Frequently Asked Questions and Answers

My Stripe Smart Pay Cards are Declining

Q: My Stripe Smart Pay cards are constantly declining, even when I have money loaded. What's wrong?

A: Two things to check:

Funds on the Card: Ensure funds are loaded in the DeliverLogic system.
Funds in Stripe Account: Make sure there are sufficient funds in your Stripe account for issuing payments.

Gift Card Double Charge Refund

Q: I was accidentally charged twice for a gift card. How can I get a refund?

A: Contact DeliverLogic support and provide the following:

Both Gift Card Codes
Customer Name
Customer Email
Customer Phone Number (optional)

Credit on Account Charged Again

Q: I have a credit on my account, but my card was still charged for a new invoice. Can I get a credit?

A: Contact DeliverLogic support with the following:

Invoice number with the credit
Invoice number with the new charge
Amount of the credit
Amount of the new charge

Ordering More Stripe Smart Pay Cards

Q: I need to order more Stripe Smart Pay cards for my drivers. How do I do that?

A: Contact DeliverLogic support and specify:

The number of cards needed
The shipping address

Payment Arrangement for DeliverLogic Balance

Q: Can I set up a payment arrangement for my outstanding DeliverLogic balance?

A: Contact DeliverLogic support to discuss your payment arrangement options. Be prepared to provide details of your financial situation and a proposed payment plan.

Rearranging Menu Headers in DeliverLogic

Q: Can I rearrange menu headers in the DeliverLogic system?

A: Yes! While editing a menu, you'll see a tab for Rearranging Headers. If this option disappears while editing individual items, simply navigate to another menu and then return to the one you want to edit—the option should appear again.

Locations, Zones & Zip Codes

11. Q: I'm getting an alert about merchants having zip codes outside my service zones, but I can't find them. How do I clear this error?

A: Contact DeliverLogic support and provide:

The exact error message you're seeing.
Any steps you've already taken to try and fix it.

DeliverLogic support can help you locate the problematic restaurants and adjust their zip codes or service zones.

12. Q: I need to add a new allowed location to my DeliverClub Branch. How can I do this?

A: Contact DeliverLogic support and provide:

DLID of the new location
Location Name
URL(s) to be allowed

13. Q: The auto-zoner is not placing a restaurant in the correct county. How can I fix this?

A: Contact DeliverLogic support, provide the restaurant name and its correct county. They can manually adjust the restaurant's location in the system.

Marketing & Communications

14. Q: My ActiveCampaign account says authentication isn't fully set up and I need a DMARC record. What do I do?

A: If your domain's nameservers don't point to DeliverLogic, you need to set up a DMARC record yourself. Contact your domain provider for help or follow these steps:

Log in to your DNS Management Console (usually through your hosting provider).
Find the DNS Records Section (often labeled "DNS Management," "DNS Settings," etc.).
Add a New TXT Record:
- Record Type: TXT
- Name/Host: _dmarc
- Value/Content: v=DMARC1; p=none;
Save the changes.

15. Q: My smart texts aren't working correctly. I'm only getting enroute and delivered texts, but no tracking link or order placed text. What's wrong?

A: Make sure smart texts are enabled in your DeliverLogic account. Then:

Go to Location > Customer Comms in your DeliverLogic backend.
Customize the messages, including adding the tracking link using the appropriate replacement token.

16. Q: Where can I find a report showing the software fees customers have paid, and how is it reflected on my bill?

A: You can find this information in the Order Transaction Breakdown report (Reports > Financial > Order Transaction Breakdown). The software fee is no longer a separate per-order charge. Instead, it's included in your monthly minimum fee, which will show as $0.01 on your invoices.

Driver Pay

17. Q: My driver's autopay is pending, and they claim they were shorted money. How can I investigate this?

A: To check for potential Partner Pay errors:

Go to the driver's Payout Report.
Compare the Total Earned and Paid/In Transit columns.
If there's a difference, identify the orders that weren't fully paid.
Manually pay the driver the remaining balance for those orders and mark them as paid in the system.

18. Q: The "Driver Auto Pay Weekly Wednesday" pay-interval option is missing. Can it be restored?

A: This is a known issue that DeliverLogic is working to resolve. Contact DeliverLogic support for updates on the fix.

