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In-House Delivery with Square Online

In addition to Delivery and in-store and curbside pickup, you can also offer delivery for customers in your area if you have your own couriers or delivery staff.

Note: Starting in June 2021, a £0.50 fee will be applied to every delivery order. The fee will be deducted from the total for each delivery order you receive in addition to the usual transaction fee.

Learn best practices for delivery through Square Online to set your delivery offerings up for success.

Turn In-House Delivery On

You can set up delivery for multiple locations with business hours, delivery areas and fees specific to each location. From your Square Online Overview page, go to Fulfilment > Pickup & Delivery. We automatically sync Location information from your Square account here. Click the Set up button and follow the steps below. If you’re already using in-store and curbside pickup, you can just click the delivery toggle, and move on to the next section.

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Click the toggle switch to turn on delivery, and click the no-contact toggle if you would like to offer no-contact delivery. Customers can select this option and include instructions for the delivery driver when placing an order. Click Continue to move on.

Set Up In-House Delivery Hours

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, 9:00 a.m. –5:00 p.m.). You can edit the hours and days here without affecting the settings in your Square account.

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Tick the box for each day that you’ll offer delivery, then enter the delivery hours. You can add multiple time frames within a day by clicking the + link. This lets you exclude specific hours if you don’t want to handle deliveries at certain times of the day.

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

Set Up Order Timing and Scheduling

Next, select a prep time from the dropdown menu. The prep time you set here applies to all delivery orders, so choose an average amount of time that’s likely to cover most of your orders.

Note: You can also set individual prep times for your items if some things take more time to prepare. To do so, go to your Square Online Overview page > Items > Site Items, and click on an item to edit. Finally, scroll down to the fulfilment section and select a prep time.

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Click the toggle if you want to let customers schedule deliveries. This lets buyers choose a delivery date and time based on your business hours, prep time and estimated delivery time.

If you’d like to control the number of orders that need to be delivered at once, click the toggle under Order limiting, then set the number of orders you’d like to allow. With this option turned on, incoming orders are automatically assigned a delivery time based on your settings.

For example, let’s say you have a 30-minute prep time with an order limit of 1 per 15 minutes, and a delivery estimate of 10–30 minutes. You receive 3 orders at 12:00 p.m. The first customer’s delivery estimate will be 12:40 p.m.–1:00 p.m. The second and third customers will see 1:00 p.m.–1:30 p.m. and 1:20 p.m.–1:40 p.m. respectively. When the number of orders exceeds the limit you set, customers see a message during checkout that lets them know you’re busier than usual.

Edit In-House Delivery Settings

You can set up a delivery area using a radius around your business address or add postcodes for the specific areas you’ll deliver to.

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To use the radius option, enter a number for your delivery range and choose miles or kilometres from the drop-down menu. This number is based on your location and should represent the maximum distance you will travel for delivery. If you enter 10 mi/km, then any customers within a 10 mi/km radius of your location will be able to place orders for delivery. Customers outside of that radius will see a message that they aren’t in the delivery zone.

The postcode option is pre-filled with your location postcode. You can enter multiple codes by hitting enter after each one. This option is best for highly populated urban areas.

Note: Be sure to include a space between the first and second parts of the postcode.

Next, set up your delivery estimate. The time you enter here should reflect the minimum and maximum amount of time it takes for you to deliver an order. This will be added to the prep time and shown to customers when they place an order. For example, if you offer delivery in a 20 mi/km radius, your estimated times might be 5 minutes to 25 minutes. If your prep time is 30 minutes, then the customer would see an estimated delivery time of 35–55 minutes. We automatically calculate this for you.

You can offer free delivery to all customers and optionally set a minimum order amount. You can also charge a fee for deliveries, and add a service fee.

If you want to charge a delivery fee, you have a few different options:

  • You can set a fixed price delivery fee for all orders.

  • You can offer free delivery for orders over a certain amount and charge a fixed price for all other orders.

  • If you’re using the delivery area radius setting, you can also adjust the fee amount based on the distance.

Select Distance-based fee from the menu, then enter a distance and corresponding fee. Tick the box if you would like to waive the distance-based fee for orders over a certain amount. You can add more distance-based fees using the + Add fee link.

Use the Fallback delivery fee option to charge a fixed price for orders with a delivery address that isn’t covered by your distance-based fee settings.

To charge a service fee on delivery orders, click the toggle and select either a fixed amount or a percentage of the order total.

Click Continue when you’re finished.

Update Fulfilment Settings for Items

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

  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. Select the fulfilment method(s) of your choice to default to.

  4. Select Save when finished.

All items imported in the future will default to your selected fulfilment method(s).

Note: You can edit fulfilment for your existing items at any time from your Square Online Overview page in Items > Site Items. Do this by selecting an individual item and going to the fulfilment section, or by using the bulk editing method.

Edit Location Details

From your Square Online Overview page, go to Fulfilment > Pickup & Delivery and click the Edit location link to make any changes. Use the Edit links next to each section to open and change the settings.

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If you need to make changes to the location address, email or phone number, click Edit next to the address.

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You can use the map to adjust the location used to determine your delivery area. Drag the marker to a new position and click Save. Changes you make to the address or contact information here won’t affect your location settings in Square.

Edit Advanced Settings

From your Square Online Overview page, go to Fulfilment > Pickup & Delivery and click the Advanced settings button. These options apply to delivery and pickup for every location.

To prevent customers from submitting large orders that may be difficult to fulfil, click on the toggle to enable quantity limits. Enter the maximum number of items you want to allow per order, and optionally include additional information about your policies on large orders. Customers who attempt to place an order exceeding the amount you set here will see this information in the shopping basket.

You can also turn on tipping and set a default tip amount that’s automatically calculated and added to the order. Customers will see the tip as a separate line item when checking out, and they can change the tip amount before completing the purchase.

When you’re finished editing the settings, click Save.

Buyer Checkout Experience

When a customer visits your order online page, they’ll need to enter their address before viewing the menu.

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If you have multiple locations set up for 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.

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When a customer places a delivery order, they’ll be given the earliest possible date and time based on your hours, order limiting, prep time and delivery estimate settings for the chosen location.

Note: At this time, it’s not possible to pay for a delivery order using PayPal or a gift card. If you accept gift cards or have PayPal connected, your customers can still use those options to pay for orders that will be delivered or collected.

Manage In-House Delivery Orders

When you’ve finished preparing an order, navigate to the order in your Square Online Overview page > Orders.

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Click the Mark as Ready button on the upper right and confirm the items in question are ready. This will change the order status to Ready and send a notification to the buyer letting them know the order is ready to be delivered. When the customer has received the order, you can finalise it by clicking Mark as Completed.

When you enable delivery, we automatically turn on text message notifications in your checkout settings. This lets customers enter a phone number to receive text message updates about their order status. If you don’t want to offer this feature, you can turn it off from your Square Online Overview page in Settings > Checkout or Shared Settings > Checkout, then select Advanced settings.

Here are a couple of important things about managing orders:

  • You cannot refund an item that is in Ready status, so you’ll need to change the status to Completed before you can process a refund.

  • You can disable the Ready option in the Pickup & Delivery settings, but doing so will automatically move all orders you’ve set as Ready to Completed.

Turn In-House Delivery Off

Go to your Square Online Overview page > Fulfilment > Pickup & Delivery, and click the toggle to turn off delivery. You can turn delivery back on with the toggle at any time and restore your previous settings.

You can also temporarily stop accepting all online orders regardless of fulfilment method. To do so, go to your Square Online Overview page > Settings > Checkout or Shared Settings > Checkout, then click the toggle to turn off online ordering.