Best Practices Partnering with DeliverThat

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Ensuring Smooth Deliveries, Every Time

The golden rule of managing off-premise partnerships is being hands-on. We want to empower you to develop relationships with the best drivers & request them specifically. Our Restaurant Experience team is here to review metrics, hop on calls, and provide resources to help you in any way we can.

At DeliverThat, we are committed to providing you with a seamless delivery experience. To help you get the most out of our partnership, we've put together some best practices that will contribute to successful deliveries.

Submitting Deliveries

When submitting deliveries, keep these best practices in mind:

  • Early Submissions: We accept deliveries up to 2 hours before the scheduled pickup time. Submitting deliveries as soon as you receive them and know they will require our service is good practice.

  • Advanced Submissions: Consider submitting deliveries 24+ hours in advance for exceptional service. This allows us to offer your delivery to our top-tier drivers, who have additional experience with DeliverThat. We are proud to have a 99% completion rate on these requests.

  • Address Accuracy: Ensuring the address is 100% correct is crucial to avoid adjustment charges and late deliveries. Address Line 2 should only be used for specific purposes, such as apartment numbers, suite numbers, floor numbers, building names, company names, secondary address information, or mailbox numbers. Misusing the address line 2 field can result in adjustments, late deliveries, or delivery failure. Read the Help Center article about address line 2 for more.

  • Buffer times: DeliverThat sets pickup times based on drive time and order cost to allow for loading, unloading, and set up. If a delivery is individually packaged, has a complex drop-off, or is in a high-traffic area, you should select a drop-off time 15-20 minutes earlier than the customer event time. This will increase the on-time rate for unique and challenging scenarios.

Drop-off Instruction

The "Drop-off Instructions" field is a valuable tool for providing detailed pickup and drop-off instructions. Include any specific information that drivers need to know, such as the need for a license, the presence of a loading dock, security procedures, special entrances, or unique features at the pickup location. All special instructions are displayed in the app to our drivers, streamlining the delivery process for success.

Requesting Specific Drivers

We understand that sometimes you may have favorite drivers you'd like to work with. They provide an elevated level of service. They are familiar with your team and brand.

We're here to make it easy for you to request specific delivery drivers when you submit the delivery request. Scenarios we see drivers requested most often:

  • VIP clients 

  • New customers

  • High-value orders

  • A large gratuity has been added

The Request Process

To request a specific driver, follow these simple steps:

  1. Email Dispatch: Send an email to to make your driver request. This is the same email you can use for other support inquiries.

  2. Include Driver's Name: In your email, be sure to include the name of the driver you want for your delivery.

  3. Provide Order Details: To help us locate your specific order, include the order ID or customer name in your message.

Live Support

For any questions, concerns, or immediate assistance, don't forget about our Live Delivery Hotline at (315) 630 3330. Our team is ready to assist you in real time to ensure your deliveries go smoothly. You can text or call this line using the best practices outlined in the Hotline article.

Feedback & Escalations

Your feedback is valuable to us. If you have any feedback about a driver or delivery, questions, or need assistance with a delivery, reach out to us at Check out the specific article for the DeliverThat support email with more detailed information. For urgent matters, our Live Delivery Hotline is available.

Account Management

To maintain a successful partnership, it is recommended to have regular status calls. During these calls, we recommend having someone from your operations team and your off-premise point of contact attend. We'll review performance metrics for both DeliverThat and your catering business, identify areas for improvement, and ensure your delivery operations are running smoothly.

To schedule a status call cadence that works for you, please email us at or We're here to support your success.

We're Here to Serve You

At DeliverThat, we are dedicated to making your delivery experience exceptional. By following these best practices, you can help us ensure smooth and successful deliveries every time. We appreciate your partnership and look forward to continuing to serve you and your customers with excellence.

Thank you for choosing DeliverThat as your trusted delivery partner.

Related Articles

  1. Live delivery hotline
  2. Support email
  3. Creating a delivery
  4. Address line two

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