App Related

19. Q: My app is missing from the Google Play Store. What happened?

A: Contact DeliverLogic support to confirm if an app was previously developed for your business. If so, they can help update and re-release the Android app.

20. Q: I need to update my app's logo. How do I do that?

A: Contact DeliverLogic support and provide the new logo file. The logo will be updated the next time your app is rebuilt and uploaded to the app store.

21. Q: When customers click restaurant-specific links, they're taken to the app's main page instead of the specific restaurant. How can I fix this?

A: This is a known issue related to deep linking in the Glue app. DeliverLogic is working on a solution. Contact DeliverLogic support for updates.

Onboarding

Q: What documents do I need to provide to get started with DeliverLogic?

A: To ensure a smooth onboarding process, you'll need to provide a few essential documents:

DBA (Doing Business As) document: Links your legal business name to your delivery service brand name. This is crucial for setting up your iOS app.
EIN (Employer Identification Number): Required for tax purposes and setting up your Marketing Portal and SMS marketing features.
Proof of Ownership (for iOS app transfer): If transferring an existing iOS app, provide proof of ownership to Apple.

Q: How do I set up my Stripe account for processing payments?

A: Follow these steps:

Go to the Payments Section in your DeliverLogic admin portal: <your_site_url>/admin/site/payments.
Complete the Stripe forms by providing business and bank account details.
Wait for Stripe's verification, which can take a few days.
Activate your account to start processing payments.

Q: What training is available to learn how to use the DeliverLogic software?

A: DeliverLogic offers Master Training Courses:

Course 1: Introduction to the platform, navigation, and setup.
Course 2: Setting up users, drivers, and restaurants.
Course 3: Menu management and using the automated menu builder.
Course 4: Order processing, dispatch, and financial reports.

Additionally, specialized courses cover OwG/GFO, Smart Support, and POS integrations.

Q: What is the process for getting my apps published in the app stores?

A: The process includes:

Create an Organizational Developer Account with Apple and Google.
Invite DeliverLogic as an admin to your accounts.
App Design and Build: DeliverLogic will handle design and provide proofs for approval.
App Submission: DeliverLogic submits the apps for review.
App Release: Once approved, apps are released in the app stores.

Q: How do I point my domain name to DeliverLogic?

A:

Get Nameservers from DeliverLogic.
Update DNS Settings: Log in to your domain registrar and replace your existing nameservers.
Wait for propagation, which may take a few hours.

Q: What is the process for setting up POS integration for my restaurants?

A:

Choose Middleware: Use companies like ItsaCheckmate or Chowly.
Submit Request through your DeliverLogic admin portal.
Middleware Onboarding: The middleware company will guide you through setup.
Testing and Activation: DeliverLogic will test and activate the integration once ready.

Q: How do I get Eatabit printers for my restaurants?

A:

Contact DeliverLogic support for pricing and ordering information.
Provide restaurant details for configuration.
Receive and Install: Follow the installation instructions.
Assign the printer to the restaurant in your admin portal.

Menus

Q: How do I add menus to the DeliverLogic system?

A:

Manual Entry through the menu editor in your admin portal.
Use the Automated Menu Builder for supported POS systems.
Submit a Menu Entry Form to DeliverLogic for them to input menus for a fee.

Q: How do I update menu prices?

A:

For manual updates, change the price in the "Base Price" field in the menu editor.
For POS integration, prices sync automatically when the restaurant updates their POS menu.

Q: How do I reorder menu headers?

A:

Delete and Rebuild headers in the desired order, then reassign menu items.

Q: How do I make a menu item unavailable?

A:

Hide the Item by setting its availability to hidden.
Use Batch Availability to set specific times or days for availability.

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ActiveMenus & Client Setup

Q: ActiveMenus is not displaying the correct delivery times for my restaurant. The delivery fee is correct, but the time is wrong. How do I fix this?

A: The delivery time displayed on ActiveMenus for Google Food Ordering (GFO) is not updated in real-time. Google processes this information from a large feed file at delayed intervals, making it difficult to synchronize the times perfectly.

