On-Demand Delivery with Square Online FAQ
|Ready to set up On-Demand Delivery? Go to the Square Online Overview page.|
Square has made delivering orders locally simple and easy for your business with Square Online and On-Demand Delivery. In this article, get answers to the most common questions related to getting started, fees, order management and payments, and who to contact for any concerns related to On-Demand Delivery orders.
To learn more about building your website first, check out getting started with Square Online.
Who is the service provider for On-Demand Delivery?
On-Demand Delivery orders are fulfilled by Postmates and/or DoorDash.
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 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.
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.
Can I have age restricted items like alcohol delivered with On-Demand Delivery?
If you’re selling physical items or food and beverage items, you may sell alcohol with Square Online if permitted by law in your area. Learn more about selling alcohol with Square Online for additional details specific to On-Demand Delivery.
Note: In order to view On-Demand Delivery orders for alcohol on Square POS, you must update to the latest version of the POS app. Additionally, alcohol delivery is only available with On-Demand Delivery via DoorDash at this time.
Can I have age restricted items like tobacco and CBD delivered with On-Demand Delivery?
We don’t currently support age verification for tobacco and CBD products.
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 fee charged to your customer is a variable fee charged by the local delivery service provider based on delivery distance and other factors.
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).
How can I view a detailed report of the On-Demand Delivery fees?
To view the exact details of the local delivery fees for each order, you can export a full On-Demand Delivery fee breakdown report by following the directions below:
From the Square Online Overview page , go to Orders > Export Orders.
For Report Type, choose Delivery fee breakdown report.
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.
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.
How should I prepare my business for an On-Demand Delivery order?
Here are some tips for setting up your business for success with 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 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 in Orders; however, you do have additional options.
What should I do if a courier cancels an order?
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 pickup when the courier arrived.
What do I do if my customer wants the delivery order 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.
Who gets the tip when customers pay for an order?
100% of the tip amount provided by the customer at checkout is passed to the courier.
Can customers pay with Paypal for On-Demand Delivery orders?
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 pay with gift cards for On-Demand Delivery orders?
No. Gift cards currently cannot be used for On-Demand Delivery orders.
Who to Contact for Concerns
Who do I contact to 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.
Who do I contact 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.
Who do I contact if an order was picked up, but my customer has an issue with the delivery of the order?
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.
Who do I contact to 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.
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.
Who do I contact to report a driver issue?
You can file an appeal with one of our On-Demand Delivery partners below.
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 from the phone number they listed on their order.