Before you request Dispatch
Confirm your delivery settings and capacity
Make sure your delivery fees reasonably cover the Dispatch fee when requesting Dispatch on-demand.
Set realistic lead times so you only receive orders you can prep in time
Use capacity limits and temporary/holiday closures to avoid days when you cannot support orders
Keep pickup instructions updated for your store (parking, entrance, special access)
Choose the right Dispatch option
Use on‑demand Dispatch if you only need drivers occasionally
Consider Automatic or Configured Dispatch if you rarely or never self‑deliver
Read here to understand which Dispatch options matches your staffing and growth goals
Accepting the order and requesting Dispatch (on-demand only)
Review the order carefully at acceptance
Confirm the event time and delivery window
Check headcount and order size so you know what the kitchen needs to produce
Make sure the delivery address is within 20 miles and reasonable for your team to prepare on time
Request Dispatch early
As soon as you accept the order, click Request Dispatch
Avoid waiting until the last minute, especially for large or complex orders
Preparing the order for Dispatch pickup
Print and use the order as a checklist
Print the full ezCater order for every Dispatch delivery
Use the printout to confirm
Each item and quantity
Dietary requests and special instructions
Pickup time and delivery window
Pack and label for travel and clarity
Use secure packaging (tight lids, taped boxes, bags that won’t tip over)
Clearly label:
Boxed lunches with names and diet notes
Vegetarian, gluten‑free, and other dietary‑specific items
Bundle related items together so the customer can quickly see what was delivered
Have food ready before pickup time
Treat the pickup time as your internal deadline
Aim to have everything packed and staged at least a few minutes before the scheduled pickup
Use the food ready for pickup tool to show the order ready on time in your restaurant
Handoff to the Dispatch driver
Use the printed order during handoff
When the driver arrives, use the printout to:
Confirm the order number with the driver
Ensure the driver has all items before they leave
Hand the printout or a copy to the driver where appropriate so they can reference it at drop‑off
Confirm pickup and timing
Make sure the driver has:
All bags and boxes listed on the order
Any needed serving utensils or tableware you include
No items that need to be returned
Once drivers depart, they typically can’t come back, so only send items that are going directly to the customer
If you see a driver arrive much earlier than expected, confirm:
the order number with the driver
the customer requested delivery time
During and after delivery
Track Dispatch orders
Use the Orders → Upcoming view to keep an eye on Dispatch orders for the day
Use the live driver tracking to ensure the drive is en route to the restaurant
Check the delivery status for accuracy (i.e. an order marked as "on the way" when it has not been picked up
Communicate quickly when something is off
If you notice
Driver has not arrived at pickup by the scheduled time
You will not have the food ready in time
Customer calls your store about a delivery issue
Contact Customer Service right away
Phone (24/7): 1‑800‑488‑1803
Email: [email protected]
Have the order number and a brief description of the situation ready so ezCater can help quickly
Review completed Dispatch orders and feedback
After events
Check Orders → Completed for any Dispatch orders with issues
Check Operational Metrics and the "ready for dispatch" scorecard for order issues and inaccuracies
Use what you see to
Adjust prep timelines so food is ready at pickup
Improve pickup instructions to make locations easier for drivers to find
Identify days or shifts that might need more staffing or earlier prep for Dispatch orders
Submit disputes when needed for any orders marked incorrectly by Dispatch drivers
Working with ezCater on continuous improvement
Share driver feedback
For driver issues or standout performance, share details with our Delivery team:
Include
ezCater order number
Approximate date and time
What went well or what went wrong
Use training resources with your team
Include Dispatch best practices in your manager and shift‑lead training
Make sure staff know
How to request Dispatch
When food must be ready for pickup
How to print ezCater orders
By following these Dispatch best practices
Requesting Dispatch early when needed
Printing and checking every order
Having food ready by pickup time
Monitoring orders and contacting support quickly when issues arise
you’ll be better equipped to say “yes” to more catering orders while delivering a reliable, professional experience for your ezCater customers