Integrate partnership platforms for Square Online pickup and delivery orders
About partnership integrations
Partnership order integrations allow you to leverage popular third-party ordering platforms your customers already use for pickup, curbside, and local delivery. You can integrate popular order partnerships such as DoorDash, Postmates, Deliverect and more.
Before you begin
Before you can integrate partnership ordering platforms, you need to create a Square Online site. Learn how to set up your Square Online website.
When a customer places an order through a third-party partner, you can view the delivery orders from your Square POS app(s). Delivery orders may reflect as pickup or curbside orders in the Square POS apps. This is due to a third-party partnership integration.
To partially or completely cancel an order, you’ll need to take action from the ordering platform where the order was placed. You won’t be able to cancel an order from the Square POS app(s). Once the order is canceled through the partner, it’ll be marked as Completed.
You have two options for using integrations with Square Online orders:
Connect integrations from Square App Marketplace. Customers can place orders via a delivery partner (like DoorDash), and orders are routed to your POS system.
Set up On-Demand Delivery from your Square Dashboard. With On-Demand Delivery, orders are placed using Square POS, and DoorDash or Uber Eats/Postmates are used to deliver your orders. 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.
Option 1: Connect third-party integration
Sign in to your Square Dashboard and click Settings > App integrations.
Click Visit App Marketplace.
Search the partnership you want to use for orders.
View the partnership information and click Get Started.
Option 2: Manage On-Demand Delivery orders
You can choose On-Demand Delivery for your Square Online orders delivery method. Learn how to set up delivery options with Square Online.
- Open your Square POS app.
- Tap Orders from the navigation bar or tap ≡ More > Orders.
- Select an On-Demand Delivery order.
- Under Courier status, tap View.
View the courier information, such as location, phone support number, and delivery updates log.
Square charges a $1.50 dispatch fee to your business for orders placed through On-Demand Delivery. 100% of the tip amount provided by the customer at checkout is passed to the courier.
Learn more about courier fees from DoorDash Merchant Support page.
When a courier cancels their participation in an On-Demand Delivery 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.
If a delivery order is canceled before the courier is dispatched to your location, there is no cancellation fee. 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’ll still be responsible for the cancellation fee.
If a delivery order is canceled after the courier has picked up the order from your location, the service provider won’t refund the calculated delivery fee for that order. If you refund the order in full to the buyer, you’ll still be responsible for the delivery fee.
Postmates: Call 1 (866) 987-3750. Be sure to have your Delivery Token or Uber ID available to share with the receiving agent.
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.
Contact the service provider for the following:
- To get more information on when the courier will arrive.
- To request a re-dispatch in the event that no courier arrives to pick up the order.
- To escalate if your customer has an issue with their delivery.
- To request a refund from the On-Demand Delivery service provider. If an appeal with the On-Demand Delivery service provider is successful, the disputed amount will be credited back to your Square account within 31 days.
- Postmates: Email uberdirect@uber.com.
- DoorDash: Email merchant-drive-support@doordash.com.
- To report an issue with a driver.
DoorDash: Email merchant-drive-support@doordash.com.
Your customers have the ability to contact the courier directly, but must do so from the phone number listed on their order.