Solution:

Set a Consistent Base Time: Set a consistent delivery time of 30 minutes across the board for more accurate representation.
Use Granular Prep Times: Set prep times for different times of day using the "Granular Prep Times" feature in the restaurant profile.
Enable Dynamic Quote Times: Turn on the "Dynamic Quote Times" setting to adjust quoted delivery times based on real-time factors.

Q: I'm trying to set up a new ActiveMenus client, and I need to create a new URL and whitelist their location. What are the steps involved?

A: Setting up a new client involves the following steps:

Sales Team:

Review Ticket: Ensure all client requirements are updated.
Create Client Record: Ensure the client record is accurately completed in the system.
Create Slack Channel: Set up a Slack channel for the client and sales team members.

Onboarding Team:

Verify Client Record: Ensure the client record is accurate.
Create Location: Add the location in the DeliverClub system and note the DLID (DeliverLogic Location ID).
Assign to Developer: Have the developer set up a new URL for the client (e.g., clientname.activemenus.com) and whitelist the location.

Onboarding Team (Round 2):

Verify URLs: Ensure the URLs are functional and restaurants are displaying correctly.
Set Up Restaurant Profile: Configure restaurant details like address, phone, zoning, etc.
Stripe Setup: Notify the client to set up their Stripe account.

User Management

Q: I'm trying to create a new user in DeliverLogic, but it says that the email address must contain a unique value. How do I add this driver?

A: This error usually means the email is already associated with an account, even if not visible.

Solution:

Check All User Lists: Double-check all user lists, including archived or hidden users.
Contact Support: If the email is still not found, contact DeliverLogic support for help in resolving duplicate accounts.

Order Features

Q: I'm trying to use the "Who is This Item For" feature when placing orders, but the restaurant is not receiving the information.

A: This feature is currently not working as intended. DeliverLogic is aware and working on a fix.

Workaround:

Use the "Special Instructions" field to indicate who each item is for.

Driver Payouts

Q: I'm trying to change the payout interval for a driver from weekly to daily, but the "Driver Auto Pay Weekly Wednesday" option is unavailable.

A: This option may be temporarily unavailable due to a system issue.

Solution:

Contact Support: DeliverLogic support can help adjust the payout interval.

GFO Agreements

Q: I'm trying to upload a new GFO agreement for a restaurant, but I can't upload multiple images. How do I upload the entire agreement?

A: The system currently only allows one image to be uploaded at a time.

Workaround:

Combine Images: Merge the agreement pages into a single file (e.g., a PDF or long screenshot) and upload that.

Financial Reports

Q: I'm seeing a charge on my financial report labeled "DL Payment Fees." What is this fee, and why am I being charged?

A: This charge might be related to a previous system issue involving driver overpayments.

Solution:

Contact Support: If you're unsure or concerned, reach out to DeliverLogic support for clarification.

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ActiveMenus & Client Setup

Q: ActiveMenus is not displaying the correct delivery times for my restaurant. The delivery fee is correct, but the time is wrong. How do I fix this?

A: The delivery time displayed on ActiveMenus for Google Food Ordering (GFO) is not updated in real-time. Google processes this information from a large feed file at delayed intervals, making it difficult to synchronize the times perfectly.

Solution:

Set a Consistent Base Time: Set a consistent delivery time of 30 minutes across the board for more accurate representation.
Use Granular Prep Times: Set prep times for different times of day using the "Granular Prep Times" feature in the restaurant profile.
Enable Dynamic Quote Times: Turn on the "Dynamic Quote Times" setting to adjust quoted delivery times based on real-time factors.

Q: I'm trying to set up a new ActiveMenus client, and I need to create a new URL and whitelist their location. What are the steps involved?

A: Setting up a new ActiveMenus client involves the following steps:

Sales Team:

Review Ticket: Ensure all client requirements are updated.
Create Client Record: Ensure the client record is accurately completed in the system.
Create Slack Channel: Set up a Slack channel for the client and sales team members.

Onboarding Team:

Verify Client Record: Ensure the client record is accurate.
Create Location: Add the location in the DeliverClub system and note the DLID (DeliverLogic Location ID).
Assign to Developer: Have the developer set up a new URL for the client (e.g., clientname.activemenus.com) and whitelist the location.

