Q: What's the difference between Dispatch and Delivery?
A: Delivery Dispatch refers to Lunchbox's integration with Nash. Delivery is the service type used to take the order. Delivery Dispatch integrates with 2 Main providers Relay and UberDirect. Other providers are available upon request
Relay Warning: If you are using Relay and your delivery radius exceeds 2 miles, ensure that Uber Direct is set up as a backup. Relay orders cannot be delivered further than 2 miles.
Q: How does Dispatch work?
A: Lunchbox integrates with Nash, a platform that connects a network of delivery service providers (DSPs - such as Relay, and Uber Direct) all in one place. This integration extends to the POS system, sending all delivery orders directly to restaurants. This allows restaurants to offer a consistent delivery experience through Lunchbox's website and app. Customers can order using their existing online ordering system, and orders are prepared and hand-off to the DSP, who fulfills the delivery.
Q: What are the benefits of Dispatch?
A: Dispatch is a reliable solution that simplifies last-mile delivery technology, logistics, and operations.
Q: How does Delivery Dispatch help restaurants?
Answer:
Flexibility when deciding which delivery providers to work with
Branded delivery directly through the restaurant's website and app
Own the relationship with the customers
Delivery orders through Dispatch don’t come with hefty commissions restaurants would otherwise pay for orders originating on third-party marketplaces
Restaurants have the ability to control fees incurred by the customer based on market conditions or store-specific needs.
Seamlessly scale delivery capabilities streamline delivery operations
Q: How do I set up Dispatch if I don’t have it?
A: Restaurants need to sign a dispatch agreement with Lunchbox. Once a contract has been finalized, Lunchbox will guide, set it up, and provide a full delivery dispatch overview.
Q: Who will handle the contract and relationship if I use Delivery Dispatch?
A: Lunchbox will do the work and leverage preferred rates, so restaurants have one less vendor to manage. To align, reach out to your Lunchbox Customer Success Manager.
Q: What if I want to leverage your preferred rates but am under contract with a delivery provider?
A: This may not be an issue. Review your agreement and see if there is a minimum order. If no order minimum exists, you can most likely leverage our partnership. Please check with your legal counsel to ensure there are no other contractual obligations.
Q: Can I keep my current dispatch rate?
A: This depends on your existing rates. For more information, reach out to [email protected]
Q: Can I collect payment in Cash when using Dispatch?
A: No. Only credit card payment is allowed.
Q: What is a Dispatch Strategy?
A: Dispatch Strategies are how deliveries are assigned to providers based on the restaurant's preferences. They allow restaurants to decide how their deliveries get assigned, to whom, and when/if they get auto-reassigned. Nash uses dispatch strategies to ensure orders are delivered in the most timely and cost-effective way and, ideally, to automate as many aspects of the delivery workflow as possible. Dispatch strategies are customizable, and it may be fitting for some businesses to use multiple strategies according to the desired outcome.
Q: How do I access the Dispatch dashboard?
A: Restaurants can easily access the dashboard from their own tablet or computer. They can also access the Delivery Driver Management system, where they have the ability to manage drivers, orders, delivery maps, and driver reports.
Q: Can you view Dispatch delivery orders separately from pickup orders in the Dashboard?
A: Yes, on the Dashboard homepage, there is an option to filter and only see Dispatch orders that have been placed. If you want to view a history of your Dispatch orders, go to the Reports section of the Dashboard and follow the steps to run a report.
Q; What do I do if I have a preferred partner and there is an outage?
A: Dispatch allows you to access multiple delivery providers. If one delivery provider fails to accept the order, the order will automatically re-dispatch to the next preferred provider in your settings. Order of provider preferences can be set based on specific strategies such as lowest cost, highest reliability, or manual rankings.
Q: What do I do if I need a refund on an order that wasn’t sent out?
A: Lunchbox Delivery Dispatch can enter our dashboard, find the order, and request a refund. We will handle the back-and-forth and return to you with the results. You can view the progress of your refund requests on your Delivery Dispatch dashboard.
Q: Are there options to provide feedback, report incidents, or ban drivers?
