Otter x DoorDash Integration

Kala Haley
Kala Haley
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Your Otter x Doordash integration just got better

Otter’s Doordash integration is critical to our business (and our restaurant partners’), and we’ve made some improvements to help Otter x Doordash restaurants run more smoothly.

As a direct result of our customers' feedback, we’ve been working very closely with our friends at DoorDash to improve the integration, and we’re ready to launch those improvements within your Otter dashboard. Look out for improvements to the integration over the next couple of weeks. We recognize that this has been an ongoing process with multiple iterations, and we are confident that this transition will go smoothly. However, we need your help to make this process as seamless as possible.

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How This Could Benefit Your Restaurant

Here are some of the improvements you can expect to see at your restaurant as a result of these optimizations:

  1. Better functionality between Otter and DoorDash. 40% increase in speed of order imports to Otter and reduced likelihood of order errors or technical issues.
  2. Single source of truth for your menus. You can now use Otter Menu Management to manage your DoorDash menu(s), no need to manage menu updates from multiple places.
  3. Automatic order cancellations after 3-4 minutes. This protects your customers’ experience, and ensures Otter auto-accept will always hit the mark.
  4. Previous item-level reviews will be unavailable. Your new menu will begin accumulating information and old reviews will be removed.

What we Need From Current Doordash x Otter Customers

DoorDash will remove menu editing from your Merchant Portal on a date specified in an email you’ve received from our support team. After that date, all your DoorDash menu edits can only be made using Otter menu tools. We recently published an update to DoorDash with Otter’s Menu Management tool – check out this quick video on all things Menu Management for a refresher. 

Actions we need from you:

  • Review your menu(s).  Make sure ALL your pricing, items, and hours under the Menu tab in Otter are accurate for DoorDash. If you’ve recently made menu changes in the DoorDash Merchant Portal Menu Maker and want to replace your Otter menu with that version, you may import your entire DoorDash menu to Otter under the Menu tab in your Otter dashboard.
  • Start using auto-accept! As part of this improved experience, auto-accept will be turned on by default. To ensure a positive customer experience, DoorDash sets a 3-minute limit for acceptance. Learn more about auto-accept versus manual-accept here.
  • Ensure you're able to login to DoorDash within your Otter Restaurant Manager (desktop app, not tablet) using 2-factor authentication

Here's a quick step-by-step to help you ensure you're able to login to DoorDash within the Otter Restaurant Manager using 2-factor authentication

  1. Login using your Manager credentials at manager.tryotter.com
  2. Navigate to your Profile section of the top right menu, click Settings
  3. Select Integrations
  4. Select the Connected section
  5. Select Resolve Now on a DoorDash storefront in the Needs Attention section
  6. You should be prompted to re-enter your DoorDash login information with a field to enter a two-factor-authentication code that will go to your email as soon as you attempt to connect - once you add the two-factor code from DoorDash, your integration should reset back to healthy

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You're good to go! Please make sure you complete the above process to set-up 2-factor authentication before March 23rd. If you do not complete this by March 23rd, you may lose access to our product suite.

What to do if You Experience Common Issues

As with any innovation, you may experience some issues that require Otter and/or DoorDash's support team's assistance. Below you will find a matrix which shows some of the most common issues we've seen, who to contact if you're experiencing those issues, and what you'll need when you get in contact with either Otter or DoorDash. Click the image below for additional information!

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For issues that require the Doordash team's help, call DoorDash at 855-973-1040.

 

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.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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