This article walks you through the most common delivery issues and the steps you can take to resolve them.
Cannot locate the restaurant
Cannot locate the restaurant
The app displays the full address of the restaurant. Tap the GPS icon to bring up your preferred map app and view directions to the location. If you are still unable to locate the restaurant, you should call the restaurant. You can call the restaurant at any time by tapping the ellipsis in the top right hand corner of the delivery details and selecting Call restaurant
Cannot locate the drop off address
Cannot locate the drop off address
The app displays the full address of the drop off location. Tap the GPS icon to bring up your preferred map app and view directions to the location.
Sometimes the customer will leave notes on how to find their address. You can find these notes at the top of the delivery details screen.
If you are still unable to locate the drop off address, you should contact the customer. You can either message or call the customer by tapping the relevant icon within the app.
No safe place to leave the order
No safe place to leave the order
If the customer has requested a contactless delivery, or the customer is not available but the restaurant allows you to leave the order, then you should look for a safe place to leave the order.
If a customer has provided instructions on where to leave the order, you should follow these instructions. You can also call the customer to ask for instructions on where you should leave the order.
A safe place is one which:
Can't be accessed by animals and is protected from the weather
Located as close to the drop off address as possible
Preferably not visible to passerbys
Preferably undercover
Examples of safe places to leave an order:
With a concierge in an apartment block
At the front door, without obstructing the customer's ability to open it
Under a porch or by a front gate, provided it is undercover
If there is no safe place to leave the order and you have been unable to contact the customer, you should return the order to the restaurant.
Issue with food delivery
Issue with food delivery
Sometimes you may arrive at a customer's address only for them to find there is an issue with their order. For example: The food is cold
An item is missing
An incorrect item has been received
The best thing to do in this case it to call the restaurant and explain the issue. They can advise you on what steps you can take to try and resolve the issue.
If the customer does not want to accept the order, tap on Can't leave the order in the app to initiate the returns process. Proceed with returning the order to the restaurant.
Estimating Delivery Range for Phone Orders
Estimating Delivery Range for Phone Orders
When using In-House Delivery (IHD), delivery range are automatically validated for online orders. However, when customers call in orders over the phone, it can be difficult to know on the spot whether their address falls within your specified delivery range.
If you are taking phone orders and need to verify delivery eligibility, use one of the two workarounds below to manage this scenario.
Recommended Solution for Shift4 Dine Customers in the "Dine" Portal
To completely avoid double data entry, the best method is to process the phone order directly through your online ordering portal (Dine) on behalf of the customer.
How it works:
Take the order over the phone as you normally would.
Instead of typing it into your POS first, open your Dine online ordering page in a browser web tab.
Input the customer’s address. Dine will instantly validate the delivery zone.
If the address is outside the range, the system will not accept the order, letting you know immediately while the customer is still on the phone.
If the address is valid, proceed to enter their order and checkout as if you were the customer.
The Result: The system will automatically push the order directly to your POS and seamlessly dispatch the delivery request to the IHD system.
Alternative Solution: Pre-Verify via the Delivery System
If you prefer not to use the online ordering portal, you can manually test the address in the delivery system dashboard before finalized processing.
How it works:
Enter the order details and address into the delivery dashboard first.
Check the system response:
If the system successfully accepts the address and calculates a delivery route, the order is within your range.
Once validated and accepted by the delivery system, manually key the order into your POS to ring it up.
⚠️ Note: While effective for verification, this method requires an extra step of double data entry (typing the details into both the delivery system and your POS).
No third-party driver available when creating manual order
No third-party driver available when creating manual order
If you attempt to manually create an order and receive an error that no third-party delivery service providers are available, it is usually due to delivery distance limits.
Our delivery partners have a 10 km maximum service radius from your restaurant's location. If a customer's drop-off address exceeds this limit, third-party drivers will not be able to accept the order.