This article walks you through the most common delivery issues and the steps you should take to resolve them.
No drivers available in area
During busy periods, it may be possible that there are no drivers available to pick-up an order.
When this occurs, the status of the order will be set as Pending manager.
The order will show that there is no driver available and a manager must take action. Here you have several actions available to you:
Cancel delivery: This will mark the order as canceled in Inhouse Delivery. You will be unable to search for a new driver.
Redispatch order: Redispatching an order will start the process for finding a new delivery driver again.
Incorrect customer drop-off address
If a customer's delivery address is not recognized by the delivery company, the status of the order will be set as หPending manager for a reason of Invalid dropoff address.
Here, a manager may take one of two actions:
Cancel the delivery, if they are unable to get in contact with the customer and correct the address. Click the ellipsis icon in the top right and select 'Cancel delivery' to cancel the delivery request.
Update the location to the correct address by clicking the Update Address button.
If the location is updated to a recognized address, the delivery request will be automatically re-submitted to the delivery company.
No driver assigned to order
When an order has a status of Awaiting driver, this means that a delivery service provider has accepted the delivery but has not yet assigned a driver to the order. The Driver Pick Up column will provide an estimate of when a driver can be expected.
If the order remains in a status of Awaiting driver beyond a reasonable time, you may wish to contact the delivery company. Their phone number can be found by clicking the help icon against the order.
Alternatively, you may:
Reassign the order
After selecting this option you will be presented with a list of all available drivers, both internal (if enabled) and third party providers. You may then manually select a driver / provider to re-assign the order to.
This will cancel the existing delivery with the current driver (note this may incur cancellation fees if assigned to a third party driver).
Refund the order
All customer refunds should be performed in the POS system - IHD cannot facilitate any refunds to the customer
The request for a driver should be canceled within the Inhouse Delivery system by clicking the ellipsis icon in the top right hand corner and select 'Cancel delivery'
A refund can also be requested from the delivery company
Re-fire the food
Redispatch the delivery in IHD (see how to here). This will automatically fire a re-delivery request to the delivery company for the time requested.
Driver hasn't arrived at restaurant
When an order has a status of Picking up, this indicates a driver has been assigned and is enroute to pick up the items.
The estimated time of the driver's arrival at the restaurant is displayed under the Driver Pick Up column on the Delivery Orders screen.
The name of the driver, along with their vehicle type, can be found at the bottom of the screen that appears when the order is clicked.
If for some reason the driver does not arrive at the restaurant as expected, you may wish to contact the delivery company. Their phone number can be found by clicking the help icon against the order.
Alternatively, you may:
Reassign the order
After selecting this option you will be presented with a list of all available drivers, both internal (if enabled) and third party providers. You may then manually select a driver / provider to re-assign the order to.
This will cancel the existing delivery with the current driver (note this may incur cancellation fees if assigned to a third party driver).
Refund the order
All customer refunds should be performed in the POS system - IHD cannot facilitate any refunds to the customer
The request for a driver should be canceled within the Inhouse Delivery system by clicking the ellipsis icon in the top right hand corner and select 'Cancel delivery'
A refund can also be requested from the delivery company
Re-fire the food
Redispatch the delivery in IHD (see how to here). This will automatically fire a re-delivery request to the delivery company for the time requested.
Driver hasn't delivered order to customer
When an order has a status of On the way, this indicates the driver has picked up the order from the restaurant and is enroute to the drop-off location.
The estimated time of the driver's arrival at the restaurant delivery address is displayed under the Drop Off column on the Delivery Orders screen.
The name of the driver, along with their vehicle type and driver rating, can be found at the bottom of the screen that appears when the order is clicked.
If for some reason the driver does not deliver the food to the customer within the expected timeframe, or the order is marked as Delivered but the customer complains they have not received the order, contact the delivery company. Their phone number can be found by clicking the help icon against the order.
If you are unable to resolve the issue after speaking with the delivery company, contact the customer to find out if they would prefer you to cancel the order and provide a refund or re-fire the food and request another delivery.
Refund the order
All customer refunds should be performed in the POS system - IHD cannot facilitate any refunds to the customer
If the order is still showing as On the way, the delivery requested should be canceled within the Inhouse Delivery system by clicking the ellipsis icon in the top right hand corner and select 'Cancel Order'
A refund can also be requested from the delivery company
Re-fire the food
Redispatch the delivery in IHD (see how to here). This will automatically fire a re-delivery request to the delivery company for the time requested.
Customer received a damaged order
If a customer complains that their order was damaged upon delivery, contact the delivery company. Their phone number can be found by clicking the help icon against the order.
Next, contact the customer to find out if they would like a refund or for the order to be replaced.
Refund the order
All customer refunds should be performed in the POS system - IHD cannot facilitate any refunds to the customer
A refund can also be requested from the delivery company
Replace the food
Redispatch the delivery in IHD (see how to here). This will automatically fire a re-delivery request to the delivery company for the time requested.
Customer received an incomplete / wrong order
If a customer complains that they received an incomplete or wrong order, ask if they would like a refund or for the order to be replaced/missing items to be delivered.
Refund the order
All customer refunds should be performed in the POS system - IHD cannot facilitate any refunds to the customer
A refund can also be requested from the delivery company if the reason for the incorrect delivery was driver fault.
Replace the food
Redispatch the delivery in IHD (see how to here). This will automatically fire a re-delivery request to the delivery company for the time requested.
Drivers arriving too early
If drivers are continually arriving early to pick up orders, this may indicate the average prep time is set too short.
The current prep time can be set under Delivery Orders > Settings -> Prep time. If you have more than one location, prep time can be set independently, therefore Location A may have a different prep time to Location B.
