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Request a New Delivery

When a store receives an email about a canceled Dispatch order, a Dashboard user can request a new delivery. This can be very helpful for any time-sensitive delivery issues.

To request a new delivery:

  1. Navigate to your Dashboard

  2. Click Order along the left hand side of the page

  3. Enter the order number you want to view and click See Order Details 

  4. Request Delivery button under Other Actions


When using this button for Dispatch orders, the Dashboard will attempt to request a new delivery for your existing order.  This feature is intended to address time-sensitive deliveries that must occur within the next few hours. A common use case for using this feature is when there are missing items in a customer’s delivery and the store would like to dispatch another driver to pickup the remaining part of the order to deliver to the end customer.  

NOTE: Using this feature will result in an additional delivery fee that will show up on your Olo invoice, but will not be charged to the end customer.  



Field Name



Request Type

The first dropdown menu:

You can specify the delivery time in two ways:

● Pickup time at restaurant: This should be selected if you are trying to arrange for the driver to pickup the food at a certain time. This method is generally used for an ASAP delivery.

● Dropoff time at customer: This should be selected if you are trying to arrange for the delivery to arrive at the customer’s delivery address at a certain time. This method can be used when the customer wishes to push their delivery to a later time on the current day.

The second dropdown menu:

Allows you to specify the time for the pickup or dropoff. This dropdown intentionally limits the future time slots you can select. If you need a time-slot further in the future, then the customer should be instructed to cancel their order and place a new order with updated delivery info.


Delivery Request Reason

This is a dropdown menu with a predefined list of reasons. You should select the reason that best matches your request.


Internal Explanation

This field allows the user to provide additional details for why a new delivery request is being sent. The customer will not see these comments.


Customer Notification Type

From the dropdown menu, select Email customer if you would like the customer to receive an email notification of the new delivery.  If you select, ‘Store will call customer’, there will be no email sent to the customer to notify them of the additional delivery.


Email Notification

If you select Email customer as the Customer Notification Type, the customer will receive this canned email.  The text box allows the user to provide an additional custom message in the email notification (e.g. ‘Sorry about forgetting some items in your delivery. The cookies are being sent in a separate delivery.’)


Once the form is completed, you'll receive a new quote that you have to accept and the new delivery will be placed. If you have any questions about requesting new deliveries contact us and our specialist team will be happy to assist you.



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