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Direct Orders FAQ

Kurt De La Rosa
Kurt De La Rosa
  • Updated

What is Direct Orders?

Direct Orders is our D2C offering that enables eaters to order directly from merchants, allowing merchants to reduce commission fees associated with food delivery apps, and to better engage more directly with their customers.

  1. How do I enable and manage online payments?
  2. How do I configure payment methods per fulfillment mode?
  3. How do I enable Tips?
  4. How do I enable pickup as a fulfillment mode?
  5. How do I enable/disable Dine-in as a fulfillment mode?
  6. How do I enable/disable Delivery as a fulfillment mode?
  7. How do I configure my Delivery settings like delivery radius, delivery time, and fees?
  8. How do I edit my store contact information?
  9. How do I edit my menu(s)?
  10. How do I find the URL for my store’s Direct Orders site?
  11. How do I edit the logo & banner?
  12. How do I change item prices for my Direct Orders menu?
  13. Prep time showing as 0 minutes for new orders in Order Manager
  14. The store is showing as closed on the Direct Orders site.
  15. Live monitoring in Business Manager is showing $0 for Direct Orders orders in progress.
  16. Eater did not show up for an order placed with the ‘Pay Later’ option.
  17. Does 86ing work?
  18. Can I pause the Direct Orders storefront?
  19. Restaurants are seeing canceled orders in Stripe but can’t find these orders in Otter.
  20. How do I create a coupon?
  21. How do I edit/manage an existing coupon?
  22. How do I deactivate an existing coupon?
  23. How do refunds work?
  24. How do I enable/disable Open Tabs for Dine-in orders?
  25. How do I enable Split Payments?
  26. How do I enable/disable Table Number Input for Dine-in orders?
  27. How do I enable/disable Scheduled Orders for pickup and delivery?
  28. Can eaters place a scheduled order when the store is paused through Order Manager?
  29. When does the order move from Scheduled to Active in Order Manager?

How do I enable and manage online payments?

For all brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
    DO_1.png
  3. In the Payment section, you can connect your Stripe account and manage directly on Stripe once connected.
    DO_2.png

How do I configure payment methods per fulfillment mode?

For all brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
  3. In the Payment methods section, you can choose to accept Online, In-person, or Both for Pickup, Delivery, and Dine-in
    DO_3.png

For specific brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    DO_4.png
  3. Click the ellipse/radio button and select Settings
    DO_5.png
  4. Go to the Payment tab and toggle Override payment settings
  5. In the Payment methods section, you can choose to accept Online, In-person, or Both for Pickup, Delivery, and Dine-in
    DO_6.png

How do I enable Tips?

For all brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
    DO_7.png
  3. In the Tips section, you can choose to Collect tips using the toggle.
    DO_8.png

For specific brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    DO_9.png
  3. Click the ellipse/radio button and select Settings
    DO_10.png

  4. Go to the Payment tab and toggle Override payment settings
  5. In the Tips section, you can choose to Collect tips using the toggle.
    DO_11.png

How do I enable pickup as a fulfillment mode?

For all brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
    DO_12.png
  3. Click Pickup and use the toggle to Offer pickup as a fulfillment mode for all brands & stores.
    DO_13.png

For specific brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    DO_14.png
  3. Click the ellipse/radio button and select Settings
    DO_15.png
  4. Go to the Pickup tab and toggle Override pickup settings
    DO_16.png

How do I enable/disable Dine-in as a fulfillment mode?

For specific brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
    DO_17.png
  3. Click Dine-in and use the toggle to Offer dine-in as a fulfillment mode for all brands & stores.
    DO_18.png

For specific brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    DO_19.png
  3. Click the ellipse/radio button and select Settings
    DO_20.png
  4. Go to the Dine-in tab and toggle Override dine-in settings
    DO_21.png

How do I enable/disable Delivery as a fulfillment mode?

