Direct Orders FAQ

Kurt De La Rosa
Kurt De La Rosa
  • Updated
Table of Contents

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Direct Orders FAQ

Direct Orders is our direct-to-consumer offering that enables eaters to order directly from merchants, allowing merchants to reduce commission fees associated with food delivery apps, and to better engage more directly with their customers.

  1. What is Direct Orders?
  2. How do I enable and manage online payments?
  3. How do I configure payment methods per fulfillment mode?
  4. How do I enable Pickup as a fulfillment mode?
  5. How do I enable/disable Dine-in as a fulfillment mode?
  6. How do I enable/disable Delivery as a fulfillment mode?
  7. How do I enable/disable Open Tabs for Dine-in orders?
  8. How do I enforce Payment first for Open Tabs Dine-in orders?
  9. How do I enable Split Payments?
  10. How do I enable/disable Table Number Input for Dine-in orders?
  11. How do I enable and configure Tips?
  12. How do I configure my Delivery settings like delivery radius, delivery time, and fees?
  13. How do I edit my store contact information and store description?
  14. How do I edit my menu(s)?
  15. How do I find the URL for my store’s Direct Orders site?
  16. How do I edit the logo & banner?
  17. How do I change item prices for my Direct Orders menu?
  18. How do refunds work?
  19. How do I create a Discount?
  20. How do I edit/manage an existing discount?
  21. How do I delete an existing discount?
  22. How do I enable/disable Scheduled Orders for pickup and delivery?

What is Direct Orders?

Direct Orders is our D2C offering that enables eaters to order directly from merchants, allowing merchants to reduce commission fees associated with OFOs, and to better engage more directly with their customers.

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How do I enable and manage online payments?

For all brands & stores - see Direct Orders Payment Setup guide.

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How do I configure payment methods per fulfillment mode?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Select the tab for the desired fulfillment mode and choose to accept Online, In-person, or Both.
    Screenshot 2023-07-25 at 5.13.38 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Select the tab for the desired fulfillment mode and toggle Override pickup settings.
    Screenshot 2023-07-31 at 8.13.14 PM.png

  5. In the Payment methods section, choose to accept Online, In-person, or Both.
    Screenshot 2023-07-27 at 11.56.17 AM.png

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How do I enable Pickup as a fulfillment mode?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Click Pickup and use the toggle to Offer pickup as a fulfillment mode for all brands & stores.
    Screenshot 2023-07-31 at 8.14.27 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the Pickup tab and toggle Override pickup settings.
    Screenshot 2023-07-31 at 5.55.54 PM.png

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How do I enable/disable Dine-in as a fulfillment mode?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Click Dine-in and use the toggle to Offer dine-in as a fulfillment mode for all brands & stores.
    Screenshot 2023-07-31 at 8.15.08 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the Dine-in tab and toggle Override dine-in settings.
    Screenshot 2023-07-31 at 5.56.49 PM.png

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How do I enable/disable Delivery as a fulfillment mode?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Click Delivery and use the toggle to enable it as a fulfillment mode.
    Screenshot 2023-07-31 at 8.15.57 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the Delivery tab and toggle Override delivery settings.
    Screenshot 2023-07-31 at 5.57.23 PM.png

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How do I enable/disable Open Tabs for Dine-in orders?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Click Dine-in and scroll down to the Open tab section and use the toggle to Enable open tab for dine-in orders for all brands & stores.
    Screenshot 2023-07-31 at 8.17.16 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the Dine-in tab and toggle Override dine-in settings.
    Screenshot 2023-07-31 at 5.56.49 PM.png

  5. Scroll down to the Open tab section and use the toggle to Enable open tab for dine-in orders.
    Screenshot 2023-07-31 at 8.17.16 PM.png

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How do I enforce Payment first for Open Tabs Dine-in orders?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Click Dine-in and scroll down to the Open tab section and use the toggle to Enforce payment first for all brands & stores.
    Screenshot 2023-08-02 at 12.22.38 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the Dine-in tab and toggle Override dine-in settings.
    Screenshot 2023-07-31 at 5.56.49 PM.png

  5. Scroll down to the Open tab section and use the toggle to Enforce payment first for the selected store.
    Screenshot 2023-08-02 at 12.23.11 PM.png

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How do I enable Split Payments?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Click Dine-in and scroll down to the Split payments section and use the toggle to Offer splitting payments for Open Tab Dine-In orders for all brands & stores.
    Screenshot 2023-07-31 at 8.18.31 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the Dine-in tab and toggle Override dine-in settings.
    Screenshot 2023-07-31 at 5.56.49 PM.png

  5. Scroll down to the Split payments section and use the toggle to Offer splitting payments for Open Tab Dine-In orders for the selected store.
    Screenshot 2023-07-31 at 6.01.02 PM.png

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How do I enable/disable Table Number Input for Dine-in orders?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Click Dine-in and scroll down to the Table number tracking section and use the toggle to Enforce table number collection for dine-in orders for all brands & stores.
    Screenshot 2023-07-31 at 8.21.06 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the Dine-in tab and toggle Override dine-in settings.
    Screenshot 2023-07-31 at 5.56.49 PM.png

  5. Scroll down to the Table number tracking section and use the toggle to Enforce table number collection for dine-in orders for all brands & stores.
    Screenshot 2023-07-31 at 6.02.13 PM.png

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How do I enable and configure Tips?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Select a fulfillment mode tab and toggle on Collect tips to enable tips, input custom amounts, and select the default option.
    Screenshot 2023-07-27 at 12.23.04 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the desired fulfillment mode tab and toggle Override pickup settings.
    Screenshot 2023-07-27 at 12.25.52 PM.png

  5. In the Tips section, toggle on Collect tips to enable tips, input custom amounts, and select the default option.
    Screenshot 2023-07-27 at 12.25.16 PM.png

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How do I configure my Delivery settings like delivery radius, delivery time, and fees?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. Click Delivery and configure the settings for all brands & stores.
    Screenshot 2023-07-31 at 6.04.01 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the Delivery tab and toggle Override delivery settings.
    Screenshot 2023-07-31 at 8.23.01 PM.png

  5. Configure delivery settings as desired.
    Screenshot 2023-07-31 at 8.23.29 PM.png

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How do I edit my store contact information and store description?

