Frequently Asked Questions and Answers

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

A: Two things to check:

1. Funds on the Card: Ensure funds are loaded in the DeliverLogic system.

2. Funds in Stripe Account: Make sure there are sufficient funds in your Stripe account for issuing payments.

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)

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

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

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.

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.

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.

A: Contact DeliverLogic support and provide:

• DLID of the new location

• Location Name

• URL(s) to be allowed

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

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.

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.

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.

A: To check for potential Partner Pay errors:

1. Go to the driver's Payout Report.

2. Compare the Total Earned and Paid/In Transit columns.

3. If there's a difference, identify the orders that weren't fully paid.

4. Manually pay the driver the remaining balance for those orders and mark them as paid in the system.

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

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.

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.

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.

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.