For all brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
    DO_22.png
  3. Click Delivery and use the toggle to enable it as a fulfillment mode.
    DO_23.png

For specific brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    DO_24.png
  3. Click the ellipse/radio button and select Settings
    DO_25.png
  4. Go to the Delivery tab and toggle Override delivery settings
    DO_26.png

How do I configure my Delivery settings like delivery radius, delivery time, and fees?

For all brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
    DO_27.png
  3. Click Delivery and configure the settings for all brands & stores.
    DO_28.png

For specific brands & stores:

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    DO_29.png
  3. Click the ellipse/radio button and select Settings
    DO_30.png

  4. Go to the Delivery tab and toggle Override delivery settings
    DO_31.png
  5. Configure delivery settings as desired

How do I edit my store contact information?

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    DO_32.png
  3. Click the ellipse/radio button and select Edit store contact
    DO_33.png
  4. Input the store’s phone number and email address to be displayed to eaters.
    DO_34.png

How do I edit my menu(s)?

Please view the Self-Serve Menu Management guides

How do I find the URL for my store’s Direct Orders site?

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    DO_35.png
  3. For published stores, the URL can be found underneath the address or by clicking the ellipse button and selecting Copy store URL.
    DO_36.png

How do I edit the logo & banner?

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click Edit Banner or the pencil button on the logo
    DO_37.png
  3. Upload desired images and press Save changes.
    DO_38.png

How do I change item prices for my Direct Orders menu?

If the merchant wishes to have different pricing for Direct Orders than their OFOs, they will need to use the Price per service feature in SSMM

  1. Open the menu in RBM and select the item you want to update
  2. Under Edit Item, go to the ‘Advanced pricing' section
  3. Under ‘Pricing Options’, select ‘Price per service’
  4. Input desired price in the Direct Orders field and click Save changes.
    Screen_Shot_2022-08-22_at_11.25.15_AM__1_.png

 

Prep time showing as 0 minutes for new orders in Order Manager.

  1. In Order Manager, go to the Integrations page and adjust the prep time by one minute.

The store is showing as closed on the Direct Orders site.

Make sure that the menu has hours saved or published:

  • Go to the menu being used for Direct Orders and click on the ‘hours’ tab.
  • Update hours accordingly and save.

Live monitoring in Business Manager is showing $0 for Direct Orders orders in progress.

Live monitoring shows orders completed, not in progress, and takes a few minutes to update.

 

Eater did not show up for an order placed with the ‘Pay Later’ option.

If an eater is a no-show, e.g. and an order has been placed, the restaurant has prepared the order but the customer never came to pick up the order, Otter does not issue refunds. Restaurant operators have the option to turn off the ‘Pay Later’ option to avoid situations like these.

Does 86ing work?

Yes, 86ing is supported in Order Manager alongside other services.

Can I pause the Direct Orders storefront?

Yes, pausing storefronts is supported in Order Manager alongside other services.

Restaurants are seeing canceled orders in Stripe but can’t find these orders in Otter.

Restaurants will see these orders in their Stripe account when eaters don’t complete the checkout process when 'Pay Now' is selected. Otter creates a draft order anytime a checkout is created and the system auto-cancels it after an hour. This is recorded back to Stripe which is then displayed on their portal.

Customers can ignore these canceled orders that only exist in Stripe.

How do I create a Coupon?

  1. Navigate to the Marketing app from your Otter Homepage by opening the "App" list in the top-left corner.

    Create_Direct_Order_Coupon_1.png
  2. Click Direct Orders Coupons on the left-sidebar, then Create coupon in the top-right corner.

    Create_Direct_Order_Coupon_2.png
  3. Input the desired coupon settings and click Save when done. Coupons can be managed and adjusted at any time.

    Create_Direct_Order_Coupon_3.png

How do I edit/manage an existing coupon?

  1. Navigate to the Marketing app from your Otter Homepage by opening the "App" list in the top-left corner.

    edit_manage_a_direct_order_coupon_1.png
  2. Click Direct Orders Coupons on the left-sidebar, then click a coupon to edit coupon settings.

    edit_manage_a_direct_order_coupon_2.png
  3. Input desired changes in the coupon settings window and click Save when done.

    edit_manage_a_direct_order_coupon_3.png

How do I deactivate an existing coupon?

