Overview of Dispatch options
All Dispatch options use the same core service
ezCater connects your orders to a network of professional catering drivers
Customers pay you your delivery fee
You pay a Dispatch fee when you use ezDispatch
Dispatch is available for orders that meet distance and timing requirements, typically within about 20 miles of your store in covered metros
The main difference between options is how and when orders are routed to ezDispatch
On‑demand – you choose Dispatch order by order
Automatic – ezDispatch is used for all eligible orders by default
Configured – ezDispatch is used automatically based on rules you define
Dispatch On-demand
What it is
With Dispatch On-demand, your team decides per order whether to use Dispatch or handle delivery in‑house
You request a Dispatch driver only when you need one
You keep full control from the Partner Portal
How it works
For each delivery order:
Accept the order in the Partner Portal
Upon acceptance or in the order’s delivery section, choose one of the options
Assign in‑house driver (self‑delivery)
Request Dispatch (third‑party driver)
If you choose Dispatch
ezCater finds a driver through our delivery partners
The order will show you the delivery partner and what time they'll be on-site for pickup
You prepare and package the order and hand it off at the scheduled pickup time
You can request a Dispatch driver up to 90 minutes before the event time, assuming coverage and capacity in your area
When on‑demand is a good fit
On‑demand is a strong option if:
You have some in‑house drivers but sometimes need backup
You want to test Dispatch gradually before committing to a broader rollout
Your demand is seasonal or unpredictable, and you only need extra help on certain days
Automatic Dispatch
What it is
With Automatic Dispatch, Dispatch becomes your default delivery method for ezCater orders
All delivery orders are automatically routed to Dispatch
You do not need to request a driver order by order
How it works
Once Automatic Dispatch is enabled for a location
When a customer places an order, ezCater automatically assigns the delivery to Dispatch
Your team focuses on
Preparing the food
Having it ready at the pickup time
Ensuring the driver has everything before they leave
When Automatic Dispatch is a good fit
Automatic Dispatch works best if:
You do not have your own delivery drivers and want ezCater to handle delivery for you for all delivery orders
You want to maximize reliability and tracking with minimal in‑store coordination
You want managers to focus on prep and execution, not driver scheduling or delivering orders themselves
Configured Dispatch
What it is
Configured Dispatch is a rules‑based approach that automatically decides when to use Dispatch and when to use in‑house delivery, based on criteria you define.
How it works
Configure settings that route certain orders automatically to Dispatch:
Login to your Partner Portal (web)
Navigate to Delivery → Dispatch
Choose which settings you would like to enable (see below)
Set rules based on:
Lead time
Orders placed too close to your lead time automatically assigned to Dispatch
Time of day
Orders scheduled for delivery within a specified time frame (i.e. 10AM - 2PM) assigned to Dispatch
Order size
Orders either greater than or less than a specified amount assigned to Dispatch
Delivery distance
Orders over a specified distance assigned to ezDispatch
You can turn on any or all Configured Dispatch settings to build a delivery setup tailored to your specific needs.
When Configured Dispatch is a good fit
Configured Dispatch is ideal if:
You have an existing driver team, but also want to protect them from overload
You operate many locations and need consistent rules across stores
You want to automate decision‑making while still balancing delivery labor and Dispatch cost
How to choose the right solution
Choosing the right Dispatch setup depends on your driver capacity, growth goals, and budget
Key questions to ask
Do you have reliable in‑house drivers today?
Are all of your drivers capable of providing delivery tracking?
How often do you have to reject or cancel orders due to lack of delivery capacity?
Are you trying to grow catering volume without hiring a driver team?
How important is it to automate delivery decisions vs choosing on each order?
Recommended approaches by scenario
You have no driver team (or very limited delivery capacity)
Recommended
Start with Automatic Dispatch for all eligible orders
Why
Simplifies operations
Ensures every qualified order has a driver
Lets you focus on food and service while Dispatch handles delivery
You have a small driver team that gets overwhelmed at peak times
Recommended
Use Dispatch On-Demand or Configured Dispatch
Why
On‑demand lets managers call in Dispatch support only when needed
Configured rules can automatically send long‑distance or high‑risk orders to Dispatch and leave local, simple drops to your team
You are a larger brand looking for consistency
Recommended
Set up Configured Dispatch in your Partner Portal (web)
Why
Rules can be applied consistently across multiple locations
Helps enforce brand‑level standards for when to use self‑delivery vs Dispatch
Reduces case‑by‑case decision‑making and supports better reliability metrics
Getting help choosing and setting up options
If you are unsure which option is right for your restaurant or brand
Email [email protected] and mention you’d like to review Dispatch options
Share
How many locations you have
Whether you use your own drivers today
Any common challenges such as late deliveries, overbooked drivers, or rejected orders
Partner Success and the Delivery team can help you:
Choose between on‑demand, automatic, or configured Dispatch
Set up or adjust your delivery settings
Monitor results through Operational Metrics and payment reporting
By picking the right Dispatch option for your operations, you can say “yes” to more orders, protect your staff from overload, and deliver a more reliable experience for your ezCater customers
Additional Resources
Training Resources