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Auto-accept is our default setup and recommended for most merchants. This means that when an order hits the FIRST Delivery system, we assume that the order is being prepared. 

Prep times are set on the Merchant Profile

Your default prep-time is 20 minutes, this can be adjusted in the Merchant Profile, both on the web dashboard and in the Merchant app. 

 If your store has highly variable prep times, then we recommend disabling auto-accept. Note disabling “auto-accept” will mean that your store will set a prep-time on a per delivery basis, see the video here to see how it works.

Setting Prep Times

Auto-accept is our default setup and recommended for most merchants

Each merchant has a default prep-time of 20 minutes for an ASAP order, which can be customized as needed. 

If your store has highly variable prep times, then we recommend disabling auto-accept. Note disabling “auto-accept” will mean that your store will set a prep-time on a per delivery basis, see the video here to see how it works.

Dynamic Prep Times Per Delivery

A manual delivery request is one that does not come in via integration. You might enter a delivery request manually if:

you had to cancel an order and need to re-enter it with new information

ly, you can choose if you want to assign it to an external fleet (like DoorDash or Uber) or your internal fleet. You may want to give your internal drivers priority on orders, and assign deliveries to external fleets when your internal drivers are busy.

How to request an internal delivery manually:

In FIRST, click on the + button on the right side of the top menu 

Enter the merchant and diner information. Make sure to pick a merchant and a delivery address from the autofill options to ensure the associated information is correct.

 section of Dispatch. Drag it to the internal driver you want to assign it to. This stages the order for this driver (you can add more orders to their stage if you want to). 

Tip: want to enable AI receipt scanning? Reach out to your account rep to get this enabled. 

Manually assigning an order to an internal fleet gives you control over what information you send to the driver, and which driver takes the order. 

Manually Assign a Driver to an Internal Fleet

How to create a duplicate delivery or reorder?

Click on the order that you want to request a new driver for on the main "orders" page

This will automatically create a new order on the main "orders" page, and will be treated as an "ASAP" delivery

Duplicating Deliveries in Merchant app

When deliveries are in progress, there are the following key statuses: 

When a Delivery is “Not Assigned”, you will see a 

When a delivery is “Assigned”, then you will see a 

When a Delivery is “En Route for Delivery”, then you will see a 

Managing Live Deliveries

Have a delivery issue? You can request a refund from the delivery provider. 

You can request a refund in the FIRST Merchant app in 2-clicks. When requesting a refund, you can also choose to ban the driver. 

 this takes at least 24 hours to go into effect. 

How to request a refund from merchant app:

Click on orders that has been completed or cancelled

Choose refund reason (reorder and ban driver if applicable)

Requesting Refunds from Merchant App

You may need to un-assign a delivery driver due to an end-customer cancelling, or a preference to use another driver/fleet.

 a driver has assigned a driver. With Uber Direct specifically, you can un-assign 

 a driver has been assigned, but you will incur a $5 delivery fee. 

How to un-assign a delivery driver in the merchant app:

Click on the order that is assigned a fleet to pull up order details

This will take you back to the Orders Screen, with either a Success Message of "Unassigned - order unassigned from fleet"

If you still need to un-assign a Delivery Provider 

a driver has been assigned, then we recommend contacting the DSP directly. 

and have your “DSP ID” handy – you can find the DSP ID in the FIRST Merchant App by clicking on any order 

 Once an order is Unassigned, you can cancel a delivery by pulling up the order details again, and clicking "Decline" 

Un-assigning a delivery driver

Communicating ETAs - if customers call the restaurant and ask “where is my order”, you should verify with them that they received a tracking link. 

Refund? - if a customer requests a refund, it's important that you issue this refund based on how the diner orders (i.e. if they called to place an order, you should be able to void the order via your POS) 

Tip - if you can, give customers a credit for their order, that they can redeem when they order direct.

Customer communication best practices

Click on the side navigation button in the top left hand corner. 

Once clicked you will see a "help" button at the bottom. 

Our customer support team responds to all in-app chats within 5 minutes

You can also text 656-228-3592 (no phone calls) or create a support ticket by emailing us at support@firstdelivery.com

If you need help with a delivery in progress that is assigned to an external fleets we recommend contacting external fleets directly (be sure to have the DSP ID or reference ID to provide to the external fleet for support):

Merchant Support

 click on the order in which you need and update. 

Click on the camera icon to view drop-off photo

Note: if no proof of delivery photo is shown, we recommend requesting a refund as a "missing order" and claim that the driver stole the food.

In-Store Operations