Dispatch Automated Delivery Rescue

Automated delivery rescue is a Dispatch feature that will automatically re-request deliveries that are canceled by Delivery Service Providers (DSPs). This feature is currently enabled for all brands on Dispatch. 

What has previously happened when a DSP cancels the delivery after accepting?

• Guest places an order for delivery via Dispatch
• The original delivery is canceled and the guest is notified
• The store operator must re-request a delivery through Dashboard/Expo or the order is lost 
  • Manually challenging and easy to miss
    
    

How do automated delivery rescues work?

• Guest places an order for delivery via Dispatch
• The original delivery is canceled 
• If eligible (see next section), Dispatch will submit a new quote request to the DSP network 
  • Dispatch will exclude the DSP who canceled the original delivery when possible
    • All other features or options that were set on the original quote request will be preserved, and will be used to consider DSPs in the rescue quote. 
    • Having additional whitelisted DSPs will increase the probability of a successful rescue 
  • If only the original DSP is available, the new quote request will be sent to that DSP.
• The new rescued delivery will be surfaced in Dashboard/Expo/Tracker and the original delivery will be marked as canceled. No cancellation communication will occur. 
  • If Dispatch is unable to rescue, the original delivery will be marked as canceled and regular cancellation communications will proceed 
    
    

The following criteria must be satisfied for a cancellation to be eligible for automated delivery rescue 

• Cancellation is initiated by the DSP for an eligible reason
  
  • DSPOther
  • ServiceOverCommitted
  • IncompatibleDeliveryMode
  • DriverFailure
  • AutonomousDeliveryNotPermitted
• The cancellation occurs before the food has been picked up by the DSP
• The time of cancellation is not more than 40 minutes after the estimated pickup time 
  
  

What if the original delivery fee is different than the rescued delivery fee? 

• Dispatch will only accept quotes where the rescued delivery fee ≤ the store's Max Dispatch Delivery Fee setting
• If the store has not set a Max Dispatch Delivery Fee, Dispatch will only accept quotes where the rescued delivery fee ≤ the original delivery fee

Future plans

• Adding more controls allowing brands to condition exposure to price differences between rescued and original deliveries 
• Expanding the scope of eligible cancellations with additional reason codes, driver assignment throttling, etc.