Direct Orders Discounts & Promotions

Kala Haley
Kala Haley
  • Updated


Direct Orders Discounts allow merchants to create custom discounts and promotions to provide eaters with discounts when ordering from their Direct Orders site. Merchants can use these to reward loyal customers and offer promotions. With these strategies, restaurants can create a base of repeat customers who not only can bring repeat business, but also help promote the business through word of mouth and referrals.



Discount Creation

Merchants can create discounts in the Otter Marketing App with the following custom controls: 

  • Enter a unique discount code or have one auto-generated
  • Select which brands and stores the discount applies to
  • Select how the discount is applied
    • Dollars: a specified dollar amount of the subtotal
    • Percentage: a calculated portion of the subtotal
  • Select if the discount can be used multiple times or single-use
  • Set a start and optional end date for your discount
  • Specify the minimum basket value for the discount to be applicable

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How to create item-based discounts: "Buy one, get one" and "Item discount"

You can now create two new types of item-based discounts: "Buy X Get Y" and "% off certain items." These discounts can be applied across all Direct-to-Consumer (D2C) and Kiosk surfaces.

1. You can setup item discounts from two paths in Otter Dashboard:

  • Direct Orders → Manage discounts → Create discount
  • Marketing → Direct Order Discounts → Create discount

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Direct Orders → Manage discounts → Create discount

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Marketing → Direct Order Discounts → Create discount

2. In the discount creation section, select “Buy one get one“ or “Item discount“ from the discount type dropdown.

Order Level Discount.png

3. If you select “Buy one get one” from the discount type selector, you can:

  • set the “buy” item
  • set the “get” item
  • set the “discount percentage” for the get item
  • set the “minimum basket” value
  • set only redeem once for the discount 

For instance, you can set Buy A get B for a 70% off discount if the order is over $10.

For each field, they should be set as:
Buy: A
Get: B
Discount percentage: 70
Minimum basket: 10

If the discount percentage is set to 100, then the discount becomes to Buy A get B for free!

Buy one get one discount.png

4. If you select “Item discount” from the discount type selector, you can:

  • choose an item
  • set the “discount percentage”
  • set the “minimum basket” value
  • set only redeem once for the discount. 
Setup Item discount .png


Eater Experience

Direct order website experience

When checking out an order, the customer can apply the discount code. Order Discount | Eater Experience.png
Once the code is applied, the order summary reflects the discount values, and the customer can also remove the discount by clicking “X” and/or apply another discount. Discount Overview | Eater Experience.png




Discount Distribution

Once merchants have configured a coupon, they can distribute the discount to customers through an SMS text message or by displaying it in a banner on their store’s website.

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Sending Discounts to Customers via SMS

How to send Discounts to customers via SMS

1. Navigate to the distribution section and toggle “share discount via text message”. download - 2023-09-18T170504.336.png

2. Select an audience to target. Merchants can send text messages to:

  • All customers
  • Recent customers 
  • Active customers
  • Monthly orderers
  • Weekly orderers
  • Lapsed customers
2 - Sending Discounts.png

3. Select a send date for your text message. You can also opt to send text messages regularly if a customer joins the eligible audience.

Note: Customers can only receive one message every two weeks.


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4. A custom message can be crafted as well. The SMS message will have a standard template that includes your store name, discount details, and a link to visit your restaurant where the coupon is auto-redeemed at checkout! 4 - sending discounts.png
5. Once you have all the details of your campaign filled out, click Create in the top right! 5 - sending discounts.png



Creating a Site Banner for Your Discount

How to create a Site Banner for your Discount

1. Navigate to the distribution section and toggle  “Display in menu banner”. 1 - site banner.png
2. Once you have all the details of your campaign filled out, click Create in the top right! Your restaurant’s website will now have a banner for your discount. You can have multiple discounts displayed in a carousel at the same time. 2 - site banner.png



Discount Management

Using the Otter Marketing App, merchants can also manage their existing discounts in the following ways:

  • Adjust some settings during the discount creation process shown above.
  • Deactivate discounts
  • View a summary of discount usage and sales metrics




Discount Redemptions and Usage

Restaurants can also monitor how many discounts are being redeemed with the Direct Orders Discounts dashboard. The dashboard provides information at a glance, so the restaurants can make adjustments to their discount promotions accordingly to hit their business goals.




Eater App

Eaters can redeem the merchant discounts at the restaurant’s Direct Order page. They will be able to enter the discount code to redeem a single discount at checkout, see the discounted value of the discount, and the discount line item displayed at checkout and on the receipt.

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Frequently Asked Questions

Do I have to pay extra to send SMS messages to my customers?

A: No. This feature comes included in the cost of your subscription and will allow you to make customers aware of any promotions you are running and entice them to place an order.


How do I make sure I’m not spamming my customers?

We have safeguards in place to make sure that we are being thoughtful with our customer communications. Customers can only receive one message every two weeks maximum.


Why is the coupon not working?

This coupon may be expired, the order doesn't meet the minimum basket requirements, has already been used, etc. Troubleshoot the issue by reviewing the existing coupon details in Direct Orders Discounts [Edit Coupons in Direct Orders].

  1. Ensure the customer is using the correct discount code.
  2. Check to make sure all the coupon fields are set up accurately following the steps under Edit Coupons in Direct Orders.
  3. If this is a single-use discount, confirm the coupon has not been applied to a previous order. 
  4. If the coupon still does not work, you can deactivate the discount and create a new discount coupon following the steps under Discount Creation.



If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • SMS/Text or Telephone - Send us a text or give us a call anytime at 1-888-681-8837 for prompt service from our support experts.

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