In-House Delivery with Square Online
With In-House Delivery, you won’t have to pay commissions; just a flat fee of £0.50 per order. You can choose to cover the fee, pass the local delivery costs on to your customers or cover local delivery for orders over a certain amount (e.g. free delivery for orders over £30). The fee will be deducted from the total for each local delivery order you receive in addition to the usual transaction fee.
Learn best practices for local delivery through Square Online to set your local delivery offerings up for success.
|Want to know more? Join our Seller Community to learn how other merchants are using Square Online for their business.|
Turn In-House Delivery On
You can set up local delivery for multiple locations with business hours, delivery areas and fees specific to each location. In your Square Online Overview page, go to Fulfilment > Pickup & Delivery. We automatically sync Location information from your Square account here. Click Set up location and follow the steps below. If you’re already using in-store and click and collect, you can just click the local delivery toggle, and move on to the next section.
When you click the toggle switch to turn on local delivery, click the no-contact toggle if you’d like to offer no-contact local 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 a.m. –5 p.m.). You can edit the hours and days here without affecting the settings in your Square account.
Tick the box for each day that you’ll offer local 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 local 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.
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 the store hours area of your Square Online Overview page. They must be added in the area described above to function as a setting.
Set Up Order Timing and Scheduling
To configure local delivery for your business:
Go to your Square Online Overview page.
Under Fulfilment, select Pickup & Delivery.
Choose the location where you want to offer delivery and click Set up location.
For “Do you want to offer delivery?”, select Yes. You can also set up pickup during this step.
Choose if you would like Square to calculate and assign delivery times automatically.
Select the option My own couriers to offer in-house delivery, then move on to the Delivery settings:
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 local delivery orders, click the toggle and select either a fixed amount or a percentage of the order total.
Timing: Choose if you want your orders delivered at specific times or any time during your delivery hours. By default, your customers will see an all-day delivery window based on your delivery hours. You can also set up multiple delivery windows during a day.
Toggle on Allow customers to schedule delivery orders to choose how long orders can be scheduled in advance, up to 365 days. If toggled off, customers will be scheduled automatically.
Workflow: Toggle on to mark orders as Ready before marking as Complete.
Fulfilment Hours: Set the hours and days of the week customers can pick up their orders.
On the next screen, you can review and edit the delivery options. Click Continue.
Note: If you have more than one site, you can select where you want the location to be visible. The Location display name for your business should be descriptive of your location. You’ll follow the same process to set up each location.
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.
Under Scheduling, select the toggles to automatically assign a delivery time at checkout and enable scheduling for delivery. This lets buyers choose a delivery date and time based on your business hours, prep time and estimated delivery time. If you don’t select the toggle to automatically schedule a delivery time, you can manually share the delivery details with your customer. This allows you to manage order scheduling in a way that works best for your business (e.g. time slots, availability windows, preorders, etc.).
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 local 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 p.m. The first customer’s delivery estimate will be 12:40 p.m.–1 p.m. The second and third customers will see 1 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.
Update Fulfilment Settings for Items
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, please follow the directions below:
In your Square Online Overview page, go to Items > Item Preferences or SharedSettings > Item Preferences.
Under ‘Default item fulfilment’, select Edit.
Select the fulfilment method(s) of your choice to default to.
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 in 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
Use this section to make changes to the location display name, address, phone number or email address. 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 your Square account.
Edit Advanced Settings
In your Square Online Overview page, go to Fulfilment > Pickup & Delivery and click the Advanced settings button. These options apply to local 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.
You can also enable arrival alerts for the POS app. Customers can reply ‘HERE’ via text message when they arrive, and you’ll see this on your POS app (latest version required).
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.
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.
When a customer places a local delivery order, they can pay for the order using a credit, debit or gift card. 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.
Note: Your customers are unable to pay for local delivery orders using PayPal. Since Square is the intermediary between your business and your customer, we can’t support third-party payment providers like PayPal. If you have PayPal connected to your website, your customers can still use it to pay for orders that will be delivered or picked up.
Manage In-House Delivery Orders
When you’ve finished preparing an order, navigate to the order in your Square Online Overview page > Orders.
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 local delivery, we automatically turn on text message notifications so customers receive text notifications about their order status. 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 in your Square Online Overview page in Communications > Email & Text Alerts by toggling off Text message alerts.
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 Complete.
Turn In-House Delivery Off
Go to your Square Online Overview page > Fulfilment > Pickup & Delivery, and click the toggle to turn off local delivery. You can turn local 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.