will reach out to help complete connecting your POS to Otter. \n | \n\n Get started button to redirect \nOtter Dashboard page \n | \n
After selecting to manage online orders through Otter tablet, you’ll need to order the hardware. Follow the steps below to get an Otter tablet.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick [Get a free tablet]. | \n|
| 2 | \n\n Check the box to confirm shipping information listed. \n\n \n \nToggle the option at the top and enter shipping information to have all hardware shipped to one location— if you have multiple locations and wish for it to be shipped together to the same location. \n Click [Ship my hardware] to continue. \n | \n\n Ship to multiple locations \nShip to one location \n | \n
| 3 | \nConfirmation will show with expected hardware arrival time frame. | \n|
| 4 | \n\n Click [Get started with Otter] to be redirected to the Otter Dashboard to complete onboarding tasks within Otter. \n\n \n \nIt’s recommended to wait for your hardware to arrive before completing your onboarding tasks within the Otter Dashboard. \n | \n\n Get started button to redirect \nOtter Dashboard page \n | \n
Once you have connected your POS system or ordered your Otter tablet, you’ll be redirected to the Otter Dashboard to complete your Otter Dashboard onboarding.
There will be a Setup Guide checklist displayed to easily walk you through the process. From that Otter Dashboard checklist you’ll be guided to:
Learn more about each checklist task below.
Otter’s Order Manager order aggregator allows you to view and manage all of your orders (including connected online ordering services, POS, and kiosk orders).
Learn more about Order Manager here.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick Activate your delivery channels from the Setup Guide or from the banner on the Otter Dashboard homepage. | \n\n From Setup Guide checklist \nFrom homepage banner \n | \n
| 2 | \nClick [Activate] for the delivery channel listed. | \n|
| 3 | \n\n Select location(s) to activate. \nClick [Activate] to continue. \n | \n|
| 4 | \n\n Click [Confirm] to acknowledge Otter will become primary order manager. \n\n \n \nConfirming activation will potentially disrupt existing order manager connections. \n \n \n \nDo not activate delivery channels for order aggregation until you have received and set up your Otter tablet for order management. \n | \n|
| 5 | \nAfter all delivery channels are activated, click [Done]. | \n|
| 6 | \n\n After activating each delivery channel, the order aggregator tasks will be checked off on the Setup Guide checklist. \nLearn about handling orders through Otter here. \n | \n
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Otter’s Menu Manager gives you the ability to manage your restaurant’s menu for every digital platform from one place.
\nThis allows you to create, edit, update, and publish a menu across different channels from the Otter Dashboard— without having to log in and edit from each individual service your menu is offered on.
\nLearn more about Menu Manager here.
\n| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick [Create menu] from the Setup Guide or top of the Otter Dashboard page. | \n|
| 2 | \nThe menu tied to the connected POS system (if applicable) or delivery platform(s) will be automatically imported. | \n|
| 3 | \n\n An import confirmation will show and prompt you to add menu hours. \nClick [Add hours] to continue. \n | \n|
| 4 | \nClick [Add hours]. | \n|
| 5 | \n\n Set Open and Close times or toggle Closed for corresponding days of operation. \n\n \n \nIf your business operates the same hours every day of the week, you can quickly set the time for each day at once by setting the hours for one day, then clicking the 3 dots to select Copy to all days. \n Learn more about setting menu hours here. \n | \n\n Selecting Menu Hours \nBulk Copying Hours \n | \n
| 6 | \nClick [Save] to confirm menu hours set. | \n|
| 7 | \n\n Confirmation of menu hours saved will show. \nClick [Publish menu] to continue. \n | \n|
| 8 | \n\n Select all locations & channels to publish the menu to. \nClick [Publish] for the menu to be published for selected locations & channels. \nLearn more about publishing a menu in the Otter Dashboard here. \n | \n|
| 9 | \nAfter publishing your menu, the menu tasks will be checked off on the Setup Guide checklist. | \n
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Otter’s Online Ordering allows you to publish your own online ordering website for eaters to place pick-up, delivery, and/or scheduled orders directly from your restaurant— commission free.
\nLearn more about Otter’s Online Ordering here.
\n| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick [Publish & promote your website] from the Setup Guide or [Preview website] top of the Otter Dashboard page. | \n|
| 2 | \n\n Click [Build ordering website]. \n\n \n \nThe preview shown on the right-hand side is a real preview of your ordering website. You can scroll within the phone preview to view more of your menu. \n | \n|
| 3 | \nOnline Order site build confirmation will show. | \n|
| 4 | \nA full site preview will show— you can switch between Desktop or Mobile view or click [Preview] for full window preview. | \n|
| 5 | \n\nToggle to adjust fulfillment method options listed on the right-hand menu. | \n|
| 6 | \n\n Uber Direct will be enabled as the courier for all online delivery orders for your online site. \nCheck that the phone number listed matches your desired phone number. \n | \n|
| 7 | \nUnder Edit branding to add or change brand logo or banner image. | \n|
| 8 | \nClick [Publish] to continue. | \n|
| 9 | \n\n A suggested checklist will show where to promote your live ordering site. \nUse the provided URL to link your order site on recommended listed sites. \nClick [Continue] when ready to move on. \n | \n|
| 10 | \n\n Confirmation will show that online orders are now set up. \nClick [Done]. \nLearn more about Online Ordering here. \n | \n|
| 11 | \n\n In the Setup Guide, under ordering website, click Connect your Stripe account. \nFollow the prompts to connect your Stripe account in Payout Settings. \nLearn more about connecting Stripe here. \n | \n|
| 12 | \n\n To set payment methods, tips, scheduling, service fees, minimum order amount, and delivery range for online orders— go to the Direct Orders app from the Otter Dashboard. \nLearn about online order settings here. \n\n \n \nThe only online order setting that will be auto-set is delivery range (10 miles). All other online order settings will need to be manually set to fit your business needs/operations. \n | \n
Otter has partnered with Foodbuy, the nation’s largest foodservice Group Purchasing Organization (GPO), to help restaurant owners using Otter earn cash-back and savings on eligible purchases placed through food distributors—with no operational changes required.