  1. Navigate to the Marketing app from your Otter Homepage by opening the "App" list in the top-left corner.

    deactivate_a_direct_order_coupon_1.png
  2. Click Direct Orders Coupons on the left-sidebar, then click a coupon to edit coupon settings.

    deactivate_a_direct_order_coupon_2.png
  3. Click Deactivate coupon under the coupon code to deactivate.

    deactivate_a_direct_order_coupon_3.png
  4. Confirm deactivation by clicking Deactivate coupon in the pop-up window.

    deactivate_a_direct_order_coupon_4.png
  5. Click Save when done to return to the Coupon screen.

How do refunds work?

You have a few options when it comes to refunding eaters.

  1. For active orders in Order Manager, canceling the order will automatically issue a full refund.
  2. For completed orders, you can issue a partial or full refund in Business Manager > Order History
    Screen_Shot_2022-08-12_at_3.16.53_PM.png
  3. You can issue refunds directly from your Stripe portal.

How do I enable/disable Open Tabs for Dine-in orders?

For all brands & stores

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
    Screen_Shot_2022-07-07_at_3.23.52_PM.png
  3. Click Dine-in and use the toggle to Enable open tab for dine-in orders for all brands & stores
    Screen_Shot_2022-09-28_at_10.55.36_AM__2_.png

For specific brands & stores

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand
    Screen_Shot_2022-07-07_at_3.33.31_PM.png
  3. Click the ellipse/radio button and select Settings
    Screen_Shot_2022-07-07_at_3.34.35_PM.png
  4. Go to the Dine-in tab and toggle Override delivery settings
  5. Use the toggle to Enable open tab for dine-in orders for all brands & stores
    Screen_Shot_2022-10-19_at_2.33.00_PM.png

How do I enable Split Payments?

For all brands & stores

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
    Screen_Shot_2022-07-07_at_3.23.52_PM.png
  3. In the Payment tab, you can choose to Offer splitting payments using the toggle. You can also set a minimum order amount and maximum splits allowed.
    Screen_Shot_2022-11-17_at_2.35.22_PM.png

For specific brands & stores

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand
    Screen_Shot_2022-07-07_at_3.33.31_PM.png
  3. Click the ellipse/radio button and select Settings
    Screen_Shot_2022-07-07_at_3.34.35_PM.png
  4. Go to the Payment tab and toggle Override payment settings
  5. In the Tips section, you can choose to Offer splitting payments using the toggle. You can also set a minimum order amount and maximum splits allowed
    Screen_Shot_2022-11-17_at_2.35.22_PM.png

How do I enable/disable Table Number Input for Dine-in orders?

For all brands & stores

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Click Settings in the top-right corner
    Screen_Shot_2022-07-07_at_3.23.52_PM.png
  3. Click Dine-in and use the toggle to Enforce table number collection for dine-in orders for all brands & stores
    Screen_Shot_2022-10-19_at_2.43.07_PM.png

For specific brands & stores

  1. Go to the Direct Orders page in Business Manager (manager.tryotter.com/direct-orders)
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand
    Screen_Shot_2022-07-07_at_3.33.31_PM.png
  3. Click the ellipse/radio button and select Settings
    Screen_Shot_2022-07-07_at_3.34.35_PM.png
  4. Go to the Dine-in tab and toggle Override delivery settings
  5. Use the toggle to Enforce table number collection for dine-in orders for all brands & stores
    Screen_Shot_2022-10-19_at_2.44.24_PM__1_.png

How do I enable/disable Scheduled Orders for pickup and delivery?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list
  2. Click Settings in the top-right corner
  3. In the Pickup or Delivery section, you can choose to enable scheduling and set the number of days to allow scheduling from same day only to 7 days

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list
  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
  3. Click the ellipse/radio button and select Settings
  4. Go to the Pickup or Delivery tab and toggle Override pickup/delivery settings
  5. Use the toggle to enable scheduling and set the number of days to allow scheduling from same day only to 7 days

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