Customer Service (Order Support)
Best for: Live orders, customer‑specific questions, and urgent issues
How to contact:
Phone (24/7): 1‑800‑488‑1803
Email: [email protected]
Chat: In the Partner Portal via the 24/7 Support tab
Reasons to reach out
Live order issues
Driver is late, lost, or hasn’t shown up for pickup
Customer reports missing or incorrect items
Last‑minute timing or address complications
Order changes and cancellations
Help adjusting delivery windows or guest counts (when possible)
Confirming cancellations or modifications requested by the customer
Tax‑exempt or special billing questions from customers
Direct the customer to Customer Service so ezCater can review and update account settings if needed
Customer Service is your first stop for anything involving an active or recently completed order
Partner Success
Best for: Overall account health, growth strategy, and configuration questions
How to contact
Email: [email protected]
Reasons to reach out
Account and configuration
Questions about operational settings (hours, lead times, capacity, Dispatch options) or payments
Help understanding Operational Metrics and Reliability Rockstar criteria
Program and marketing strategy
Deciding whether to use PPP, Sponsored Listings, Rewards, Marketplace Promos, or Online Ordering Promos
Reviewing performance and planning for growth
Updates outside of the Partner Portal
Adding decision makers or brand admins
Updating delivery settings
Change of ownership
Partner Success is your go‑to team for anything account related or payment related
Menus Team
Best for: Menu content, pricing, and structural changes
How to contact
Email: [email protected]
Reasons to reach out
Menu updates
Adding, removing, or updating menu items
Changing prices to stay aligned with your catering menu
Updating descriptions, serving sizes, or packaging details
Menu issues
Items that should be temporarily disabled (supply issues)
Inaccurate or outdated content you can’t edit directly in the Partner Portal
Menu optimization questions
How to structure catering packages
How to present boxed meals and dietary‑friendly options
Photos Team
Best for: Adding or updating photos on your ezCater listing
How to contact
Email: [email protected]
Reasons to reach out
Uploading new images
Submitting new food and catering package photos
Updating banner/hero images at the top of your listing
Photo quality or compliance
Questions about photo guidelines (size, format, allowed content)
Checking whether existing photos meet ezCater standards
Photo shoot requests (where available)
Asking if your locations are eligible for a professional photo shoot
Coordinating logistics if a shoot is approved
Delivery Team
Best for: Dispatch, delivery tracking for self-delivery, delivery API
How to contact
For configuration & strategy: [email protected]
For live Dispatch issues: Customer Service at 1‑800‑488‑1803 or [email protected]
Reasons to reach out
Dispatch setup
Signing up for or enabling Dispatch
Discussing Automatic or Configured Dispatch rules
Delivery management
Deciding when to use self‑delivery vs Dispatch
Understanding delivery tracking standards and metrics
Feedback/questions on delivery tracking tools
Delivery API / integration questions
Exploring or troubleshooting Delivery API integrations
Tax Team
Best for: Questions about how tax appears on your ezCater reports and marketplace‑facilitator behavior
How to contact
Email: [email protected]
Reasons to reach out
Understanding tax lines on your payment reports
Difference between tax collected and tax remitted in your payout
How much tax ezCater remits vs how much is passed to you
Tax rate questions
Clarification tax rates for your specific jurisdiction
Requests to update tax rates for your restaurant
ezCater cannot provide tax advice, but the team can help you find and interpret the data you and your tax advisor need
Onboarding Team
Best for: New partners and new location setup
Onboarding is usually triggered when you first join ezCater or add additional locations.
How to contact
Email: [email protected]
Reasons to reach out
New partner setup
Questions while completing your onboarding checklist
Questions about onboarding status
New locations
Adding new locations to an existing brand account
Ensuring menu, pricing, and settings are consistent across new stores