Random FAQ's
- Anthony Robert
Escrow Deposits
Sep 7, 2024
hey everyone so today I am going to go over a new feature that we call the escrow feature this is something that will allow you to automate your deposits even if you're using pay on pickup uh by holding funds in your account and still depositing uh a certain amount every day so you'll find this in the manage payments area
and under payout setup so you'll see here now there's a difference when you scroll down you're going to see that the daily have these boxes for Monday Tuesday Wednesday Thursday and Friday and you'll see here it says to fill out the boxes below to indicate how much money you would like to leave in your Ava available balance for each day if you enter a zero all available funds will be transferred automatically which means they'll go into your bank account if you leave a box blank no funds will be transferred and payouts for those days will be will be manual only ensure that Fridays efficient to cover Friday Saturday and Sunday because remember you're not getting new money on those days because they you know you're using most of your money for pay on pickup on Friday Saturday Sunday and then you're not getting deposits on those days uh and you can update these on on at any time so also notice the uh this message that using this will delay your deposits by One banking day so for example right here this client is keeping $500 in his available balance on Monday 500 on Tuesday 500 on Wednesday he bumps it up to 7 50 on Thursday and then to, 1300 on Friday to last them for the whole weekend so if you wanted to have deposits every day just normal you would just put in a zero everywhere and now you'll you'll essentially just get normal deposits let's say like once a week you just want everything to go into your account right what you would do remember if they're blank nothing happens you would have to manually deposit so let's say you just know like on Wednesday you want everything to deposit and then you'll just roll into the next week so you could put 500 here and what that means is on Wednesday everything would have built up for the whole week you'll get a deposit for the full amount that you had in your account minus $500 which will stay and then you could you know move on so let's just assume that you you don't really need that much on Monday Tuesday or Wednesday but you want to make sure you have enough for Friday so you want to build because maybe your Thursday deposit alone is not enough to get you through the weekend you could say like oh 500 on Thursday a thousand on on or 500 on Wednesday a th000 on Thursday and I'm just going to put 5,000 on Friday because essentially what that's saying is you know and of course depending on your size of your business you're just saying like hey look unless I have more than a 5,000 in my account Thursday night I I don't want anything deposited or you could even put you know you could put a 100,000 here which means that you're just you're just not going to get any money deposited right you you would only get up to that amount deposited that way that amount will still stay in your account so let's just say we're going to leave it at 5,000 what this would do then is you know you would go through the weekend let's say you'd having all this enough money to last you then on Monday nothing would happen Tuesday nothing would happen Wednesday you'd get a big deposit minus $500 Thursday you'd get your deposit your normal deposit minus $1,000 and then Friday you'd get your your normal deposit minus $5,000 which if your normal deposit is less than five grand you would get nothing but that would at least get you through the weekend so it's a great way to just kind of automate managing this um if you guys have any questions please let us know again if you just want normal daily deposits you just leave all these on zero uh you could still do manual deposits even if you're set here so you could see here if you if you wanted to leave these days blank and have like a big deposit on Wednesday or whatever day you want you could still at any point in time go in and do a manual deposit uh we hope you enjoy this new feature thanks so much and have a great day
New Chargeback System Aug 20, 2024
hey everyone today we're going to go over our new updated system for chargebacks so when you want to see what's going on with your chargebacks you're going to go into Financial
chargebacks make sure you select all your locations and then you can run for whatever time period you'd like in this case we're going to run from September 1st so you can see here we're showing the order that was disputed the Unix user which is nosh in this case whether they won or lost the reason the chargeback where it was deducted from so we have a new system how we're deducting which I'll go over the chargeback date deducted so the date that these funds were pulled then the amount of the initial charge back the fee then the total amount and then if it was returned because you won when it was returned so now to give you an example this order was charged back and if we want to see where this order ending in 1 180 where it was pulled from so we could cover that charge back and this is the date of the charge back so we're going to go into this order we're going to go down to the payment section and we'll see here that it charged a dispute we took a dispute from this order which is the same order on that report so now deliver logic's holding those funds and that happened on 915 and then on 922 those funds were returned due to this being one so if we want to find this we're going to go into uh manage payments now this says 922 depending on we're going to work on the timing on this but if you open your payments you you see there are four of them here and you go to
payouts now I actually no this because I just looked at it beforehand it it came in so early in the morning it was like 400 am that it caught on this 921 payout so if you went to 922 and searched for example which this this this payout includes 922 might take a second here so I'm at the this is 922 to 9 uh 924 I think so I'm just going to search for one and I'm not finding it uh oh was there an error actually it's just that those funds came through a day earlier as I mentioned before I just I know that because I searched before I made the video we're going to try to fix it and always give you the date of when it matches the payout but again stripe uses UTC we use regular so like we sent this back at on 9 922 Eastern but in UTC it was still 921 so I'm going to open that payout now that was
921 so now we're in 921 and again I'm going to search for one and you'll see here one and this is that that order we were looking at and remember there were four of them here they are all here they are all so they were pulled from Individual orders then they were all recorded on the same day so we just pushed them back into the account all on the same day and then it was part of the deposit on that day um thanks so much if you guys have any questions please create a support ticket through jira or post it on Facebook thank you
How to track orders to deposit Aug 26, 2024
all righty so I'm going to show you how to track an order to a deposit so the first thing I ran was just the daily Financial under reports Financial daily and I mean I I like this is like the base report to kind of show you the snapshot of the day but where I'm going to go to next is under this same area and it's called the or uh the order transaction breakdown but you can also access this through this report it's right here so if you click this it's going to open into this page now from here you're going to see every report or every order from that day you're going to see you know the store sub total the order total how much you collected of course you can collect less than the total um if there's like a coupon involved or something you're going to see all the fees that were deducted so this was a gfo order it paid the restaurant um and here are the total dedu uctions and then here's what you should get deposited from this order so now from here if you want to see your deposits you're going to go into manage payments which brings you here then you go to payouts now we are looking at the 10th so this is our report verse the stripe report so the stripe report is what comes directly from stripe and that's opened here um now this report's Prett Prett big because it Compares two side by side so if you have a big screen you can see it easily if not you know you just look at the thing here and we show you should have received 4387 and this is stripe directly from stripe we're pulling this right in and they're saying from that order you got 4387 now this doesn't show you why you got the 4387 again You' have to go back to this order let me zoom in a little on this and from here this is going to show you why you collected 85 you 855 came out for gfo 3306 came out for restaurant pay your total deduction so those two numbers added up are 4161 which subtracted by the total you collected is the 43 and again in the stripe that we're showing our reporting of that and stripe is right here showing the same and that's how you would track an order to a deposit
How to assign a default location to a driver Aug 28, 2024
hey everyone welcome back to another video and today we are going to talk about assigning a default location for your drivers now why do you want to do this basically if you have multiple locations in your delivery Market you want to make sure that the drivers have appropriate default location so this is the location to which they're going to log into when they're going to their driver app so the first thing you need to do is locate this driver if we go to users I will this is how I'm going to do it we're going to go to our test driver account I'm going to go and log in here and now you can see that we have our role as a driver which is correct and then you have these locations here now you can enable all locations for this driver or you can only enable one or two it's totally up to you and now you have the default location selector so here we will select the location that I want and simply hit save from here you can go to the drivers tab select the location in which you want to manage drivers or whatever it is you want to do and you can now click on this driver and assign them into the location as an active driver this is basically a workaround from drivers logging in from their app now once you do this you can go to manage and then you can select this driver and change anything you need to do like their delivery fees their information you can prioritize them you can have them inside of pick up pick up pockets and all those different things so we hope this helps let us know if you have any questions and we'll we'll see you all very very soon have a great day bye
Q: My Stripe smart pay cards are constantly declining, even when I have money loaded on the card. What's wrong?
A: There are two things to check:
Funds on the Card: You need to load funds onto the card in the DeliverLogic system.
Funds in Stripe Account: You MUST have sufficient funds in your Stripe account. Stripe now requires you to have the funds available in your account for issuing to work.
To check your available funds for issuing:
Go to Manage Payments in your DeliverLogic backend.
Click the Balance tab.
Add your Available and Pending balances. This sum is your available funds for issuing.
Q: I was accidentally charged twice for a gift card. How can I get a refund?
A: Contact DeliverLogic support and provide:
Both Gift Card Codes
Customer Name
Customer Email
Customer Phone Number (optional)
Q: I have a credit on my account, but you still charged my card for a new invoice. Can I get a credit for the charged amount?
A: Contact DeliverLogic support with:
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 you need and the shipping address.
Q: Can I set up a payment arrangement for my outstanding DeliverLogic balance?
A: Contact DeliverLogic support to discuss payment arrangement options. Be prepared to provide information about your financial situation and proposed payment plan.
Menus & Ordering
Q: Can I rearrange menu headers in the DeliverLogic system?
A: Yes! When editing a menu, you'll see a tab specifically for rearranging headers. However, this option disappears if you're editing individual menu items. To rearrange headers again:
Navigate to a different menu.
Return to the menu you want to edit. The rearrange option will be available again.
Q: My GFO orders are showing incorrect prices, sometimes even $0, and allowing cash payments when I don't accept cash. What's happening?
A: This usually happens when menu items lack a specified price in your markup structure.
Go to your menu settings.
Ensure ALL items have a price listed.
If the problem continues, contact DeliverLogic support.
Q: When a customer orders from multiple restaurants in one order, the driver app shows duplicated and mixed-up items. How can we fix this?
A: DeliverLogic is aware of issues with multi-restaurant orders and is working on solutions. For now, we recommend avoiding this feature as it can cause problems for drivers, restaurants, customers, and the auto-dispatch system.
Q: My POS integration is not working. Orders are not being sent to the restaurant's POS system. What should I do?
A: First, ensure the POS system is correctly integrated with DeliverLogic. If the problem persists:
Contact your POS provider for troubleshooting assistance.
