Scheduled vs ASAP Orders: Prep Time Adjustments

Kala Haley
Kala Haley
  • Updated

Scheduled and ASAP orders each have unique challenges when it comes to adjusting preparation times. While ASAP orders generally follow a predictable process, scheduled orders can be more complex, depending on how each online ordering provider handles them.

Let’s dive into how prep time adjustments work for Scheduled and ASAP orders, and explore the key differences across the online ordering providers.

 


 

Scheduled Orders

Currently, scheduled orders do not honor manual prep time adjustments for any online ordering provider. We recommend adding a prep time adjustment to resolve this, but it’s up to the online ordering provider’s algorithm whether or not to consider it. 

Please be aware that the suggested prep times configured in Otter might not always be followed by the online ordering provider.
PlatformOrder Behavior
DoorDashScheduled orders are processed as ASAP orders
UberEatsScheduled orders are processed as ASAP orders
GrubHubCorrectly received as Scheduled orders

The webhook for scheduled orders is only triggered when the order reaches the threshold pickup time, which is calculated based on your store's default prep time.

  • For example, if the store's prep time is set to 30 minutes, the OFO will send the order 30 minutes before the scheduled pickup time.

How Scheduled Orders work in Order Manager

Scheduled tab for Scrape Integrations


When orders are scraped and recognized as scheduled, they should show up in the Scheduled Tab. However, they only appear if the scheduled time is greater than the store's default prep time.

  • If the scheduled order time is within the prep window (e.g., 30 minutes before pickup), the order will become visible immediately to ensure you have enough time to prepare it.
  • If the scheduled order time is outside the prep window, the order will remain hidden until it reaches the appropriate threshold, at which point it will be displayed for you to begin preparation.

Scheduled tab for API Integrations


UberEats and DoorDash

  • The orders come in as ASAP - they do not show up under scheduled tab.

GrubHub

  • Scheduled orders are recognized as scheduled and therefore appear under the 'Scheduled' tab.
  • Once the prep time threshold is reached, the order moves to the 'Active' window. Two potential scenarios could arise (see table below):
GrubHub Scheduled Order Potential Scenarios

Default prep time: Scheduled orders generally activate based on the prep time and default buffers set for the platform. Let's break down when the scheduled order will activate based on the information you provided:

  • Scheduled order time: Tomorrow at 12 PM.
  • Store's default prep time: 10 minutes.
  • General activation buffer: 20 minutes (with a 5-minute buffer).

The order activation time is as follows:

12:00 PM - 10 mins (prep time) - 20 mins (delivery buffer) - 5 mins (additional buffer)

This means the order would move to the "Active" feed at 11:25 AM

Pickup Time by GrubHub: Only when delivery time is provided by the online ordering provider, we take the pickup time provided by online ordering provider.

  • Scheduled order time: Tomorrow at 12 PM.
  • Pickup Time: 11:48 PM
  • Store's default prep time: 10 minutes.
  • General activation buffer: 20 minutes (with a 5-minute buffer).

The order activation time is as follows:

Pickup time (11:48 AM) - 10 mins (prep time) - 20 mins (delivery buffer) - 5 mins (additional buffer)

This means the order would move to the "Active" feed at 11:13 AM

 


 

ASAP Orders

ASAP orders follow a more straightforward approach when it comes to prep times, but there are still a few important things to note:

  • Prep Time Buffer
    • ASAP orders will typically honor the default prep time you set, with an additional buffer of 2-5 minutes to account for any fluctuations in timing.
  • OFO pickup Time
    • Sometimes, the delivery time is predetermined by the online ordering provider. When this happens, we consider the pickup time sent by the online ordering provider.
  • Manual Adjustments
    • If you manually adjust the prep time while accepting an order, the system will take it into account, but it may not always honor it.

 


 

Key Differences: Scheduled vs ASAP

FeatureGrubHubDoorDashUberEats
Scheduled Orders HandlingOrders recognized as scheduled and appear in the Scheduled TabScheduled orders often processed as ASAP ordersScheduled orders often processed as ASAP orders
Scheduled Prep Time AdjustmentsNot honoredNot honoredNot honored
Scheduled Tab VisibilityAppears in Scheduled Tab until prep threshold is reachedTreated as ASAP; not shown in Scheduled TabTreated as ASAP; not shown in Scheduled Tab
Default prep time for ASAP and Scheduled ordersConsideredConsideredConsidered
Manual Prep Time Adjustments for ASAP ordersManual adjustments mostly consideredManual adjustments mostly consideredManual adjustments mostly considered

 


 

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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