In-House Delivery with Square Online
|Don't have your own delivery staff? Try On-Demand Delivery.|
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 Settings > 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.
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 edit your location settings.
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 AM - 5:00 PM). You can edit the hours and days here without affecting the settings in your Square account.
Note: If you’re also using the pickup option, you can choose to use the same hours for both delivery and pickup, or use a separate set of hours for each. Click the toggle at the top of the Hours settings to set up separate days and times for pickup and delivery.
Check the box for each day that you will offer delivery, then enter the delivery hours. Click the "+" button to create another time frame to exclude certain hours of the day. For example, if you don’t want to deliver orders during your lunch hour, you can add a range that starts after lunch.
Set Up Order Prep Time and In-House Delivery 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. 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 > Item Library/Site Items, and click on an item to edit. Finally, scroll down to the fulfillment section, and select a prep time.
Click the toggle if you want to allow customers to schedule deliveries. During checkout, buyers can 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 Space out pickup & delivery orders, 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 pm. The first customer’s delivery estimate will be 12:40 pm - 1:00 pm. The second and third customers will see 1:00 pm - 1:30 pm and 1:20 pm - 1:40 pm 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 Timing and Settings
You can set up your delivery area using a radius, or by entering specific postal codes, for the locations you’ll deliver from.
To use the radius option, enter a number for your delivery range, and choose miles or kilometers from the dropdown menu. This number should represent the maximum distance you will travel for a delivery, and is based on your location address. 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 postal code option is pre-filled with your location postal code. You can enter multiple codes by hitting enter after each one. This option is best for highly-populated urban areas.
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 charge 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 are using the delivery area radius setting, you can also charge different fees based on the distance.
Select Distance-based fee from the menu, then enter a distance and corresponding fee. Check 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 to move on and finish.
Update Item Fulfillment
Your location is now ready to accept pickup and/or delivery orders, but your items may not necessarily be available for pickup and/or delivery. To default the fulfillment method for newly-added items to shipping, pickup, and/or delivery, please follow the directions below:
From your Square Online Overview page, go to Settings > Item settings.
Under Default item fulfillment, select Edit.
Select the shipping, pickup, and/or delivery option(s).
Select Save when finished.
Note: You can edit fulfillment for the rest of your items at any time from your Square Online Overview page in Items > Item Library/Site Items. Do this by selecting an individual item and going to the fulfillment section, or by using the the batch editing option in the Item Library/Site Items page.
Edit Location Settings
From your Square Online Overview page, go to Settings > Pickup & Delivery, and click the Edit location link if you need to make any changes. Use the Edit links next to each section to open and change the settings.
If you need to make changes to the location address, email, or phone number, click Edit next to the 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 Square.
Edit Advanced Settings
From your Square Online Overview page, go to Settings > Pickup & Delivery, and click the Advanced settings button to configure options that will apply to delivery and pickup for every location.
To prevent customers from submitting large orders that may be difficult to fulfill, click 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 cart.
You can also turn on tipping, and select a default tip amount that will be 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 your customer visits your order online page, they’ll be prompted to enter their address before viewing the menu.
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.
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 have Paypal connected, or accept gift cards, your customers can still use those options to pay for orders that will be shipped 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 > Items > 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 finalize 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 > Settings > Checkout > Advanced Settings.
Here are 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 > Settings > 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. If you would like to temporarily stop accepting all online orders regardless of fulfillment method, go to your Square Online Overview page > Settings > Checkout, and click the toggle to turn off online ordering.