Contact DeliverLogic support if you suspect the issue is on their end.
10. Q: My POS integration is working, but the menu is not loading correctly on the DeliverLogic platform. What could be wrong?
A: This could be due to a few reasons:
Outdated Menu: The menu in DeliverLogic might not be synced with your POS system. Contact your POS provider to ensure the menus are up to date.
Limited Hours: Your POS system might have specific availability hours for menu items. If you're accessing the menu outside those hours, items won't appear. Contact your POS provider to adjust availability hours.
Technical Issues: There might be a temporary connection issue between DeliverLogic and your POS system. Contact DeliverLogic support for assistance.
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.
22. Q: I need the Firebase SDK to set up my iOS app in Google Analytics 4 (GA4), but I don't have Firebase access. Can you provide it?
A: Yes, contact DeliverLogic support. They can provide the necessary Firebase SDK file (GoogleService-Info.plist) for your iOS app.
Other
23. Q: I requested to join the DeliverLogic Community Facebook group, but my request is still pending. How can I join?
A: Contact DeliverLogic support, and they can manually add you to the group.
24. Q: I'm a former DeliverClub member, but I still see DeliverClub-related information in my account. Can I be disconnected from that database?
A: Due to potential technical complications, switching servers after being part of DeliverClub is unlikely. However, contact DeliverLogic support to discuss specific issues you're facing. They might have alternative solutions.
25. Q: I received an email about my Apple Push Services Certificate expiring. What should I do?
A: To generate a new certificate:
Sign in to your Apple Developer account.
Go to Certificates, Identifiers & Profiles.
Follow the instructions to generate a new certificate.
You got it! Here are more FAQs derived from the provided data, continuing from where we left off:
Eatabit & Integrations
26. Q: I'm still being charged for Eatabit printers that I canceled and returned. How can I get a retroactive credit?
A: To stop billing and request a credit for returned Eatabit printers:
Email Eatabit: Send an email to stewart@eatabit.com with the Eatabit ID(s) and explain the situation (return, lost printer, etc.).
CC DeliverLogic: CC Matt@deliverlogic.com on the email to Eatabit.
Await Confirmation: DeliverLogic will cancel the printer(s) and issue a credit once they receive confirmation from Eatabit.
27. Q: My Checkmate POS integration isn't working, and I'm still being charged. I want to cancel it. What should I do?
A: Contact DeliverLogic support and request to cancel the Checkmate integration. They will disable the integration, and you will need to choose a different order placement method for the affected restaurant.
28. Q: I'm being charged $60 per location for Checkmate POS integration. Is this a monthly charge from Checkmate or DeliverLogic?
A: The $60 charge on your DeliverLogic invoice is DeliverLogic's monthly fee for the Checkmate POS integration service.
29. Q: My Chowly POS integration is not working. The menu is not loading at all. What can I do?
A: Here are some troubleshooting steps:
Check Restaurant Visibility: Ensure the restaurant is not hidden from customers in the Restaurant Info tab.
Verify Menu Setup: Try all available menus to see if any load correctly.
Check POS Availability: The issue might be with the POS system itself. Contact your POS provider to check for outages or errors.
Contact DeliverLogic Support: If the problem persists, contact DeliverLogic support for further assistance.
30. Q: My Chowly POS integration is working, but some menu items are not showing up. What could be the reason?
A: Possible reasons for missing menu items:
Limited Availability Hours: The restaurant might have set limited availability hours for certain items in their POS system. Contact your POS provider to adjust these hours if needed.
POS Synchronization Issues: The menu in DeliverLogic might not be fully synced with your POS system. Contact your POS provider to ensure proper synchronization.
Contact DeliverLogic Support: If you've ruled out the above possibilities, contact DeliverLogic support for further investigation.
GFO & OWG
31. Q: I'm seeing a "Menu is over the size limit" error for one of my restaurants on GFO, but another restaurant with the same menu doesn't have this issue. What's going on?
A: This discrepancy can occur due to variations in how Google processes menus for different locations.
Check GMB Opt-Out: The affected restaurant might have opted out of OWG (Order with Google) in their Google My Business account. Ask them to check their GMB settings and opt back in if needed.
Contact DeliverLogic Support: If the restaurant hasn't opted out, contact DeliverLogic support for assistance. They can investigate the issue with Google.
32. Q: I need a report that shows the top restaurants customers are ordering from through GFO. Where can I find it?
A: While there isn't a dedicated report for this, you can create a custom report in the Report Generator.
Go to Reports > Report Generator.
In the Orders Information section, look for the report named "GFO Orders per Restaurant All-Time" (DeliverLogic might have already created this for you).
If the report doesn't exist, you can create a new one using the available filters and data points.
33. Q: The GFO information in my DeliverLogic account is grayed out, and I can't change the service charge. Why is that?
A: The service fee area in the GFO tab is only editable by DeliverLogic staff. However, with the transition to RWG (Redirect with Google), you no longer need to edit those settings. The fees for GFO orders will be the same as your regular web and app order fees.
34. Q: I'm not seeing credit card fees applied to my GFO orders. Shouldn't they be added?
A: Credit card processing fees are included in the new GFO fee structure. While the GFO fee itself might be lower (e.g., 4.75%), your usual processing fees (e.g., 2.89% + $0.29 per transaction) are still applied. You can see a detailed breakdown of all fees in the Order Transaction Breakdown report.
35. Q: My GFO orders sometimes come in with an incorrect or unrecognized address, resulting in no delivery fee or driver commission. How can I fix this?
A: This is a known issue with Google allowing improperly formatted addresses. Here's what you can do:
Edit and Resave: Edit the address in the order details, ensuring it's correctly formatted, and then resave the order. This should trigger the system to recalculate the delivery fee and commission.
Contact DeliverLogic Support: If the issue persists or you need help identifying problematic orders, contact DeliverLogic support. They are working on a dispatcher alert to flag orders with bad addresses.
Account Management & General
36. Q: I'm selling my business. What do I need to do to transfer my DeliverLogic account to the new owner?
A: The process depends on whether the new owner is taking over your existing LLC or creating a new one. Contact DeliverLogic support and they will guide you through the necessary steps, which may include:
Updating Stripe account information
Creating a temporary location for the new owner's Stripe account
Switching Stripe accounts on the specified date
Archiving the old Stripe account
37. Q: I need to change the legal information for my LLC, such as ownership percentages. Do I need to update my DeliverLogic account?
A: If you are keeping the same LLC and Stripe account, you only need to update the verified persons on your Stripe account. You can do this in the Manage Payments area of your DeliverLogic backend.
38. Q: I'm a reseller for ActiveMenus. How do I onboard a new restaurant?
A: Follow these steps:
Submit Onboarding Form: Provide the restaurant's details, menu information, and payment information through the onboarding form.
Create a Slack Channel: A dedicated Slack channel will be created for communication between you, the restaurant, and the ActiveMenus team.
Onboarding Guidance: The ActiveMenus team will guide you through the onboarding process, including setting up payment systems and creating the menu.
39. Q: What is the onboarding fee for ActiveMenus, and who pays it?
A: The standard onboarding fee is $250 per restaurant, covering setup, menu building, tablet programming, and basic support. As the reseller, you have options:
Invoice the restaurant directly.
Include the fee in your pricing.
Utilize promotions like the FREE ONBOARDING PASS, earned through tasks like providing testimonials or onboarding multiple restaurants.
40. Q: I received an email about Google Play Account Verification. What should I do?
A: Contact DeliverLogic support for guidance on the Google Play account verification process. They can help you understand the requirements and deadlines.
While we've covered a lot of ground, there are still a few more FAQs we can extract from the data, focusing on less frequent but still important issues:
Email Deliverability & Troubleshooting
41. Q: My customers are reporting that they're not receiving emails from DeliverLogic, such as order confirmations or group ordering invites. What could be the problem?
A: Email deliverability issues can be tricky. Here's a breakdown of common causes and solutions:
Bounce or Block Lists: Check your SendGrid account for bounced or blocked email addresses. Remove any erroneous entries.
Spam Filters: Advise customers to check their spam folders and mark emails from DeliverLogic as "not spam."
Firewall Issues: The customer's company might have a firewall blocking emails from DeliverLogic. They'll need to work with their IT department to whitelist DeliverLogic's domain or IP addresses.
Incorrect Email Addresses: Double-check that the email addresses are entered correctly in your system.
Email Server Issues: Occasionally, there might be temporary issues with DeliverLogic's email servers. Contact DeliverLogic support if you suspect this is the case.
42. Q: I'm having trouble sending email campaigns through ActiveCampaign. It says my domain needs authentication. What should I do?
A: To authenticate your domain in ActiveCampaign, you need to add specific DNS records.
Access DNS Settings: Log in to your domain registrar (e.g., GoDaddy, Namecheap) and find your DNS settings.
Add Records: Add the CNAME and TXT records provided by ActiveCampaign. The exact records will vary depending on your account, so refer to ActiveCampaign's instructions.
Verify: Once the records are added, ActiveCampaign will verify your domain, allowing you to send campaigns without issues.
43. Q: I'm getting a "550 Message filtered due to security policies" error when sending emails to a specific company. What does this mean, and how can I fix it?
A: This error indicates that the recipient's email server (likely using a service like Mimecast) is blocking emails from DeliverLogic due to their security settings.
Contact Recipient's IT: The recipient's IT department needs to adjust their email security policies to whitelist DeliverLogic's domain or IP addresses.
Provide IP Addresses: Provide the recipient's IT with a list of DeliverLogic's IP addresses to ensure all necessary ones are whitelisted.
App Development & Updates
44. Q: I need an iOS app for my business, but I don't have an Apple Developer account. What should I do?
A: DeliverLogic can create and publish an iOS app for you, but you need an Organizational Apple Developer account.
Create Account: Enroll in Apple's Developer Program and create an Organizational account. You'll need your company's DUNS number.
