POS SOLUTIONS

Requirements

1. Merchants are required to sign up for the DoorDash portal and provide the Revel team with your DoorDash store ID.
2. The individual signing the Docusign for the DoorDash Marketplace subscription in Revel must be set up as a Business admin user in the DoorDash merchant portal in order for the onboarding process to be completed on DoorDash’s end.
3. Merchants must be on Revel version 2.79 or later to use this integration.
4. The integration requires a $20 per month per establishment subscription. There are no additional transaction or order fees from Revel.
5. Merchants are required to use DoorDash Dashers for deliveries for orders placed on DoorDash Marketplace.
   • In-house / self-delivery are not supported at this time.
6. Merchants should follow DoorDash’s best practices to reduce merchant-canceled orders to avoid temporary deactivations.
7. Merchants will continue to use the DoorDash merchant portal and/or the DoorDash tablet for actions including:
   • Cancellations
   • Order modifications and discounts
   • DoorDash specific reporting
   • Any DoorDash related support questions

Supported / Unsupported Features

Management Console Settings Configuration

For the DoorDash Marketplace integration, there are some required settings in Revel that must be enabled for the integration to work properly. There are also settings that are recommended, but not required, that can be highly beneficial for most merchants.

Required Settings - Revel Enabled

The following settings are required and will be enabled by the Revel Operations team during the onboarding process:

1. Permit Remove Tax on the POS. 
   1. Merchants can leverage the employee POS permissions to prevent staff from accessing this setting on the POS.
   2. Disabling this setting will stop DoorDash orders from syncing with the Revel POS.
2. Custom Order/Dining Option titled DD Marketplace. 
   1. Must be titled DD Marketplacein order for the dining type to sync with DoorDash.
      1. Modifying the custom dining type name to anything other than DD Marketplace will stop DoorDash orders from syncing with the Revel POS.
   2. Must be added to the station where you plan to manage DoorDash Marketplace orders.
      1. Removing the custom order/dining type from the POS that receives online orders will stop DoorDash orders from syncing with the Revel POS.
3. Customizable payment type titled DD Marketplace. 
   1. Must be titled DD Marketplace in order for the payment type to sync with DoorDash.
      1. Modifying the custom payment type name to anything other than DD Marketplace will stop DoorDash orders from syncing with the Revel POS.
   2. This must be enabled as a payment option for one or more stations on the Stations tab in your management console. 
      1. The DD Marketplace payment option will need to be added to any station where you plan to manage DoorDash Marketplace orders.
      2. Removing the custom payment type from the POS that receives online orders will stop DoorDash orders from syncing with the Revel POS.
4. Print online orders.
   1. This setting will need to be added to the Main POS or the non-syncing POS station where you plan to manage DoorDash Marketplace orders.

Required Settings - Merchant Enabled

The following management console settings configurations are required for the DoorDash Marketplace integration:

1. Online ordering timetables: Set your store hours and holiday dates on the online ordering timetables. Settings> Online Ordering Settings> Timetables
   • DoorDash calculates the collective store hours from all custom menus in Revel with the DoorDash marketplace menusetting enabled.
     • Please note that timetable hours for Online Ordering are required in order for the POS to know when the store can accept any web orders (Revel and 3rd party online orders)
   • The holiday dates set on this timetable will cause the store to display as Closed on DoorDash: 
2. Prevailing Tax Rate: Ensure that the Prevailing tax rate configured for your establishment in Revel matches the Store tax rateset in DoorDash.
   • Prevailing Tax Rate in Revel: Products> Taxes> Prevailing Tax Rate: 
   • Store Tax Rate in DoorDash - DoorDash Merchant Portal> Settings> Account Settings> Other Rates & Fees: 
   • *Please Note: Having mismatching tax rates in Revel and DoorDash can cause DoorDash orders to sync to Revel with a balance due (negative or positive).
   • *This is only applicable to merchants in Non-marketplace facilitator states.
     • Merchants in Marketplace facilitator states, the orders will be untaxed in Revel

Recommended Settings

The following settings are not required, but are highly recommended for use with the integration as they help to create a better user experience for both merchants and customers.

