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On-Demand Delivery with Square Online

Square has made delivering orders simple and easy for your business. With On-Demand Delivery, a courier from a reliable delivery service provider will be dispatched automatically to your business' location to fulfill the delivery. Customers can sign up for text alerts, which link to a live map for real-time order tracking.

With On-Demand Delivery, you won't have to pay commissions; just a flat fee of $1.50 per order. You can choose to cover the fee, pass the delivery costs on to your customers, or cover delivery for orders over a certain amount (e.g. free delivery for orders over $50).

Already have your own delivery staff? Try In-House Delivery.

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

Turn On-Demand Delivery On

Enable location

You will first need to enable delivery for your locations. To do so, please follow the directions below:

  1. From your Square Online Overview page, go to Fulfillment > Pickup & Delivery.

  2. Choose a location, and toggle on Accept delivery orders.

  3. Select On-Demand Delivery.

  4. Finish setting up all other delivery features, and select Save when finished.

The Location display name for your business should be descriptive of your location.

Note: By selecting On-Demand Delivery as your delivery option and proceeding, you agree to the On-Demand Delivery Terms of Service.

Set up location

Next, you’ll need to set up a few delivery settings for your location.

Hours

Select the hours during the week when this location can fulfill pickup and delivery orders.

Order timing

Set prep times for different items, allow customers to schedule their orders for a time of their choosing, and even limit the number of pick up orders allowed to not overwhelm your business.

Delivery settings

Set a maximum delivery fee, how much of the fee you or the customer will pay, minimum order amount, a service fee, and whether or not to allow for no-contact deliveries.

Note: It is common to charge customers a service fee for the convenience of delivery, and we would recommend implementing a service fee that helps you cover the increased fees of doing business online.

Instructions

Add pick up instructions for the courier, or delivery instructions for your customers.

Fulfillment Workflow

Mark orders as Ready before Complete. This notifies the customer that their order is prepared and it’s ready for pickup, if applicable. Change the status from Ready to Complete when the order has been picked up.

Update Fulfillment 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 fulfillment method for newly-added items to a specific fulfillment 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 fulfillment, select Edit.

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

  4. Select Save when finished.

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

Note: You can edit fulfillment 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 fulfillment section, or by using the bulk editing method.

Manage On-Demand Delivery Orders

You can manage your On-Demand Delivery orders with a few different tools, including the Square Online Overview page, the online Square Dashboard, the Order Manager in Square POS, as well as printed order tickets. Learn more below.

Square Online Overview Page

To view, track, and fulfill orders in your Square Online Overview page:

  1. Go to your Square Online Overview page > Orders. In this area, new orders will have an order type of Delivery, and a status of Pending.
  2. Select an order to view more details.
  3. To accept the order, select Mark as in progress in the top right corner.
  4. Mark as ready when the items are available for pickup.
  5. Mark as complete once the order has been picked up. If it’s a non-physical item, you can Mark as complete once it’s been fulfilled.

Online Square Dashboard

To view, track, and fulfill orders in your online Square Dashboard:

  1. Go to your online Square Dashboard > Orders. In this area, new orders will show a status of New.
  2. Select an order to view more details.
  3. To accept the order, select Mark as in progress in the top right corner.
  4. Mark as ready when the items are available for pickup.
  5. Mark as complete once the order has been picked up.

You can also filter pickup or delivery orders using the Type drop down filter at the top of the page.

Order Manager in Square POS

You can use the Order Manager in the Square POS app on iPad, Android tablets/phones, as well as Square Register. To do so:

  1. Tap the three horizontal lines to open the menu, and select Orders. In this area, new orders will show a status of New if you use the Active filter.
  2. Tap on an order to view more details.
  3. To accept the order, select Mark as in progress in the top right corner, or bottom of the order popup.
  4. Mark as ready when the items are available for pickup.
  5. Mark as complete once the order has been picked up.

Orders scheduled for future delivery can be viewed using the Upcoming filter. Learn more about orders in Square POS.

Printed Order Tickets

To print orders that come from Square Online with a compatible printer station, first ensure you have completed the setup for pickup and delivery from your Square Online Overview page > Pickup & Delivery. Once complete, you can automatically print new orders from Square Online by following the directions below:

  1. In the Square POS menu, navigate to Settings > Orders > Alerts.
  2. Toggle on Allow Alerts.
  3. Under Frequency, set it to Immediately.
  4. Go to Settings > Orders > Print orders.
  5. Toggle on Automatically Print New Orders.

