Operational FAQs

• How will the customer know their order is ready?
• Does wait time change during our busiest times of the day?
• What do I do if a customer orders an item that is out of stock?
• What do I do if an order for a large quantity comes in?
• What happens if a customer never picks up their order?
• What happens if a customer arrives very late (20+ minutes) or they never arrive to pick up their order?
• What do I do if a customer wants a refund on their order?
• How do I view my sales via Grubhub for Campus Dashboard?
• How do I adjust my hours of operations and wait times?
• Can I make menu updates?
• How should the pickup process work?

How will the customer know their order is ready?

• The customer will receive a push notification from Grubhub for Campus detailing that their order is ready. This happens in one of two ways:
  1. The customer will be automatically notified after a timeout of the pre-selected ETA.
     • E.g. if prep time = 5 mins, the customer will be notified at the end of that 5 minutes.
       
  2. If your location has an iPad, you will notify the customer when their order is ready. This is called an “Active Cashier” and is optimal for extremely busy venues.

Does wait time change during our busiest times of the day?

• Yes, wait time can be configured to be longer during your busiest times of the day. We do this by slowing down how many tickets print out at a given time of day and day of the week. Through this feature, participating merchants are able to better manage the inflow of walk-in and mobile orders during peak periods.
  • Read more about wait times, here.

What do I do if a customer orders an item that is out of stock?

• Orders will automatically cancel due to an out of stock item once it is updated. You can do this via the menu management tab on AC+. Another way to ensure this doesn’t happen is to mark the item Out of Stock using the merchant dashboard. You can also wait for them to come up to pick-up their order if it is during a busy time.

What do I do if an order for a large quantity comes in?

• The in-app menu is the structure to dissuade customers from placing large group orders. If a large order does come through and you are unable to fulfill, please call the custom to explain the situation and have them contact our support through the app.

What happens if a customer never picks up their order?

• Dispose of the order if left for an extended period of time as determined by local food safety regulations. Keep the Grubhub for Campus receipt for reference because the support team may reach out. If a customer requests a refund, direct them to the Help & Feedback section within the Grubhub app. 

What happens if a customer arrives very late (20+ minutes) or they never arrive to pick up their order?

• The merchant is not responsible for remaking the item if the customer shows up significantly later than when they were alerted their order is ready.
  
  
• If this occurs, please suggest that they place another order for this item if they would like a fresh item. Also, tell that the ETA in the app is accurate for when their order will be prepared and they can use this as reference for when ordering items. Please have them contact support through the app if they are dissatisfied.

What do I do if a customer wants a refund on their order?

• If you believe that the customer is deserving of a refund for their order, which we leave to your discretion, you can handle the situation in two ways:
  1. Have them contact support directly via the Grubhub for Campus app in the Help and Feedback section.
     
  2. Merchant contacts support to initiate a refund.
     
     
•  Refunds can either be granted as a full refund of their order or with Grubhub credit on future orders.

How do I view my sales via Grubhub for Campus Dashboard?

• Sales are reported on the Grubhub for Campus Dashboard broken down by venue and by payment method. Operators can access this dashboard and have these reports scheduled to them on the desired cadence (daily, weekly, monthly).
  • Learn more about Sales Reports, here.

How do I adjust my hours of operations and wait times?

• Send all changes to hours and wait times to [e-mail]. In the case of an emergency (e.g. a flood or fire alarm), use the merchant dashboard
  • The Temporary Closure tool is a great way to close your shop due to an issue that is not related to your connection (understaffed, kitchen issue, etc). You can also remove Temporary Closure via the dashboard. 
    • Learn more about the Temporary Closure tool, here.
      
      
  • If you can't close the shop via the merchant dashboard please call support at [phone]. If you need to update the hours or close the shop for extended also please call or email, [e-mail].

Can I make menu updates?

• Yes! There are two ways to make these updates depending on the type of update.
  
  1. Smaller item-level updates: you can make adjustments via the Tapingo Dashboard via Advanced Menu Editor.
     
     • The Advanced Menu Editor tool gives you complete control over your menu; including updating pricing, marking items out of stock, adding additional items, etc.
     • To learn more about the Advanced Menu Editor, click here. 
       
       
  2. Large menu updates including full menu item changes, pricing updates, etc. should be sent into [e-mail].

Note: It can take up to 72 hours for menu changes to be completed by the support team.

• Learn more about making changes to the menu in the dashboard, here.

How should the pickup process work?

• Completed orders should be placed in designated Grubhub for Campus pickup locations. Customers can be identified by their ticket/order number. Their name will be printed on the ticket. Operators can verify a customer's order by checking the user’s push notification, mobile receipt, or order history.