High-ticket delivery orders receive error message

[pomellaoakland]

Hi there,

We get constant complaints from customers who are trying to place high-ticket orders (over $1k) on our website using On-Demand delivery.  They consistently receive this error, "There was a problem contacting courier, please try again."  The "maximum delivery fee" feature is set to "No Maximum" so we know this isn't an issue.  Also, the orders are coming from our own neighborhood, so it isn't a radius problem either.  Finally, all of the orders are being scheduled well in advance of our set prep time.

Is there some other setting that we are missing?  Catering is a big part of our business, and customers want delivery.  We need them to be able to place orders of any size via our website.

Thank you for your help!

 

[MayaP]

Hi @pomellaoakland,

Thanks for reaching out to The Seller Community! 

So sorry you are running into issues that is affecting your business! We certainly don't want that.

For the order being scheduled in advance,  can you provide examples of some orders this happened with? 

I will investigate into these two issues and follow up when I have a more insight. 

Thank you!

[pomellaoakland]

Hi Maya,

Thanks for your reply.  I included a screenshot with my previous post as one example.  Since the orders don't go through, I'm not sure how to provide you with any examples besides this.  Usually we end up taking the order over the phone and scheduling delivery using Senpex.

Is there a way to access our abandoned carts?  If so, I'm sure we'd be able to find all the orders listed in there.

Please advise.  Thank you!

[MayaP]

Thanks for all the info @pomellaoakland. Did this order come from Door Dash? Or another delivery partner?

[MayaP]

Apparently orders over 1k are blocked using Doordash Drive. Unless you switch to the "Large Order Fulfillment" contract. 

Please reach out to support if you have further questions! Thank you!