This article talks through some common delivery issues and how they can resolved.

During busy periods, it may be possible that there are no drivers available to pick-up an order.

When this occurs, the status of the order will be set as Action needed.

The order will show that there is no driver available and a manager must take action.

Possible actions available:

If a customer's delivery address is not recognized by the delivery company, the status of the order will be set as Action needed for a reason of Invalid dropoff address.

Here, a manager may take one of two actions:

If the location is updated to a recognized address, the delivery request will be automatically re-submitted to the delivery company.

When an order has a status of Awaiting driver, this means that a delivery service provider has accepted the delivery but has not yet assigned a driver to the order. The Driver Pick Up column will provide an estimate of when a driver can be expected.

If the order remains in a status of Awaiting driver beyond a reasonable time, you may wish to contact the delivery company. Their phone number can be found by clicking the help icon against the order. The order may also be re-assigned, or even cancelled if the customer so requests.

When an order has a status of Picking up, this indicates a driver has been assigned and is enroute to pick up the items.

The estimated time of the driver's arrival at the restaurant is displayed under the Driver Pick Up column.

The name of the driver, along with their vehicle type, can be found at the bottom of the screen that appears when the order is clicked.

If for some reason the driver does not arrive at the restaurant as expected, you may wish to contact the delivery company. Their phone number can be found by clicking the help icon against the order. The order may also be re-assigned, or even cancelled if the customer so requests.

When an order has a status of On the way, this indicates the driver has picked up the order from the restaurant and is enroute to the drop-off location.

The estimated time of the driver's arrival at the customer is displayed under the Drop off column.

The name of the driver, along with their vehicle type and driver rating, can be found at the bottom of the screen that appears when the order is clicked.

If for some reason the driver does not deliver the food to the customer within the expected timeframe, or the order is marked as Delivered but the customer complains they have not received the order, contact the delivery company. Their phone number can be found by clicking the help icon against the order.

If you are unable to resolve the issue after speaking with the delivery company, contact the customer to find out if they would prefer you to cancel the order and provide a refund or re-fire the food and request another delivery.

If a customer complains that they received an incomplete or wrong order, ask if they would like a refund or for the order to be replaced/missing items to be delivered.

Refund the order

Replace the food