1. Auto-Close Paid Orders: Enable Auto-close paid orders: Settings> Online Ordering Settings / Order Options> Auto-close paid orders.
   • Enabling this setting will automatically close all orders with a $0.00 balance. As all DoorDash orders come to the POS as paid, the orders are automatically closed.
   • Please note that the Revel Operations team will enable this setting by default during the onboarding process. However, this setting is optional and is not required to use the integration. 
     • If this setting is disabled, you will need to manually close DoorDash orders on the POS.
2. Pickup Ordering: Enable pickup ordering (if supporting pickup orders via DoorDash). Click Settings> Advanced Pos Settings / Pickup Ordering> Pickup Ordering.
   • Only the setting pickup ordering needs to be enabled. All other sub-settings do not need to be enabled unless desired.
   • Pickup ordering is optional and is not required to use the integration.
     • Please note that you will need to let DoorDash know if you will or will not be supporting pickup ordering.

Creating Your DoorDash Menu

For this integration, you will need to create one or more custom multi-channel menus.

Menu Settings Configuration

In order to sync a menu to DoorDash, the menu will need to be configured exactly as listed below:

1. Create a new custom menu: Products> Custom Menus> Add Custom Menu.
2. Assign the menu a name that appropriately fits the menu.
   • Ex: Breakfast Menu, Lunch Menu, DoorDash Menu, etc.
3. Set the Application Type to Mode.
4. Set the Mode / Station to Multi-Channel.
5. Enable the checkbox DoorDash Marketplace Menu.
6. Enter the desired percentage for 3rd Party Price Upcharge (%).
   • This is used to automatically markup the cost of products (base product price + upcharge percentage) when the order type is set to Delivery.
     • If no value is entered for this setting, then delivery prices will remain the same as the products’ base prices.
   • The upcharge percentage does not apply to pick up orders.
7. Set the Effective dates/time for the custom menu to match the store hours of availability.
   • DoorDash uses the hours set on the menu to determine when customers can order from that specific menu.
     • Please note that DoorDash automatically applies a 20 minute buffer to the closing hours to ensure that orders aren’t processed after the business has closed.
   • If using day-part menus (multiple menus with varying hours), DoorDash will take the cumulative time from all menus to create the store hours for a given day: 
8. Select the desired Products that will be available for sale on DoorDash and save:p

Modifier Configuration

DoorDash Marketplace has a limitation that doesn’t allow for products that contain free modifiers by dollar amount to be priced correctly. Such products will display and calculate modifier prices incorrectly leading to customers being charged the wrong amount as well as reporting discrepancies. In order to avoid this issue Revel recommends applying one of the following workarounds or avoiding using products that contain variably priced modifiers while offering some of them for free.

Example configuration that is affected by this issue:

Workaround Options

1. Splitting modifiers into separate classes based on price.
2. It will need to be decided which modifier class(es) contains the free modifiers on each product and configured accordingly.
3. Manually change / remove the price of the modifier for products that will be sold on DoorDash Marketplace.
4. This can be achieved by using the Per product modifier pricing setting. You can set modifier prices under each product’s modifier settings independently.
5. Creating new products or modifying existing products so that the modifier cost is moved out of the modifier and to the product price.

Please refer to the supported/unsupported features section for more details on what product/modifier types and configurations are/are not currently supported.

Product Images

DoorDash has set guidelines for the product and modifier images they support:

1. Images need to be:
   • 16:9 aspect ratio.
   • Have a max file size of 2MB.
   • JPG, JPEG, or PNG format: 
2. Ensure menu photo URLs are in http or https format.
   • For example, http://chocolatemilkshake.21.jpg or https://mushroompizza.png
   • Photo URL links must be made public so that DoorDash can access them.
3. Assign product and/or modifier images to the products/modifiers in Revel that will be available on DoorDash: 
4. Please note that there is a DoorDash-imposed mandatory image review process that takes 3-5 business days for DoorDash to review the product images before they’ll be displayed on the DoorDash Marketplace.
   • All new images and updated images (images with a new image URL) must go through DoorDash’s review process, which is outside of Revel’s control.
     • If the image file size or format criteria are not met, the image will not be added.