\nLearn more about Otter Rebates here.
\n| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick [Start] for Earn cash back on inventory from the Setup guide or [Unlock cash back] from the Otter Dashboard homepage. | \n|
| 2 | \nClick [Start earning cash back]. | \n|
| 3 | \n\n Confirm if you’re currently enrolled in another GPO program. \nClick [Continue]. \n\n \n \nIf you are currently in another GPO program, you will not be eligible to earn rebates through Otter. \n | \n|
| 4 | \nClick [Connect] next to the corresponding food distributor you use/would like to use. | \n|
| 5 | \nUse food distributor credentials to sign in and connect for Rebates. | \n|
| 6 | \n\n Once successfully connected, Connected confirmation will show next to the listed distributor. \nClick [Confirm]. \n | \n|
| 7 | \n\n Terms and Conditions will display to read and choose agreement for program enrollment. \n\n \n \nBe sure to sign and click next to complete signup.\n \n | \n|
| 8 | \n\n Confirmation will show for Otter Rebates program. \nClick [Got it]. \n | \n|
| 9 | \n\n On Rebates homepage, click [+Add banking account] in order to receive cash-back payouts. \nLearn more about adding banking information for Otter Rebates here. \n | \n\n Add bank account prompt \nAdding bank information window \n | \n
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Delivery App Marketing allows restaurants to create, deploy, promote, and track campaigns for their business on delivery app platforms.
\nLearn more about Delivery App Marketing within Otter here.
\n| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nClick [Start] for Create a marketing campaign from the Setup guide or [Build ad campaign] from the Otter Dashboard homepage. | \n|
| 2 | \nClick [Create campaign]. | \n|
| 3 | \nClick [Create Smart Campaign] or select a listed “popular option” campaign listed for a specific offer. | \n|
| 4 | \n\n Enter the Weekly budget for the campaign. \nClick [Connect channels]. \n | \n|
| 5 | \n\n Select [Enable permissions] for each applicable delivery platform. \nFollow the prompt to enter credentials to connect for marketing. \n | \n|
| 6 | \n\n Confirmation will show successful connection. \nClick [Launch campaign]. \n | \n|
| 7 | \n\n Successful campaign launch notification will display. \nClick [View my campaign] to see the marketing campaign in the Marketing app in the Otter Dashboard. \nLearn more about Delivery App Marketing and managing campaigns here. \n | \n
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Once you have completed all tasks on the Setup Guide, a confirmation of Setup Complete will show at the top of the Otter Dashboard and within the Setup Guide.
| \n Setup Guide 100% complete \n | \n\n Setup Complete notification \n | \n
You’re all set! Learn more about the Otter Dashboard and navigating Otter here.
Below are video guides to share benefits of and show you how to utilize the Otter products included in the Uber Otter Benefits offer.
Check out each product video to learn more about using each feature.
Otter Order Manager Video:
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Otter Online Ordering Video:
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Otter Rebates Video:
\n
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Otter Marketing Video:
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If you’ve entered your information to create an account, but the button to continue is grayed out or keeps loading— just refresh the page. This should clear everything for you to retype your information and continue.
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If you have pop-ups blocked for your browser, this will stop necessary pop-up windows from appearing during the onboarding process for Uber Otter Benefits.
Typically, when there is a pop-up blocked, from your browser you’re able to accept a specific pop-up or pop-up from a specific site. Accepting those pop-ups during the onboarding process should allow you to successfully continue the process.
\n
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If after you’ve entered your credentials in the pop-up sign in window and the window isn’t closing or showing an error— just close out of the pop-up window and click [Authorize] again.
\n\n
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If you’re stuck or need help at any point during the onboarding process, reach out to the Otter team by clicking Get support during initial signup, or the chat bubble within the Otter Dashboard.
\nYou can also reach out to the Otter team here for help.
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If you receive the “You don’t qualify” message during your Uber Otter Benefits onboarding, , if you have other Uber Eats credentials you can try again using those by clicking Try a different Uber Eats account.
If you still receive the qualifying message, an Otter teammate will be in touch to assist you with more information in regards to your account.
The default delivery area range will be set to 10 miles. You can adjust this setting within the delivery settings in the Direct Orders app on the Otter Dashboard. Learn how to do that here.
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After your 1-year free access ends, your Otter subscription will automatically renew at the following rates (U.S. market only):
Month to Month Renewal: $149/month + $20 POS Integration (if applicable)
Annual Renewal: $1,499/year/annually (saves ~16% compared to monthly)
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Tips added to orders from online ordering sites are allocated to the courier if for delivery— other fulfillment options, tips will go to the restaurant.
\nThis is indicated to the eater while placing an order at checkout when selecting delivery.
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User Management, located within the Otter Dashboard Settings, allows you to do the following for your organization’s Otter account:
You can assign default or create custom roles (permissions) for each user to limit or expand their account access, as well as assign specific location and brand access.
A User is a specific individual who uses an Otter product. A user may be an Admin, who can access the Otter Dashboard; a Cashier, who has limited access to Otter POS; or a Supervisor, who can access all apps on the Otter POS and has limited access to the Otter Dashboard.
A user's Role determines the permissions they have and the operations they can perform, either in the Otter Dashboard or on an Otter device. See below to learn more about each user role and the related permissions.
Admin Role
The Admin role grants access to the Otter Dashboard for the organization and all products included in your package. Admins can manage users within their organization, but do not receive email invoices.
\nAccountant
The Accountant role allows users to manage payment methods, view invoices, make payments, receive email invoices, and view subscriptions within the Otter Dashboard. This role is typically given in partnership with the Admin role, but may not be applicable for all Admins within an organization.
\nAnalyst
The Analyst role allows users to view performance data via the Analytics app. It has read-only permissions in Otter Dashboard.
