Two New Metrics
As of June 30th, 2025 the operational metrics On Time Delivery and Food Ready for ezDispatch will be included in Operational Accountability - our program to ensure that our customers are only receiving top-notch service from our catering partners.
This means that if you fall below standard for either of these metrics your restaurant can be potentially be placed on a pause, thereby not being able to receive any orders on our Marketplace. Why do we do this? To make sure we are not providing negative experiences to our customers and also to ensure that you have time to update any settings, review your in-store procedures, or train your staff to improve performance.
What You Need to Know
Let's break down these metrics and show you our guidelines for each so you can avoid having your restaurants paused.
On-Time Delivery
This metric applies to restaurants that self-deliver and for any takeout orders from your location. Orders where ezDispatch is assigned will not affect this metric. We consider delivery to be on-time if the order arrives in the delivery window: the 15-minutes leading up to the delivery time requested by the customer. For example, an order set for delivery at 11:00 AM will have a delivery window of 10:45-11:00 AM.
Review the thresholds below to understand what leads to your store being at-risk and what leads to having your Store paused :
Progressive Steps
- First Pause
- You will be required to complete the Timeliness Course assigned to you in our Partner Learning Lab. Once complete we will turn your store live.
- Second Pause
- You will need to meet with our Partner Operations Team for coaching, best practices and to learn how to use our tools.
- Third Pause
- Choose to signup for automatic ezDispatch and be set live or be decommissioned from the platform.
Food Ready for ezDispatch
This metric only applies to orders where ezDispatch is tasked with delivery. For these orders we track that you are able to get the food to the driver on-time so they can get to the customer on-time. Each order with ezDispatch will show you on the Order Details page as well as the order printout what time the driver will be on-site for pickup. It is your responsibility to ensure that the order is prepared, packaged and ready to walk out the door at this time.
We highly recommend checking out our new Food Ready for Pickup tool which will give timestamped proof that your order is ready on-time. Also be sure to check out our ezDispatch Best Practices article for tips and tricks on how to be successful on these orders.
Review the thresholds below to understand what leads to your store being at-risk and what leads to having your Store paused :
Progressive Steps:
- First Pause
- You will be required to complete the Timeliness Course assigned to you in our Partner Learning Lab. Once complete we will turn your store live.
- Second Pause
- You will need to meet with our Partner Operations Team for coaching, best practices and to learn how to use our tools.
- Third Pause
- You will be decommissioned and removed from the platform.