Alcohol Flag

For merchants that sell alcohol, DoorDash requires all alcoholic products to be flagged so that they can ensure that age verification is implemented in order to complete the sale of these products. Revel has added a new product setting Is Alcohol under the product details. Enabling this setting on the product will cause the product to be flagged on DoorDash’s end: 

• Please note:
  • This setting is only available at the product level and is not available for modifiers or ingredients.
  • If a product is flagged as Is Alcohol and is used as a modifier and/or ingredient on another product, the flag will not automatically apply to the parent product and will need to be manually applied to the parent product.

Menu Syncing

Menu syncing between Revel and DoorDash requires a manual process for the data to be synced. This was done to provide merchants the ability to edit their menus before they’re published. In order to sync menu changes made in Revel to DoorDash, after the initial menu onboarding, merchants will need to follow the steps below:

1. Make the desired changes to the products, modifiers, and/or custom menu that will be used for DoorDash.
2. Navigate to the Custom Menus section (Products> Custom Menus) and select the pencil icon next to the DD Marketplace custom menu to edit it: 
3. Enable/disable products and/or subcategories as desired and select the Save icon to save.
   • If changes were already made to the custom menu and saved, then unselect and re-select a product or subcategory and select the Save icon to save again.
   • If changes were done on the product level and no changes were made to the DD Marketplace custom menu, then unselect and re-select a product or subcategory on the custom menu and select the Save icon to save.
4. Once redirected back to the Custom Menus section, select the three dots next to the Show Active Only checkbox and select Push Changes to POS: 
   • A popup window will appear asking to confirm the change. Select Push to POS: 
   • A message will appear in the lower right corner of the page to verify the change was successful.
   • This step must be completed in order to sync the menu changes to DoorDash.

DoorDash has to confirm and verify the menu change on their end before the change will be visible on the DoorDash Marketplace. This process usually only takes a few minutes per change request but, in rare instances, can take up to 2 hours to be completed. To ensure that menu changes will be synced to DoorDash in the fastest time possible, please avoid making multiple menu changes in succession.

On the Point of Sale

In order for DoorDash orders to be displayed on the Revel POS, you’ll need to make sure that the POS setting Enable Print Online Orders is enabled on the POS station that will manage DoorDash orders. If you’re already using Online Ordering with Revel, then the station that manages Online Orders will also be used to manage DoorDash orders.

1. When a customer places an order through DoorDash Marketplace, a notification will appear at the top of your point of sale screen. To open a DoorDash Marketplace order, tap the orders icon to bring up a list of orders and select the order. The order type will be DD Marketplace, and the order number will be the DoorDash order number: 
2. The customer's name will be a first name and last initial. The phone number will be the number for DoorDash support: 
3. The order has been paid for on DoorDash, so you won't need to enter a form of payment. The total should be $0.00. Complete the order as usual.

Item Availability

Merchants can leverage the item availability feature on the POS to manually 86 (marked as unavailable) products, modifiers, and ingredients to prevent them from being ordered on DoorDash. Please follow the steps outlined in this article for setting up and using the Item Availability feature.

Please note:

• Items marked as unavailable on the POS will not be displayed on DoorDash.
• Once the item is marked as available again on the POS, then it will be displayed on DoorDash.
• In the event an item has been marked as unavailable on the POS while the customer has the item in their cart on DD, the customer will not be able to complete the order without removing the unavailable item.
• DoorDash does not identify product availability for products upon the initial menu onboarding.
• If an item is already marked as unavailable on the POS before being onboarded to DoorDash, then the item will need to be marked as available then unavailable again on the POS in order to send the availability flag to DoorDash.
• Item availability for group combo products will be supported in a future version.

Revel Reporting

DoorDash Marketplace orders are included in all relevant Revel Management Console reports and the orders displayed in the same manner as online orders. The following information will help you to filter out and find all DoorDash Marketplace orders in Revel’s reporting:

• Delivery orders from DoorDash will report with the DD Marketplace dining option.
• Take out orders from DoorDash will report with the Take Out dining option.
• The Order History, Payment Summary, and Customer’s Orders reports are the best reports to leverage for DoorDash Marketplace orders.
  • Order History: 
  • Payment Summary: 
  • Customer’s Orders: 
• You can filter reports by Web Orders Only and it will contain DoorDash orders, in addition to any other online orders (Revel and 3rd party).
• You can filter reports by the DD Marketplace order type or by the DD Marketplace payment type: 
• For DoorDash Marketplace orders, the order details will include:
  • The customer’s first name, last name first initial (Ex: Alex C.) and the DoorDash order number.
  • DoorDash delivered orders will have the same phone number for every order.
  • The phone number will always be the DoorDash support number: 855-973-1040
  • Email will be ordernumber”@doordash.com
  • The customer’s address does not sync to the Revel POS. All delivery information needs to be tracked via the DoorDash Merchant portal or DoorDash tablet: 
• For more robust reporting on DoorDash specific orders and other DoorDash related data, please refer to the DoorDash reports available on the DoorDash merchant portal.

Troubleshooting

Below is a list of the known issues and how to resolve them. If you don’t see the issue you’re experiencing here and/or are still experiencing issues after attempting the provided workaround, please contact Revel support.

• Issue: Menu changes not synced to DoorDash
• Cause: Menu push not performed
• Resolution / Workaround: Modify a product (change price, name, etc.) on the DD Marketplace custom menu, revert the changes, and ‘Push Changes’ to trigger the menu sync.
• Issue: Product not displaying on DoorDash
• Cause: No stock or negative stock count for the product
• Resolution / Workaround: Set the product to have a positive stock count and ‘Push Changes’ to trigger the menu sync.
• Issue: Item Availability is not working for products or ingredients
• Cause: When a parent product has a product and/or ingredient in a recipe that gets marked as unavailable and then deleted (deactivated/removed) from that parent product’s recipe before becoming available again.
• Resolution / Workaround: Disable and enable the Item Availability setting and push changes to the POS.
• Issue: Negative or positive balance due on the order
• Cause: Taxes not matching in DoorDash and Revel
• Resolution / Workaround: Ensure that the Prevailing Tax Rate set in the Management Console (Products> Taxes) in Revel and the Tax Rate set in DoorDash are set to the same rate.
• *Not applicable for Marketplace Facilitator states
• Issue: Order canceled immediately after being successfully placed
• Cause: The store hours set on the custom menus timetables are outside of the store hours set on the Online Ordering timetables in Revel. Ex: Store hours set on the custom menu timetables have the day end at 10pm but the store hours set on the Online Ordering timetables have the day end at 9pm, thus marking the store closed when the order is received in Revel.
• Resolution / Workaround: Ensure that the hours/days set on the custom menu timetables are matching or less than the hours/days set on the Online Ordering timetables.
• Issue: Default-modifier price is included in the overall product price
• Cause: The product is using ‘Free Type Modifiers’
• Resolution / Workaround: Please refer to the details outlined in the Modifier Configuration section.
• Issue: Special Requests are not printing on receipts
• Cause: The setting “Special Requests” is not enabled
• Resolution / Workaround: Enable the setting and refresh the POS
• Issue: Special Requests are not shown on the KDS
• Cause: The setting “Print Special Requests in Red” is not enabled
• Resolution / Workaround: Enable the setting and refresh the POS
• Issue: Images not displaying 5+ days after initial onboarding and/or updating
• Cause: The image failed the DoorDash Image Review process (poor quality, wrong format, etc.)
• Resolution / Workaround: Replace the existing image with a new image that meets DoorDash’s set guidelines.
• Issue: “An unexpected error occurred. Please try again.” error when placing an order for a specific product.
• Cause: When a parent product has a product and/or ingredient in a recipe that gets marked as unavailable and then deleted (deactivated/removed) from that parent product’s recipe before becoming available again.
• Resolution / Workaround: Disable and enable the Item Availability setting and push changes to the POS.
• Issue: “An unexpected error occurred. Please try again.” error when trying to save a change to a custom menu.
• Cause: Temporary connection issue between internal systems.
• Resolution / Workaround: Wait a few minutes and try saving the change again. If the issue persists for more than 15 minutes, please contact Revel Technical Support.
• Issue: Menu changes not syncing to DoorDash.
• Cause: The MC setting Pause orders from DoorDash Marketplace is enabled.
• Resolution / Workaround: Disable the setting Pause orders from DoorDash Marketplace and 'Push Changes' to trigger the menu sync.