Add DeliverLogic as Admin: Once your account is set up, add matthanley314@gmail.com and ammardev98@gmail.com as admins so DeliverLogic can manage your app.
45. Q: My Android app is outdated and not working properly. Can you update it?
A: Yes, DeliverLogic can update your Android app. Contact DeliverLogic support and they will assist you with the process.
Data & Reporting
46. Q: I need to access historical data from my DeliverLogic account, but I've already switched to a different platform. How can I do that?
A: Contact DeliverLogic support and request a historical URL for your account. They will provide you with a link to access your past data.
47. Q: I'm having trouble understanding my financial reports. Can you help me interpret them?
A: DeliverLogic offers financial training during their recurring calls. You can register for these calls on their website to learn more about understanding your financial reports.
General Troubleshooting
48. Q: I'm experiencing an issue that's not covered in this FAQ. What should I do?
A: Contact DeliverLogic support for assistance. Be prepared to provide detailed information about the problem you're experiencing, including any error messages, steps you've already taken, and screenshots if applicable.
Proactive Tips
49. Q: How can I stay informed about new features, updates, and training opportunities from DeliverLogic?
A: DeliverLogic hosts recurring calls covering various topics, including basic training, marketing, new features, and financial training. Register for these calls on their website to receive notifications and stay up-to-date.
50. Q: What's the best way to prevent email deliverability issues with my customers?
A: Proactively address potential email problems:
Encourage Whitelisting: Ask your customers to add DeliverLogic's domain (http://deliverlogic.com ) to their email whitelist or safe senders list.
Provide IP Addresses: If customers are using strict email security, provide them with a list of DeliverLogic's IP addresses to whitelist.
Advise Checking Spam Folders: Remind customers to check their spam folders for emails from DeliverLogic and mark them as "not spam" if found.
While we've covered a lot of ground, there are still a few more FAQs we can extract from the data, focusing on less frequent but still important issues:
Email Deliverability & Troubleshooting
41. Q: My customers are reporting that they're not receiving emails from DeliverLogic, such as order confirmations or group ordering invites. What could be the problem?
A: Email deliverability issues can be tricky. Here's a breakdown of common causes and solutions:
Bounce or Block Lists: Check your SendGrid account for bounced or blocked email addresses. Remove any erroneous entries.
Spam Filters: Advise customers to check their spam folders and mark emails from DeliverLogic as "not spam."
Firewall Issues: The customer's company might have a firewall blocking emails from DeliverLogic. They'll need to work with their IT department to whitelist DeliverLogic's domain or IP addresses.
Incorrect Email Addresses: Double-check that the email addresses are entered correctly in your system.
Email Server Issues: Occasionally, there might be temporary issues with DeliverLogic's email servers. Contact DeliverLogic support if you suspect this is the case.
42. Q: I'm having trouble sending email campaigns through ActiveCampaign. It says my domain needs authentication. What should I do?
A: To authenticate your domain in ActiveCampaign, you need to add specific DNS records.
Access DNS Settings: Log in to your domain registrar (e.g., GoDaddy, Namecheap) and find your DNS settings.
Add Records: Add the CNAME and TXT records provided by ActiveCampaign. The exact records will vary depending on your account, so refer to ActiveCampaign's instructions.
Verify: Once the records are added, ActiveCampaign will verify your domain, allowing you to send campaigns without issues.
43. Q: I'm getting a "550 Message filtered due to security policies" error when sending emails to a specific company. What does this mean, and how can I fix it?
A: This error indicates that the recipient's email server (likely using a service like Mimecast) is blocking emails from DeliverLogic due to their security settings.
Contact Recipient's IT: The recipient's IT department needs to adjust their email security policies to whitelist DeliverLogic's domain or IP addresses.
Provide IP Addresses: Provide the recipient's IT with a list of DeliverLogic's IP addresses to ensure all necessary ones are whitelisted.
App Development & Updates
44. Q: I need an iOS app for my business, but I don't have an Apple Developer account. What should I do?
A: DeliverLogic can create and publish an iOS app for you, but you need an Organizational Apple Developer account.
Create Account: Enroll in Apple's Developer Program and create an Organizational account. You'll need your company's DUNS number.
Add DeliverLogic as Admin: Once your account is set up, add matthanley314@gmail.com and ammardev98@gmail.com as admins so DeliverLogic can manage your app.
45. Q: My Android app is outdated and not working properly. Can you update it?
A: Yes, DeliverLogic can update your Android app. Contact DeliverLogic support and they will assist you with the process.
Data & Reporting
46. Q: I need to access historical data from my DeliverLogic account, but I've already switched to a different platform. How can I do that?
A: Contact DeliverLogic support and request a historical URL for your account. They will provide you with a link to access your past data.
47. Q: I'm having trouble understanding my financial reports. Can you help me interpret them?
A: DeliverLogic offers financial training during their recurring calls. You can register for these calls on their website to learn more about understanding your financial reports.
General Troubleshooting
48. Q: I'm experiencing an issue that's not covered in this FAQ. What should I do?
A: Contact DeliverLogic support for assistance. Be prepared to provide detailed information about the problem you're experiencing, including any error messages, steps you've already taken, and screenshots if applicable.
Proactive Tips
49. Q: How can I stay informed about new features, updates, and training opportunities from DeliverLogic?
A: DeliverLogic hosts recurring calls covering various topics, including basic training, marketing, new features, and financial training. Register for these calls on their website to receive notifications and stay up-to-date.
50. Q: What's the best way to prevent email deliverability issues with my customers?
A: Proactively address potential email problems:
Encourage Whitelisting: Ask your customers to add DeliverLogic's domain (http://deliverlogic.com ) to their email whitelist or safe senders list.
Provide IP Addresses: If customers are using strict email security, provide them with a list of DeliverLogic's IP addresses to whitelist.
Advise Checking Spam Folders: Remind customers to check their spam folders for emails from DeliverLogic and mark them as "not spam" if found.
DeliverLogic Support Desk FAQ (Continued)
Billing & Payments
41. Q: I'm unable to activate certain Stripe Smart Pay cards and can't order more. What's going on?
A:
Activate Shipped Cards: You should be able to activate any cards listed as "Unactivated Shipped" in your Smart Pay system.
Check Assigned Cards: Ensure there are no active but assigned cards on your list. If there are, you may need to unassign them before ordering more.
Contact Support with Video: If you continue to experience issues, record a video demonstrating the activation attempt and any errors you encounter. Share this video with DeliverLogic support for further assistance.
42. Q: I was charged twice for a POS integration. One restaurant closed, and the other's integration never worked. Can I get a reimbursement?
A: DeliverLogic typically handles billing errors on a case-by-case basis. Contact support and provide the following details:
Invoice number where the double charge occurred.
Restaurant names and any relevant details about the closure and non-functional integration.
Amount you believe you were overcharged.
DeliverLogic support will review the situation and issue a credit if appropriate.
43. Q: I was charged for a Chowly integration for a drink menu on my website, but it's not actually integrated. Can I get a refund?
A: Contact DeliverLogic support and provide the following information:
Invoice number where the charge occurred.
Name of the drink menu and confirmation that it's not integrated with Chowly.
DeliverLogic support will investigate and issue a credit if the charge was erroneous.
44. Q: I need to update the business information on my Stripe account, including ownership details. What steps should I take?
A: The process depends on whether you are changing the LLC or just updating ownership within the same LLC.
Same LLC: If you are keeping the same LLC, simply update the verified persons on your Stripe account. You can do this in the Manage Payments section of your DeliverLogic backend.
New LLC: If you are creating a new LLC, you will need to set up a new Stripe account. Contact DeliverLogic support for guidance on creating a temporary location, setting up the new account, and switching over on the desired date.
45. Q: My direct deposit from DeliverLogic was returned by my bank, but Stripe doesn't show any record of the transfer or return. What happened?
A: Contact your bank to investigate the reason for the returned deposit. It's possible there was a hold on the transfer from Stripe that has since been cleared. If the issue persists, contact DeliverLogic support with the details provided by your bank.
46. Q: I'm seeing an error message when trying to batch an order that says it can't be captured because it has already been captured. What's wrong?
A: This error can occur due to issues with Stripe processing. Contact DeliverLogic support and provide the order number. They can investigate the issue within Stripe and ensure the order is properly reconciled.
47. Q: I'm having trouble setting up a new Stripe account for my location. It keeps saying more information is needed, even though I've filled out all the fields. What should I do?
A: Stripe often requires additional verification for new accounts. Contact DeliverLogic support, and they can provide you with specific links to complete the necessary forms and verify your account.
48. Q: My virtual credit card (VCC) for paying restaurants is being declined. What could be the problem?
A: Several factors can cause VCC declines:
Insufficient Funds: Ensure you have enough funds in your Stripe account to cover the transaction.
Incorrect Billing Address: Double-check that the billing address associated with the VCC is correct and matches what the restaurant expects.
Card Restrictions: Some restaurants might have restrictions on accepting VCCs. Contact the restaurant to confirm their payment policies.
Technical Issues: There might be a temporary issue with Stripe or the VCC itself. Contact DeliverLogic support for assistance.
49. Q: I accidentally used my virtual credit card for personal purchases instead of restaurant orders. Can I get a refund?
A: Virtual credit cards are strictly for business use, specifically for paying restaurants. Using them for personal purchases violates DeliverLogic's terms of service. Contact DeliverLogic support to discuss the situation, but refunds for unauthorized personal purchases are not guaranteed.
50. Q: My Stripe account shows an "Available" balance of $0, even though I have a "Pending" balance. Why can't I use the pending balance for issuing Smart Pay cards?
A: Stripe's issuing system requires funds to be in your Available balance, not the Pending balance. The Pending balance represents funds from batched orders that haven't settled yet.
