OLO RAILS

OLO RAILS SETUP – OLO SITE Olo Rails will remove the extra tablets at the front counter for multiple 3rd party vendors. Once your restaurant is setup to sync with Olo Rails, you will no longer need the 3rd party tablet to receive orders. Rails is setup to work with both Olo Expo and Integrated POS (NCR) locations.

Olo Integrated Stores –If you have an integrated POS (NCR) and have registered for OLO, all orders will be automatically fire to your POS and a Kitchen ticket and Guest receipt will print automatically.

Expo Stores – All locations will have 3rd party orders sent to the Olo Expo tablet just like standard Cicis.com orders. The team member will then be responsible to ENTER THE ORDER into the POS using the current procedures.

OLO WEBSITE SETUP

To make sure that all orders are received at the current open times and you are properly setup with the 3rd party vendors to receive orders you will need to log in to my.olo.com and navigate to Store Settings and Rails menus.

Store Settings:

Rail Hours - You will now see an option for Rails Hours. These hours will be the same as your current Business hours.

Steps to change hours:

Go To Settings > Store Hours and select your store (if you have multiple restaurants)

NOTE: When setting up your Rails hours keep in mind that 3rd party sites will not submit orders that are within 30 mins of closing.

E.g. If you set your close hours as 10:00pm, you will not receive any orders from 3rd party sites after 9:30pm

Rails Management

With Rails you will have the ability to manage the menu pricing “markup” for your store. This will update your entire menu price by a certain percentage with the ability to round up. If you use this function, it is recommended that you use the round up function “Round Up to $0.05” and make sure pricing markup is the same for all the 3rd party sites. By doing this it cleans up all the prices and keep them consistent on 3rd party sites.

To access this function on the Olo site go to Rails > Management. You will select your store(s) and click on the 3rd party provider green check mark for the store.

Once you select your 3rd party provider, you will be given the option choose your markup percent and round up option.

OTE: Any updates made to hours of operation or to the Rails Management section will take anywhere from 4 to 24 hours to update on the 3rd party sites. Please plan ahead if there are hours changes.

Do not change this option. By removing access this will stop all orders for your 3rd party sites from coming in.

WHAT IS OLO RAILS Rails is a unified program that enables digital orders from third-party marketplaces to be transmitted directly to restaurant’s Integrated POS where Rails has been set up. With OLO Rails and an Integrated POS (such as NCR), all incoming orders from Uber Eats and DoorDash will fire into the POS and automatically print Guest Receipts and Kitchen Tickets. The ticket will be routed as a takeout order and will note the Guest’s name and vendor (Uber or DoorDash Order). Guest Complaint? If a Guest calls the restaurant with a complaint about their order, please direct them to:

• Uber Eats Support at 833-275-3287 or eats-prioritysupport@uber.com

• DoorDash Support at 650-450-4940 or www.doordash.com/support

ORDER PROCESS FLOW (INTEGRATED)

When order is submitted via Uber Eats app or website, the order will use the following flow:

GUEST CHECK KITCHEN TICKET

This process only flows in one direction once Order is submitted. Adjustments or edits made on the POS or Olo are not reflected on the Uber Eats or Doordash platform and any cancellations, refunds, or edits to orders on Uber Eats or Doordash platform are not updated on Olo or POS.

Uber Eats/ Doordash Olo Integrated POS

ORDER PROCESS FLOW (NON-INTEGRATED) – Uber Eats

When order is submitted via Uber Eats app or website, the order will use the following flow:

On the Expo tablet, click on the Uber Eats Order in green to see New Order and review ready time. * A: Rails orders only display three statuses in the timeline. B: Rails orders will always be prepaid. C: Rails orders display a "Problem with this order?" module. Here you will see the marketplace ID and contact information.

Enter in POS – pay with the Uber Eats button. Confirm order on Expo tablet

Complete order ticket and take to cook. If kitchen printer setup, order will fire to Cook once order submitted.

Prepare order based on order ticket or ticket from kitchen printer.

Verify order is correct. Place in To-Go warmer with the order ticket. Notify the Guest Greeter that the order is ready.

Verify order is correct, seal all packaging and attach POS receipt to pizza box or bag. Present order to driver.

