Couriers & Logistics in New Order Manager

Kala Haley
Kala Haley
  • Updated

Overview

Cooking great food is one thing… food delivery for restaurants is its own challenge. Ensure your customers enjoy peak tastiness by choosing your own high-quality delivery partners.

Manage delivery fleets and a network of on-demand drivers to make sure your food gets delivered while upholding the integrity of your brand.


With Couriers, you can...

Have full control
Command a fleet of reliable drivers to get your orders to customers quickly, without wondering what happened from your door to theirs.

Keep costs low
Choose from flexible courier options and view pricing upfront to scale your business mindfully.

Expand the experience
Keep an eye on customer touchpoints from your kitchen to their door for a consistent quality experience throughout.

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Integrate everywhere
Otter integrates with 100+ top third-party restaurant services so no data points slip through the cracks.

Available integrations include:

  • Relay
  • Shipday
  • DoorDash Drive
  • Nash
  • ChowCall
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Request Couriers.jpg On-demand Drivers.jpeg Driver Management.jpeg
Increased order volume
Expand your capacity to accept direct online orders and reduce your reliance on higher cost third parties.
On-demand drivers
Send orders to platforms like DoorDash Drive and Relay for fast, reliable drivers with fair and transparent pricing.
Driver management
Manage existing drivers, automate dispatch, and efficiently deploy your drivers with integrations like Shipday and Nash.

 


Courier Order App Instructions

How to Set Up the Courier Assignment Mode?

1. Go to the Settings.

2. Select Orders in the left-side menu.

3. Locate the Couriers & Logistics section.

4. Under the Assignment mode, select either "Automatic" courier or "Manual" courier.

Settings → Orders → Couriers & Logistics settings.png

 

If (1) an order is a restaurant delivery order and (2) you have a 3PL connected with Otter, a “courier needed” label will be tagged to the order in the order feed.

You will need to either deliver the order via self-delivery or choose a delivery service provider to deliver the order for you.

Order Feed.png

How to Process Automatic Courier Orders


Request Quote
When a "courier needed" order is accepted, Otter automatically requests a delivery quote from the connected delivery service provider.
Request Quote.png

Quote Request Failure
If Otter fails to request a quote, you will receive a "Failed to find delivery" notification.

You can either click "Retry" to request another quote or "Self-deliver" to mark the order as self-delivery.

Quote request failure.png
Quote Request Success
Once Otter receives a quote from the delivery service provider, a courier request is automatically sent to the delivery service provider.
Quote request success.png
Courier Request Failure
If the request fails to find a courier, Otter pops a "Failed to find courier" notification. You can either "Retry" or choose to "Self-deliver" the order.
Courier Request Failure.png
Courier Request Success
Once a courier is successfully requested and assigned to the order, you can view more details in the order detail’s "Courier" tab.
Courier Request Success.png

How to Process Manual courier orders

On the order details page, you can click the "Request courier" button in the
bottom right-hand corner of the page to manually request a courier.
Manual Request Courier.png
Request Quote
A Request courier modal pops up and Otter starts to request quotes from the delivery service providers.
Request Quote .png
Quote Request Failure
If Otter fails to request a quote, you can click the refresh button to retry or mark the order as a "self-deliver" order.
Manual Request | Quote Request Failure.png

Quote Request Success
After Otter receives the delivery quotes, you can either choose "Self-deliver" or select a quote from the delivery providers and click "Request".

 

 

 

After clicking Request, the request courier modal closes and a black panel note shows up on the top of the screen to indicate Otter is requesting a courier from the selected delivery service provider. The black panel note states "Requesting courier for your order."

Quote Request Success | Manual Request (1).png

Requesting courier for your order.png

Courier Request Failure
If the request fails to find a courier, Otter pops a "Failed to find courier" notification and you can either "Retry" or choose "Self-deliver" the order.
Courier Request Failure | Manual Request.png
Courier Request Success
Once a courier is successfully requested and assigned to the order, you can view more details in the order detail’s "Courier" tab.
Courier Request Success | Manual Request.png

How to Handle Cancelled Courier Orders


After a courier is assigned to an order, you can cancel the delivery request or sometimes the courier may cancel the delivery request from their end.

 

Customer Initiated Cancellation

You can cancel the request by clicking the three dots button in the order details and then clicking "Cancel delivery".

NOTE: “Cancel delivery” is only available if the delivery service provider allows you to cancel the delivery request for a certain order.

 

 

 

A request cancellation modal will pop up, you can choose a cancel reason and then proceed to “Cancel delivery”, or choose to “Keep the courier”.

 

 

 

Once the request is cancelled, a black panel note will pop-up stating "Delivery cancelled. Please request a new courier" and the related order will be tagged as “Courier needed” again.

Customer Initiated Cancellation (1).png

Customer Initiated Cancellation  (2).png

Customer Initiated Cancellation (3).png

Courier Initiated Cancellation
If the assigned courier cancelled the delivery from their end, Otter pops a "Courier cancelled the delivery" notification and the related order will be tagged as “Courier needed” again. You can either mark the order as "Self-delivery" or "Request another" courier.
Courier Initiated Cancellation.png

 


Frequently Asked Questions

Q: Can I specify a delivery radius?

  • Yes. Otter lets you select a delivery radius so you can decide what makes the most sense for your business and your customers.

Q: Does Otter fulfill delivery orders automatically?

  • It’s up to you! You can select automatic dispatch or manual dispatch for your orders during setup. Depending on your selection, Otter will either automatically dispatch the order based on your cooking time, or you can manually request it when you’re ready. Either way, your courier will pick up the order and take it to your customer.

Q: Can I share order tracking info with my customers?

  • Yes, Otter lets you share a URL with your customers so they can see the progress of their order in real time.

Q: How can Otter integrations help simplify my delivery operations?

  • Integrate with platforms like DoorDash Drive and Relay to send orders to their on-demand network of fast, reliable drivers with fair and transparent pricing. Fleet management integrations like Shipday and Nash can help you manage an existing fleet, automate dispatch and efficiently deploy your drivers - plus connect to on demand network when needed.

 


 

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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