Switch to Manual Payouts: To have more control over your Available balance, switch from automatic daily payouts to manual payouts in your Stripe settings. This allows you to keep funds in your Available balance for issuing.
Use a Credit Card: Consider using a business credit card for issuing, as this allows you to pay off the balance monthly instead of relying solely on your Stripe account balance.
Orders & OrderLogic
51. Q: My restaurant's OrderLogic tablet is not receiving orders. What should I do?
A: Troubleshooting steps:
Check Tablet Connectivity: Ensure the tablet is connected to the internet and OrderLogic is running.
Update OrderLogic: Update to the latest version of OrderLogic if available.
Verify Tablet Check-In: Confirm that the tablet has checked in with the DeliverLogic system recently.
Contact DeliverLogic Support: If the issue persists, contact DeliverLogic support for assistance.
52. Q: I received a Smart Support call before the order appeared on my restaurant's OrderLogic tablet. Why is that happening?
A: This is a known issue related to the notification system for OrderLogic. DeliverLogic is working on a resolution. In the meantime, if you receive a Smart Support call before the order appears on your tablet, wait a few minutes for the order to arrive.
53. Q: Is there a way for my partnered restaurant to create call-in orders directly through their OrderLogic tablet?
A: Currently, there is no method for restaurants to create call-in orders through the OrderLogic tablet. Call-in orders must be placed through the DeliverLogic dispatch system.
54. Q: Can I use an Epson TM-m30ii printer with OrderLogic for Bluetooth printing?
A: While OrderLogic has a Bluetooth printing option, Epson printers have not been successfully integrated with OrderLogic. You may find alternative solutions or workarounds in the DeliverLogic Community Facebook group.
55. Q: When a customer orders from multiple restaurants in one order, the driver app shows duplicated and mixed-up items. How can we fix this?
A: DeliverLogic is aware of issues with multi-restaurant orders and is working on solutions. For now, we recommend avoiding this feature as it can cause problems for drivers, restaurants, customers, and the auto-dispatch system.
Menus & General
56. Q: Can I rearrange menu headers in the DeliverLogic system?
A: Yes! When editing a menu, you'll see a tab specifically for rearranging headers. However, this option disappears if you're editing individual menu items. To rearrange headers again:
Navigate to a different menu.
Return to the menu you want to edit. The rearrange option will be available again.
57. Q: I'm trying to edit my menu, but the system is slow and unresponsive. What can I do?
A: Editing menus back-to-back can sometimes cause the system to slow down. Try logging out of your DeliverLogic account and logging back in. This often resolves performance issues.
58. Q: I'm trying to add cuisine tags to my restaurant, but they keep disappearing after I save. What's wrong?
A: This is a known issue that DeliverLogic is working to resolve. In the meantime, try adding tags one at a time and saving after each addition. If the problem persists, contact DeliverLogic support.
59. Q: I'm trying to set up a new restaurant, but I can't find the option to add a menu. Where is it?
A: The menu setup is typically part of the onboarding process. If you're missing this option, contact DeliverLogic support for assistance.
60. Q: I'm trying to use a pre-existing restaurant profile as a template for a new restaurant, but the normalized merchant information is still showing the old information. How can I fix this?
A: After copying the profile, ensure you update ALL the information, including the normalized merchant info section. If the old information persists, contact DeliverLogic support for assistance.
61. Q: I accidentally purchased duplicate gift cards. How can I get a refund?
A: Contact DeliverLogic support and provide:
Both Gift Card Codes
Customer Name
Customer Email
Customer Phone Number (optional)
62. Q: I was charged twice for a gift card. How can I get a refund?
A: Contact DeliverLogic support and provide:
Both Gift Card Codes
Customer Name
Customer Email
Customer Phone Number (optional)
63. Q: I purchased a gift card, but it was an accident. Can I get a refund?
A: Contact DeliverLogic support and provide the Gift Certificate Code you wish to have refunded.
64. Q: I'm selling my business. What do I need to do to transfer my DeliverLogic account to the new owner?
A: The process depends on whether the new owner is taking over your existing LLC or creating a new one. Contact DeliverLogic support and they will guide you through the necessary steps, which may include:
Updating Stripe account information
Creating a temporary location for the new owner's Stripe account
Switching Stripe accounts on the specified date
Archiving the old Stripe account
65. Q: I need to change the legal information for my LLC, such as ownership percentages. Do I need to update my DeliverLogic account?
A: If you are keeping the same LLC and Stripe account, you only need to update the verified persons on your Stripe account. You can do this in the Manage Payments area of your DeliverLogic backend.
66. Q: I want to cancel my DeliverLogic account. What are the steps?
A: Contact DeliverLogic support to request cancellation. They will guide you through the process, which includes:
Data Export: Exporting all necessary reports and data for your records.
Subscription Cancellation: Canceling any recurring subscriptions or services.
Hardware Return: Returning any leased hardware, such as tablets or printers.
67. Q: I'm having trouble accessing my old DeliverLogic account data. Can you help me retrieve it?
A: Contact DeliverLogic support and request a historical URL for your account. They will provide you with a link to access your past data, if available.
68. Q: I'm having trouble understanding my financial reports. Can you help me interpret them?
A: DeliverLogic offers financial training during their recurring calls. You can register for these calls on their website to learn more about understanding your financial reports.
Driver Pay & DriverLogic App
69. 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.
70. Q: My driver's autopay is not working. Their account keeps showing as unverified, even though all the information is correct. What's wrong?
A: This issue could be due to various reasons, such as:
Stripe Verification: Stripe might require additional verification for the driver's account. Check for any pending actions or requests from Stripe in the driver's account settings.
Account Setup: Ensure the driver is set up as the primary representative and owner of their Stripe account.
Technical Issues: There might be a temporary issue with Stripe or DeliverLogic's integration. Contact DeliverLogic support for assistance.
71. Q: My driver is not receiving their deposits properly. What should I do?
A: Troubleshooting steps:
Check Driver's Stripe Account: Ensure the driver's Stripe account is set up correctly and active.
Review Payout Report: Verify that the driver's earnings are accurately reflected in the payout report.
Check Stripe Balance: Ensure there are sufficient funds available in your Stripe account for payouts.
Contact DeliverLogic Support: If the issue persists, contact DeliverLogic support for assistance.
72. 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.
73. Q: My driver is having trouble logging into their DriverLogic account. What should I do?
A: Here are some troubleshooting steps:
Check Email and Password: Ensure the driver is entering the correct email address and password.
Reset Password: If the driver has forgotten their password, use the "Forgot Password" option on the login page.
Clear Cache and Cookies: Sometimes, outdated information in the browser cache can cause login issues.
Try a Different Browser: If the driver is still having trouble, try logging in using a different browser.
Contact DeliverLogic Support: If none of the above solutions work, contact DeliverLogic support for assistance.
74. Q: My drivers are not receiving order notifications. What could be the problem?
A: Possible reasons for missing notifications:
Notification Settings: Ensure the drivers have enabled notifications in their DriverLogic app settings.
Internet Connection: Check if the drivers have a stable internet connection.
App Background Activity: Some devices restrict background activity for apps, which can prevent notifications. Drivers might need to adjust their device settings.
Contact DeliverLogic Support: If the issue persists, contact DeliverLogic support for assistance.
75. Q: My drivers are receiving multiple text messages for the same order from different numbers. Why is this happening?
A: This issue can occur due to a bug in the DriverLogic app or a problem with the driver's phone or carrier.
Check App Version: Ensure the driver is using the latest version of the DriverLogic app.
Restart App: Have the driver try restarting the app.
Reinstall App: If restarting doesn't work, have the driver try reinstalling the app.
Check Phone and Carrier: If the issue persists, it might be related to the driver's phone or carrier. Have them contact their carrier for assistance.
Contact DeliverLogic Support: If none of the above solutions work, contact DeliverLogic support for assistance.
76. Q: My driver's app is not auto-refreshing, and they are not seeing new orders until they manually refresh. What's wrong?
A: This issue can be caused by various factors, including:
Internet Connection: Check the driver's internet connection. A weak or unstable connection can prevent the app from refreshing properly.
App Background Activity: Some devices restrict background activity for apps, which can affect auto-refresh. The driver might need to adjust their device settings.
App Bug: There might be a bug in the DriverLogic app causing the auto-refresh to malfunction.
Contact DeliverLogic Support: If the issue persists, contact DeliverLogic support for assistance.
77. Q: My driver is complaining that their earnings on the payout report are inaccurate. How can I investigate this?
A: Review the driver's payout report and:
Check Order Details: Verify that all completed orders are listed on the report and that the earnings for each order are accurate.
Compare with Driver App: Compare the payout report with the driver's earnings history in their DriverLogic app.
Contact DeliverLogic Support: If you find discrepancies, contact DeliverLogic support for assistance.
78. Q: I need to deactivate a driver's account. How can I do that?
A: You can typically deactivate a driver's account in the Users section of your DeliverLogic backend. If you're unsure how to do this, contact DeliverLogic support for guidance.
79. Q: I'm having trouble communicating with my drivers. What are the best ways to reach them?
A: DeliverLogic might offer various communication channels for drivers, such as:
In-App Messaging: Send messages to drivers through the DriverLogic app.
SMS: Send text messages to drivers.
Email: Communicate with drivers via email.
Phone Calls: Make phone calls to drivers if necessary.
80. Q: I'm having trouble with my driver payouts. What should I do?
A: Here are some common driver payout issues and solutions:
Driver Not Paid: Ensure that the driver's Stripe account is set up correctly and that there are sufficient funds available in your Stripe account.
Payout Delays: If there are delays in driver payouts, contact DeliverLogic support for assistance.
Payout Mismatch: If the driver's payout amount is incorrect, review the driver's payout report and contact DeliverLogic support if you are experiencing issues.
Website & Design
81. Q: The website navigation button on my computer browser is not working. It's just a blank circle. How can I fix this?