\nManager Role
The Manager is a modified version of Admin that allows users to access the Otter Dashboard but only view and edit data for specific brands and locations within the organization.
\nShift Supervisor Role
Shift Supervisors are similar to cashiers, but are also given access to approve certain tasks, such as opening a cash drawer or applying discounts. This role also provides access to the Otter Dashboard.
\nCashier Role
This role provides access to Otter POS and the Orders app. Cashiers can process orders and accept payments, but may not be able to apply discounts or open a cash drawer without a shift supervisor user.
\nCook Role
Provides location-specific access to the Order Manager where individuals can manage live orders, connect printers, 86 items, view end-of-day reporting, and order history. Access is driven on a location basis and can display orders from multiple stores and brands that are located at the same physical address.
Cook (Restricted)
Provides location-specific access to the Order Manager with limited access. Users with this role only have the ability to connect printers, view end of day reporting, and view orders. Access is driven on a location basis and can display orders from multiple stores and brands that are located at the same physical address.
Courier Role
Provides access to the Courier App (CAS), allowing users to deliver orders on behalf of your organization. Ensure that a phone number is added to this user role so the courier can receive SMS messages.
\nDispatcher Role
\n Any existing user can be assigned the Dispatcher role, granting them\n the\n necessary permissions to manage couriers and send them to fulfill orders.\n
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Within the Roles tab, Admins can create custom roles. By choosing an existing role as a base, you’ll be able to add or subtract permissions of that existing role to fit your business’ needs.
Follow the steps below to learn how to create a Custom Role.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, click on the Profile icon and select [Settings]. | \n|
| 2 | \n\n Click the User Management tab on the left-side. \nSelect Roles. \n | \n|
| 3 | \nClick [+ Add a custom role].\n | \n|
| 4 | \n\n Fill in the required fields: \nRole’s Name: select a descriptive name \nSelect a base role to start: pick a system role that has the most similar permissions to your target configuration \nDescription for this role: enter a short description (this text will display on the roles page moving forward) \nClick [Next]. \n | \n|
| 5 | \n\n The next screen will show all the default permissions for the Cook base role. \nClick the edit button to add access to any apps within Otter Dashboard. \n\n \n \nIf you want to add full access to all apps within Otter Dashboard, you can click Quick Action to enable all apps in the Otter Dashboard for a custom role in a single click. \n | \n|
| 6 | \n\n In the Edit window for a given app, you will see a list of eligible features in each app. \nCheck the box next to the feature you would like to enable for this custom role. \nClick [Save]. \n | \n|
| 7 | \n\n Click [Save] once edits are complete. \nYou will then see an updated view highlighting which features are turned ON for the new custom role. \n | \n
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Once you have created a custom role, the name, description, and permissions of that role can be adjusted or changed.
Learn how to edit custom role name, description, and/or permissions below.
Edit Custom Role Name/Description
To edit the name and/or description for a custom role:
Edit Custom Role Permissions
To edit the permissions for a custom role:
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A user status represents the status of a particular user of Otter. This status indicates whether a user has verified their email address with Otter.
| User Status | \nDescription | \n
|---|---|
| Active | \nUser has accepted the email verification and created a username and password. | \n
| Pending | \nUser has not accepted their email verification. | \n
| Deactivated | \n\n This user is disabled and cannot log in, but has not been deleted from the system. \nThis can be used to ensure an employee does not log in to Otter without removing their information completely. \n | \n
Users can be added within the Otter Dashboard Settings and are assigned a role, along with associated permissions, as well as brands and locations. A user can also be assigned to multiple roles, brands, and locations.
For example, a user may be assigned the “Admin” and “Accountant” roles to expand their permissions and access to account information.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nLog in to the Otter Dashboard. | \n|
| 2 | \nClick on the Profile icon and select [Settings]. | \n|
| 3 | \nClick User Management > Users from the left-side menu. | \n|
| 4 | \nClick [Add user]. | \n|
| 5 | \nType in the user's first and last name. | \n|
| 6 | \nSelect the user role to assign from dropdown. | \n|
| 7 | \n\n If assigning a POS associated role, you will need to create a PIN code. \n\n \nA PIN code is a unique 4 digit number associated with you for logging into Otter POS and other tasks (depending on access level). Learn more about PIN codes here. | \n|
| 8 | \n\n(If shown) Add the user's email address and phone (optional). | \n|
| 9 | \n\n Click [Next]. \nClick [Invite user]. \nOnce you've invited the user, they will receive an email invitation to verify their email address and create a password to log in to their account. \n | \n\n | \n
| 10 | \n\n The new user will now appear in the user list with a Pending status. \nOnce the user validates their email address and creates a password using the emailed invitation, the status will change to Active . \n | \n
If the user did not receive their Otter user invitation to verify & create their account, you can resend the invitation. Follow the steps below to resend the email invitation.