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. In the Location details section, input your store’s contact information and store description.
    Screenshot 2023-07-31 at 8.23.56 PM.png

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How do I edit my menu(s)?

  1. Please view the Self-Serve Menu Management guides for information on how to update menu items, categories, modifiers, etc.

  2. Publish the menu to desired Direct Orders locations in SSMM.

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How do I find the URL for my store’s Direct Orders site?

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. For published stores, the URL can be found underneath the address or by clicking the ellipse button and selecting Copy website link or Open store.
    Screenshot 2023-07-31 at 5.10.21 PM.png

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How do I edit the logo & banner?

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Upload desired images using the following guidelines:

    1. Minimum size guidelines: Logo at least 500x500 pixels, Banner at least 1000x1000 pixels.

    2. Content: Logo is a picture of the company/brand logo (if no logo exists, omit image), Banner is a picture of food, which may include the company logo.
      Screen Shot 2022-12-01 at 6.23.48 PM.png

  4. Press Save changes.

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How do I change item prices for my Direct Orders menu?

If the merchant wishes to have different pricing for Direct Orders than their OFOs, they will need to use the Price per service feature in SSMM.

  1. Open the menu in Otter and select the item you want to update.

  2. Under Edit Item, go to the ‘Advanced pricing' section.

  3. Under ‘Pricing Options’, select ‘Price per service’.

  4. Input desired price in the Direct Orders field and click Save changes.
    Screen Shot 2022-08-22 at 11.25.15 AM.png

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How do refunds work?

Restaurant operators have a few options when it comes to refunding eaters.

  1. For active orders in Order Manager, canceling the order will automatically issue a full refund.

  2. For completed orders in Order Manager, find the order in Order History and click Issue refund.

  3. For completed orders, operators can issue a partial or full refund in Otter>Orders.

  4. Operators can issue refunds directly from their Stripe portal for non-Flow of Funds countries. Currently, only the US is on Flow of Funds.

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How do I create a Discount?

  1. Navigate to the Marketing app from your Otter Hompage by opening the app list in the top-left corner.
    Screenshot 2023-07-31 at 5.38.45 PM.png

  2. Click Direct Orders Discounts on the left-sidebar then Create discount in the top-right corner.
    Screenshot 2023-07-31 at 5.39.45 PM.png

  3. Input the desired discount settings and click Save when done.
    Screenshot 2023-07-31 at 5.41.47 PM.png

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How do I edit/manage an existing discount?

  1. Navigate to the Marketing app from your Otter Hompage by opening the app list in the top-left corner.
    Screenshot 2023-07-31 at 5.38.45 PM.png

  2. Click Direct Orders Discounts on the left-sidebar then Create discount in the top-right corner.
    Screenshot 2023-07-31 at 5.39.45 PM.png

  3. Input desired changes in the discount settings window and click Save when done.
    Screenshot 2023-07-31 at 5.51.03 PM.png

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How do I delete an existing discount?

  1. Navigate to the Marketing app from your Otter Hompage by opening the app list in the top-left corner.
    Screenshot 2023-07-31 at 5.38.45 PM.png

  2. Click Direct Orders Discounts on the left-sidebar then Create discount in the top-right corner.
    Screenshot 2023-07-31 at 5.39.45 PM.png

  3. Scroll to the bottom of the page and click Delete discount under the discount code to deactivate.
    Screenshot 2023-07-31 at 5.43.42 PM.png

  4. Confirm deactivation by clicking Delete discount in the pop-up window.
    Screenshot 2023-07-31 at 5.44.37 PM.png

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How do I enable/disable Scheduled Orders for pickup and delivery?

For all brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Click Settings in the top-right corner.
    Screenshot 2023-07-31 at 5.02.04 PM.png

  3. In the Pickup or Delivery section, you can choose to enable scheduling and set the number of days to allow scheduling from same day only to 7 days.
    Screen Shot 2023-03-20 at 6.07.43 PM.png

For specific brands & stores

  1. Navigate to the Direct Orders app from your Otter homepage by opening the Apps list.
    Screenshot 2023-07-31 at 5.00.59 PM.png

  2. Under Brands, click View Stores to see the list of stores associated with the selected brand.
    Screenshot 2023-07-31 at 5.06.55 PM.png

  3. Click the Settings button.
    Screenshot 2023-07-27 at 11.46.12 AM.png

  4. Go to the Pickup or Delivery tab and toggle Override pickup/delivery settings.

  5. Use the toggle to enable scheduling and set the number of days to allow scheduling from same day only to 7 days.
    Screen Shot 2023-03-20 at 6.05.58 PM.png

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Troubleshooting

Does 86ing work for Direct Orders?

  1. Yes, 86ing is supported in Order Manager alongside other services.

Can I pause the Direct Orders storefront?

  1. Yes, pausing storefronts is supported in Order Manager alongside other services except for Dine-in.
    Screen Shot 2022-12-13 at 12.02.12 PM.png

Financials > Payouts does not show any data for Direct Orders.

  1. This is expected since Financials>Payouts is only supported for DoorDash, Uber Eats, and Grubhub. Payout data for Direct Orders can be found in:
    • Analytics > Business Performance (Advanced)
    • Billing > Payouts

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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.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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