Include parmesan packets, red pepper packets, silverware and dressing, as needed.

Uber Eats Olo Expo Enter into POS

RECEIVE ORDER Guest Greeter

ENTER ORDER IN POS

ORDER READY FOR PICKUP

Guest Greeter

PREPARE ORDER Cook

PACKAGE ORDER Cut

DRIVER PICKUP Guest Greeter

Uber Eats

ORDER PROCESS FLOW (NON-INTEGRATED) - Doordash

When order is submitted via Uber Eats app or website, the order will use the following flow:

On the Expo tablet, click on the Doordash Order to see New Order and review ready time. * A: Rails orders only display three statuses in the timeline. B: Rails orders will always be prepaid. C: Rails orders display a "Problem with this order?" module. Here you will see the marketplace ID and contact information.

Enter in POS – pay with the Doordash button. Confirm order on Expo tablet

Complete order ticket and take to cook. If kitchen printer setup, order will fire to Cook once order submitted.

Prepare order based on order ticket or ticket from kitchen printer.

Verify order is correct. Place in To-Go warmer with the order ticket. Notify the Guest Greeter that the order is ready.

Verify order is correct, seal all packaging and attach POS receipt to pizza box or bag. Present order to driver.

Include parmesan packets, red pepper packets, silverware and dressing, as needed.

REFUNDS/CANCELLATIONS

It is the restaurant managers/owner’s responsibility to review the Audit procedures and use the Uber Eats/Doordash Report dashboard to view any orders cancelled or refunded on a daily/weekly basis. All refunds must be entered into the POS based to provide accurately sales for the restaurant. Any order cancelled by Guest after it is received by Olo and POS will be reimbursed to store by Uber Eats/Doordash.

Doordash Olo Expo POS

RECEIVE ORDER Guest Greeter

ENTER ORDER IN POS

ORDER READY FOR PICKUP

Guest Greeter

PREPARE ORDER Cook

PACKAGE ORDER Cut

DRIVER PICKUP Guest Greeter

Doordash

AUDITING As part of your daily and weekly routine you need to verify that what POS and Olo is reporting as 3rd party sales is correct based on Marketplace reports. When orders are placed on Uber Eats using Rails integration, orders are sent to Integrated POS via Olo. All sales will be categorized as ONLINE under payment tenders for integrated restaurants. If a Guest cancels the order or requests a refund, this information is not sent to the POS or Olo. Since this information is not sent, the 3rd party marketplace reports will be considered the “Source of Truth” for the amount of sales generated based on completed orders, refunds and cancellations. Reminder for orders that are cancelled by the Guest but received in the POS, Uber will reimburse the restaurant since products were made.

1. Go to https://restaurant.uber.com - enter your username and password

2. From the Dashboard view go to the left-hand side click on Payments and select Location at bottom • Click Download in Reports Hub and select Payment Details under Reports

• You will see each order based on order date and if it was completed or refunded. Write the Total in the

Cash Management Log by day.

• Login to your Olo Dashboard and go to Rails>Performance (accessible to district managers and above only) ( https://my.olo.com )

• Select the store(s) you need data on, the date range, and the Ordering Provider your wish to see on the chart.

o Direct Ordering is orders via Cicis.com o Uber Eats and Postmates are orders via Ubereats.com (Postmates orders will come in as Uber

orders) o Doordash are orders via doordash.com

• Compare the sales for Uber Eats and Postmates to the Olo Rails Performance to make sure they match.

NOTE: THESE SALES WILL BE REPORTED AS NET SALES MINUS TAXES If totals do not match or if you need to compare total Olo sales vs Rails sales on POS: • Go to Orders> Search by Time Frame and select your store on Olo Dashboard. Change drop down to

Time Wanted and select the appropriate date range. • Check box then click See Orders. Click Export to Excel

o Sort by Uber Eats Orders and match up orders to Uber Eats Reports. o If there are any orders that are marked as Refund on Uber Report proceed to Step 3.

