Tock integrates with DoorDash to provide delivery at no cost to you. In this article, we'll review frequently asked questions about the integration.
How do guests book?
Guests book a delivery (fulfilled by DoorDash) like any other offering on exploretock.com.
How do guests manage their order?
Guests view and manage their order within their Tock profiles. The DoorDash driver will contact guests by phone or text to arrange for delivery.
What if a guest needs to edit their order?
If a guest needs to edit their order before it’s out for delivery, they may contact your business directly. Once the order is out for delivery, the guest can no longer edit it.
Orders cannot be rescheduled once they are placed. If the order needs to be rescheduled to a different date or time, we recommend canceling and rebooking the order.
How much earlier does the food need to be ready?
The DoorDash delivery driver will arrive 30 minutes ahead of the delivery time. In the Orders list within your Timeline or Service screen, Tock will list each order 30 minutes ahead of when the delivery is due to be completed. For example, a delivery order for 7:00pm will show up at 6:30pm.
How much does this cost me?
There's no fee or cost to you. The cost of the delivery is paid entirely by the guest.
How much will guests be charged?
Your guests will be charged base $7.00 USD for delivery within a 5-mile radius plus $1.00 per mile for each additional mile up to 8-miles total. 1,2
1 Pricing: Manhattan ($5.75), California ($9 base), Canada ($8.50 CAD + applicable provincial taxes). 20% Gratuity added as default for driver. 2 Radius: 8 miles, except San Francisco (3 miles), Manhattan (2 miles), Brooklyn, Queens, Jersey City, Bronx (2.5 miles).
What about gratuity?
Guests are able to add gratuity during the checkout flow, all of which goes to DoorDash and their couriers. While gratuity is optional, 20% is presented as the default choice.
Can I add an option for guests to add gratuity for my staff when using DoorDash?
We recommend using add-ons or menu items to configure optional gratuity for your staff. You can create optional add-ons for set dollar amounts that guests can add to their order.
To configure mandatory gratuity, add a custom fee to your To Go offering. Guests will be required to pay this fee at checkout.
Will I get a notification about the driver arriving/being late?
The delivery order status will automatically update with the following statuses:
- Driver Assigned - DoorDash has assigned a delivery driver to the order.
- Driver En Route - the DoorDash delivery driver is on the way to your restaurant.
-
Driver Arrived - the DoorDash delivery driver has arrived at your restaurant and is ready to pick up the delivery order.
- The driver will provide the name and order number when picking up the order.
- Out for Delivery - the DoorDash delivery driver has picked up the order and is en route to the diner.
- Completed - the DoorDash delivery driver has delivered the order to the diner.
- Cancelled - the delivery order has been cancelled.
- No Show - the diner was not home to receive the delivery order.
What if my guests have an issue with their delivery?
If a guest has questions about their order, they may contact you. If they have questions or problems with the delivery itself, they will be directed to contact DoorDash directly. The confirmation page and email will let guests know how and who to reach out to for help.
How do I contact DoorDash?
Visit the DoorDash Merchant Support page for contact options.
Learn More
Visit Setting Up a Delivery (Fulfilled by DoorDash) to learn more about creating a DoorDash delivery experience.