Delivery order lifecycle
Order is created and a driver is assigned
A customer places a delivery order
Your store accepts the order in the Partner Portal
A manager or leader assigns a driver, or the driver self‑assigns
Once assigned, the driver receives a text message with a secure link to the delivery
Driver opens the delivery
The driver taps the link in the text or scans the QR code to view the order. They will view the order in either the app or on a mobile web browser.
If they have ezCater for Restaurants the app installed
The link opens the delivery inside the app
The order appears in their My deliveries list for that day
If they do not have the app installed
The delivery opens in a mobile web page
They can see all key details and tracking buttons in their mobile browser
On this screen, the driver can see:
Restaurant name and pickup time
Delivery address, delivery window, and event time
On-site contact info
Pickup and delivery instructions
Food and beverage breakdown
Read more here about the driver app and mobile web experience
Driver prepares to leave the store
Before leaving, the driver should:
Confirm the full order is packed and ready
Review
Exact address and suite
Delivery window
Any notes about parking, elevators, or front desk check‑ins
In the app or mobile web, they can:
Tap the address (or icon) to open turn‑by‑turn navigation
Tap call customer (or icon) to call the customer contact using a masked number
Driver starts the delivery
When the driver is leaving the store
In the mobile web or driver app they tap
Start delivery
This action
Records that the driver has departed the restaurant
Updates tracking so ezCater and the customer know the order is on the way
If the driver forgets, they will receive a reminder text close to the delivery window asking them to start the delivery
En route to the customer
Best practices while en route
Follow the suggested route and allow extra time for traffic
If delays occur, the driver should
Call ezCater for support
Call the customer contact
Completing the delivery
Once the driver arrives:
Follow any provided drop-off instructions
Call the customer contact if needed or requested
They should ensure the food is placed in the correct location and, if required, perform basic setup
Basic setup is defined as removing food items from bags and placing in the location requested by the customer, leaving lids on containers
In the mobile web or driver app, they tap
Delivery complete
This action
Records the delivery as completed in ezCater’s system
Sends final status to the customer and ezCater support
Helps you maintain strong on‑time delivery and tracking metrics
Drivers can also:
Add a photo of the final setup (app only)
Leave brief feedback about handoff or building access
If the driver forgets to complete the order, they will receive a reminder text shortly after the event time
After the delivery
After completion
The order appears as Completed in the Partner Portal
Any order issues or timing problems reported by the customer will be logged on the order
The tracking and timing data feed into your Operational Metrics and reliability profile
Delivering multiple orders
If delivering more than one order at once, drivers should:
Navigate to their orders for the day by opening the app or using the link in the text notifications
Click Start delivery on both orders when leaving the store
Mark the first order delivered by tapping Delivery complete and provide feedback and a setup photo
Navigate to the second order in either the app or mobile web
Mark the second order delivered by tapping Delivery complete and provide feedback and a setup photo (app only)
Notes for drivers using the mobile web experience:
Utilize the links from text notifications to access your orders
Use the "hamburger menu" at the top of the page and click My Deliveries to switch between orders
Tracking deliveries in the Partner Portal
You can monitor deliveries for your locations directly in the Partner Portal
Delivery tab
To see status and tracking on a specific order
Log into the Partner Portal
Go to Delivery → Deliveries
Navigate to the correct date
Scroll down to In progress or Completed deliveries
Here you can see:
Order and delivery information
Delivery status (accepted, assigned, out for delivery, complete)
Delivery timestamps for Picked up from restaurant and food delivered
Photos and feedback provided by the delivery driver (app only)
If your driver has location enabled, you'll also have access to live delivery tracking of your driver from this screen
Live delivery tracking
Live delivery tracking will be available when your in-house delivery driver is using the ezCater for Restaurants app and has their location settings enabled.
Ways to access live tracking:
From the order details page
Open the full order view by clicking on the order number anywhere in your portal
On the right hand side there will be a link to view tracking
Click the link to view a map showing the live location of the driver
From Deliveries
Navigate to Delivery → Deliveries
Scroll down to In progress deliveries
Click the link to view a map showing the live location of the driver
Connecting delivery tracking to reliability
Strong delivery tracking and on‑time performance
Improves your Operational Metrics
Helps your locations work toward Reliability Rockstar qualification
Reduces the risk of operational accountability pauses caused by late or untracked deliveries
Builds trust with customers so they feel confident ordering from you again
Additional Resources
Training Resources