ADDING REFUND POS

3. This step will confirm if a refund has already been entered into the POS which will reconcile your total Net Sales and taxes collected at the end of each month. INTEGRATED POS

• Login in Silver POS Back Office and go to Results > POS Transactions, and filter report by refund and Export Tickets.

i. Use this report to find any tickets using the Olo Refund tender type

• If there are no refunds in POS report, a refund needs to be added on the POS under Olo Refund for the order.

• If there is an Olo Refund in POS, verify if it matches order total from Uber Report • Ensure the Cash Management Log has the totals from POS Reports, vendor and the difference

documented. NON - INTEGRATED POS

• Pull POS transaction report from current POS and filter report for Refunds. • Match up refund to 3rd party order listed on Uber Eats Report.

o If refund is missing, enter into POS to balance weekly sales.

POS Reports Olo Reports

Compare Uber and Olo Reports

Compare Uber and POS Reports

Comparing Olo and POS Reports will not be accurate

Uber Eats Report Dashboard

AUDITING As part of your daily and weekly routine you need to verify that what POS and Olo is reporting as 3rd party sales is correct based on Marketplace reports. When orders are placed on DoorDash using Rails integration, orders are sent to Integrated POS via Olo. All sales will be categorized as ONLINE under payment tenders for integrated restaurants. If a Guest cancels the order or requests a refund, this information is not sent to the POS or Olo. Since this information is not sent, the 3rd party marketplace reports will be considered the “Source of Truth” for the amount of sales generated based on completed orders, refunds and cancellations. Reminder for orders that are cancelled by the Guest but received in the POS, Uber will reimburse the restaurant since products were made.

1. Go to https://dashboard.com/merchant - enter your username and password

2. From the Dashboard view go to the left-hand side click on Orders and select Location, if you have multiple • Select previous week Data Range and click on Submit.

• Note Order Count, and subtotal for the week. If the store has an error charge, this will be needed to

complete refund in POS, if not already completed. • Repeat for additional stores • Login to your Olo Dashboard and go to Rails>Performance (accessible to district managers and above

only) • Select the store(s) you need data on, the date range, and the Ordering Provider your wish to see on the

chart.

o Direct Ordering is orders via Cicis.com o Uber Eats and Postmates are orders via Ubereats.com (Postmates orders will come in as Uber

orders) o Doordash are orders via doordash.com

• Compare the sales for DoorDash to the Olo Rails Performance to make sure they match.

NOTE: THESE SALES WILL BE REPORTED AS NET SALES MINUS TAXES

If totals do not match or if you need to compare total Olo sales vs Rails sales on POS: • Go to Orders> Search by Time Frame and select your store on Olo Dashboard. Change drop down to

Time Wanted and select the appropriate date range. • Check box then click See Orders. Click Export to Excel

o Sort by DoorDash Orders and match up orders to DoorDash Reports. o If there are any orders that are marked as Error on DoorDash proceed to Step 3.

ADDING REFUND POS

3. This step will confirm if a refund has already been entered into the POS which will reconcile your total Net Sales and taxes collected at the end of each month. INTEGRATED POS

• Login in Silver POS Back Office and go to Results > POS Transactions, and filter report by refund and Export Tickets.

i. Use this report to find any tickets using the Olo Refund tender type

• If there are no refunds in POS report, a refund needs to be added on the POS under Olo Refund for the order.

• If there is an Olo Refund in POS, verify if it matches error charge on Doordash • Ensure the Cash Management Log has the totals from POS Reports, vendor and the difference

documented. NON - INTEGRATED POS

• Pull POS transaction report from current POS and filter report for Refunds. • Match up refund to 3rd party order listed on DoorDash error charge.

o If refund is missing, enter into POS to balance weekly sales. DoorDash Report

Dashboard

POS Reports Olo Reports

Compare DoorDash and Olo Reports

Compare DoorDash and POS Reports

Comparing Olo and POS Reports will not be accurate

MARKETPLACE FACILITATOR TAX Many states have enacted sales tax laws defining “marketplace facilitators” or “marketplace providers,” and requiring that these “marketplaces” collect and remit the sales tax on orders placed via their platform if certain conditions are met. Currently Uber Eats and Grubhub must collect, report and directly pay the states sales tax. If there is a local tax for your restaurant, Uber Eats and Grubhub will collect the taxes on your behalf and remit back to restaurants. UBER EATS You can view how much sales tax Uber Eats is collecting and remitting on your behalf as “Marketplace Facilitator Tax” in:

• Payment Detail Report in Restaurant Manager

If your restaurant requires a local tax, you can calculate how much is owed by using your Payment Details Report and taking the difference of “Tax on Food Sales” and “Marketplace Facilitator Tax” reported. GRUBHUB You can view how much sales tax Grubhub is collecting and remitting on your behalf as in the following places:

• Financial Statements • Financial Transaction History

If your restaurant requires a local tax, you can calculate how much is owed by using your Financial Transaction Report and taking the difference of “Tax” and “Withheld Tax” reported.

If you are in a state that requires a Marketplace to pay taxes on your behalf. To calculate the total tax you owe at the end of each month please see example below:

Tax Rate : 8.25%

Total Sales $10,000 Total Tax Reported in POS $825 3rd Party Sales (Marketplace Facilitator Tax) $1000 Marketplace Facilitator Tax Total $82.50 Tax paid by Franchisee to State Tax Authority $742.50

If your location also has a local tax, which the Marketplace Facilitator does not pay please see below:

State Tax Rate : 8.25% Local Tax Rate: 1.00%

Total Sales $10,000 Total Tax Reported in POS $925 State Tax Total $825 Local Tax Total $100 3rd Party Sales (Marketplace Facilitator Tax) $1000 Marketplace Facilitator Tax Total $82.50 Tax paid by Franchisee to State Tax Authority $742.50 Tax paid by Franchise to Local Tax Authority $100

FAQ:

Q: The store has not received any Uber Eats order via rails. How do I fix this?

Your restaurant may have been paused by Uber Eats because of 3 consecutive cancels/unaccepted orders OR failed courier request OR Eater cancels OR POS injection error (if POS-integrated).

Pause length

• Auto pause: When Auto pause is triggered, the store is then paused until 6AM the following day when it is automatically un-paused.

• Re-pause: If a store has 2 consecutive days with 0% of its orders completed and at least one order, the store will be re-paused and is paused indefinitely (NOT automatically un-paused at 6AM the following day).

Notification & Statuses:

Notifications: Users can leverage Restaurant Manager portal or the RM App (available on iPhone or Android) to get real time alerts of cancels and pauses.

Statuses: In order to see a consolidated list of all paused stores in a given moment, the corporate team or franchisees could leverage Restaurant Manager portal on desktop where they can also un-pause.

Unpausing

In either scenario (reactive or proactive), restaurant owners can un-pause stores by taking one of the actions below:

• NEW! Bulk un-pause or single location un-pause in the Restaurant Manager portal or Restaurant Manager App (Download app for iOS, Download app for Android)

• Bulk un-pause or single location un-pause in the Restaurant Manager Portal

Q: I don’t see a breakdown on my NCR reports showing the 3rd party orders via Rails?

3rd Party orders submitted through Rails will show in reporting under the ONLINE tender. NCR does not have the ability to split the 3rd party order out of the ONLINE tender. To reconcile, the above steps in guide will need to be followed.

Q: How do I 86 an item on Uber Eats and Doordash?

Since the 3rd party sites get all the menu information form Olo, once you 86 an item on Olo your 3rd party sites will update as well. To 86 an item please be sure to submit a ticket to the IT department requesting to 86 and item and when it will be active again.

Q: How do I access my Doordash and Uber Eats website?

Uber Eats – https://restaurant.uber.com

Doordash – https://www.doordash.com/merchant

Q: I forgot my username for the websites how do I get it?

Contacting Uber Eats and Doordash support will be the fastest way to get your username. Majority of user names are setup by the franchisee when accounts were setup.

Q: I don’t remember my password for Uber Eats and/or Doordash, how do I reset it?

When you enter your username during login you can click on forgotten password to get a link from either vendor.

Q: I need to adjust my pricing for my 3rd party sites. How do I do this since I no longer have access to the menu?

All pricing for 3rd party sites will come from Olo. Please follow current procedure to change prices on Olo:

Integrated POS – Contact NCR/Dumac to request change

Non-Integrated – Submit an IT ticket to request the Price update