Dispatch Store Settings

You can customize your Dispatch experience by individually managing Dispatch settings for each of your stores. It is best practice to routinely assess and adjust these settings to optimize Dispatch to your stores’ unique needs and goals.

To get started:

1. Navigate to the Dashboard at https://my.olo.com
   
   

2. Click on Dispatch in the lefthand bar, then select Dispatch Settings Management. On the right-hand side, select the specific store and click Confirm Store Selection.  
   
   

   Note: Only stores that have been enabled for Dispatch will show up on the Dashboard.
   
   
   
   
3. The following Dispatch Settings will show up that you can manage for a single store if your brand has given you access to Settings on the Dashboard.
   
   
   

Dispatch Setting	Description
Dispatch: On/Off toggle	This setting allows you to manage Dispatch enablement for your store. If this is enabled, your customers will see delivery availability at your store. If it is disabled, then your customers will not be able to choose delivery at that location.  💡Tip: This setting is helpful if you need to temporarily remove delivery from your ordering page. Don’t forget to turn Dispatch back on when you are ready to resume delivery orders!
Multiple Quote Tie-Breaker	Fastest - If multiple quotes from DSPs are available for a given order, the quote with the shortest transit time will win. Cheapest - If multiple quotes from DSPs are available for a given order, the quote with the lowest fee will win. 💡Tip: Olo recommends Cheapest for most first-time Dispatch brands. This ensures the lowest delivery fees for your stores and guests.
Min Dispatch Order Amount	Minimum order subtotal required to qualify for a Dispatch delivery order. A basket with an order subtotal less than this amount will trigger an alert message when the customer clicks Proceed to Checkout. 💡Tip: Olo recommends leaving this field blank to encourage more Dispatch orders. Depending on your menu pricing, you may choose to increase the minimum Dispatch order amount to the price of an entree.
Max Dispatch Order Amount	Maximum order amount required to qualify for a Dispatch delivery order. A basket with an order subtotal more than this amount will trigger an alert message when the customer clicks Proceed to Checkout. 💡Tip: In most cases, Olo recommends leaving this field blank; however, if you offer Dispatch for Catering on a separate channel, a maximum Dispatch order amount is recommended to delineate the subtotal threshold that qualifies an order as a Catering order.
Max Dispatch Delivery Fee	Maximum delivery fee that can be charged to the restaurant by a DSP. Dispatch will be unavailable if the quoted fee from the DSP is greater than this amount. Example: If the DSP quotes $9 for delivery and you have $7 set as your Max Dispatch Delivery Fee, then the quote will be rejected. 💡Tip: Generally, Olo recommends leaving this field blank. A Maximum Dispatch Delivery Fee is appropriate if you plan to subsidize the delivery fee or charge a fixed fee for Dispatch deliveries, as doing so affords some control over the subsidy amount. Additionally, if you plan to offer self-delivery and Dispatch, connect with your Dispatch Delivery Manager or Customer Success Manager to understand how to leverage a Max Dispatch Delivery Fee to control order flow.
Max Transit Time	Maximum transit time allowed to deliver food to the customer. Quotes will be rejected by Dispatch if transit time quoted by the DSP is greater than this value. 💡Tip: Leaving this field blank increases the probability that delivery will be available for a customer’s order. Keep in mind that DSPs often fulfill deliveries in less than their quoted transit time. Max transit times of less than 45 minutes are not recommended.
Allowed Delivery Vehicle Types	Vehicle types are for package size, not delivery speed or distance. For example, if you sell pizzas, they will not fit on a regular bicycle. Restricting this delivery vehicle type may affect the delivery services that can service your store. By default, all vehicle options are selected when Dispatch is turned on for the first time. The allowed vehicle types are: Walker Bicycle Delivery Bicycle Car Van 💡Tip: Vehicle types like bicycles and walkers are largely limited to couriers in large, metropolitan areas. Allowing all delivery vehicle types improves your chances of receiving competitive quotes for Dispatch orders. You may want to limit allowed vehicle types for catering channels.
Preferred Providers	Preferred providers get first right of refusal to take a Dispatch order. If no preferred providers can fulfill the request, any remaining DSPs can bid, and potentially fulfill your delivery. Stores with multiple DSPs can choose none, one, or multiple preferred providers. Your preferred providers will be considered first for delivery quotes to your customers.   If you have one preferred provider, the provider will automatically win any bid where they return an acceptable quote (provided the quote falls within your max transit time and max delivery fee settings). If your preferred DSP(s) cannot fulfill the delivery request for any reason, quotes from other DSPs will be returned instead - as long as they fulfill your Dispatch settings. If you have multiple preferred providers, this will enter a tiered bidding system. Your request will be bid on by your preferred DSPs and the winning quote will be decided by your set tiebreaker (fastest or cheapest). If none of your preferred DSPs can fulfill the delivery request, it will go out for a bid amongst your non-preferred DSPs using the same tiebreaker. If you have no preferred provider selected, the request will be bid on by all DSPs and the winner will be determined by Multiple Quote Tiebreaker setting. 💡Tip: If one DSP is outperforming the others, this setting can be adjusted at any time, per location.