1. Click 3 dots next to their name (showing as Pending)
2. Click Details & edit
3. Click [Resend Invitation]
Within the user details, you can manage the following information for a user:
Follow the steps below to learn how to edit the different user details:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, click on the Profile icon and select [Settings]. | \n|
| 2 | \n\n Click the User Management tab on the left-side. \nSelect Users. \n | \n|
| 3 | \n\n Click the three dots next to the user to edit. \nSelect Details & edit. \n | \n|
| 4 | \nClick [Edit] to change any information listed under Personal Information. | \n|
| 5 | \n\n Click into a field and type to update information. \n\n | \n|
| 6 | \nClick [Save] to update information. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, click on the Profile icon and select [Settings]. | \n|
| 2 | \n\n Click the User Management tab on the left-side. \nSelect Users. \n | \n|
| 3 | \n\n Click the three dots next to the user to edit. \nSelect Details & edit. \n | \n|
| 4 | \nClick [+ Add a role] to add an additional role to the selected user. | \n|
| 5 | \n\n Select role from drop-down list. \nClick [Next]. \n | \n|
| 6 | \n\n Select Location(s). \nClick [Next] > [Save]. \n | \n|
| 7 | \nClick [Save] to update information and edits. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, click on the Profile icon and select [Settings]. | \n|
| 2 | \n\n Click the User Management tab on the left-side. \nSelect Users. \n | \n|
| 3 | \n\n Click the three dots next to the user to edit. \nSelect Details & edit. \n | \n|
| 4 | \nClick [Remove this role] to delete the role from select user. | \n|
| 5 | \nClick [Remove role] to confirm. | \n|
| 6 | \nClick [Save] to update information. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, click on the Profile icon and select [Settings]. | \n|
| 2 | \n\n Click the User Management tab on the left-side. \nSelect Users. \n | \n|
| 3 | \n\n Click the three dots next to the user to edit. \nSelect Details & edit. \n | \n|
| 4 | \nClick [View and edit]. | \n|
| 5 | \nClick [Edit] next to Brand Access or Location Access to make changes. | \n|
| 6 | \n\n Select locations or brands to add to user permission. \nClick [Save]. \n | \n\n Location Selection \nBrand Selection \n | \n
| 7 | \nNewly added locations and/brands will show under Brand Access or Location Access.\n | \n|
| 8 | \nClick [Save] to update information. | \n
First, verify that the email address is spelled correctly within the user details. User emails can be edited at any time by selecting the pencil icon to the right of the Email field.
Once the email is correct, you can send the user a new invitation by selecting [Resend invitation] at the bottom of the user details.
Refer to Editing User Details and Roles for instructions on editing user details and resending a user invitation.
Otter has partnered with Foodbuy, the nation’s largest GPO, to help you earn cash-back and upfront savings on eligible purchases.
You don't need to change distributors or your daily operations. Just sign up, stick with your current supplier, and start earning!
There are no hidden fees or catches to join—you receive 100% of your earned rebates. Otter is paid directly by the GPO out of their share to help bring the program to more restaurants. It is a win-win: the more restaurants that purchase through the program, the better the negotiated discounts and savings become for everyone!
Otter integrates with over 100+ regional distributors, along with the national distributors. Distributors can be easily searched for and include:
Otter Rebates allows you to stack rebates with three different types of savings. Check out the different ways you can earn using Otter Rebates below.
Cash-back Rebates
Rebates cash-back is a 1–3% of your purchase total earned in cash-back, which is received as a cash payout each month.
Understanding Your Savings
Once you're signed up for Otter Inventory Savings, no extra steps needed from you to earn cash-back rebates. Just shop as you normally would and earn cash-back on eligible purchases.
\n\n
Displayed % possible to earn in cash-back in Otter Dashboard
\nFlash Discounts
Enjoy automatic discounted pricing applied right at checkout when buying preferred ingredients on your food distributor's website.
Unlock Exclusive Price Agreements
\nThrough your membership, you gain access to special Price Agreements that provide instant value to your restaurant's bottom line:
\nDiscount notification for item while on distributor site
\nOpportunities
Opportunities are recommendations shown to make sure that you’re getting the best prices for ingredients. These are similar items that are potentially from another supplier, but are more affordable. This can also increase your qualifying total purchase spend, thereby increasing your cash-back rebates!
Item Optimization shown in Rebates in Otter Dashboard
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Unlock enterprise-level savings normally reserved for massive national chains. Otter pools the purchasing power of thousands of independent restaurants so you can access the highest tier of rebates and discounts.
Before you can start saving, you’ll need to sign up, connect your food distributor, and add your banking information.
Follow the steps below to sign up for Otter Inventory Savings.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, click Apps > Inventory. | \n|
| 2 | \nClick [Start saving today]. | \n|
| 3 | \n\n Confirm if you’re currently enrolled in another GPO program. \nClick [Continue]. \n\n \n \nIf you are currently in another GPO program, you will not be eligible to earn rebates through Otter. \n | \n|
| 4 | \nConfirm your company’s information to register and click [Confirm Info] | \n|
| 5 | \nClick [Connect] next to the corresponding food distributor you use/would like to use. | \n|
| 6 | \nUse food distributor credentials to sign in and connect for Rebates. Click on [Submit credentials] | \n|
| 7 | \nAgree to the terms to connect your distributor. Enter your full name to agree and click on [Add signature]. | \n|
| 8 | \nClick [Finish] to complete the signup. | \n|
| 9 | \n\n Once successfully connected, you will receive a confirmation pop-up and a Connected confirmation will show next to the listed distributor. \nYou will have the option to add more by hitting [Connect] on another distributor. \nClick [Confirm]. \n\n \nEarn savings across all your qualifying suppliers by linking multiple distributor accounts. | \n\n \n | \n
| 10 | \nOn Inventory homepage, click [+Add banking account] in order to receive cash-back payouts. | \n\n Add bank account prompt \nAdding bank information window \n | \n
After connecting food distributors during Rebates sign-up, click [+Add bank account] from the Inventory homepage to link a bank account for cash-back payouts.
Cash-back Payouts cannot be sent without connected bank account
Earned cash-back will not be paid out until bank account information is added for the Otter Inventory Savings program.
Currently, Stripe is not an option for all customer to receive payouts for this program. If you do not see Stripe as an option to connect for rebates, you will need to connect a bank account.
Within the Inventory App in the Otter Dashboard, you can view:
Recommendations are provided to help you secure the best possible pricing on ingredients you’re already buying. By choosing lower-cost, rebate-eligible items, you can both save money and increase your qualifying purchase total—ultimately boosting your cash-back rebate.
You will receive personalized suggestions based on your past purchasing history, highlighting items that offer better pricing and higher rebate potential. You can also browse a list of rebate-eligible alternatives that may deliver greater savings or a higher rebate compared to their current selections, with clear indicators of the potential savings for each switch.