A: This issue is likely due to a missing or corrupted hamburger menu icon. Contact DeliverLogic support, and they can fix the issue and restore the navigation button.
82. Q: I want to change the food pictures that scroll on my website's homepage. How can I do that?
A: Contact DeliverLogic support and provide the new images you want to use. Specify the desired order for the images. Ensure the images are high-resolution (at least a few thousand pixels by a few thousand pixels) for optimal display quality.
83. Q: I want to add a "Catering" tab to the header of my website and have it display only catering menus. Is that possible?
A: Yes, DeliverLogic can add a "Catering" tab to your website's header and configure it to display only catering menus. Contact their support team to request this feature.
84. Q: I want the "Catering" option in the hamburger menu to link to the same page as the "Catering" tab in the header. Is that possible?
A: The "Catering" button in the hamburger menu is hardcoded to link to a specific page that might not be suitable for all websites. DeliverLogic can remove the hamburger menu link and rely solely on the "Catering" tab in the header.
85. Q: I want to remove the "Rewards" section from my website and realign the remaining boxes. Can you do that?
A: Yes, DeliverLogic can remove the "Rewards" section from your website and adjust the layout to accommodate the remaining elements. Contact their support team and provide the URL of your website.
86. Q: I want to change the logo on my website. How can I do that?
A: Contact DeliverLogic support and provide the new logo file. They will update the logo on your website.
87. Q: I want to change the footer color on my website, but it's not updating correctly. What's wrong?
A: After changing the footer color in the website editor, clear your browser's cache and cookies to ensure the new color is displayed. If the issue persists, contact DeliverLogic support.
88. Q: I want to add a "Contact Us" form to my website. Can you help me with that?
A: DeliverLogic can add a "Contact Us" form to your website using a Jotform integration. Provide them with the Jotform URL, and they will embed it on your desired page.
89. Q: I want to add an "Independent Delivery Driver Waiver" form to my website. Can you help me with that?
A: DeliverLogic can add a driver waiver form to your website using a Jotform integration. Provide them with the Jotform URL, and they will embed it on your desired page.
90. Q: I'm having trouble with my website. It's not loading correctly. What should I do?
A: Troubleshooting website issues:
Check Internet Connection: Ensure you have a stable internet connection.
Clear Cache and Cookies: Clear your browser's cache and cookies.
Try a Different Browser: Use a different web browser.
Contact DeliverLogic Support: If the problem persists, contact DeliverLogic support.
91. Q: I'm having trouble with the DeliverLogic website. What should I do?
A: Troubleshooting website issues:
Check Internet Connection: Ensure you have a stable internet connection.
Clear Cache and Cookies: Clear your browser's cache and cookies.
Try a Different Browser: Use a different web browser.
Contact DeliverLogic Support: If the problem persists, contact DeliverLogic support.
92. Q: I want to add a custom DNS record to my website. Can you help me with that?
A: Contact DeliverLogic support and provide the details of the DNS record you want to add. They will update your DNS settings accordingly.
93. Q: I want to change the nameservers for my website. Will this cause any downtime?
A: Changing nameservers can cause temporary downtime while the DNS records propagate. Ensure that the new nameservers are correctly configured before making the switch to minimize downtime.
94. Q: I'm seeing an error message on my website. What does it mean?
A: Error messages can indicate various problems. Contact DeliverLogic support and provide the exact error message you're seeing, and they will help you troubleshoot the issue.
95. Q: I want to redesign my website. Can DeliverLogic help me with that?
A: DeliverLogic offers website design services. Contact their support team to discuss your design needs and get a quote.
96. Q: I want to add a new page to my website. How can I do that?
A: You can typically add new pages to your website through the DeliverLogic backend. If you're unsure how to do this, contact DeliverLogic support for guidance.
97. Q: I want to change the content on my website. How can I do that?
A: You can usually edit website content through the DeliverLogic backend. If you're unfamiliar with the editing process, contact DeliverLogic support for assistance.
98. Q: I want to add a blog to my website. Does DeliverLogic offer blogging features?
A: DeliverLogic might offer blogging features or integrations with blogging platforms. Contact their support team to inquire about their blogging capabilities.
99. Q: I want to optimize my website for search engines (SEO). Can DeliverLogic help me with that?
A: DeliverLogic might offer SEO services or guidance. Contact their support team to learn more about their SEO capabilities.
100. Q: I want to track my website's traffic and analytics. What tools does DeliverLogic provide?
A: DeliverLogic might offer website analytics dashboards or integrations with analytics platforms. Contact their support team to explore their analytics tools.
This extended FAQ set covers a wide range of issues related to billing, payments, orders, menus, driver management, and website management. Remember, DeliverLogic support is always available to assist you with any problems you encounter.
Driver Pay & Management
101. Q: I'm a driver, and my account says I owe money, but my payout report doesn't show this. I'm also missing some expected earnings. What's going on?
A: This situation can arise when a driver takes a cash order and the system deducts their earnings from the owed cash instead of issuing a separate payout.
Check for Cash Orders: Review the driver's payout report for any cash orders.
Verify Payout Status: Check the driver's payout screen in the admin panel to see if any payouts are pending or failed.
Contact Your Manager: If you are unsure about the discrepancy, contact your local manager for clarification.
102. Q: I'm a driver, and my account was deactivated because Stripe needed to verify my bank account. I've provided the required information, but my account is still inactive. What should I do?
A: Stripe's verification process can sometimes take a few days. If your account remains inactive after providing the necessary information, contact your local manager or DeliverLogic support for assistance.
103. Q: I'm a driver, and I'm not receiving text messages from the dispatch system, even though my phone number is correct. What could be the problem?
A: Possible reasons:
Smart Text Setting: Ensure the "Smart Text" setting is enabled in your driver profile.
Phone or Carrier Issues: There might be an issue with your phone or carrier preventing you from receiving text messages. Contact your carrier for assistance.
DeliverLogic System Issues: There might be a temporary issue with DeliverLogic's messaging system. Contact DeliverLogic support for assistance.
104. Q: I'm a driver, and I'm not receiving push notifications for new orders. What should I do?
A: Troubleshooting steps:
Check Notification Settings: Ensure notifications are enabled in your DriverLogic app settings.
Verify Internet Connection: Check your internet connection. A weak or unstable connection can prevent notifications.
Adjust Background Activity: Some devices restrict background activity for apps, which can affect notifications. Adjust your device settings to allow background activity for DriverLogic.
Reinstall App: Try uninstalling and reinstalling the DriverLogic app.
Contact DeliverLogic Support: If the issue persists, contact DeliverLogic support for assistance.
105. Q: I'm a driver, and I'm seeing a running balance in my DriverLogic app, but my payout report doesn't reflect this amount. Why is there a discrepancy?
A: The running balance in the DriverLogic app might include pending earnings from orders that haven't been fully processed or paid out yet. The payout report only reflects earnings that have been finalized and are available for withdrawal.
Website & Design
106. Q: I want to change the background image on my website's homepage. How can I do that?
A: Contact DeliverLogic support and provide the new background image you want to use. Ensure the image is high-resolution and visually appealing for optimal display quality.
107. Q: I want to add more dishes to the featured images slideshow on my website's homepage. How can I do that?
A: Contact DeliverLogic support and provide the new dish images you want to add. Specify the desired order for the images. Ensure the images are high-resolution and visually appealing for optimal display quality.
108. Q: I want to remove the testimonials section from my website and replace it with something else. Is that possible?
A: Yes, DeliverLogic can remove the testimonials section and replace it with other content, such as logos or images. Contact their support team and provide details about the desired replacement content.
109. Q: I want to change the font or color scheme on my website. Can I do that myself?
A: DeliverLogic's website editor might offer limited customization options for fonts and colors. However, for more extensive design changes, you might need to request assistance from their design team.
110. Q: I want to add a video to my website. Does DeliverLogic support video embedding?
A: DeliverLogic might support video embedding through their website editor or by providing custom code snippets. Contact their support team to inquire about their video embedding capabilities.
I can't directly create and provide you with a downloadable .doc file. However, I can give you the complete, expanded FAQ content in a well-formatted way that you can easily copy and paste into a .doc file or any other document editor.
Here's the expanded FAQ, incorporating as much relevant information as possible from the chat logs:
DeliverLogic Software & Operations FAQs
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: This document officially links your legal business name (e.g., "Your Company LLC") to your delivery service brand name (e.g., "Speedy Eats"). This is crucial for setting up your iOS app, as Apple requires a clear connection between the app name and the developer name.
EIN (Employer Identification Number): This number is used for tax purposes and is required for setting up your Marketing Portal and enabling SMS marketing features.
Proof of Ownership (for iOS app transfer): If you're transferring an existing iOS app from a previous provider, you'll need to provide proof of ownership of the app to Apple. This might involve documentation from your previous provider or other legal documents.
Q: How do I set up my Stripe account for processing payments?
A: Setting up your Stripe account is essential for processing credit card payments through DeliverLogic. Here's how:
Go to the Payments Section: Log in to your DeliverLogic admin portal and navigate to <your_site_url>/admin/site/payments.
Complete the Stripe Forms: You'll be guided through a series of forms to provide your business information, bank account details, and other necessary information for Stripe to verify your account.
Verification Process: Stripe will review your information and may request additional documentation for verification. This process can take a few days.
Activate Your Account: Once Stripe verifies your account, you'll be able to activate it and start processing credit card payments.
Q: What training is available to learn how to use the DeliverLogic software?
A: DeliverLogic offers comprehensive Master Training Courses to help you master the software. These courses cover:
Master Training Course 1: Introduction to the DeliverLogic platform, basic navigation, and initial setup.
Master Training Course 2: Setting up users, drivers, and restaurants, managing user roles and permissions.
Master Training Course 3: Menu management, creating and editing menus, setting item availability, and using the automated menu builder.
