Multi-Store Ordering

Overview

Multi-Store Ordering allows eaters to order from multiple restaurants while ordering from a food hall or multi-brand kitchens. This feature allows an eater to select items from multiple available stores, build a single cart and checkout experience, and receive a unified receipt. 

Multi-Store Ordering is compatible for eaters ordering through:

• Direct Online Orders
• QR Code Ordering
• Otter Kiosk
• Otter Mini Kiosk

While this improves the experience for the eater and allows them to enjoy items from multiple stores— it makes it easy for each kitchen’s operations as well. Each restaurant will only receive, manage, and get reporting for their portion of the Multi-Store Order. 

Multi-Store Ordering on Kiosk Example

Adding Multi-Store Ordering Subscription

To add Multi-Store Ordering to your Otter subscription or add a brand to your existing Multi-Store Ordering, reach out to the Otter team for help.

If offering delivery fulfillment …
The third-party courier will need to be set up through the Parent account. 

If delivery is enabled and a courier is not set up through the Parent account— a different delivery partner will come for each individual store within the multi-store order. This will result in the eater’s order being delivered by multiple delivery partners and not arriving as a single order.

Pricing for Multi-Store Ordering

Pricing for Multi-Store Ordering depends whether you are the Parent account or a Vendor account for that Multi-Store.

• Parent Account: The Parent account for Multi-Store Ordering is the owner of the Multi-Store food hall or kitchen.
• Vendor Account: The Vendor account (also called the "Child account") for Multi-Store Ordering is the owner of a store being added to an existing Multi-Store Ordering account.

Check out the pricing for Parent and Vendor accounts below.

Product	Pricing
Multi-Store Kiosk (software)	$99/month
Kiosk 27” (hardware)	$289/month *Mounting plate $19
Multi-Store Online Ordering (website)	$85/month

Otter Subscription Required
In order to use Multi-Store Ordering, the Parent account must have an Otter base subscription of Otter Lite or Otter Standard.

Product	Pricing
Multi-Store Kiosk (software)	$20/month/store
Multi-Store Online Ordering (website)	$20/month/store

Otter Subscription Required
Otter Lite will be the base subscription added at $0/month charge for Vendor accounts.

Eater Experience Multi-Store Ordering

View the eater’s experience ordering from a Multi-Store Ordering enabled Otter Kiosk, Otter Mini Kiosk, and Direct Online Website below.

QR Code Multi-Store Ordering
Keep in mind, QR Code online ordering is the same experience as ordering through the Direct Online website— an eater would just need to scan a QR code to be directed to that website.

Learn more on that here.

• Multi-Store Ordering on Full size Otter Kiosk Example:

   

• Multi-Store Ordering on Mini Otter Kiosk Example:
   

• Multi-Store Ordering on Mini Otter Kiosk Example:
   

Managing Your Store for Multi-Store

To manage your individual store attached to a Multi-store Ordering parent account, you can oversee everything as you normally would within your Otter Dashboard. When a change is published or saved (like menu updates or brand photo changes) for your store’s location linked to the Multi-store, it will reflect within the Multi-store.

Owner of all Brands within Multi-Store
If you own all of the brands within a Multi-Store, you’ll be able to manage, get reporting, and update all brands from the parent account.

Keep in mind, you will only see reporting and data for your brand’s part of a multi-store order.

Item Level Discounts
Currently, Multi-store Ordering does not support menu item level discounts. If you have an item-level discount set, it will not show as an option for eaters within a Multi-store ordering experience.

Parent Account Setting Overrides

There are certain settings that are controlled by the Parent account that apply to the Child accounts within the Multi-store Ordering group. 

These are settings that fall within a shared experience by all brands— for example, since Multi-store Ordering combines order into a single cart experience, the tipping option presented to the eater is a shared experience that needs to be the same for all brands within the single cart checkout. 

Check below to view Parent account settings that are controlled by or will override Child account settings.

Conflicting Parent & Child Account Settings
If a Child account (individual store) settings listed above differ from those set by the Parent account— the setting within the Parent account will override the individual store’s settings for that Multi-store location.

Brand Logo & Banner

• Parent Account
  The logo and banner displayed at the top of the ordering homepage is set by the Parent Multi-store account.

  

• Vendor (Child) Account
  The logo and banner set for your restaurant set within your Direct Order settings within the Otter Dashboard will be the imagery used for the Multi-store Ordering.

  

  These will be automatically funneled through the Parent account once your store is connected to the Parent account.

Learn more about adding or editing a logo or banner here.

Brand Display Selection
For Kiosk and Mini Kiosk, you can select which brand(s) you'd like to display to eaters within the device's admin settings. 

Check out how to select brands to display on your device here.

Refunds for Multi-Store Ordering

Currently, for orders made through Multi-Store Ordering, refunds will need to be processed through the Otter Dashboard.

You can learn how to process a refund from the Otter Dashboard here.

Billing Admin User Required
Only users assigned the Billing Admin role can issue a refund in the Otter Dashboard.

FAQs

• No— at this time, refunds for orders placed through a Multi-Store Order will need to be initiated in the Otter Dashboard.

• No— currently, in order to add a brand to your Multi-Store Ordering, you’ll need to reach out to the Otter team for help.

• No— orders placed through Multi-Store Ordering will show as orders usually display and will not have an identifier attached to them.

• Yes— If you have multiple brands on the Kiosk, you can select and deselect which you’d like to display. Learn more on that here.

• No— currently, Loyalty is not supported for Multi-Store Ordering.

• Tips are divided based on the subtotal of each individual restaurant order within the multi-store order.

• If a store is closed or paused, it will show as temporarily unavailable or closed for eaters.

  

Updated July 24, 2025 18:13