Learn more on how to use Otter Rebate Opportunities below:
Navigating Rebate Opportunities
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nHit [Review] on the Rebate Opportunities tile | \n|
| 2 | \nView the available list of recommended opportunities | \n|
| 3 | \n\n By selecting an item, you can view detailed information about the recommended product. \nIf you are interested in making the switch, download the product list and send it to your distributor. Your distributor will complete your purchase and increase your savings! \n\n \n \nIf you are downloading multiple product lists, you can combine them into a single CSV. | \n
\n
A spend report is a monthly summary that shows how much money you’ve spent on ingredients that qualify for rebates and the savings generated through the program. Each report is posted for every connected distributor and includes key information such as:
You can filter the report by distributor or date to quickly find the details most relevant to your business.
Qualified purchases for cash-back will show in the Otter Dashboard once purchased items are confirmed as eligible by the food distributor partners (typically 30-90 days after purchase date). This time frame leaves allowance in case of returns, cancellations, exchanges, or changes to the order.
Confirmed earned cash-back is automatically applied monthly to the bank account connected for the Otter Rebates program. The first monthly rebate payment should be expected 90 days after the date of your first purchase after enrollment.
You will receive your first rebate 90 days after signing up, and once a month after that.
From the Inventory homepage in the Otter Dashboard, under Distributors click [Manage]. Click the X next to a connected distributor that you wish you disconnect.
\nWhile shopping, items that qualify for discounts will have an indicator shown (shown below).
\nFor earning cash-back, there may be exclusions set by the food distributors. Keep in mind that any items returned, cancelled, or refunded will not be eligible to earn rebates.
\n
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The Otter x Wix integration pushes orders placed by eaters on your custom direct orders website (created through Wix) to flow into Otter. This allows you to manage menus, orders, and operating hours in one centralized place using Otter.
The following order fulfillment modes are available with this integration:
Existing Wix Online Ordering customers are able to set up the Otter x Wix integration for no additional cost. To sign up for this integration, work with your Otter Onboarding Specialist to complete the following steps:
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A test order is an order that is placed on a specific channel and does not impact order or financial data. You may need to place a test order during the various stages of your onboarding at Otter to test that your channels are working properly or to train your restaurant staff on the core functionality of the product.
Learn more below about the different types of test orders and how to place them on corresponding channels.
Otter POS Test Order
Testing could include managing POS orders, practicing applying a discount, voiding items, sending items to the kitchen, printing receipts, and making fake payments through the card reader in “trainer mode” without impacting real data.
Direct Orders Test Order
Testing could include placing a kiosk, dine in QR code, or direct orders website order on your Otter device or through the direct orders website to make sure the orders flow into Order Manager properly.
Delivery App Test Order
Testing could include the restaurant going on their delivery app store front, placing a pickup order, making sure the order flows into the Orders app, and cancelling the order.
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Otter POS test orders can be created by putting the Otter POS device in training mode. You should use Otter POS training mode to train your restaurant staff on how to use the core functionality of Otter POS.
Follow the steps outlined below to place an Otter POS test order in Otter POS Training Mode.
Steps to Send an Otter POS Test Order:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nSelect the [Orders] app on the Otter POS homepage. | \n|
| 2 | \nClick [+ New Order] at the top right of the Orders page. | \n|
| 3 | \nSelect [Options] from the cart. | \n|
| 4 | \nScroll down and select the [Enable training mode] button. | \n|
| 5 | \nA blue banner will appear at the top of the screen indicating training mode is enabled. | \n|
| 6 | \n\n Add an item to the cart. \nClick the [Pay] button at the bottom of the cart. \n | \n|
| 7 | \nSelect the [Card] payment method to simulate a credit card transaction without impacting the restaurant’s financial data. | \n|
| 8 | \nSelect the [Print] button to test payment receipts on the printer. | \n|
| 9 | \nTo disable training mode, click [+ New Order] again from the Orders page, then select [Options] from the cart. | \n|
| 10 | \nScroll down and select [Disable training mode]. | \n|
11 | \nClick [Exit] to confirm you would like to exit training mode. | \n
If you are using Otter Direct Orders product, you may need to place a test order to make sure your Direct Orders integration is working properly. Direct Orders test orders can be placed through your restaurant’s Online Ordering website by placing a real order using a credit card as payment and refunding the charge immediately after.
Follow the steps outlined below to place an Online Ordering test order and refund the order in Financials.
Steps to Send a Direct Order Test Order:
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n Navigate to the Otter Dashboard. \nClick on [Apps] and select [Direct Orders] from the dropdown list. \n | \n|
| 2 | \nUnder \"Your Brands,\" click [View Stores] to see the list of stores associated with the selected brand. | \n|
| 3 | \nFor single-brand links, you can click [Open store link] and select [Delivery / Pickup] from the dropdown options. | \n|
| 4 | \nA new tab will open with the selected brand’s direct orders website. | \n|
| 5 | \n\n Click on an item to add a new item to the cart. \nClick the [Add to Cart] button. \n | \n|
| 6 | \nClick on the [Cart] to begin the checkout process. | \n|
| 7 | \nClick the [Continue to Payment] button. | \n|
| 8 | \n\n Select the [Checkout as Guest] option. \n\n \n \n \nFor the sake of testing the order flow, you should select the [Checkout as Guest] option, but it should be a best practice to enter the email address for real direct orders.\n \n | \n|
| 9 | \n\n Select the [Credit or Debit Card] payment method option by toggling on the setting. \nEnter your card information if you are comfortable being charged and immediately refunded. \n | \n|
| 10 | \n\n The [Contact Information] section is required in order to place the test order. \nEnter the following information in the [Contact Information] section: \n
Click [Place Order] to send the test order to your Otter device. \n | \n|
11 | \nOnce the test order has been sent, the Direct Orders Website should say [Thank you for your order!] and give you confirmation that the order went through. | \n|
12 | \n\n Go to the Otter device. \nClick on the [Orders] app. \nLocate the test order in the order queue. \nClick on the order to open up the order details window. \n | \n|
13 | \n\n Make sure the following information is being sent to the device for the test order: \n
If this information has been sent to the device successfully, the Direct Orders integration is working properly. \n | \n|
14 | \n\n To refund the direct test order, open the Otter Dashboard. \nClick the top left [Apps] dropdown. \nClick on the [Financials] app. \n | \n|
15 | \n\n Click on the [Direct Orders] tab in the Financials app. \nClick into the [Transactions] view at the top of the Direct Orders page of the Financials app. \nClick on an order to open the order details. \n | \n|
16 | \nClick the [Refund] button next to the Payment Info section in the popup window. | \n|
17 | \n\n Enter a dollar amount into the [Refund Amount] field. \nSelect the [Reason for Refund] option by toggling on the [Other] option and entering “Test” in the field below. \nClick [Refund] to process the refund. \n | \n|
18 | \nTo confirm that the test order has been refunded, you can click back into the order details and the [Payment Status] should say [Refunded]. | \n
The process to place a test order for a delivery app partner can vary platform to platform. Sending a test order from a delivery partner platform is a good way to make sure the platform itself is working as expected, however is not a good way to test your Otter delivery platform connection.