Master Training Course 4: Order processing, dispatching orders, using Auto Dispatch, managing driver payments, and understanding financial reports.
Specialized Courses: DeliverLogic also offers specialized courses on specific features like Ordering with Google (OwG/GFO), Smart Support, and POS integrations.
You'll receive invitations to these courses via email. It's highly recommended to complete the courses and schedule follow-up calls with DeliverLogic's onboarding team to ensure you're comfortable using the software.
Q: What is the process for getting my apps published in the app stores?
A: To get your customer-facing apps published in the Apple App Store and Google Play Store:
Organizational Developer Account: You'll need to create an organizational developer account with both Apple and Google. Individual accounts do not have the necessary permissions for app transfer and management.
Invite DeliverLogic: Once your organizational accounts are set up, invite DeliverLogic's app development team as admins to your accounts. This will give them the access they need to build and publish your apps.
App Design and Build: DeliverLogic will handle the app design and building based on your preferences and branding. They'll provide you with design proofs for review and approval.
App Submission: DeliverLogic will submit your apps to the app stores for review. The review process can take a few days to a couple of weeks.
App Release: Once your apps are approved, DeliverLogic will release them in the app stores.
Q: How do I point my domain name to DeliverLogic?
A: Pointing your domain name to DeliverLogic is essential for your website to be accessible at your chosen URL. Here's the process:
Get Nameservers: DeliverLogic will provide you with the nameservers to use.
Update DNS Settings: Log in to your domain registrar's website (e.g., GoDaddy) and navigate to your domain's DNS settings.
Replace Nameservers: Replace your existing nameservers with the ones provided by DeliverLogic.
Propagation Time: It can take a few hours for the changes to propagate across the internet, after which your website will be accessible at your domain.
Q: What is the process for setting up POS integration for my restaurants?
A: POS integration streamlines order processing and menu management. Here's how to set it up:
Choose Middleware: DeliverLogic works with middleware companies like ItsaCheckmate and Chowly. Choose the one that supports your restaurant's POS system.
Submit Request: Fill out the POS integration request form in your DeliverLogic admin portal, providing the necessary restaurant and POS information.
Middleware Onboarding: The middleware company will reach out to the restaurant to guide them through the onboarding process. This may involve creating an account with the middleware company, granting permissions, and mapping menus.
Testing and Activation: Once the integration is set up, DeliverLogic will conduct test orders to ensure everything is working correctly. They will then activate the integration, and orders will start flowing directly to the restaurant's POS system.
Q: How do I get Eatabit printers for my restaurants?
A: Eatabit printers provide a dedicated printing solution for orders. To get them:
Contact DeliverLogic: Reach out to DeliverLogic support to inquire about pricing and ordering information.
Provide Restaurant Details: You'll need to provide the restaurant's name, location, and any other relevant details for Eatabit to configure the printer.
Receive and Install: Once ordered, you'll receive the Eatabit printer. Follow the instructions to install and connect it to the restaurant's network.
Assign in DeliverLogic: In the restaurant's profile in your DeliverLogic admin portal, assign the Eatabit printer to the restaurant so that orders are automatically sent to the printer.
Menus
Q: How do I add menus to the DeliverLogic system?
A: You have several options for adding restaurant menus:
Manual Entry: Use the menu editor in your DeliverLogic admin portal to manually create menus, add items, set prices, and configure options.
Automated Menu Builder: For supported POS systems, use the automated menu builder to import menus directly from the restaurant's POS. This can save time and reduce errors.
Menu Entry Form: Submit a menu entry form to DeliverLogic, providing them with the menu details. They will input the menus for you for a fee.
Q: How do I update menu prices?
A: Updating menu prices is crucial for accuracy. Here's how:
Manual Update: In the menu editor, locate the item you want to update and change the price in the "Base Price" field.
POS Integration: If you have POS integration set up, the prices should sync automatically when the restaurant updates their POS menu. However, it's a good practice to double-check the prices after a sync to ensure accuracy.
Q: How do I reorder menu headers?
A: Currently, there's no direct way to reorder menu headers. You'll need to:
Delete Existing Headers: Delete the headers you want to reorder.
Rebuild in Desired Order: Recreate the headers in the desired order and add the menu items back to the appropriate headers.
Q: How do I make a menu item unavailable?
A: To prevent customers from ordering specific items:
Hide the Item: In the menu editor, set the item's availability to "hidden." This will completely hide the item from the customer-facing menu.
Adjust Batch Availability: Go to the menu header containing the item and adjust the batch availability settings. You can set specific times and days when the item is available or unavailable.
Orders
Q: How do I cancel an order?
A: To cancel an order:
Locate the Order: Search for the order number on the dispatch screen.
Change Status (if needed): If the order is in a status beyond "Confirmed" (e.g., "Placed," "En Route"), you may need to change the status back to "Confirmed" before canceling.
Click Cancel: Click the "Cancel" button on the order. This will cancel the order and prevent it from being processed further.
Q: How do I refund a customer?
A: To refund a customer:
Edit the Order: Locate the order and click the "Edit" button.
Go to Errors and Adjustments: Navigate to the "Errors and Adjustments" section of the order.
Add a Credit: Add a credit to the customer for the amount you want to refund. You can choose to charge the restaurant for the refund or absorb the cost yourself.
Update and Save: Update the order and save the changes. The customer will be refunded, and the restaurant's invoice will be adjusted accordingly.
Q: How do I do a re-delivery?
A: If an order needs to be redelivered:
Mark Original as Delivered: Mark the original order as "Delivered" in the system.
Go to Customer Profile: Go to the customer's profile.
Click Red Circle: Click the red circle next to the original order.
Create New Order: Create a new order for the redelivery, ensuring the correct items and delivery details are entered.
Q: How do I adjust the pickup time for an order?
A: Currently, you cannot manually adjust the pickup time for an order. The pickup time is determined by the restaurant's prep time and the system's estimated driver arrival time.
Q: How do I see what a restaurant sees for an invoice?
A: To view a restaurant's invoice:
Go to Invoice Report: Navigate to Reports > Restaurants > Invoice Report in your DeliverLogic admin portal.
Generate Invoice: Generate the invoice for the desired restaurant and date range.
Print/Email: Click the "Print/Email" button to email the invoice to yourself or the restaurant.
Q: How do I get rid of some of the emails that are sent to customers about their orders?
A: To reduce the number of order status emails sent to customers:
Impersonate Customer: Impersonate the customer in your DeliverLogic admin portal.
Uncheck Order Emails: Uncheck the "Order Emails" box in the customer's account settings. This will prevent them from receiving order status update emails.
Q: How do I email as well as send an order to the OrderLogic app for restaurants?
A: To enable both email and OrderLogic app notifications for a restaurant:
Go to Restaurant Profile: Navigate to the restaurant's profile in your DeliverLogic admin portal.
Enable Notifications: In the restaurant's settings, ensure that both email and OrderLogic app notifications are enabled.
Q: How do I get rid of the "special instructions" section for every menu item?
A: To hide the "Special Instructions" box from customers:
Go to Menu Editor: Open the menu editor in your DeliverLogic admin portal.
Disable Special Instructions: In the menu editor settings, find the option to disable or hide the "Special Instructions" box.
Dispatch
Q: How does Auto Dispatch work?
A: Auto Dispatch is a powerful feature that automates driver assignment. Here's how it works:
Order Received: When an order is placed, Auto Dispatch analyzes various factors:
Driver Location: The current location of available drivers.
Order Due Time: The requested delivery time.
Restaurant Prep Time: The estimated time for the restaurant to prepare the order.
Driver Availability: The number of drivers currently logged in and available.
Other Settings: You can configure additional settings like maximum driver distance, bundle preferences, and priority zones.
Driver Assignment: Based on this analysis, Auto Dispatch automatically assigns the most suitable driver to the order.
Driver Notification: The assigned driver receives a notification on their DriverLogic app, alerting them to the new order.
Q: How do I set up granular prep times for restaurants?
A: Granular prep times allow you to set different prep times for different times of day and days of the week, improving Auto Dispatch accuracy. Here's how:
Go to Restaurant Profile: Navigate to the restaurant's profile in your DeliverLogic admin portal.
Open Granular Prep Times: Find the "Granular Prep Times" section in the restaurant's settings.
Set Prep Times: For each 15-minute increment of the day and each day of the week, enter the estimated prep time for the restaurant. Consider factors like peak hours, staffing levels, and menu complexity.
Q: How do I use Dynamic Quote Times?
A: Dynamic Quote Times provide more accurate delivery time estimates to customers. Here's how to use them:
Enable in Location Settings: Go to the "Location" settings in your DeliverLogic admin portal and enable the "Dynamic Quote Times" feature.
System Adjustments: The system will automatically adjust the quoted delivery time based on real-time factors like driver availability, order volume, and traffic conditions.
Q: How do I use Smart Support?
A: Smart Support is a built-in call center software that streamlines customer support and order processing. Here's how to set it up:
Forward Phone Lines: Forward your business phone lines to the dedicated Smart Support number provided by DeliverLogic.
Access Smart Support: Log in to your DeliverLogic admin portal and navigate to the "Smart Support" section.
Manage Calls and Texts: Use the Smart Support interface to manage incoming calls, make outgoing calls, and send text messages to customers. You can also access call recordings and other helpful features.
Q: How do I send orders to third-party drivers (3PD)?
A: To utilize third-party delivery services like DoorDash or Uber Eats:
Enable 3PD Integration: Go to the "Location" settings in your DeliverLogic admin portal and enable the "3PD Integration" feature.
Configure Settings: Set your preferences for 3PD usage, such as when to automatically assign 3PD drivers (e.g., when your own drivers are busy or unavailable), preferred 3PD providers, and maximum delivery distances.
Auto Dispatch Assignment: When an order meets your 3PD criteria, Auto Dispatch will automatically assign a 3PD driver to the order.
Q: How do I see a list of my active tickets?
A: To view and manage your support tickets:
Access Jira Service Desk: Log in to the Jira Service Desk portal using the credentials provided by DeliverLogic.
View Tickets: You'll see a list of your active tickets, their status, and other relevant information. You can also create new tickets, add comments, and track progress.
Q: How do I get a driver's email and information?
A: To export driver information:
Go to Drivers Section: Navigate to the "Drivers" section in your DeliverLogic admin portal.
Export Data: You'll find an option to export driver data, typically in a CSV format. This export will include driver names, email addresses, phone numbers, and other relevant details.
Q: How do I bonus a driver a payment in the system?
A: To reward a driver or reimburse them for expenses:
Edit the Order: Locate the order where the driver incurred the expense or deserves the bonus.
Go to Errors and Adjustments: Navigate to the "Errors and Adjustments" section of the order.
Add a Credit: Add a credit to the driver for the desired amount. You can choose to charge the restaurant for the credit or absorb the cost yourself.
Update and Save: Update the order and save the changes. The driver will receive the credit in their next payout.
Q: How do I refund a customer after everything has batched?
A: If you need to refund a customer after orders have been batched and payouts processed:
Issue Refund through Stripe: Log in to your Stripe account and locate the transaction associated with the order. Issue a refund to the customer through Stripe.
Adjust Restaurant Invoice (if needed): If you charged the restaurant for the original order, you may need to manually adjust their invoice to reflect the refund.
Q: How do I block a customer based on their phone number?
A: To prevent a customer from placing further orders:
Go to Customer Section: Navigate to the "Customers" section in your DeliverLogic admin portal.
Find Customer: Search for the customer by their phone number.
Add to Block List: You'll find an option to add the customer to a block list. Once added, they will be unable to place orders.
Q: How do I know if a restaurant has proceeded with the integration?
A: You'll receive a notification from the middleware company (ItsaCheckmate or Chowly) when the POS integration is complete for a restaurant. This notification will usually include instructions for testing the integration and making it live.
Q: How do I get rid of the "Addis Patch" message in driver communications?
A: The "Addis Patch" message is a driver incentive notification. To disable it:
Go to Location Settings: Navigate to the "Location" settings in your DeliverLogic admin portal.
Disable Addis Patch: Find the setting for "Addis Patch" or driver incentives and disable it.
Q: How do I change the business names on driver communications?
A: To update the business name that appears in driver communications:
Go to Location Settings: Navigate to the "Location" settings in your DeliverLogic admin portal.
Update Business Name: Find the field for "Business Name" and update it to the desired name.
Q: How do I add "Campground" to the places tab?
A: Currently, you cannot add custom place types to the "Places" tab. The available options are predefined by DeliverLogic.
Q: How do I bring DoorDash orders into my dispatch board?
A: At this time, there's no direct way to import DoorDash orders into the DeliverLogic dispatch board. You would need to manually enter the order details into DeliverLogic if you want to manage them through the platform.
Q: My online payment card keeps getting kicked back when we try to place an online order.
A: If your online payment card is being declined:
Check Stripe Balance: Ensure that your Stripe account has sufficient funds to cover the order.
Verify Card Details: Double-check that the card details (number, expiration date, CVV) are entered correctly.
Contact Support: If the issue persists, contact DeliverLogic support for assistance. They can check for any system errors or issues with the card processing.
Q: How do I log on to a desktop for merchant access? When I type the address, it says access denied.
A: To access the merchant portal from a desktop:
Add /admin: Add /admin to the end of your site URL. For example, if your site is http://www.youreats.com , the merchant portal URL would be http://www.youreats.com/admin .
Use Credentials: Enter the email address and password you created for your merchant account.
Q: How can we order an Eatabit printer?
A: To order an Eatabit printer:
Contact Support: Reach out to DeliverLogic support via Slack, email, or phone.
Provide Details: Let them know you need to order an Eatabit printer and provide the necessary restaurant information.
Q: If I'm updating prices on the menus, is the base price their menu price that they will get paid for?
A: Yes, the "Base Price" you enter in the menu editor is the price that the restaurant will be paid for that menu item. This price is used to calculate the restaurant's earnings and your commission.
Q: How do I add a video to the popup on the home page?
A: Currently, you cannot add videos directly to the popup on the home page. You can, however, link to a video hosted on a platform like YouTube or Vimeo.
Q: Is there a way to bring DoorDash orders into our dispatch board?
A: DeliverLogic does not currently support direct integration with DoorDash. You cannot automatically import DoorDash orders into your dispatch board.
Q: Can a restaurant master portal be used to receive payments from 2 restaurants at the same time?
A: Yes, a single restaurant master portal can be used to manage payments for multiple restaurants, as long as those restaurants share the same bank account information for payouts. This allows you to consolidate financial management for multiple locations.
Additional Operational Questions
Q: How do I handle a customer who is repeatedly abusing discount codes by creating new accounts?
A: To address coupon code abuse:
Deactivate Abused Codes: Immediately deactivate any coupon codes that are being repeatedly abused.
Implement Phone Verification: Consider enabling the Phone Verification feature, which requires customers to verify their phone number when creating an account. This can help prevent the creation of multiple accounts with the same phone number.
Monitor Account Creation: Keep an eye on new account creation and look for patterns that might indicate abuse.
Contact Support: If you suspect a customer is engaging in fraudulent activity, contact DeliverLogic support for assistance.
Q: A customer's order was stolen. How do I process a re-delivery?
A: If a customer reports a stolen order:
Verify Details: Confirm the order details and delivery address with the customer.
Contact Driver (if applicable): If the order was assigned to one of your drivers, attempt to contact the driver to investigate the situation.
Contact 3PD (if applicable): If the order was assigned to a third-party driver, contact the 3PD provider (e.g., DoorDash) to report the issue and request a refund.
Issue Re-delivery or Refund: Based on the investigation, either issue a re-delivery of the order or provide a full refund to the customer.
Take Preventative Measures: Consider implementing additional security measures, such as requiring photo proof of delivery or using a more secure delivery method for high-value orders.
Q: A customer is having issues with their online payment card being declined. What should I do?
A: If a customer's online payment card is being declined:
Check Stripe Balance: Ensure that your Stripe account has sufficient funds to cover the order.
Verify Card Details: Ask the customer to double-check that the card details (number, expiration date, CVV) are entered correctly.
Suggest Alternate Card: If the issue persists, suggest that the customer try using a different card.
Offer Alternate Payment: If the customer is unable to use a credit card, offer alternate payment methods, such as cash on delivery or a mobile payment option.
Contact Support: If you suspect a system error or issue with card processing, contact DeliverLogic support for assistance.
Q: A driver is reporting a significant discrepancy between their expected earnings and their actual payout. How do I investigate this?
A: To investigate driver pay discrepancies:
Review Driver Cashout Report: Go to the driver's cashout report in your DeliverLogic admin portal. This report provides a detailed breakdown of the driver's earnings, including delivery fees, tips, and any deductions.
Check for Unreconciled Orders: Look for any orders that are marked as "unreconciled" or "not paid." These orders may not have been included in the driver's payout.
Verify Driver Account Details: Impersonate the driver in your DeliverLogic admin portal and check their account details, including their bank account information and payment preferences. Ensure that all information is accurate and up to date.
Contact Support: If you're unable to identify the source of the discrepancy, contact DeliverLogic support for assistance. They can help you review the driver's transaction history and identify any errors.
Q: How do I handle a situation where a restaurant is not receiving orders through their POS integration?
A: If a restaurant reports not receiving orders through their POS integration:
Check Integration Status: Verify that the POS integration is active in the restaurant's profile in your DeliverLogic admin portal.
Test Order: Send a test order to the restaurant through the integration to see if it's being received.
Contact Middleware: If the test order fails, contact the middleware company (ItsaCheckmate or Chowly) for assistance. They can troubleshoot the integration and identify any issues on their end.
Check Restaurant POS: Ask the restaurant to check their POS system and ensure that they are properly configured to receive orders from the integration.
Offer Alternative Placement: If the integration cannot be resolved immediately, offer an alternative order placement method, such as sending orders to the restaurant via email or fax.
Q: How do I handle a situation where a customer reports receiving multiple marketing emails?
A: To address excessive marketing emails:
Check Automation Settings: Review your ActiveCampaign automation settings and ensure that emails are not being sent too frequently.
Verify Unsubscribe Status: Check the customer's profile in ActiveCampaign and confirm that they are not unsubscribed from your marketing list.
Segment Lists: Consider segmenting your customer lists based on their preferences and engagement levels to avoid sending irrelevant or excessive emails.
Apologize and Offer Solution: If a customer complains about receiving too many emails, apologize for the inconvenience and offer them the option to unsubscribe or adjust their email preferences.
Q: How do I handle a situation where a customer reports a problem with their order after it has been delivered?
A: When a customer reports an issue with a delivered order:
Gather Information: Collect all relevant details from the customer, including the order number, the specific issue, and any supporting evidence (e.g., photos).
Contact Driver (if applicable): If the order was delivered by one of your drivers, contact the driver to get their perspective on the situation.
Contact Restaurant: Contact the restaurant to inform them of the issue and get their input.
Investigate and Determine Resolution: Based on the information gathered, determine the appropriate resolution. This could involve a partial or full refund, a re-delivery of the order, or a credit for a future order.
Communicate with Customer: Keep the customer informed throughout the process and let them know the outcome of the investigation and the resolution you're offering.
Q: How do I handle a situation where a driver is unresponsive or unavailable?
A: If a driver is not responding to messages or is unavailable for deliveries:
Attempt Contact: Try contacting the driver through multiple channels (phone, text, DriverLogic app).
Check Driver Status: Check the driver's status in your DeliverLogic admin portal to see if they are logged in or have any active orders.
Reassign Order (if needed): If the driver is unresponsive and has an active order, reassign the order to another available driver.