Onboarding Team (Round 2):

Verify URLs: Ensure the URLs are functional and restaurants are displaying correctly.
Set Up Restaurant Profile: Configure restaurant details like address, phone, zoning, etc.
Stripe Setup: Notify the client to set up their Stripe account.

Dispatch & Driver Payouts

Q: The "Time to Drop" column on the driver section of the dispatch screen is no longer showing data. This started after a recent code push. How do I fix this?

A: This issue was caused by a bug introduced in a recent code push. It has since been fixed.

Solution:

Update Software: Ensure that the DeliverLogic software is updated to the latest version.
Clear Cache: If you still don't see the "Time to Drop" column, clear your browser's cache.

Q: The "Driver Auto Pay Weekly Wednesday" payout interval is unavailable. How do I change a driver's payout interval?

A: This may be a system issue affecting payout intervals.

Solution:

Contact Support: Reach out to DeliverLogic support to adjust the payout setting.
Manually Adjust Payouts: Use the Driver Cashout Report to manually calculate and issue payouts until the issue is resolved.

Billing & Refunds

Q: I was charged for an invoice even though I had a credit on my account. Can I get a refund and have the credit applied to the invoice?

A: Yes, you can request a refund and have the credit applied.

Solution:

Contact Billing: Reach out to DeliverLogic's billing department.
Provide Invoice Details: Share both the credit and invoice numbers.
Request Refund: Ask for the credit to be applied and request a refund for the overcharged amount.

Q: I need to set up a restaurant profile using the ACH payment method. How do I do this?

A: To set up a restaurant profile with ACH:

Go to Restaurant Profile: Navigate to the restaurant's profile in the DeliverLogic admin portal.
Select ACH Payment: In the financial settings, choose "ACH" as the payment method.
Enter Bank Details: Input the restaurant's bank account information for ACH payments.
Save Changes: Save your updates to the restaurant's profile.

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1. [Payment Issues]

Q: A customer is experiencing a payment issue, and multiple cards have failed. What could be the problem?
A: There are several potential reasons:

Insufficient Funds: The card may not have enough funds to complete the order.
Incorrect Card Information: The customer may have entered the card details incorrectly.
Bank Decline: The customer’s bank may be declining the transaction.
Technical Issues: There could be a temporary issue with the payment system.

Solution:

Ask the customer to verify the card details.
Confirm there are no balance issues with your payment processor.
If the problem persists, contact support for assistance.

2. [Delivery Zone Polygon Map Issues]

Q: I'm trying to draw a delivery zone polygon, but the map isn’t loading. How can I fix this?
A: If the map fails to load:

Check Your Internet Connection: Ensure you have a stable connection.
Clear Your Cache: Try clearing your browser’s cache.
Try a Different Browser: The issue may be browser-specific.
Contact Support: If none of the above works, reach out to support.

3. [New Restaurant Not Showing]

Q: I’ve added a new restaurant, but it’s not appearing on the site. What could be the issue?
A: Common issues include:

Status Not Set to Active: Ensure the restaurant is marked as "Active" in the admin panel.
Hours of Operation: Check that the restaurant’s hours are set correctly.
Zone Assignment: Ensure the restaurant is assigned to a delivery zone.

Solution:

Double-check all settings and clear your browser cache before retrying. Contact support if it still doesn’t show.

4. [Help Pages/Knowledge Base Access Issues]

Q: I’m getting an error when trying to access the help pages or knowledge base. What should I do?
A: Try the following:

Check Internet Connection: Ensure you have a stable internet connection.
Clear Cache: Clear your browser cache and reload the page.
Try Another Browser: The issue may be browser-specific.

Contact support if the problem persists.

5. [Menu Pull from Toast Shows Negative Markup]

Q: When I pull a menu from Toast, the markup percentage is set to -10%. Why is this?
A: The negative markup is an error. The markup should be positive to increase prices.

Solution:

Change the markup to 0% or higher in the restaurant profile.

6. [Featured Dish Image Issues]

Q: When I upload a new Featured Dish image, it appears distorted or too large. What’s wrong?
A: The issue is likely due to the image’s size or aspect ratio.

Solution: