Primary and Fallback DSP setup

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If you utilize the 'Fallback DSP' feature, all orders will initially be directed to the primary DSP. If the primary DSP declines an order, it will be promptly forwarded to the next-in-line DSP.

To configure this feature, follow these steps:

1. Go to 'Properties > Global Settings > Integrations'.
2. Scroll down to 'DSP Properties'.
3. Set the Primary DSP.
4. Choose the Fallback DSP.
5. Click 'Save'.

For Uber Direct integration, you can also specify the Undelivered Action settings for usual and large orders, where you can choose the preference for handling the delivery when it cannot be completed.

• Leave at door: the courier will leave the food at the drop-off point and take a POD photo by default.
• Return: the order will be returned to the store.
• Discard: same if the option is not set. In this case, the order will also be returned to the store.

Please note that the Undelivered Action feature cannot be set for DoorDash Drive. By default, DoorDash will prompt the driver to return the order to the store if the client is unavailable, except for contactless deliveries.

Additional settings

• Allowed Vehicle Types: Select the vehicle types permitted for DSPs to fulfill deliveries. Note that not all providers support this setting. Currently, it is available for use with DoorDash Drive, DSP API, and partially with Uber Direct deliveries.
• Refund Email: Enter the email address to be referenced when sending a refund request to the DSP.
• Customer Notifications from DSP: Choose whether to send customer notifications from both your account and the DSP, or disable DSP notifications entirely. By default, this setting is disabled. This setting currently applies only to DoorDash integration and Delivery Service Providers connected via DSP API.
• Refund Settings: This is set by support; please refer to our article about DSP refunds.

Proof of Delivery for DoorDash and Uber Direct

DoorDash doesn’t fully support Proof of Delivery (POD) photos, except for contactless or catering deliveries. However, with Uber, we've implemented automatic photo POD for Leave at Door (LAD) deliveries, now active for all Cartwheel orders. 

Considering Meet at Door (MAD) deliveries, Uber doesn’t recommend utilizing photo POD due to potential confusion and increased handoff failure rates. It’s important to note that many customers are uncomfortable with drivers taking their photo, which can also raise privacy concerns. In such cases, our suggestion is to enable a signature POD instead. We can facilitate this at the store level upon request.

If a customer is unavailable to sign for an order marked for a signature, the outcome also depends on the delivery platform:

For Uber Direct: The outcome depends on the undelivered action configured. If the action is set to “Leave at door,” the courier will leave the food and take a photo POD by default. Otherwise, the order will be returned to the store (if no undelivered action is set or the action is configured as “return”). We recommend keeping "Leave at door" as the undelivered action, except for large or high-value deliveries.
You can configure the undelivered action under Properties > Global Settings > Integrations > DSP. The default setting is “Leave at door.”

For DoorDash: The undelivered action cannot be configured. If a signature is required and the customer is unavailable, DoorDash will instruct the driver to return the order to the store. This also applies to scenarios where contactless delivery is unavailable, and the driver cannot hand the order directly to the customer.

Photos and signatures obtained by 3rd party drivers during all deliveries are stored within the order details, accessible through the dashboard.

Still have questions? Feel free to contact your Onboarding Manager or our Support at [e-mail].