Delivery

General Settings

Order Acceptance

This toggle provides the ability to control whether delivery orders can be placed through our online ordering applications.

When disabled, it is not possible for a customer to place a delivery order (irrespective of the state of any other settings).

After enabling order acceptance for the first time it is important to navigate to the "Scheduling" tab and configure the ordering slots/delivery schedule. Failing to do this will prevent the customer from placing a delivery order as the system won't know when an order can be placed.

Cutlery

This section allows merchants to control whether cutlery should be provided alongside the delivery order (and optionally configure a fee to charge the customer).

Min Order Sub-Total Value

This input allows merchants to restrict order placement unless the specific order sub-total is met. The order sub-total is the aggregate value of all items in the cart, before any discounts, surcharges or taxes are applied. Enabling this setting will not prevent a user from selecting "Delivery" when building their order, rather it will prevent successful order placement if the minimum is not met.

Minimum Item Qty

This input allows merchants to restrict order placement unless a minimum number of items are present in the cart. Enabling this setting will not prevent a user from selecting "Delivery" when building their order, rather it will prevent successful order placement if the minimum is not met.

Max Concurrent Orders

This input allows merchants to restrict the number of concurrent delivery orders that are scheduled, in-progress or en-route at any given time. Enabling this setting will not prevent a user from selecting "Delivery" when building their order, rather it will prevent successful order placement until the number of concurrent delivery order is below the configured threshold.

Fees

Base Fee Calculated By

This input controls whether the merchant or external delivery partner (i.e. Rida) are responsible for calculating the base delivery fee.

Most merchants will want to set their own fee structure, and as such should select "Merchant" in the provided drop down. When selected, the "Merchant Base Fee" input will appear that allows the merchant to specify their base delivery fee.

If a merchant does not require the ability to control the delivery fees with precision, or wants to pass the cost of delivery on to the customer, they should select the "Delivery Partner" option.

For more information on how this input impacts the delivery fee charged to customers, please see the FAQ below.

Distance Surcharges

This table allows merchants to levy distance surcharges on-top of the base delivery fee (regardless of who calculates the base). The entry with the greatest distance (that is less than or equal to the actual delivery distance between the merchant and the customer's delivery address) will be levied.

Spending Discounts

This table allows merchants to apply discounts to the base delivery fee (after the allocation of any distance surcharges), if a minimum sub-total is met. The entry with the greatest sub-total (that is less than or equal to the actual sub-total) will be applied.

Scheduling

Kitchen Prep Time (ASAP Orders)

This input allows merchants to control the period of time (in minutes) that they require to prepare an ASAP order. The value in this input is used when calculating the recommended completion time for an order (which is shown in OMS).

Driver Search Window (ASAP Orders)

This input allows merchants to control how long (in minutes) the system should attempt to match a delivery driver to an ASAP order. If a driver is not matched within the period of time specified in this input, the order is cancelled, refunded, and the customer is notified (via SMS, and, when possible, push notification).

Enforce Prep Time (ASAP Orders)

This toggle allows merchants to control whether the kitchen prep time must be respected when an order is placed. If enabled, ASAP orders will only be accepted if the delivery schedule (see below) provides sufficient time to prepare the order.

Lead Time (Scheduled Orders)

This input allows merchants to control the lead time (in minutes) they require before needing to prepare a scheduled order. When presenting collection slots to the customer, the system will ensure that the merchant has the period of time specified in this input to accept or reject the order before preparation should commence.

Kitchen Prep Time (Scheduled Orders)

This input allows merchants to control the period of time (in minutes) that they require to prepare a scheduled order. The value in this input is used when calculating the recommended completion time for an order (which is shown in OMS).

Ordering Slots

Commonly referred to as the delivery schedule, this table allows the merchant to control when a delivery order can be accepted. Unlike take away and dine in (which are controlled via the merchant's opening hours), the delivery system requires that merchants explicitly configure their delivery slots.

Delivery Drivers

In-House Drivers

This toggle allows merchants to control whether in-house delivery drivers can be assigned to delivery orders.

When enabled, an in-house driver can be assigned to a delivery order up to the point that an external delivery driver is assigned (if that feature is enabled).

