Common Dispatch order issues
Below are some of the most common issues restaurant partners may see on Dispatch orders and what they usually look like in the Partner Portal or in‑store
Driver late to pickup
Driver never arrives / no driver assigned
Food not ready at pickup time
Delivery to wrong location
Missing or incorrect items
Driver professionalism concerns
These issues are rare, but when they happen, ezCater wants to know so we can support both you and the customer and follow up with our Dispatch partners
What to do when a Dispatch order goes wrong
Steps to take in the moment
If you notice an issue while the order is still active
Check the order in your portal
Confirm the order is set to Dispatch
Look at the pickup time, event time, and any visible driver status
Confirm what is ready at the store
Ensure the food is fully prepared and packed
Then take one or both of these actions
If the issue is on your end (food not ready)
Get the order finished as quickly as possible
Have a manager ready to speak with ezCater so they can update the customer
If the issue appears to be on the driver or Dispatch side (driver late, no show, wrong location)
Move quickly to contact ezCater Customer Service
Getting support for live Dispatch order issues
For any active Dispatch order issue, contact ezCater right away so we can help problem‑solve and support the customer
Customer Service (live issues)
Use Customer Service when
The Dispatch driver has not arrived at pickup
Delivery is late or appears to be going to the wrong place
The customer is calling your store about a problem you cannot fix on your own
Contact
Phone (24/7): 1‑800‑488‑1803
Email: [email protected]
Chat: via Partner Portal
Have this information ready
ezCater order number
Your restaurant name and location
A short description of what is happening such as driver late, food not ready, wrong address
What you have already done so far
Order Support can
Check the driver’s status and ETA
Contact the driver and customer if needed
Help find a solution such as updated timing or alternate arrangements
Sharing feedback about Dispatch partners
Not all Dispatch issues are urgent. Sometimes you may want to share feedback after the order is over, such as
Consistently great drivers you want to recognize
One‑time issues that did not require a live fix but should be noted
Concerns about how a specific driver handled the delivery
When and how to send Dispatch feedback
Email our Delivery team via [email protected] to report:
Positive driver feedback
Food handling concerns
Driver professionalism
Include:
The ezCater order number
Approximate date and time
A clear description of what went well or what went wrong
Any supporting details (for example “customer said driver left food in lobby with no call”)
This helps the Delivery team:
Address issues with specific delivery partners or drivers
Recognize top performers
Improve Dispatch quality over time for your market
Using order history and metrics to prevent repeat issues
After an issue, it’s helpful to look back at the order and your metrics
In Orders → Completed, open the relevant order
Review Issues reported with this order
Confirm whether timing or accuracy issues were logged
In Operational Metrics, check
On‑time delivery
Ready for ezDispatch / food‑ready
Delivery tracking
Use what you learn to
Adjust prep processes so food is always ready at Dispatch pickup time
Improve pickup instructions so drivers can find the location more easily
Identify if certain locations or days need extra support or changes in how you use Dispatch
By knowing what to do when Dispatch orders go wrong, and by contacting ezCater quickly for live support and follow‑up, you help protect your customers’ events and strengthen your own reliability on ezCater