Order Tickets will display Postmates Pickup [Time] or DoorDash Pickup [Time], as well as any delivery notes (e.g. Delivery ID) provided by the courier. Learn more about printing your orders, and setting up printed tickets for orders in Square POS.

Refunds

Refund responsibility

Cancellation Period Cancellation Fee Delivery Fee Refund Tip Refund
Order Placement to Dispatch None Refunded Refunded
Dispatch to Pickup Postmates: $5.00 charged to your business

DoorDash: None
Refunded Refunded
Pickup to Delivery None No Refund Refunded
Post-Delivery None No Refund No Refund

Processing refunds

If an appeal with the On-Demand Delivery courier is successful, the disputed amount will be credited back to your Square account within 31 days.

You will receive an email from Square when the credit has been processed to your account. You can see these adjustments from the Balance Overview page in the online Square Dashboard by going to Transfer Reports and selecting a report. When the report loads, view what’s listed under Total Collected > Other.

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

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

Switch Delivery Types

To switch between In-House Delivery and On-Demand Delivery in Square Online, please follow the directions below:

  1. From the Square Online Overview page , go to Fulfillment > Pickup & Delivery.

  2. Under the location in question, select Edit location.

  3. Edit the Delivery settings.

  4. Choose between delivering orders with your own couriers using In-House Delivery, or with third party couriers using On-Demand Delivery.

  5. Complete all other delivery details, and select Save when finished.

Turn On-Demand Delivery Off

Go to your Square Online Overview page > Fulfillment > 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.

FAQ

Who is the service provider for On-Demand Delivery?

On-Demand Delivery orders are fulfilled by Postmates or DoorDash.

What is my onboarding status for On-Demand Delivery?

If you have questions about your onboarding status with an On-Demand Delivery service provider, you may follow up with them directly.

What are the fees for On-Demand Delivery, and how are those fees calculated?

Square charges a $1.50 dispatch fee to your business for orders placed through On-Demand Delivery.

The delivery fee charged to your customer is a variable fee charged by the delivery service provider, based on delivery distance and other factors.

  • Postmates: All states except California: $4.50 + $0.95/km rate fee (Postmates measures in km). California only: $7.20 + $0.75/km rate fee.

  • DoorDash: All states except California: $6.99 fixed fee for up to 5 mile radius (DoorDash does not support deliveries outside of a 5 mile range). California only: $8.99 fixed fee for up to 5 mile radius.

Note: You will still be charged a processing fee of 2.9% + 30¢ per transaction for Square Online purchases (2.6% + 30¢ per transaction if on the Premium plan).

How can I view a detailed report of the On-Demand Delivery fees?

To view the exact details of the delivery fees for each order, you can export a full delivery fee breakdown report by following the directions below:

  1. From your Square Online Overview page, go to Orders > Export Orders.
  2. For Report Type, choose Delivery fee breakdown report.
  3. When finished, select Export.

We’ll then send you an email with a download link as soon as your export file is ready, which is sent to the email address associated with your Square Online account. If you don’t receive the download link within ten minutes, please be sure you’re checking the right email address and/or its spam folder.

Who do I contact if the order was picked up, but my customer has an issue with their delivery?

If there is an issue after the order is picked up, or with the order delivery, you can escalate the issue to the service provider.

  • Postmates: Call 1 (866) 570-6466. Order information, such as the API Delivery Token Order and Order Number, are available in the delivery notes.

  • DoorDash: Call 1 (855) 599-7066. Be sure to state that it’s a DoorDash Drive Delivery, and provide the Store Name, Customer Name, Customer Phone Number, and Delivery ID.

Can my customers contact the courier directly?

Yes, your customers have the ability to contact the courier directly via the phone number listed on their receipt.

Note: Customer’s must call using the phone number they listed on their order.

Can I get more information on when the courier will arrive?

You can contact the service provider to request more information on when the courier will arrive and/or request a re-dispatch.

Postmates: Call 1 (866) 570-6466

DoorDash: Call 1 (855) 599-7066

What if a courier never picks up a delivery?

In the event that no courier arrives to pick up the order, please contact the service provider to request a re-dispatch.

Postmates: Call 1 (866) 570-6466. Order information, such as the API Delivery Token Order and Order Number, are available in the delivery notes.