Auto-Accept Orders

This toggle allows merchants to control whether delivery orders should automatically be assigned an in-house driver as soon as they are placed. This setting cannot be enabled if an external delivery partner is also configured.

Delivery Partner

This input allows merchants to control whether delivery orders should be sent to external delivery partners to assign a driver.

When enabled alongside the in-house driver feature, even after sending the order to the delivery partner, the merchant can "recall" the order via OMS and assign their own in-house driver (unless the external partner has already assigned a driver).

Driver Search Delay

This input allows merchants to delay sending a delivery order to the selected external delivery partner. This is useful if the merchant generally prefers delivering themselves, but allows them to ignore the request for an in-house driver and send the order to their preferred external partner after a short delay.

Send In-house If Canceled

This toggle allows merchants to control whether a delivery order should be immediately cancelled or sent to the outlet for in-house delivery, if the assigned external delivery partner/driver abandons the request.

When enabled, if/when a delivery partner cancels the order the order will be placed in the "Pending Action" dashboard in OMS and the merchant can decide whether to continue the order (and deliver it themselves) or to continue with the cancellation. Until the merchant makes a decision, the order will remain in the "Pending Action" state.

Vehicle Selection

This table allows merchants to control when a sedan should be requested instead of a motorcycle (the default) when sending an order to an external delivery partner.

If the order meets one or more of the configured thresholds, a sedan will be requested.

Delivery Area

Island Wide Delivery (Singapore Only)

This toggle allows merchants to offer delivery orders across the entirety of Singapore without having to mandate a maximum delivery area or drive time.

Max Delivery Distance

This input allows merchants to control the maximum permitted delivery distance between the outlet and delivery address.

When the customer enters their delivery address, the system will use real-time traffic information to determine which route will most likely be taken by the driver. As this is calculated by our mapping partners, it may not necessarily be the most direct route during peak hour(s).

Max Drive Time

This input allows merchants to control the maximum permitted drive time between the outlet and delivery address.

Accepted Post Codes

This input allows merchants merchants to specify a list of postal codes that delivery is permitted. When the customer enters their delivery address the system will cross-check the postal code and ensure it matches.

The system supports "wildcard" input that allows the merchant to match the start of the postal code. For example `238*` will match any postal code that starts with `238`.

Frequently Asked Questions

Can I pass on the delivery cost from an external delivery partner directly to the customer?

Yes. To enable this, set the "Base Fee Calculated By" input to "Delivery Partner".

If I pass the delivery cost on to the customer, can I still provide a discount?

Yes. After setting the "Base Fee Calculated By" input to "Delivery Partner" configure the delivery surcharges to meet your requirements.

I'd like to offer fixed price delivery to my customers, how do I configure that?

To achieve this, set the "Base Fee Calculated By" input to "Merchant" and enter the desired fee in the "Merchant Base Fee" input that appears.

I'd like to contribute a fixed amount to the delivery fee, with the customer paying the difference. How do I configure that?

To achieve this, set the "Base Fee Calculated By" input to "Delivery Partner", create a spending discount with a sub total of $0.01 and a discount amount of the value you want to contribute.

How long will YQueue attempt to match a driver to an order before canceling it?

For ASAP orders, YQueue will use the "Driver Search Window" (see above) to determine how long a driver should attempt to be matched. This countdown starts after the order is successfully paid and terminates if an external or in-house delivery driver is assigned.

For scheduled orders, YQueue will subtract the drive time to the delivery address as well as the value in "Kitchen Prep Time (Scheduled Orders)" from the requested delivery slot. For example, an order placed at an outlet with a kitchen preparation time of 30 minutes, along with a drive time of 7 minutes, will be cancelled if no driver is assigned 37 minutes before the requested delivery slot.

What happens if there is an issue communicating with the assigned delivery partner?

If there is a connectivity issue (or general error) with the configured delivery partner we'll automatically attempt to reestablish communication.

If no driver has been assigned to the order, and in-house delivery is enabled, the outlet can accept the order at any time. If a driver has already been assigned to the order we'll automatically re-sync with the delivery partner on a regular basis and update the order status in OMS once communication is restored.

Please note that in the event no driver is assigned the order will still eventually be cancelled (see the above FAQ).