Order with Google FAQ

Why are both direct and third-party ordering available on Google? 

• Third-party marketplaces can still be available for “Order Delivery” or “Order Pickup” options on Google. If the brand only wants Olo ordering to appear on Google listings, the brand needs to email their marketplace contact and request that the marketplace Google ordering link be removed from the respective Google My Business listing.
• The Branded ordering option at the top of the OwG Ordering page is your official branded Olo-OwG integration - with images, menus, etc being syndicated from Olo for complete accuracy. The “Third Party Ordering” option may not be using the Olo information and orders placed using that option will appear as standard third-party orders from that ordering provider.
  
  

Where can I see my orders within Olo? 

• Orders will flow through Olo and appear in the Dashboard alongside branded site orders. See below for how Google Orders will appear in the Dashboard. The ordering provider will be listed as “Google”.

         

What reporting is available?

• Olo Dashboard: The Olo Dashboard is the best place to see how your Order w/ Google channel is performing.
  
  • Order Report: In the Dashboard, Google orders will be included in all Orders reports. To pull a report of past Google orders, select the Search By Time Frame option and filter out all other rails partners, except Google. 
    
    
    
    
  • Rails Analytics: Real time monitoring for OwG available in Rails Analytics
    
    

• Reserve with Google Console: Supplementary reporting related to your OwG integration is available via the Reserve w/ Google Console. In order to gain access to the Reserve with Google Console, contact your Olo-OwG Specialists: [e-mail] . Once provided access, you can view your dashboard via the link here: Reserve with Google Dashboard Link. 
  
  This is the data available on the Reserve Console:
  
  
  
  

PAYMENTS
How am I billed for this?

• Olo will include a new line item in the monthly invoice reflecting Google orders. It will appear as “Order with Google Fee”.
  

Who is the merchant of record?

• The brand is the merchant of record for Order with Google. Chargebacks will therefore be handled by the brand, just as orders on Olo. This also means you can obtain customer information for Google Rails orders.
  

How are payments processed?

• Payments are made using the Google Pay billing scheme and are processed on the store’s merchant account. This is the same account used for orders paid for by credit card placed directly via Olo ordering sites and apps. The funds are deposited into the merchant’s account in the same batch as other Olo orders.
  

Is there a cost for these orders?

• Olo charges a fee for orders from Google. Brands should reach out to their Olo Sales representative for more details.
  

How will my invoice look with Google?

• “Order with Google Fee” will appear as a line item on your statement. 
  • Unit Price = Google Per Order Commission 
  • QTY = Subtotal of all closed google orders
  • Amount = Total charge of Google 

Why do I need to set up Google Pay?

• Google Pay is the payment method that Google uses on its ordering page to process credit card transactions. By enabling Google Pay, you are authorizing Google to collect payment from customers for your stores via Google Pay. This only impacts the customers’ side. Payments will still be processed through each store’s merchant account. 
  

RAILS MENU & GOOGLE ORDERING EXPERIENCE

Do Menu Visibility Filters work with Google Food Ordering?

• Yes, they work with Order with Google. Google is an External Ordering Partner, so all menu information enabled for EOP’s will be available on Google.
  

Is the Rails Price Inflation Tool supported on Google?

• Yes, you can add Price Inflation in the Olo Dashboard for Google specifically if you use the Rails Pricing Tool.
  

How often are menus shared with Google?

• Menus are sent nearly immediately after every change you make in Olo. This includes adding/removing menu items, changing prices via the Pricing Sync tool, updating images, etc.
  

My images are not appearing correctly on my menu. How do I fix this?

• You must have menu images in Olo in order for them to appear on your Google menu. If you notice an issue, please reach out to your Google Rails Specialist. 
  

My logo is not appearing correctly on Google. How do I fix this?

• Please re-share an image of your logo with your Google Rails Specialist. The dimensions must be 512 X 512.

Can I update the “Ready In 10 Minutes” estimated pickup/delivery times?

• Yes, the estimated times that appear on the initial ordering page can be adjusted. Your Google Rails Specialist can make that change. After a customer places an order, the estimated pickup/delivery time will be the validated time through Olo using your make-time calculations or ETA from delivery providers.
  

Is there a way to remove tipping from Google orders?

• The tipping modal on Google should follow the store's allowed tipping modes in the Olo dashboard. Settings > Store settings > Store information > Allow tipping for
  

Is Dispatch delivery available?

• Yes, for more information, contact your Olo representative.
• Dispatch orders can be placed through Google, which may require adjustments to existing POS configurations
• Our team can walk you through the available options for your POS as to how Dispatch orders can be sent down via Google.

How do brands obtain information on guests that opted into marketing? Do they need to subscribe to a webhook?

• You can create a webhook to automatically push guest marketing opt-in details to your team. See Article: Self Service Webhooks 

How do I add additional locations to Google in the future?

While you can enable Google in the Olo Dashboard, it is imperative that:

• Olo Online Ordering is Enabled
• Merchant (bank) ID is set - contact [e-mail] for setup assistance
• The store has a verified GMB listing and the listing's Google Food Ordering button is toggled on

You can enable Google access in the Olo Dashboard via the Rails Managements tab on the desired launch date. The location's OwG button should become available within a few hours.

For issues with store activation on Google, contact: [e-mail]

How can I manage a store's OwG button (temporary disable)?

• You can manage a store's Google Order Online button via the store's respective GB profile.
  
  Manage Order Online Button - Google Help Center
  
  1. Sign into the Google Account used to managed your GMB listing
  2. Search on Google for your exact business name. 
  3. Click Edit Profile > Food Ordering.
  4. Under "Accept Orders on your profile" turn the switch on or off.
     Important: If you turn off "Accept orders on your profile," third-party ordering options and links you add are hidden from your Business Profile.
     
     

Alternatively, you can use the Enable/Disable Rails Marketplace feature in Olo.

How can I remove my store from the OwG  service entirely?

• To indefinitely stop a store's OwG service, you can remove Google access via Olo's Rails management. Please give the change 1 hour to process. 

How do I manage canceled orders and refunds?

• The same processes in place for dealing with cancelations/refunds for your Brand's direct orders can be applied to your OwG channel.
• Searching for the Olo Order ID within the dashboard should provide the same order details/options as your direct channel. Including: Customer contact information, Refund/Adjustment options, etc.
  • Additionally, Google's proprietary order ID (Action Order ID / Partner Order ID) can be searched: Orders > Lookup By Third Party Reference

Which features are supported on Google? 

• ASAP pickup orders, Dispatch deliveries, and scheduled orders are available
• POS Validation at time of order placement
• Shield Fraud Protection + Sift Science Fraud Prevention
• Reporting through the Dashboard
• Google Pay
• Rails Menu Filters
• Rails Price Inflation Tool 
• Menu Images
• Item Hour Availability
• Modifier Quantities
• Custom Fees