To check that your delivery platform integration is connected properly, you should check your Otter Dashboard for connection alerts and reconnect if needed. If you still need assistance on your integration connection, use the Otter chat assistant for help.
The 3 most commonly used delivery app partners, DoorDash, UberEats, and GrubHub all have different processes to send a test order within an your delivery app admin portal. Sending a delivery app test order is a great way to test if a delivery app has been activated and is working properly.
However, these delivery test orders do not flow into your Otter Order Manager or Otter POS terminal. Therefore, you can create test orders on your delivery app portal, but it is not the best way to test the status of your delivery integrations.
If you are experiencing issues with your delivery app integrations, follow the troubleshooting steps here or reach out to Otter Support at 1(888) 681-8837.
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The Voided Transactions report shows a breakdown of all first-party POS transactions that were voided. From this report, you can:
The Voided Transactions report can be found from the Analytics app within the Otter Dashboard. Follow the steps below to view the Voided Orders report.
Step 2
Use the filters at the top to select the desired report view.
You can filter by:
Step 4
For more information about a specific voided transaction, scroll down to view the Void Order Detail report table.
Here, you’ll be able to view details for individual voided orders, including:
Understanding Report Terms
For more information about a column, hover over the “i” icon next to the column name to learn more.
Yes— To change the time zone view of the Voided Transactions report click the 3 dots at the top right corner. Then click Time zone settings and select the desired time zone.
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The Homebase x Otter integration lets your team clock in and out directly from Otter’s Timecard applet on your tablet. All timecard data is automatically sent to Homebase, where you can view and edit timesheets, as well as log breaks.
Before starting the Homebase integration process, please have the following information ready to share with your Otter Account Representative.
Pre-onboarding checklist:
Homebase API Key
The API Key is what enables the connection between Otter and Homebase, allowing data to flow seamlessly from Otter to Homebase.
If you're on the All-In-One Homebase plan, follow these steps to access your API key.
If you’re on a lower-tier paid Homebase plan, contact your Otter Account Manager to enable API access.
Once enabled, follow the link above to grab your API key.
Once all steps are complete, reach out to your Otter Account Manager to finish setting up the integration on your behalf.
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Marketing Discounts allows you to create custom discounts and promotions to provide eaters with deals when ordering from your restaurant’s direct online website, Otter POS, or Kiosk.
Creating these promos and discounts help reward loyal customers and can draw eaters to order directly through your restaurant vs a third-party delivery partner.
You can create different discounts to offer to eaters:
Item/Category Level Discount
\nA discount offered on a specific menu item or category.
\nOrder Level Discount
\nA discount offered on the entire order total.
\nBuy One Get One
\nA discount offered on an item for purchasing another item (also referred to as BOGO).
\n
When creating a discount within the Otter Dashboard, you can customize the discount by:
Follow the steps below to create a Marketing Discount.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n You can navigate to set up discounts from the Otter Dashboard select Apps > Marketing. \nGo to the Discounts tab. \n\n | \n\n Marketing App \nDiscounts Tab \n | \n
| 2 | \n\n Click [Create discount]. \nSelect Marketing discount. \nClick [Proceed]. | \n\n Create Discount \nMarketing Discount \n | \n
| 3 | \nSelect the Brand and Location(s) to apply this discount to. | \n\n Brand Selection \nLocation Selection \n | \n
| 4 | \nCheck next to the Channel(s) you'd like to offer the discount on. | \n|
| 5 | \n\n Type the customer-facing name for this discount. \nType the internal-facing name for this discount (not shown to customers). \n | \n|
| 6 | \n\n Select Discount Type. \nFixed Amount: A set percentage or dollar amount discounted. \n | \n|
| 7 | \n\n Select percentage or dollar amount discount. \nType the fixed percent or dollar amount for the discount that will apply to eligible items or categories. \n | \n\n Percentage or Dollar Select \nDiscount amount \n | \n
| 8 | \nSelect Specific category/item for Application. | \n|
| 9 | \n\n Select to apply the discount to a menu category or a menu item. \nChoose the menu item or category from the drop-down to apply the discount to. \n | \n\n Discount Applies to Item/Category \nItem/Category Selection \n\n | \n
| 10 | \n\n Select the Priority of the discount— which item will the discount apply to in the order: \n
| \n|
| 11 | \n\n Select start date (and end date, if applicable) of the discount. \nCheck Does not expire if there is no end date. \n | \n|
| 12 | \n\n Select the day of the week and times you'd like to offer the discount. \nCheck All day if you'd like the offer to be available all store hours on the selected days. \n | \n|
| 13 | \n\n Select if you'd like the discount to be applied: \nAuto: Eater signs in using phone number and select which available discounts to automatically apply to their order. \nManual: Eater or Staff needs to manually enter discount code at checkout. \n | \n|
| 14 | \n\n Manual: Enter a Discount code. \nClick Generate it for me to have a discount code automatically created for you. \nAuto: Select Eligible cohorts— these are the eaters the discount will be available to redeem. \nCheck All customers to make available for all eaters. \n\n | \n\n Manual Discount Code \nAuto Eligible Cohort \n | \n