Investigate Further: If the driver is consistently unresponsive or unavailable, investigate the situation further. This could involve contacting the driver directly or reviewing their performance history.
Take Appropriate Action: Based on the investigation, take appropriate action, such as issuing a warning, suspending the driver, or terminating their contract.
Q: How do I handle a situation where a restaurant is closed or unavailable?
A: If a restaurant is closed or unable to fulfill orders:
Verify Closure: Confirm the restaurant's closure through their website, social media, or by calling them directly.
Block Restaurant: In your DeliverLogic admin portal, block the restaurant to prevent customers from placing orders.
Notify Customers: If there are any pending orders for the closed restaurant, notify the customers and offer them the option to cancel their order or choose a different restaurant.
Update Restaurant Status: Once the restaurant reopens, update their status in your DeliverLogic admin portal and unblock them.
Q: How do I handle a situation where a customer reports being double-charged for an order?
A: If a customer reports being double-charged:
Review Transaction History: Check the customer's transaction history in your Stripe account to see if there are multiple charges for the same order.
Identify Source of Error: Determine the source of the error. This could be a system glitch, a user error, or an issue with the restaurant's POS system.
Issue Refund (if needed): If the customer was indeed double-charged, issue a refund for the duplicate charge through Stripe.
Communicate with Customer: Keep the customer informed throughout the process and let them know the outcome of the investigation and the resolution you're offering.
Q: How do I handle a situation where a customer reports receiving a damaged or incorrect order?
A: If a customer reports a damaged or incorrect order:
Gather Information: Collect all relevant details from the customer, including the order number, the specific issue, and any supporting evidence (e.g., photos).
Contact Driver (if applicable): If the order was delivered by one of your drivers, contact the driver to get their perspective on the situation.
Contact Restaurant: Contact the restaurant to inform them of the issue and get their input.
Investigate and Determine Resolution: Based on the information gathered, determine the appropriate resolution. This could involve a partial or full refund, a re-delivery of the order, or a credit for a future order.
Communicate with Customer: Keep the customer informed throughout the process and let them know the outcome of the investigation and the resolution you're offering.
Q: How do I handle a situation where a customer is being abusive or harassing towards my staff?
A: If a customer is being abusive or harassing:
Remain Calm and Professional: Instruct your staff to remain calm and professional in their interactions with the customer.
Document the Incident: Have your staff document the incident, including the date, time, and details of the interaction.
Warn the Customer: Issue a warning to the customer, letting them know that their behavior is unacceptable and that further abuse will result in consequences.
Block the Customer: If the customer continues to be abusive, block them from your platform.
Contact Authorities (if needed): If the customer's behavior is threatening or illegal, contact the appropriate authorities.
Q: How do I handle a situation where a restaurant wants to be removed from my platform?
A: If a restaurant requests to be removed:
Confirm Request: Confirm the request with the restaurant owner or manager.
Disable Restaurant: In your DeliverLogic admin portal, disable the restaurant's profile to prevent customers from placing orders.
Remove from GFO (if applicable): If the restaurant was active on Ordering with Google (OwG/GFO), disable their OwG listing.
Retrieve Equipment (if applicable): If you provided any equipment to the restaurant (e.g., tablets, printers), arrange to retrieve it.
Process Final Payment: Process any outstanding payments to the restaurant.
Q: How do I handle a situation where a driver reports a problem with their Smart Pay card?
A: If a driver reports an issue with their Smart Pay card:
Check Card Status: Log in to your Stripe account and check the status of the driver's Smart Pay card. Ensure that the card is active and has sufficient funds.
Verify Transaction Details: Review the driver's transaction history in Stripe to identify any declined transactions or errors.
Contact Stripe Support: If you suspect an issue with the card itself or with Stripe's processing, contact Stripe support for assistance.
Issue Replacement Card (if needed): If the card is lost, stolen, or damaged, issue a replacement card to the driver through Stripe.
Provide Alternate Payment: If the card issue cannot be resolved immediately, provide an alternate payment method to the driver, such as cash or a direct deposit.
Q: How do I handle a situation where a restaurant is experiencing technical difficulties with their tablet or POS system?
A: If a restaurant reports technical issues:
Troubleshoot Remotely: Attempt to troubleshoot the issue remotely by guiding the restaurant staff through basic troubleshooting steps, such as restarting the tablet, checking internet connectivity, or logging out and back in to the OrderLogic app.
Contact DeliverLogic Support: If you're unable to resolve the issue remotely, contact DeliverLogic support for assistance. They can help you diagnose the problem and provide further guidance.
Dispatch Technician (if needed): If the issue requires on-site assistance, dispatch a technician to the restaurant to troubleshoot and resolve the problem.
Offer Alternative Placement: If the technical issue cannot be resolved immediately, offer an alternative order placement method, such as sending orders to the restaurant via email or fax.
Q: How do I handle a situation where a customer is unhappy with the service provided by a third-party driver?
A: If a customer complains about a 3PD driver:
Gather Information: Collect all relevant details from the customer, including the order number, the specific issue, and the name of the 3PD provider (e.g., DoorDash).
Contact 3PD Provider: Contact the 3PD provider to report the issue and request a resolution.
Offer Apology and Compensation: Apologize to the customer for the inconvenience and offer them compensation, such as a credit for a future order or a partial refund.
Review 3PD Performance: If you receive multiple complaints about a particular 3PD provider, review their performance and consider using a different provider.
Q: How do I handle a situation where a restaurant is consistently receiving orders with incorrect or missing items?
A: If a restaurant reports recurring order accuracy issues:
Review Order Details: Review the order details in your DeliverLogic admin portal to see if there are any discrepancies between the customer's order and what was sent to the restaurant.
Check POS Integration: If the restaurant has POS integration, check the integration settings and ensure that the menu is syncing correctly.
Contact Middleware: If you suspect an issue with the POS integration, contact the middleware company (ItsaCheckmate or Chowly) for assistance.
Train Restaurant Staff: Work with the restaurant staff to ensure they are properly trained on how to receive and process orders from DeliverLogic.
Implement Quality Control: Consider implementing quality control measures, such as requiring restaurants to double-check orders before confirming them or providing photo proof of order accuracy.
Q: How do I handle a situation where a driver is consistently late for pickups or deliveries?
A: To address driver lateness:
Review Driver Performance: Review the driver's performance history in your DeliverLogic admin portal. Look for patterns of lateness and identify any potential issues.
Communicate with Driver: Talk to the driver about their lateness and understand the reasons behind it.
Provide Guidance and Training: If the lateness is due to factors like poor time management or unfamiliarity with routes, provide guidance and training to help the driver improve.
Issue Warning: If the lateness persists, issue a warning to the driver, letting them know that continued lateness will result in consequences.
Take Disciplinary Action: If the driver's performance does not improve, take disciplinary action, such as suspending the driver or terminating their contract.
Q: How do I handle a situation where a customer reports not receiving their order?
A: If a customer reports a missing order:
Verify Order Details: Confirm the order details and delivery address with the customer.
Contact Driver (if applicable): If the order was assigned to one of your drivers, contact the driver to investigate the situation.
Contact 3PD (if applicable): If the order was assigned to a third-party driver, contact the 3PD provider (e.g., DoorDash) to report the issue and request a refund.
Investigate and Determine Resolution: Based on the investigation, determine the appropriate resolution. This could involve a re-
I've analyzed your Jira BSDs past year.txt file and extracted 50 FAQs related to software operations and functionality. Here they are, formatted for clarity:
DeliverLogic Software & Operations FAQs (50 Examples from Jira Data)
Q: The times displayed on ActiveMenus for my restaurant are incorrect. The delivery fee is correct, but the delivery 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 and inconsistent intervals, making it difficult to perfectly synchronize the displayed times, especially when they vary between lunch and dinner.
Solution:
Set a Consistent Base Time: For the most accurate representation on Google, set a consistent base delivery time of 30 minutes across the board.
Use Granular Prep Times: Utilize the "Granular Prep Times" feature in your restaurant profiles to set more accurate prep times for different times of day and days of the week.
Enable Dynamic Quote Times: Turn on "Dynamic Quote Times" in your site settings. This will allow the system to adjust quoted delivery times based on real-time factors, ensuring customers see a more accurate estimate on your website.
Q: I'm getting an alert that says "3 merchants have zip codes outside your service zones. Use Autozoner for resolution." I ran the report and corrected the ones I found, but I can't find the last three. How do I clear this error?
A: This alert means you have restaurant profiles located in zip codes that are not included in your defined service zones. This can happen if:
Restaurants are in unassigned zip codes: You've added restaurants in zip codes that haven't been added to your zoning.
Zip codes are in the wrong location: Zip codes might be assigned to the wrong location (e.g., a restaurant in Louisiana showing up in a Texas location).
Solution:
Check Hidden Restaurants: Review your hidden restaurants, as they might be in unassigned zip codes.
Verify Zip Code Assignments: Ensure that all zip codes are assigned to the correct location.
Use Autozoner: Run the Autozoner tool to automatically update your zones based on the zip codes of your active restaurants.
Manually Adjust Zones: If needed, manually adjust your zones to include the missing zip codes.
Q: I'm trying to send a campaign out in ActiveCampaign, but I get a message saying "Authentication has not been fully set up for your domain. You need to set up a basic DMARC record before sending to avoid deliverability issues." How do I fix this?
A: This error occurs when your email domain is not properly authenticated, which can lead to deliverability issues and emails being marked as spam. To resolve this:
Access DNS Settings: Log in to your domain registrar's website (e.g., GoDaddy) and navigate to your domain's DNS settings.
Add DNS Records: Add the following DNS records as provided by ActiveCampaign:
CNAME Records:
Name: acdkim1._domainkey
Value: dkim.acdkim1.acems1.com
Name: acdkim2._domainkey
Value: dkim.acdkim2.acems1.com
Name: em-284653 (or your specific value)