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...
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Have full control Keep costs low Expand the experience |
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Integrate everywhere Available integrations include:
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| 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?
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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. |
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.
How to Process Automatic Courier Orders
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Request Quote When a "courier needed" order is accepted, Otter automatically requests a delivery quote from the connected delivery service provider. |
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Quote Request Failure You can either click "Retry" to request another quote or "Self-deliver" to mark the order as self-delivery. |
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Quote Request Success Once Otter receives a quote from the delivery service provider, a courier request is automatically sent to the delivery service provider. |
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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. |
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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. |
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. |
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Request Quote A Request courier modal pops up and Otter starts to request quotes from the delivery service providers. |
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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. |
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Quote Request Success
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." |
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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. |
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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. |
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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. | |
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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. |
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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. |
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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.
Still need help? Reach out to our team:
| Chat with support by clicking the chat icon in the bottom right corner of the Otter Dashboard. |
+1 (888) 681-8837 Send us a text to the number above for assistance over text message. |
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