| 15 | \n\n Select discount usage limitations and number of uses (if applicable). \n\n \nIf you select Unlimited, eaters will be able to use the discount unlimited amount of times within the discount time period. If you add limitations— for example: Per-customer limit, set limit 1— each eater will only be able to use the discount 1 time within the discount timeframe. | \n|
| 16 | \nClick [Create discount] to publish Marketing Discount. | \n|
| 17 | \nMarketing Discount will show listed on the Discounts homepage. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n You can navigate to set up discounts from the Otter Dashboard select Apps > Marketing. \nGo to the Discounts tab. \n | \n\n Marketing App \nDiscounts Tab \n | \n
| 2 | \n\n Click [Create discount]. \nSelect Marketing discount. \nClick [Proceed]. \n | \n\n Create Discount \nMarketing Discount \n | \n
| 3 | \nSelect the Brand and Location(s) to apply this discount to. | \n\n Brand Selection \nLocation Selection \n | \n
| 4 | \nCheck next to the Channel(s) you'd like to offer the discount on. | \n|
| 5 | \n\n Type the customer-facing name for this discount. \nType the internal-facing name for this discount (not shown to customers). \n | \n|
| 6 | \n\n Select Discount Type. \nFixed Amount: A set percentage or dollar amount discounted. \n | \n|
| 7 | \n\n Select percentage or dollar amount discount. \nType the fixed percent or dollar amount for the discount that will be applied to eligible orders. \n | \n\n Percentage or Dollar Select \nDiscount Amount \n | \n
| 8 | \nSelect Entire order for Application. | \n|
| 9 | \n\n Select start date (and end date, if applicable) of the discount. \nCheck Does not expire if there is no end date. \n | \n|
| 10 | \n\n Select the day of the week and times you'd like to offer the discount. \nCheck All day if you'd like the offer to be available all store hours on the selected days. \n | \n|
| 11 | \n\n Select if you'd like the discount to be applied: \nAuto: Eater signs in using phone number and select which available discounts to automatically apply to their order. \nManual: Eater or Staff needs to manually enter discount code at checkout. \n | \n|
| 12 | \n\n Manual: Enter a Discount code. \nClick Generate it for me to have a discount code automatically created for you. \nAuto: Select Eligible cohorts— these are the eaters the discount will be available to redeem. \nCheck All customers to make available for all eaters. \n | \n\n Manual Discount Code \nAuto Eligible Cohort \n | \n
| 13 | \n\n Select discount usage limitations and number of uses (if applicable). \n\n \nIf you select Unlimited, eaters will be able to use the discount unlimited amount of times within the discount time period. If you add limitations— for example: Per-customer limit, set limit 1— each eater will only be able to use the discount 1 time within the discount timeframe. | \n\n Discount Limitations \nDiscount Usage Number Limit \n | \n
| 14 | \nClick [Create discount] to publish Marketing Discount. | \n|
| 15 | \nMarketing Discount will show listed on the Discounts homepage. | \n
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \n\n You can navigate to set up discounts from the Otter Dashboard select Apps > Marketing. \nGo to the Discounts tab. \n | \n\n Marketing App \nDiscounts Tab \n | \n
| 2 | \n\n Click [Create discount]. \nSelect Marketing discount. \nClick [Proceed]. | \n\n Create Discount \nMarketing Discount \n | \n
| 3 | \nSelect the Brand and Location(s) to apply this discount to. | \n\n Brand Selection \nLocation Selection \n | \n
| 4 | \nCheck next to the Channel(s) you'd like to offer the discount on. | \n|
| 5 | \n\n Type the customer-facing name for this discount. \nType the internal-facing name for this discount (not shown to customers). \n | \n\n \n | \n
| 6 | \n\n Select Discount Type. \nBuy X Get Y: A discount offered on an item for purchasing another item (also referred to as BOGO). \n | \n|
| 7 | \n\n Select percentage or dollar amount discount. \nType the percent or dollar amount for the discount that will be applied to eligible orders. \n | \n\n Percentage or Dollar Select \nDiscount Amount \n | \n
| 8 | \n\n Select to apply discount to menu category or menu items. \nChoose the menu category or item(s) the eater needs to purchase from the drop-down to receive the BOGO discount. \nThen select the menu category or item that the discount will apply to for the BOGO discount. \n | \n\n Discount Application \nItem/Category Selection \n | \n
| 9 | \n\n Select start date (and end date, if applicable) of the discount. \nCheck Does not expire if there is no end date. \n | \n|
| 10 | \n\n Select the day of the week and times you'd like to offer the discount. \nCheck All day if you'd like the offer to be available all store hours on the selected days. \n | \n|
| 11 | \n\n Select if you'd like the discount to be applied: \nAuto: Eater signs in using phone number and select which available discounts to automatically apply to their order. \nManual: Eater or Staff needs to manually enter discount code at checkout. \n | \n|
| 12 | \n\n Manual: Enter a Discount code. \nClick Generate it for me to have a discount code automatically created for you. \nAuto: Select Eligible cohorts— these are the eaters the discount will be available to redeem. \nCheck All customers to make available for all eaters. \n | \n\n Manual Discount Code \nAuto Eligible Cohort \n | \n
| 13 | \n\n Select discount usage limitations and number of uses (if applicable). \n\n \nIf you select Unlimited, eaters will be able to use the discount unlimited amount of times within the discount time period. If you add limitations— for example: Per-customer limit, set limit 1— each eater will only be able to use the discount 1 time within the discount timeframe. | \n\n Discount Limitations \nDiscount Usage Number Limit \n | \n
| 14 | \nClick [Create discount] to publish Marketing Discount. | \n|
| 15 | \nMarketing Discount will show listed on the Discounts homepage. | \n
When a discount is live for eaters, it can distributed through an SMS text message and/or by displaying it as banner on your restaurant’s direct online ordering website.
Learn more about each distribution option below.
When creating a discount, you can create an SMS Campaign to share that discount with your customers.
