New: Deliver up to 10 miles using on-demand delivery

[#1]

Exciting news! We’ve made some updates to on-demand delivery so you can reach even more customers. 

When you sign up for on-demand delivery and use DoorDash as your courier provider you can offer delivery to customers up to 10 miles from your business ($1 per additional mile after 5 miles). 

With on-demand delivery from DoorDash you can enjoy commission-free delivery of 5 miles or less for only $6.99* plus a $1.50 Square dispatch fee per order.

*For sellers located in California delivery for 5 miles or less is $8.99. Delivery up to 10 miles does not apply to businesses located in Manhattan.

Create a free Square Online ordering page and try on-demand delivery to get reliable delivery using professional couriers today: https://weebly.com/app/square-sync/auth/square?onboarding_type=self-serve-ordering

Already have a Square Online ordering page?

Learn how you can use on-demand delivery: https://squareup.com/help/us/en/article/6925-on-demand-delivery-faq

[HaleyRay]

This is great! When does this go into effect for current users?

[Karemrg]

Yes! When does this go in effect for current users?! 

[grovetealounge]

We will have so many customers excited to hear this!

Is this currently available? And if so, who shoulders the cost burden of the additional mileage - our customers or us?

currently, our customers pay the delivery fee and the dispatch fee. I would choose to pass the additional mileage cost on to my customers, but don’t see a way to select that as an option with how the current settings are listed in our online store

[TripleC]

How do we opt in for this?

[Ryan_M]

@Karemrg We are slowly rolling this out for all sellers. Once it has fully rolled out, you will be automatically opted-in. Any seller who has On-Demand Delivery enabled and Doordash as their courier will get the extended radius of up to 10 miles. I will update this thread once the rollout is complete! 😁

[Ryan_M]

@HaleyRay We are slowly rolling this out for all sellers. Once it has fully rolled out, you will be automatically opted-in. Any seller who has On-Demand Delivery enabled and Doordash as their courier will get the extended radius of up to 10 miles. I will update this thread once the rollout is complete! 😁

[Ryan_M]

@TripleC We are slowly rolling this out for all sellers. Once it has fully rolled out, you will be automatically opted-in. Any seller who has On-Demand Delivery enabled and Doordash as their courier will get the extended radius of up to 10 miles. I will update this thread once the rollout is complete! 😁

[Ryan_M]

@grovetealounge We are slowly rolling this out for all sellers. Once it has fully rolled out, you will be automatically opted-in. Any seller who has On-Demand Delivery enabled and Doordash as their courier will get the extended radius of up to 10 miles. I will update this thread once the rollout is complete! 😁

To answer your question about "who shoulders the cost burden," It's based on how you set up your delivery fees. For example, you can configure your delivery fee so customer pays the full fee and the customer would pay for the additional mileage. However, if you offer free delivery over a certain amount then the seller would pay for additional mileage.

[Karemrg]

If this is a staggered rollout, how will we know when it's activated for us, specifically? Obviously, so we can also update our customers.

Essentially wondering if we have to wait until it's rolled out for everyone or if will we get a head's up when it's rolled out for us?

[Ryan_M]

@Karemrg There will be email notifications going out and I will also update this thread once 100% have access. 

[Karemrg]

So I should get a specific notification from Square indicating the new delivery radius has gone into effect, correct?

[JJ_]

Yes, you will get an email from Square @Karemrg! 

[Pythagoras101]

we would love to advertise this to our customers! how will we be notified when this rollout is completed? 

[JJ_]

Notifications will be sent via email @Pythagoras101

[MAXSDELI]

Nice! How do I go about adding this option to our account or current site?

http://eatatmaxs.square.site 

[Ryan_M]

@MAXSDELI @TripleC @grovetealounge @Karemrg @HaleyRay @Pythagoras101 

An update for everyone: The DoorDash radius extension has been rolled out to all sellers who had "On-Demand Delivery" enabled before September 28, 2022. For those who enabled after this date, we are still working on it! We will keep this thread updated!

[MAXSDELI]

Thanks Ryan.

So, to be clear, if a customer lives within 10 miles of MAX’S DELI and chooses Delivery, we’re good to go?

Nice!

[TripleC]

Mine works for addresses 10 miles north or east, but not 10 miles south or west of my cafe. 

[Ryan_M]

@MAXSDELI Yes, as long as Doordash is the courier. 😁

[MAXSDELI]

 

[Ryan_M]

@MAXSDELI @TripleC @grovetealounge @Karemrg @HaleyRay @Pythagoras101 

Updating this thread to say that this delivery radius extension is now available and enabled for all sellers. You can read about how to set up "On-Demand Delivery" in our support article: https://squareup.com/help/us/en/article/6925-on-demand-delivery-faq 

[Karemrg]

So Ryan, this was enabled for our shop a few weeks ago and since the delivery radius was increased NONE of my customers have been able to place delivery orders because EVERY time they use the system they get the same two error notices: 

1. "Unable to retrieve courier quote, please double check your address" - yes, we checked and these happens to any address that falls well within the delivery radius.

2. When they try to adjust date and time for scheduling delivery, customers get the following message: "the scheduled time you tried to select is unavailable for your current order". This happens no matter what date/time or product they select for delivery.

