First Delivery

FIRST Help Center

Stay updated on the status of all your company's support tickets.

Customer portal

Help Center

 - an acronym for “Delivery Service Provider”

 DSP that is being used to fulfill deliveries

 - this refers to the Operator’s or Merchant’s fleet that is being used to fulfill deliveries

 - Delivery Fees paid to external delivery providers

 - Tips paid to external delivery providers 

 - Invoice credit/debit applied for external DSP orders paid for in cash.

 - Software usage fees (i.e. current month minimums, previous month volume overages, per order dispatch fees)

 - Fees for third-party DSP network usage

 - this refers to store or pickup point at which a delivery is originated from

- this refers to the end-user receiving a given delivery

 - this refers to the delivery driver/courier that is fulfilling a given delivery

-  refers to a “grouping” of 1 or more merchants AND 1 or more internal “runners” are tied to. 

 - It's a set of rules that determines how deliveries are dispatched to specific External or Internal Fleet. You can learn more about configuring Dispatch Strategies here. 

The Glossary

Check your email for a welcome email from FIRST Delivery. 

When you first log-in on the web dashboard it will ask you set your password

If you need to reset your password you can do that at: 

Note: reset password links expire after 60 minutes, you may need to reset your password if the reset link expires. 

Logging into your account

First try searching the help center, if you still need help - don’t be shy! 

There are 3 ways to get in contact with our customer support (we respond with human support in less than 5 minutes)

– click the “help” button in the merchant app, or the chat bubble on the web dashboard in the bottom right corner

Contacting Support

Select the order you want to be refunded for to open order details.

Click on the “Refund” Request button near the top. This takes you to a pre-populated form to fill out, where you will need to fill in the issue reason (i.e. “Order Missing”) and issue description (i.e. “the entire order went missing, and there is no proof of delivery from the delivery driver”

This refund request will be sent to the DSP as an email, with your primary support email address, the DSP support email address, and our support email address copied

The DSP will communicate with you on whether or not your refund request had been approved. If not approved you can still appeal the request, by following up on the email thread accordingly. 

For all approved refunds prior to the end of a current billing month, those refunds will be credited to your account within 20 calendar days of the new calendar month.

Requesting Refunds

On the Company Settings page, enter hex codes for the color scheme. The primary color will fill key elements on the order tracker. (be sure to include the “#”, at the beginning of the code)

Upload your company logo for the tracker’s header (Logo should be a 4:1 ratio and at least 400px wide)

The Footer Image and link can also be configured how you wish. Customers generally use this space to engage end-diners and drive a desired action (i.e. feedback surveys, leave a google review, etc) 

The tracking link can also have different sections shown/hidden (for example, you can choose to hide the delivery driver phone number if desired → this will help drive diners to call the merchant) 

Each merchant can upload their logo “header” and a promotional graphic “footer image” to their order tracker.

From the Merchant’s profile, scroll down to their “Branding” section.

For any merchant that has this configured, these settings will override the Global Settings. 

Custom Tracking Links

What we typically say is that for ASAP orders (where prep time is =< 20 minutes)

Getting Started

Getting Started articles

The Glossary

Logging into your account

Contacting Support

Requesting Refunds

Custom Tracking Links

Delivery Time Expectations