\nYou can customize:
\nAudience: Type of eater you want to target
\nSend Date: When selected eaters will receive this notification
\nMessage: Add to the discount message template to make it personalized
\nYou’ll also be able to see a preview of the text message eaters will receive with your specific discount details.
\n\n
Once a discount is created, you can edit discount settings from the Discounts page.
You can:
Editable Discount Settings
Once a discount is created, you will be able to edit some discount details. You will not be able to edit:
\nCheck out more information about each action below.
To edit a discount, just click on the discount listed, or click the 3 dots next to the discount. Click Edit discount.
From there, you can make changes to desired settings and click [Save] to implement changes.
To duplicate a discount, select the 3 dots listed next to the discount. Select Duplicate to make a copy of that existing discount.
\nTo deactivate a discount, select the 3 dots listed next to the discount. Then select Archive to make the discount Inactive
Eaters will be able to apply active discounts at checkout on your direct ordering website, Otter Kiosk, or Otter POS.
Once the discount is applied at checkout, they will see the discounted value, and the discount line item displayed— the discount will also display on their receipt for that order.
Checkout the eater experience for each channel below.
When an eater is ordering through your Direct Orders Online Website, how a discount is applied at checkout depends if you have selected for the discount to auto or manually be entered.
Learn more about each application below.
| Auto Apply | \nManual Apply | \n
| \n Available discount will automatically apply to an eater's eligible order at checkout. \nEater can also click View coupons to browse any other available discounts and apply a different discount to their order, if applicable. \n | \n\n Eater must manually type discount code into the Discount field at checkout. \nDiscount will only apply if order is applicable to discount code entered. \n\n | \n
When an eater is ordering through Otter Kiosk, how a discount is applied at checkout depends if you have selected for the discount to auto or manually be entered.
Learn more about each application below.
| Auto Apply | \nManual Apply | \n
| \n Available discount will automatically apply to an eater's eligible order at checkout. \nEater can also click Remove Discount to remove currently applied discount and click Add Discount to browse and apply other available discounts to their order, if applicable. \n | \n\n Eater must manually type discount code into the Discount field at checkout by clicking Add Discount. \nDiscount will only apply if order is applicable to discount code entered. \n\n | \n
When an eater is ordering at your Otter POS, how a discount is applied at checkout depends if you have selected for the discount to auto or manually be entered.
Learn more about each application below.
| Auto Apply | \nManual Apply | \n
| \n Available discount will automatically apply to an eater's eligible order once a Guest profile is added to the POS order. \nEater can also browse any other available discounts and apply a different discount to their order, if applicable, on the customer-facing screen (if dual screen). \n | \n\n Cashier must manually type discount code into the POS from Options > Add Discount. \nDiscount will only apply if order is applicable to discount code entered. \n\n | \n
Applying Multiple Discounts at Checkout
Eaters will only be able to apply 1 discount code per order at checkout.
\n
If you have the discount set to limit the usage per customer, eaters will need to enter their phone number at checkout. This keeps track of the discount use per customer to ensure that eater has not already hit the limit of that discount.
| \n Direct Order Website \n | \n\n Kiosk/POS \n | \n
There may be a few reasons someone isn’t able to use the discount code. First, check that:
\n- Discount is not expired
\n- Order meets basket requirements
\n- Discount hasn’t already been redeemed by eater (if one use per customer)
\nIf all of the above checks out still and the discount isn’t applying to eligible orders, deactivate the discount and create a new one to replace it.
\n
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Otter KDS Reporting provides restaurants with detailed analytics and metrics related to their Otter KDS actions, such as:
The KDS Report can be found in the Otter Dashboard > Analytics app and is available with the purchase of any Otter KDS product.
\n \n
The KDS Report can be filtered to provide a customizable report that can flag areas of inefficiency in the kitchen.
The KDS Report can be filtered by:
Follow the steps below to view the KDS report in the Otter Dashboard, and navigate to view specific KDS performance data.
| Step | \nProcess | \nImage | \n
|---|---|---|
| 1 | \nFrom the Otter Dashboard, click Apps > Analytics App. | \n|
| 2 | \nFrom the left tab options, select the [KDS Report] tab. | \n|
| 3 | \n\n The default view for the KDS Report is the [Fulfillment Time Data] view, which includes: \n
| \n\n \n | \n
| 4 | \n\n The KDS Report also has a Raw Ticket Data view, which includes a full breakdown of: \n
To access this view, click on the Raw Ticket Data button at the top of the page. \n | \n|
| 5 | \n\n This report can be exported into an excel or .CSV file. \nClick the [Export] button at the top right of the page. \n | \n
Yes– The KDS report data can be exported into an excel or .CSV file by clicking the Export button at the top right of the page.
\n
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If your business changes ownership, we can assist you in transferring ownership of your Otter or CloudKitchen account to the new owner. The account does not need to be cancelled.
Follow the instructions in this guide to help you submit the required information to Support and set up the new Stripe account.
To transfer ownership, you’ll need to submit a request to our Support team, and include the following information:
Once our team receives this information, we will contact the new owner to begin transferring the account details and to update the billing information.
Once the new owner receives confirmation that the account has been transferred successfully, the new owner will need to update the payment information within the Billing section of the Otter Dashboard.
The new owner will receive instructions on how to complete this within the confirmation email.
If the account processes orders through Otter platforms (such as Online Ordering, QR Codes, Otter POS, Kiosk, or Future Foods), the new owner will also need to connect a new Stripe account. Learn more on this in Update Payout Information.
If you manage your Otter billing through Stripe, once the new owner receives confirmation that the account has successfully transferred, the new owner must add the new payment method directly within the Stripe portal. Learn more on this in Otter Invoice Management in Stripe.
If the entire account is transferring ownership, the previous owner’s login information will be deleted from the account and the new owner’s login information will be added.
\nIf only one specific location is transferring ownership, the previous owner’s login information will not be deleted. We will remove access to the transferred location from the previous owner and assign it to the new owner.
\n
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