Adjusting Prep time

Overview

Preparation Time is the number of minutes needed to prepare an order before it is ready for pickup by the delivery courier.

When an order is accepted in Otter, the preparation time is automatically shared with the delivery platform. The delivery platform uses this information to schedule the courier's arrival, helping ensure the order is ready for pickup.

Example:

If the preparation time is set to 15 minutes, accepting the order tells the delivery platform that the order will be ready for pickup in 15 minutes.

Sceduled and ASAP orders

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.

Scheduled Order

ASAP Order

Do not honor manual prep time adjustments for any online ordering provider Manual Prep Times: Scheduled orders do not honor manual prep time adjustments; it is ultimately up to the online ordering provider's algorithm to determine the timing. Platform Behavior: DoorDash and UberEats process scheduled orders as ASAP (meaning they bypass the Scheduled tab), while GrubHub correctly categorizes them as Scheduled. Activation Timing: Orders remain hidden in the system until they reach their prep window. They will move to your "Active" feed based on the scheduled pickup time minus your default prep time and any standard delivery buffers. Scheduled Online Orders To learn more about how to manage and how it works, check the Scheduled Online Orders article.

Follow a more straightforward approach when it comes to prep times Prep Time Buffer: ASAP orders use your default prep time plus a 2-5 minute buffer. OFO Pickup Time: If the online ordering provider sets a predetermined delivery time, their requested pickup time is used. Manual Adjustments: Manual changes to prep times are considered but not guaranteed.

• Feature	Scheduled Orders	ASAP Orders
  When it appears (Visibility)	Hidden until the prep window begins (based on default prep time).	Appears immediately in your Active feed.
  Manual Prep Time Adjustments	Ignored by the platforms.	Considered, but not guaranteed.
  Timing & Buffers	Activates based on pickup time minus prep time and delivery buffers.	Uses default prep time plus a 2-5 minute buffer.
  UberEats & DoorDash Behavior	Processed exactly like ASAP orders (they skip the Scheduled tab).	Processed normally.
  GrubHub Behavior	Processed correctly (held in the Scheduled tab until the prep window hits).	Processed normally.

Prep Time Adjustments

• Step	Process	Image
  1	Sign in to Order Manager on the web.
  2	Select the menu icon (☰) in the upper-left corner of the screen.
  3	Select Integrations.
  4	Adjust the prep time by clicking the drop-down menu and setting your desired prep time for each delivery platform.

• Step	Process	Image
  1	On your Otter device, click the gear icon to go to Settings.
  2	Select Storefronts from the menu.
  3	For the delivery partner you want to update, select the dropdown to adjust the preparation time.
  4	Select the desired preparation time, then select Save to apply the changes.

Updated August 24, 2026 15:13