DoorDash: Call 1 (855) 599-7066. Be sure to state that it’s a DoorDash Drive Delivery, and provide the Store Name, Customer Name, Customer Phone Number, and Delivery ID.

What should I do if a courier cancels?

When a courier cancels their participation in an On-Demand Deliver order, a new courier will be automatically dispatched. This can sometimes occur in the event that they have too many deliveries, and the order wasn’t ready for delivery when the courier arrived.

How are fees handled if an On-Demand Delivery order is canceled?

If a delivery order is canceled before the courier is dispatched to your location, there is no cancellation fee, and all money will be refunded to the customer.

If a delivery order is canceled after the courier is dispatched but before the order is picked up, the service provider may charge a cancellation fee. If you refund the order in full to the buyer, you will still be responsible for this cancellation fee.

If a delivery order is canceled after the courier has picked up the order from your location, the service provider will not refund the calculated delivery fee for that order. If you refund the order in full to the buyer, you will still be responsible for this delivery fee.

What do I do if my customer wants the delivery later in the day?

At this time, On-Demand Delivery does not allow orders to be placed for delivery in the future. You can look for updates on new features in our Seller Community.

How does tipping work?

100% of the tip amount provided by the customer at checkout is passed to the courier.

How should I prepare my business for an On-Demand Delivery?

  • Have the items ready for pickup, as delays are much more likely to result in a late delivery.

  • Have a designated pickup area where the service provider can easily locate the order. This will help reduce disruption to your in-store business.

  • Label all orders, and ensure the courier is picking up the correct order.

  • Include pickup and dropoff instructions.

Do I need to list my business on the service provider’s app?

No, you do not have to set up your business on their apps.

Do I need to manage orders with the service provider directly?

For the most streamlined experience, it is best you manage your On-Demand Delivery orders in your Square account. However, you do have additional options.

  • DoorDash: You can find the DoorDash Drive Portal at doordash.com/drive. The Drive Portal can help you manage your Drive account, including managing your orders and reviewing your order history. The Drive Portal is separate from the DoorDash merchant portal.
  • If you’re having trouble accessing the Drive Portal, you may be logged into another DoorDash merchant account that is not associated with Drive. Try navigating to doordash.com, and refreshing the Drive Portal page.
  • If you have an email address and password from DoorDash, but when you go to doordash.com/drive, you don’t see where to log in, it is due to the DoorDash cookies placed on your browser from the DoorDash merchant portal. To resolve, delete the Doordash cookie from your browser, and go back to doordash.com/drive. You should now see the standard Doordash Drive login page.
  • Alternatively, you can access the Drive Portal from an incognito window in your browser. However, if you’re still experiencing issues logging into the Drive Portal, feel free to reach out to merchant-drive-support@doordash.com.
  • To rate your Dashers, you can open the applicable order delivery in your Drive Portal’s Order History.
  • Your customers can also easily track order deliveries on their smartphones, which helps reduce Dasher wait times upon arriving. DoorDash can disable these notifications at the business level. Please notify your Partner Manager to disable.

Do I need to sign a separate contract with the service provider?

No, there is no separate contract that is signed. You can edit your delivery settings, or disable On-Demand Delivery, at any time.

Do I pay processing fees on delivery charges?

Yes, you will still be charged a processing fee of 2.9% + 30¢ per transaction for Square Online purchases (2.6% + 30¢ per transaction if on the Premium plan).

I have a paid Square Online plan. Can I offer Paypal as a payment method for On-Demand Delivery?

No. Since Square is the intermediary between your buyer and the delivery service provider, we cannot support third party payment providers like Paypal.

Can customers use gift cards for On-Demand Delivery orders?

No. Gift cards currently cannot be used for On-Demand Delivery orders.

Can my business request a refund from an On-Demand Delivery service provider?

You can file an appeal with one of our On-Demand Delivery service providers below.

Postmates: Appeal form

DoorDash: Email merchant-drive-support@doordash.com

Note: If an appeal with Postmates or DoorDash is successful, the disputed amount will be credited back to your Square account within 31 days. Appeals through Postmates must be submitted within 72 hours of the Pickup Time for the order in question.

Can I have age restricted items like alcohol, tobacco, and CBD delivered with On-Demand Delivery?

No. We don’t currently support age verification for On-Demand Delivery.

How do I report a driver issue?

You can file an appeal with one of our On-Demand Delivery partners below.

Postmates: Appeal form

DoorDash: Email merchant-drive-support@doordash.com

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