So, in sum, it doesn't work at all. I've called, reported and waited in line for way longer than I ever should have. They told me it's a bug in the system they're allegedly working on. Last call was 6 days ago. Still hasn't been fixed. Losing potential delivery customers by the minute.

Do you have any idea as to when will this be fixed?

[Ryan_M]

Hi @Karemrg, I'm sorry you've been experiencing these issues. I'm going to talk to the product team and see what they say in regards to your message and when this might be fixed. 

[Ryan_M]

Hi again @Karemrg, members of the product team took a look at your site and were not running into the issues you listed. Would you be able to provide a step by step guide or video on how to get to these errors? I can forward it to the team and they can take a closer look. Feel free to DM me as well! Hopefully we can get this resolved ASAP for you.

[Karemrg]

Can I get your direct email address?

[TripleC]

Mine is still not working right. There is small town 6 miles west that it says unable to deliver to and the radius seems to only extend about 4 miles to the south of us. Everything further says unable to deliver to, even though it's in the 4-8 mile range.

[Ryan_M]

Hi @TripleC , I talked with our product team and they said that while the radius extension is "up to" 10 miles, that may not always be hit perfectly. Due to local geography, layout, etc the exact radius may differ and isn't always a perfect circle. 

cc: @MAXSDELI 

[MAXSDELI]

I’m not certain if we’ve seen any deliveries this far away but just knowing it’s available is fine with us. Thank you @Ryan_M @for the heads up. 

[TripleC]

That's too bad, because we are very rural and have regulars in the 4-8 mile range that can't get delivered to.

[Santamariabbq]

Also note they give the entire tip to the driver.  We have had 50.00 tips go to a drive that drove 3 blocks.

[Santamariabbq]

You can pass it on. But be carefull the system gives 100 percent of the tips to the driver. All of it.. your staff will not be tipped

[Santamariabbq]

Just know that your customers can't tip you.. all tips go to the drivers

[kinos_coffee]

Did you ever get this resolved? I am seeing the exact same thing

[kinos_coffee]

Ryan Im seeing this same issue where it says "Unable to retrieve courier quote, please double check your address."

What is going on with this?

[robv88]

I'm in Los Angeles and my radius is only 5 miles anything over and you get the "we don't deliver there" message...

very disappointing especially in a place as busy as LA. If i delivery directly thru doordash or uber no problems.

[Arie]

Hi @robv88,

I'm sorry to hear that trouble has brought you to the Seller Community! 

Our support team would be able to take a closer look into your set-up to troubleshoot this with you - I wish I could take a look into your settings, but am limited as we're on a public forum and I cannot access your dashboard. Please reach out here squ.re/contact while signed into your account when you have a moment. 

[robv88]

I did. Not much help. I was told it was doordash fault ( it wasn't). Then was told that a 5.1 mile drive took 30 minutes and that was why ( it doesn't take 30 minutes). Came here hoping to find some kind of solution. 

[BernadetteA]

That does sound frustrating, @robv88 

I did some research to see if I could get additional information on this. I can confirm that the advanced support team advised there are limitations with the On-Demand Delivery integration, with one being that time does come into factor. The agent did confirm the particular delivery address to be almost 30 minutes. I'm assuming they did this using Google Maps, although, it's possible they may have access to check with DoorDash directly. I wonder if the time of day effects this as well due to traffic? 

I can also see another member of the team confirmed with DoorDash that they do not allow some orders over 2-5 miles depending on the service area. Unfortunately, I was not able to see or find the specific area(s) they are referring to.

As @Arie mentioned, we have limited access to accounts, and cannot ask for delivery address information. Otherwise, I would be happy to double-check the estimated delivery time. Square is always looking to improve the services we offer, so hopefully this is a feature that can be revamped and expanded in the future. 

I hope this information helped clarify a bit more. If I come across any additional information I'll be sure to come back to this thread to update you. 

[robv88]

Yeah the address I gave that they said was 30 minutes was not. It's about 12 15-20 on heavy traffic. As for time of day that never matters, it's always the same. I tried to tell them that numerous times to no avail. I also told them I contacted doordash several times and doordash said I was fine for as far out as 12 miles and that you must be doing something odd with the dynamic routing. It's frustrating because each time I call I have to start from the beginning with everything. Meanwhile the very first time I called you guys said it was obviously I big or problem on your end, but that quickly changed the next time I called as no one even had a record of me contacting you the first time. 

[robv88]

Also let's keep in mind I am in the heart of Los Angeles and I find it hard to believe that I am limited to 5 miles in every direction. It makes my store with you pretty useless. I can't convert 3rs party delivery customers to my site, because my site is way smaller a radius than the 3rd  party delivery. Also keep in mind I have doordash and Uber enabled as delivery in square and both don't go above 5 miles....

And the biggest pain is whenever I call I can't talk to the team in charge of this. I just get to talk to a customer rep who play man in the middle between me and the devs. So any conversation takes double the time. And is infuriating.

[BernadetteA]

I'm very sorry for the frustration, and will provide this feedback to the team on your behalf. If I hear anything different other than what I was able to find yesterday I will make sure to update you as well.