A: Lunchbox Delivery Dispatch can enter our dashboard, find the order, and report an incident or a driver. Once you submit your feedback, we will handle the comms with the Driver Team and help deliver results. You can also manually assign a driver if needed.
Q: Can customers reach out to the delivery driver handling their order via Dispatch?
A: With Lunchbox Dispatch, a guest can call the driver if needed.
Q: Using Dispatch, is it possible to assign large orders only to delivery drivers utilizing a car?
A: We do not currently support this feature
Q: Can clients track their internal drivers from our new Dispatch product?
A: Clients cannot track their own internal drivers using our Lunchbox Delivery Dispatch product. Only last-mile delivery partners/tools that are integrated with us can be tracked. The client can configure notification triggers to receive automated messages, externally to customers or internally to teams, for important actions or steps during the delivery order process.
Q: Can one location be on LB Dispatch and the rest on another last-mile delivery partner?
A: Yes, but we strongly encourage all our partners to go full Dispatch if they will roll out and add all locations afterward.
Q: If a franchisee wanted Lunchbox dispatch but corporate didn't want it, can we build it for particular stores, or do we need corporate to give us access?
A: There isn't a technical limitation to this; however, since we don't usually do franchisee contracts, we would define the rates at the company-wide level. Please consult Finance for further details.
Q: What's the process when a delivery order is not picked up and must be canceled? How do they replace the order and still get paid for the delivery fee and tip (from the original order)?
A: The restaurant will always get paid for the delivery and tip (unless the order is fully refunded). If they are using Lunchbox Delivery Dispatch, they can set reassignment rules or request a new driver. They can refund the original order if the guest wants to place a new order again.
Q: Are payments automatically pulled weekly, or must the restaurant pay these invoices manually?
A: The agreement confirms when to authorize a new payment method, manage invoices, and agree to weekly automatic deductions.
Q: I heard that new AI innovations have been introduced to LB Dispatch (Nash). What are they and how do they help my business?
A: Here are the main use cases we're solving today with LB Dispatch AI:
1. Intelligent Dispatching
Dispatch teams often struggle to manage fleets efficiently when unexpected issues arise. LB Dispatch AI solves this by:
Dynamically rerouting drivers to minimize delays and optimize fleet utilization.
Allocating resources in real-time to address surging demand or capacity gaps.
Proactively notifying customers with accurate ETAs and delivery updates, enhancing trust and reducing support inquiries.
2. Proactive Customer Support
Support teams spend too much time handling repetitive delivery inquiries. LB Dispatch AI addresses this by:
Automating 80% of routine tasks, including ETAs, rescheduling, cancellations, and refunds.
Proactively updating customers about delays or delivery confirmations.
Allowing support agents to focus on complex, high-value interactions.
3. Automated Financial Reconciliation
Finance teams often deal with delays and errors due to manual reconciliation. LB Dispatch AI simplifies this process by:
Automatically validating invoices, reconciling payments, and flagging discrepancies for review
Minimizing costly human errors.
Ensuring accurate financial reporting, even as delivery volumes increase.
To learn more visit https://www.usenash.com/blog/why-we-built-nash-ai
Q: When an order is canceled in the Nash Portal for delivery, does it also automatically cancel the order in the Lunchbox Dashboard?
A: When Canceling the order in Nash, it only cancels the delivery. It DOES NOT cancel the order.
If an order is canceled in any 3rd party - you will need to also cancel the order in Lunchbox to cancel the payment and order.
Q: How extensive is Nash’s delivery network and who are its partners?
A: Nash has the largest restaurant delivery network, so we partner with over 500 delivery service providers or DSPs. Regional, local, and mom & pop delivery fleets.
Q: How are customers kept informed about their delivery status when using Nash?
A: Nash provides branded tracking sites and three SMS messages that go out letting them know that the order has been picked up in route and delivered as long as well as a public tracking link. Customers are able to see exactly where the driver is from pickup to drop off.
Q: What does the driver see regarding delivery order?
A: Driver can see pickup information with listed pickup and drop-off instructions. Not every DSP is going to show the package description (what's in the order)
Q: Can I leave a note for a driver under Notes on the Delivery Details page?
