On-Demand Delivery with Square Online

Charge delivery and service fees to offset any incurred costs.

• Delivery fee responsibility: Choose an option from the first drop-down menu to decide how you and your customer will pay for the delivery fee from the service provider. You can either pass the fee completely off to the customer, have your business pay the fee in full or break up the fee between you and the customer by either a percentage or whole amount.
• Service fee: Charge a service fee by a fixed amount or percentage of the order total.

You can set up a minimum amount for orders to be eligible for delivery.

Customers can choose a no-contact delivery and add instructions for the courier at checkout.

Note: This option isn’t shown to customers who order alcoholic items.

Unlike In-House Delivery, automatic delivery times cannot be turned off for On-Demand Delivery. On-Demand Delivery couriers must be scheduled at the point of checkout, which requires an accurate estimate of courier pickup and drop-off times.

Since you’ll calculate and assign delivery times automatically, you’ll have several questions to complete to set up the auto-scheduling system. Questions can include the following:

• When can orders be delivered? Orders can either be delivered at specific times (e.g. 12:30 p.m.) or any time during your delivery hours (e.g. 9 a.m. - 5 p.m.). By default, your customers will see an all-day delivery window based on your delivery hours.
• If a customer places an order during your fulfilment hours, what is the soonest that the order can be delivered? Delivery time can either be on the same day they place the order or on a following day (i.e. one or more days in the future).
• Do you start preparing orders as soon as they are received? If delivery times will be on the same day, you can indicate either that you generally start preparing your orders once you get them, or start preparing orders after a certain time. The second option is best if you wait until a certain time of day to review your orders and start preparing them afterwards.
• How much time do you need to prepare an order for pickup or delivery? If delivery times will be on the same day, you can determine how much time it takes you to prepare an order. You can also set different prep times for individual items by editing them in your item catalogue.
  How far in advance must a customer place their order? If delivery times will be on a following day, you can indicate how many calendar days before the customer would need to place their order.
• Do you want to let customers schedule delivery orders for future days? Toggle this option on to allow customers to schedule their delivery orders up to the number of days you enter (between seven and 30 days in the future). If the order contains an alcoholic item, the order can only be scheduled up to six days in the future. If toggled off, customers will be scheduled automatically.
• Do you want Square Online to limit the number of orders that can be picked up or delivered at the same time? If you’d like to control the number of orders that can be delivered at once, select the toggle and set the number of orders you’d like to allow. Incoming orders will be automatically assigned a local delivery time based on your settings. Learn more about limiting pickup and local delivery orders in Square Online.

Note: You can test if our calculations match your operations by using the provided Fulfilment Calculator. What’s shown in the calculator is what’ll be shown to customers at checkout.

You can mark delivery orders as Ready before marking as Complete. This notifies the customer that their order is prepared and ready for delivery. You can change the order status from Ready to Complete when you’re done with the order. If you leave this off, you won’t be able to mark orders as Ready.

You can choose when you want your order tickets to print.

• Print order tickets based on pickup and delivery time: Order tickets will print based on how much prep time is required before the order is due.
• Print order tickets when the order is placed: All order tickets will print when the order is placed, even if the order is scheduled for a future delivery time.

You can also configure your Square Point of Sale to automatically print orders from Square Online. Learn more about printing your orders and setting up printed tickets for orders in Square POS.

These are the days of the week when customers can have their orders delivered. Customers will still be able to place orders outside these hours. Select the first toggle to decide if you want your pickup and delivery hours to be the same or different.

The days and times you see here are synced from your Square account. If you haven’t added business hours for your location, you’ll see the default hours instead (Monday–Friday, 9 a.m. - 5 p.m.). You can edit the hours and days here without affecting the settings in your Square account.

Check the box for each day that you will offer local delivery, then enter the delivery hours. You can add multiple time frames within a day by selecting ”+”. This lets you exclude specific hours if you don’t want to handle deliveries at certain times of the day (like during your lunch).

Select +Add date to create restricted dates for any days that you won’t offer local delivery. For example, you might exclude holidays that occur during your usual business days. You can add multiple restricted dates, and set them to repeat annually or occur only once.

Note: The hours you add to your website in the Square Online site editor on the Location and hours section are for informational purposes only, and do not function as a setting or sync to your pickup and delivery settings. They must be added in the area described above to function as a setting.

On this tab, make changes to your location display name, address, phone number or email address. You can use the map to adjust the location used to determine your delivery area. Dragging the marker to a new position won’t change the address you’ve entered.

Note: Changes you make to the address or contact information here won’t affect your location settings in your Square account.

On this tab, choose what websites the location should be visible on. Your customer will be able to buy items from your location on the sites you select.

Your location is now ready to accept local delivery orders, but your items may not necessarily be available for local delivery. To default the fulfilment method for newly added items to a specific fulfilment method:

1. From your Square Online Overview page, go to Items > Item Preferences or Shared Settings > Item Preferences.
2. Under “Default item fulfilment”, select Edit.
3. Check the fulfilment methods of your choice.
4. Select Save when finished.

All items imported in the future will default to your selected fulfilment methods.

Note: You can edit fulfilment for your existing items using the bulk-editing method.

You can also set up custom delivery options for specific items:

1. From your Square Online Overview page, go to Items > Site Items.
2. Select Create new item and enter the item details.
3. Select Edit in the Fulfilment section and update fulfilment methods for the item. If your item prep time is different from the default prep time for your location, select Edit next to Item prep time and choose an item-specific prep time.

The settings you choose will override the default delivery options and prep times you set up for your item location.

You can also set individual prep times for your items if some items take more time to prepare. To do so:

1. From your Square Online Overview page, go to Items > Site Items.
2. Select a physical or food & beverage item from your site items list.
3. Go to the Fulfilment section. If the fulfilment method includes Pickup and/or Local delivery, use the drop-down menu to select a different prep time for the individual item.
4. Select Save when finished.

When a customer visits your Order Online ordering page, they’ll need to enter their address before viewing the menu. If you have multiple locations set up for local delivery, the customer will see the menu for the closest location. If the customer’s address is outside of your delivery area, they’ll be asked to enter a different address.

Once a customer places a local delivery order, they’ll be given the earliest possible delivery date and time based on your hours, order limiting, prep time and delivery estimate settings for the chosen location. If no-contact delivery is turned on, customers can check a box to request that before paying for the order.

They can also leave a tip on the order during checkout. Learn more about checkout options for more information on tipping.

Keep the following details in mind about the customer experience:

• Orders with mixed fulfilment methods will affect checkout. If a customer has items in the cart with different fulfilment methods (such as an item for local delivery and another for shipping), they’ll see a message on the checkout screen letting them know they need to purchase these items separately.
• Your customers are unable to pay for local delivery orders using PayPal. Learn more about accepting payments with PayPal on Square Online.

If an appeal with the On-Demand Delivery service provider is successful, the disputed amount will be credited back to your Square account within 45 days. You’ll then receive an email from Square when the credit has been processed to your account. To see these adjustments:

1. From your Square Balance Overview page, select a location to view.
2. Select View all transfers.
3. Select a report to review what’s listed under Total Collected > Other.

In the event of a cancellation, it’s solely your responsibility to determine and pay out the appropriate refund amounts agreed upon between you and your customer (as per your business’ refund and cancellation policy).

Review the On-Demand Delivery Terms of Service for more information.