Starting January 5, 2026, ezCater is rolling out a new delivery tracking standard and an associated delivery tracking fee for certain partners. This article explains who is affected, how fees work, how to dispute them, and what new tools are coming to help you manage tracking. Watch our video below to learn more.
Who is affected and when:
New brands
Beginning January 5, 2026, any new brand (brands with 0 locations in the ezCater marketplace as of January 1, 2026) are expected to:
- Provide delivery tracking on all orders, or
- Incur a $2.25 fee for each untracked order.
Note for new brands: If an order does not include delivery tracking provided by the restaurant, the delivery tracking fee will automatically apply.
Existing brands
Important: Existing brands are not expected to provide tracking until March 31, 2026.
Until March 31, 2026: Existing brands will not incur the $2.25 tracking fee. Those brands will see the fulfillment issues marked to provide transparency.
After March 31, 2026, the delivery tracking standard and fee will expand to include existing brands as well. We’ll share more details ahead of that change.
Relish orders are not being considered in these metrics
What’s new: Delivery Tracking Fee Codes (Fulfillment Issues) & Disputes
To support this change, we’re introducing:
- A new automated delivery tracking fee applied to untracked orders.
- New reason codes for untracked delivery which can be found in the completed orders tab under order issues section.
- The ability for partners to dispute this fee directly in ezManage.
- A delivery tracking dashboard to help you monitor tracking performance.
New automated Delivery Tracking Fulfillment Issues
Starting January 5, 2026:
- Delivery untracked
- Orders without delivery tracking will automatically be tagged with new Delivery Tracking Fulfillment Issue code:
- Partially untracked
- When only one of the two required events (“on the way” or “delivered”) is present or when timestamps are not meeting our quality standards (i.e. too close in proximity).
- When applicable, these codes:
- Will be applied automatically by the system.
- Will result in a $2.25 fee for untracked orders, for eligible brands (see “Who is affected and when” above).
Where you’ll see these fees
- These new Delivery Tracking Fulfillment Issues will appear in your operational metrics and reporting.
- Through March 31, 2026, only new brands will:
- See these specific FI codes reflected in their tracking metrics, and
- Have the $2.25 fee applied to untracked orders.
How to dispute a Delivery Tracking Fulfillment Issue
If you believe a delivery tracking fee was applied in error (for example, if tracking was provided or the order qualifies for an exception), you can dispute it directly in ezManage.
How to submit a dispute
- Sign in to ezManage.
- Go to the Orders page.
- Locate the order in question.
- Click into the order details to view the associated fees / adjustments / Fulfillment Issues.
- Find the Delivery Tracking Fulfillment Issues (e.g.,“Delivery untracked”).
- Use the dispute option on that FI and provide any relevant details or supporting information.
Once a dispute is submitted:
- The Partner Operations team will review your dispute.
- They may follow up if they need additional information.
- If the dispute is approved, the fee will be adjusted or removed as appropriate.
Choosing a delivery tracking solution
If you are a new brand or planning ahead for the March 31, 2026 expansion of this standard, we strongly recommend setting up a delivery tracking solution as soon as possible. Use the article to explore which options are best for your restaurant.
How to Provide Complete Delivery Tracking Timestamps
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If you don’t have your own drivers:
We recommend using automatic ezDispatch. This ensures all orders provide customers with real‑time delivery updates when orders are on the way and once they’ve been delivered. -
If you plan to self‑deliver:
ezCater expects restaurants to notify us once the delivery has started and again once the order has been set up and completed. Stores should assign a driver as soon as orders are submitted to your store.-
To assign a driver, open ezManage, accept the order, and then assign yourself or your delivery driver by following the prompts.
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Drivers can also assign themselves by scanning the QR code on the kitchen printout.
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On the day of the event:
The delivery driver assigned to the order should open the delivery management interface (text, web, or native app) and update the customer that they’re on their way by clicking “Start delivery.” -
After the order is delivered and set up:
The driver should open their delivery interface again, and click the button that reads "complete delivery" and take a photo (if using a native app).
Please note: If we receive only one of two event before the 90‑minute cutoff, this will count as a partially tracked order.
To review a step-by-step resource, follow this link to review your delivery tracking options and how to provide tracking for every order using your own drivers.