ezCater is deeply committed to reliability. Our customers rely on us to deliver their full order on time, exactly as ordered. There are eight operational metrics we expect our partners to uphold. If any partners fail to meet our expectations, we will temporarily pause their store, beginning with rejection and cancellation rates. We expect our partners to make the necessary updates to their settings, parameters, and any adjustments to in-store operations to meet our expectations to stay in good standing and remain visible on the marketplace.
Our customers tell us that rejections and cancellations are two of the most painful negative experiences. They depend on us to fulfill every single one of their orders reliably. If you fall below our minimum performance expectations listed below, your store will be paused on the ezCater marketplace. We will auto enroll your store in the appropriate course based on their pause reason (i.e. paused for cancellations will be enrolled in a cancellations course) and stores will remain on pause until they take that assigned course.
For a second pause, caterers will be guided to engage directly with the Catering Partner Ops team where we will have a personalized meeting to understand where we can support them in getting back on track.
Once you’re unpaused, you’ll have a new 90-day period to accept and fulfill orders and get your metrics up to our standard. Catering Partners who have been paused three times will be decommissioned from the ezCater platform. Use the chart below to understand our rejection and cancellation thresholds and make improvements to your operation to avoid the inconvenience of being paused.
Rejection thresholds based on order volume
| Store Status | <6 orders in 90 days | >7 orders in 90 days |
| At risk: You will receive an email and a warning banner will appear in ezManage. | 2 rejections | 5.01% - 29.99% rejection rate |
| Store paused: Your store will be paused indefinitely until you complete the online rejections course. | 3 rejections | > 30% rejection rate |
Cancellation thresholds based on order volume
| Store Status | <6 orders in 90 days | >7 orders in 90 days |
| At risk: You will receive an email and a warning banner will appear in ezManage. | 1 cancellation | 3.01%-9.99% cancellation rate |
| Store paused: Your store will be paused indefinitely until you complete the online cancellation course | 2 cancellations | > 10% cancellation rate |
ezCater is deeply committed to being the most reliable business catering platform by providing tools and resources to all of our Catering Partners to successfully deliver all orders reliably. Greater reliability means greater customer satisfaction and loyalty — and greater success for us all.
For additional questions please reach out to partnersuccess@ezcater.com