Scheduled Online Orders

Overview

The Scheduled Orders feature helps to better plan and manage eaters online orders and offers more flexibility— allowing eaters to schedule an order ahead of time and select a time/date when they would like to receive their order delivery or pickup.

With Scheduled Orders, you can:

Enable/disable scheduled orders for pick up and delivery
Set scheduled orders parameters
View and manage placed scheduled orders

Scheduled Order Settings

You can adjust Scheduled Orders settings from an organization or location/store level.

Organization Level: Applies to all brands and locations
Location/Store Level: Applies to only that location within a brand

Follow the steps below to edit Scheduled Orders settings.

Step	Process	Image
1	From the Otter Dashboard, select Apps > Direct Orders.
2	Click [Settings].
3	Select Pickup or Delivery tab to adjust. Toggle Offer pickup or Offer delivery to enable or disable option. Offering Toggle OFF When the Offer option is toggled OFF for a fulfillment option, the Scheduling section for that option will be grayed out and you will not be able to edit those details until toggled ON.
4	Scroll to the Scheduling section. Toggle Enable scheduling ON to allow scheduled orders.
5	Select the maximum number of days an eater can schedule an order ahead. Choose from Allowing scheduling up to drop-down box.
6	Click [Save] to confirm changes. Changes will apply to all brands.

Step	Process	Image
1	From the Otter Dashboard, select Apps > Direct Orders.
2	Click View Stores for the brand you’d like to edit.
3	Click [Settings] for the location you’d like to edit.
4	Select Pickup or Delivery tab to adjust. Toggle Override pickup settings or Override delivery settings to enable or disable option. Offering Toggle OFF When the Offer option is toggled OFF for a fulfillment option, the Scheduling section for that option will be grayed out and you will not be able to edit those details until toggled ON.
4	Scroll to the Scheduling section. Toggle Enable scheduling ON to allow scheduled orders.
5	Select the maximum number of days an eater can schedule an order ahead. Choose from Allowing scheduling up to drop-down box.
6	Click [Save] to confirm changes. Changes will apply to only that location.

Scheduled Orders Life Cycle

Check below to follow the flow from receiving a scheduled order to completing a schedule order.

Scheduled Orders Life Cycle Flow:

Step 1

Scheduled order is placed by the eater and received by the restaurant.

Scheduled orders will show in the Scheduled tab in Order Manger.
Step 2

Order can still be adjusted, if needed, while in Scheduled tab.
Step 3

Order will stay in the Scheduled tab until triggered by activation time.

If your order settings are set to Auto-accept, prep time will default to 15 minutes.
Activation Time

Delivery/Pickup Time - Prep Time = Activation Time

Example:
- Scheduled order pickup time is 5:00pm
- Prep time is 15 minutes
- 5:00pm - 15 min = 4:45pm
Scheduled order would move from Scheduled tab to Active tab at 4:45pm.
Step 4

Once order is activated, the order will move to the Active tab.

The device user will be notified on Order Manager of order.

The ticket for scheduled order will be printed with an identifying banner.
Step 5

Once the scheduled order is prepared, the order can be completed by cashing out (if needed) or handing off the order.

Managing a Scheduled Order

While an order is listed in the Scheduled tab, you can still make any necessary adjustments. Check out some actions you can take for scheduled orders below.

Viewing Order:

When an order is listed in the Scheduled tab, you’ll be able to see some order details:

To view more details for that order— like items ordered, payment details, and total breakdown— tap the order and details will show.

Adjust Order:

To make any adjustments to an order, just select the order from the Scheduled tab. Then tap [Adjust]. From there, you can add items or discounts to the order and edit order details.

Cancel Order

If you need to cancel a scheduled order, just select the order from the Scheduled tab. Then tap the 3 dots at the bottom > [Cancel order].

Eater Experience Scheduling an Order

When scheduled orders are enabled, when ordering pickup or delivery, the eater will be able to choose a date and time to schedule their order.

Times available will show within set store hours
Time frame options will be in 15 minute windows

Scheduled Order Notifications

After placing a scheduled order, eaters will receive an email and text confirmation/receipt. They will also receive a reminder notification 1 hour before their scheduled order pickup/delivery time— and can track their order through a provided link within these notifications.

Check out the notifications below.

Email Order Receipt Example:
Text Order Receipt Example:
Reminder Email Example:
Reminder Text Example:

FAQs

No— a scheduled order will not be able to be placed if a store is paused.

You can adjust prep times within Order Manager from tapping the Settings icon from the Otter home screen.

Adjust prep time per channel from the drop-down selection under Prep time column.

You can learn more about prep times and auto-accept here.