A: The notes section and flags are for internal use only. The notes are not visible to the driver
Q: Does Uber Large Order Fulfillment reject orders that are more than 30 days in advance, even if they are reassigned at the last minute?
A: Uber will not return a quote if the request is made more than 30 days in advance. However, if an order is reassigned close to the delivery time (for example, when the original provider cannot fulfill it), Uber will be asked again for a quote. In that case, because the order is now within the delivery window, Uber will provide a quote and can take the delivery.
Q: Do DSPs follow a consistent cadence when dispatching their drivers?
A: The timing of when orders are sent to DSPs (Delivery Service Providers) is controlled by Nash, but the actual driver assignment is not. We aim to ensure DSPs assign a driver 30–60 minutes before pickup, and this is reflected on the appendix page. However, DSPs can be inconsistent with assignments, even when they are considered reliable catering partners.
One factor that strongly influences driver acceptance is tipping. Catering jobs with tips see higher driver acceptance and conversion rates compared to those without. If a merchant frequently experiences low driver acceptance and their orders consistently have $0 tips, it is worth raising this point as it can make a significant difference.
Q: Are there required tip rules for DSP partners (similar to DoorDash’s 15% recommendation)?
A: There are no formal requirements in contracts with DSPs for a minimum tip. However, setting a minimum tip of 15% at checkout is a strong best practice. High-value catering orders ($400–$600) with no tip often struggle to get assigned, even by reliable DSPs, and may default to providers like Uber where fulfillment is harder. Encouraging merchants to add a minimum tip improves driver acceptance rates and ensures a smoother delivery experience.
Q: Do we need to manually add or verify zip codes with certain DSPs?
A: This issue is specific to DeliverThat and appears to be a newer scenario. The best approach is:
For new locations or brands, follow the RFP-like process: share the list of required zip codes in Slack or email so coverage can be confirmed with the DSP.
For existing brands, if a DSP suddenly stops servicing certain zip codes (for example, a location goes dark for a few deliveries), notify us. We will troubleshoot directly with the DSP and make sure they update coverage.
In short: proactively share zip code needs for new brands/locations, and report unexpected service gaps so they can be escalated.
Q: If a merchant requests a refund directly from a DSP instead of through Nash, will Nash be notified?
A: No. If a merchant requests a refund directly from a DSP (e.g., DeliverThat), the DSP may issue the refund, but Nash will not be notified and cannot reconcile it. To ensure refunds are properly tracked, all refund requests for orders routed through Nash must go through the Nash portal.
Q: What is the process if a refund is denied and needs to be escalated?
A: If a refund is denied, the best path is to open a support case. Provide as much supporting information as possible, especially photographic evidence or detailed notes explaining why the delivery was inaccurate.
Smaller DSPs are often flexible when clear evidence is provided, and even larger providers like Uber will review escalated cases carefully. Refund approvals are more likely when strong supporting details are included.
Q: Are driver delays and inactivity (e.g., sitting nearby without moving) tracked, and can this data be used to support refund or escalation requests?
A: Yes. Driver status times are tracked, including how long they remain in each stage of the delivery.
Local DSPs: These behaviors usually impact their reliability score, so smaller DSPs actively monitor and address them.
Gig fleets (e.g., Uber): Drivers may be less responsive. While Nash tracks status times, there is limited control over gig fleet behavior.
Best practice: If a driver appears inactive (e.g., sitting near the restaurant or far from the drop-off without progress), take a screenshot of the timeline or map. Screenshots have successfully supported refund approvals and overturned denials by showing clear evidence of delivery issues.
Q: If a driver is inactive and not canceling themselves, should we wait for the DSP to cancel or cancel it ourselves? How does the fee work in this case?
A: With Uber and other DSPs, this issue is usually due to poor driver behavior rather than malicious intent. If a driver is unresponsive or not moving, the best option for customer experience is to cancel the order proactively so a new provider can be assigned quickly.
Short-term: A fee may apply at the time of cancellation.
After delivery: Submit a refund request with supporting evidence (e.g., screenshots showing the driver’s inactivity). DSPs will review and may refund the fee once the case is validated.
In short: cancel promptly to keep the order moving, then use the refund process to dispute any unfair fees.