Blocklisted Delivery Providers	Your store is covered for delivery with Dispatch by every enabled DSP, but you can exclude certain providers, per location, by selecting them in this setting. Restricting providers may affect your available delivery area. 💡Tip: It is best practice to avoid blocklisting DSPs; however, if a particular DSP is under-performing compared to the others, this setting can be adjusted per location.
Cancel Notification Emails	Email notifications will be sent to this address for any Dispatch order that has been canceled either by the store, DSP, or Olo Dispatch. Please use a comma to separate email addresses if you would like to receive cancellation notifications to multiple email addresses. 💡Tip: Enter a valid email address(es) in this field to ensure you receive all Dispatch-related cancellation notifications
Dispatch Support CC Emails	Use this setting to copy specific email addresses on every Dispatch refund or dispute request that is submitted through the Olo Dashboard. These email addresses will also be copied onto any tickets that are automatically submitted by Dispatch via our Quick Ticket feature. Please use a comma to separate email addresses if you would like to receive copies of these requests to multiple email addresses. 💡Tip: Enter a valid email address(es) in this field to ensure you receive all Dispatch-related support ticket notifications.
Pickup Instructions	Instructions presented to the delivery courier through their app. Max 125 character limit. 💡Tip: Ensure this field is detailed and accurate, as it helps couriers find their order pickup location. If there are any special instructions, such as specific access points or where to find the order upon arrival, they should be entered here.
Quick Ticket	Use this setting to enable or disable the Quick Ticket (Automated Support Ticket) feature. In certain circumstances, Olo will submit a Support Request on your behalf. See this article for more information about which deliveries are eligible for Quick Ticket automation. 💡Tip: Enabling Quick Ticket is recommended, as doing so creates a more seamless resolution process for Dispatch cancellations and late deliveries. Quick Ticket reduces the need to manually report Dispatch issues and increases the likelihood of Dispatch refunds.
Automated Guest Refunds	If Automated Guest Refunds (AGR) is enabled, Olo will automatically refund the guest for unsuccessful Dispatch deliveries that satisfy a particular criteria. See this article for more information about which deliveries are eligible for Automated Guest Refund automation. 💡Tip: Enabling Automated Guest Refunds (AGR) is recommended, as doing so creates a more seamless resolution process for unsuccessful Dispatch deliveries. AGR reduces the need to manually issue refunds to guests.
Dispatch Delivery Taxable	Enabling this setting calculates tax on the delivery fee presented to the customer. The delivery fee tax is added to the existing "sales tax" line item during checkout. Note that this is typically only an estimate of the tax on the order. With most POS systems, the tax is calculated on the POS and updated on Olo prior to final payment. 💡Tip: Olo does not provide tax advice. Consult with your tax team to determine whether to turn on this feature for your locations. This setting can be configured on a store-by-store basis.
Allow Advance Orders	Enabling this setting will allow future orders to be placed for Dispatch. 💡 Tip: With advance orders enabled for your stores, you also get opted into our Food Freshness feature.
Priority Order Value and Provider	The order subtotal at which an alternate priority delivery provider will be used, rather than the store's normal set of providers. See this article for more information about Priority Order Value Settings. 💡Tip: If you offer a Catering menu on the same channel as your mealtime menu, consider opting into a DSP that specializes in large order fulfillment for high value orders.
Dispatch Fee Tiers	Check out this article to understand how to set up Dispatch delivery fees. 💡Tip: The Dispatch Fee fee type is the simplest fee type, as it creates a “direct passthrough” scenario, in which the guest pays 100% of the DSP’s quoted fee. It is best practice to continuously assess the economics of your Dispatch program to choose a Dispatch Fee type that is best for your brand.
Driver Tip Distribution	This setting, for each enabled delivery service provider, will provide a percentage of the guest tip to the driver. The remaining percentage of the tip will be retained by the restaurant. Check out this article to understand how to set up Dispatch Tip Distributions and this article for a feature overview. 💡Tip: Carefully consider the fairness of the tip distributions. Low driver tips can negatively impact delivery cancelation and on-time rates.

Additional settings are managed internally by Olo and are not available directly in the Dashboard. Please reach out Olo Support using our Contact Form to update these settings: 

Customer Facing Error Messages for Dispatch

Brands can customize the default error message presented to customers when placing a Dispatch order. Read this detailed article for more info.