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Dispatch Freshness Logic


Dispatch leverages a freshness logic, also known as the food quality logic, which holds an order until the delivery driver is scheduled to pick up the food from the restaurant. We highly recommend Brands use this logic to ensure freshness and quality when the food is delivered to the customer. 

If your stores are set up to accept advance scheduled orders for Dispatch, you are automatically set up with the Dispatch freshness logic. 

Usual Scenario

Why is the freshness logic important? First, let’s assume the feature is off. Here is an example of what the order process would look like:

  • Customer requests food for delivery at 10:00 am
  • The restaurant's prep time for their order is 15 minutes
    • A Dispatch quote request is sent at 10:15 am
    • Delivery Service Providers (DSPs) provide an estimated pickup time of 10:25 am
  • The handoff gap is 10 minutes
  • The ordered is fired at 10:00 am
  • The order is ready at 10:15 am

If we fire the order at 10 am, the food will be ready by 10:15 am but will be sitting on the counter for 10 minutes because the driver is supposed to pick up the order at 10:25 am. This impacts the quality of the food and ultimately hurts what would otherwise be a positive delivery experience for customers.

Using the freshness logic

Now, let’s consider a scenario where the freshness logic is enabled.

  • A customer requests food for delivery at 10:00 am again
  • The restaurant's prep time for their order is 15 minutes
    • A Dispatch quote request is sent at 10:15 am
    • DSP provides an estimated pickup time of 10:25 am
  • Handoff Gap: 10 minutes  
  • Fire Time: 10:10 am (ASAP is converted to Advanced Order)
  • Time Ready: 10:25 am (also pick up time by the DSP)

In this example, the 10 min handoff gap was recognized and the order was converted to an advanced (future) order and held back for that duration before being sent to the restaurant. We fired the order exactly when the DSP told us it was supposed to arrive to pick up the food. This all happens in the background and does not impact any store operations or customer experience.

To help understand this logic, we've put together a visual walkthrough to show how an order goes from being placed by a customer to being picked up by a DSP.


 

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