Finding Meal Program orders in the Partner Portal

To locate and view your orders:

Login to your Partner Portal (web)
Navigate to the Meal Program tab
Select Schedule to see upcoming orders
Find the order by date, customer or location and click "View order"

Here you'll see:

Full item-level breakdown of employee meals
Current headcount and order totals once cutoff time passes
Labels and prep checklist once the order has hit cutoff

Orders are subject to change prior to cutoff time

Please note that the Meal Program tab is the source of truth for these orders. If you view a Meal Program order on the Orders tab instead of the Meal Program tab in the Partner Portal, some information may be incorrect.

What you need to know to fulfill orders

Cutoff time

The cutoff time is when the final order count is secured, allowing the caterer to begin preparations. This moment also serves as the deadline for eaters to submit or modify their orders for that meal. After this point, no new orders or changes can be accommodated.

You can find the cutoff time in the Partner Portal (web):

Go to partnerportal.ezcater.com and log in.
The Meal Program tab does not work in the ezCater For Restaurants mobile app; you must use a browser.

1. Go to the Meal Program tab

In the menu panel, click the Meal Program tab

2. Open the specific order

View orders under Schedule
Find the correct order by date/order number
Click "View order" for that order

3. Locate the cutoff time

On the order details page near the top, you’ll see the cutoff time for that order (the time after which no new eater orders/changes can be made and the full order becomes visible)

Pickup Time

The pickup time refers to when the delivery driver is scheduled to arrive at the restaurant to pick up the order.

It is your responsibility to ensure:

The order is ready for the driver by this time
All food is completely prepped, labeled and organized

This is the benchmark for measuring “on-time” performance in relation to ready-for-pickup metrics and late deliveries

You can find the pickup time on the order details page when viewing an order in the Meal Program tab.

Printing labels

Labels are created and available to print on the order once the cutoff time passes. We will also email the labels at the same time
A button to print labels and to print order check list appears at the top right of the order screen within the Partner Portal order view
Once the cutoff time hits, your labels will be available to print. At this time, please start prepping orders!

Special Instructions

Next to each order at the bottom of the order screen you will see the following details for each meal

Label ID
Customer Name
Item
Add-Ons
Notes:
- This area is for any special instructions or allergies

Paying close attention to allergies, special requests, and add-ons is essential for safety and will significantly increase customer satisfaction

Driver & delivery info

For Dispatch deliveries, driver name/phone/ETA are shown in the order’s Dispatch section in the Meal Program tab.

Check details after cutoff time

Eaters can begin ordering 5 days before delivery. You can see orders accumulating in the Partner Portal as they come in, but they can be changed!

At the cutoff time: (typically the morning of delivery):

The individuals are finalized into one group order
You can print labels and start prepping the order

Wait until the cutoff time to begin prepping the confirmed order. Eaters are able to modify or cancel their orders until this time

Operational best practices

Individual packaging & labels

For Meal Program orders, “great” packaging = quick pickup, no spills, no confusion. Here are the key best practices to ensure a smooth experience:

Individual Packaging:
- Pack each item in an all-inclusive container so customers can easily grab and go
Labeling:
- Always use the provided Meal Program labels for all orders
Grouping Components:
- Items like extra sauces or sides should be included in the same container or bag as the main item
Multi-Item Orders:
- If a customer orders multiple items, we recommend you bag those items together and place the labels on the outside of the bag
Label Source:
- The PDF of the labels is available within the order details. (Label paper can be purchased at any office supply store or website, such as this example
Avoid Mixing:
- To prevent confusion, do not combine meals intended for different individuals into a single, unlabeled bag

Container quality & spill prevention

Use containers that travel well and maintain temperature and integrity in transit (no flimsy or shallow containers for saucy items).
Fully secure lids/clamshells and double-check before bagging; a lot of complaints come from meals that spilled in the bag.
Put liquids and sauces in separate, tightly sealed cups and keep them upright within the main container or bag.

Bagging & organization

Use sturdy bags that won’t tip or tear; avoid over-stuffing or stacking heavy items on top of delicate or liquid meals.

Timing & handoff

Have all meals:

Fully prepared, labeled, and bagged before the scheduled pickup time
Set up at the proper pickup area in your store
Double checked by a staff member
Confirmed with the driver to ensure accuracy, including ezCater order number

Final QA check before pickup

Cross-check the label list vs. physical meals so every eater has a corresponding package and add-ons (drinks, desserts, sides) are included.
Ensure you double-check for allergies and meal modifications. If any issues arise, such as an item being out of stock, reach out to Meal Program Support, including suggested substitutions.
Quickly fix any missing or incorrect items and flag anything you can’t correct with Meal Program Support so the team can act accordingly