How do I deactivate or 86 items and modifiers from my menu?

You can deactivate or reactivate a menu item directly from the Otter Order Manager using these step-by-step instructions or by contacting Otter Support via live chat.

Can I accept tips on DoorDash pickup orders?

Yes, you can opt in with DoorDash Support to accept staff tips for DoorDash pickup orders. Tip information flows directly from DoorDash to Otter and will appear automatically on the order ticket and your Otter POS reporting.

How do I allow customers to include special instructions with their order?

Contact DoorDash POS Support at 855-222-8111 to enable this feature which allows your Otter tablet to receive special instructions on menu items from customers.

How can I monitor Dasher’s status with the Otter integration?

You can monitor Dasher status in the main order feed on your Otter tablet. The courier status icon will show the Dasher status. You can also see Dasher information and estimated time of arrival within the order details.

How do I manage canceled orders and refunds?

You can view and manage order cancellations in the Otter Order Manager or the DoorDash Merchant Portal. Once DoorDash receives a merchant order confirmation, you’ll be paid out regardless of when the customer canceled the order. The refund amount will vary depending on how far along an order was before cancellation.

When should I contact DoorDash Support?

You should contact DoorDash Support for pausing your store, integration errors, or troubleshooting DoorDash orders.

Otter Integration with DoorDash

What is the Otter integration with DoorDash?

Otter is a third-party aggregator and middleware that connects to your point-of-sale (POS) or Otter tablet. Otter's partnership with DoorDash as a Preferred Integration partner allows you to accept and fulfill orders from DoorDash Marketplace, Online Ordering, and Caviar directly from your Otter POS.

What do I need before starting the Otter integration process?

Before you can start integration onboarding for your store, you need three things:

An active DoorDash partnership
An active Otter partnership
A POS menu synced with Otter

Otter will help you confirm that your menu is ready for the DoorDash integration with an email or in their onboarding portal.

How do I integrate Otter with DoorDash?

Contact Otter Support to request the DoorDash integration.
- Live chat in your Otter tablet
- Email: hello@tryotter.com
- Phone: 1-888-681-8837
Otter will guide you through onboarding and confirm when your integration is active
If you need help connecting with Otter, you can also contact DoorDash Merchant Supportand ask to be routed to the Integrations Rescue team

How do I manage menus and store hours with Otter?

Once your integration is active:

Menu management

Any menus previously created in the DoorDash Merchant Portal are automatically deactivated
Make all future menu updates in the Otter Dashboard
Menu changes sync automatically to DoorDash

If you have trouble updating your menu, contact Otter Support.

Store hours

Update regular, special, or holiday hours directly in the Otter Dashboard
Changes sync automatically to DoorDash

How do I manage delivery and pickup orders?

All delivery and pickup orders are managed through your Otter POS.

Prep times: Adjust prep times directly on your Otter tablet
Manual accept: DoorDash doesn't recommend manual accept, as orders must be confirmed within three minutes to avoid failures
Scheduled orders: DoorDash releases scheduled orders to Otter about 20–30 minutes before Dasher arrival

If you experience printing delays or missing tickets, contact Otter Support.

Where can I find Otter resources?

For issues with your tablet, printing order tickets, or other questions, you can contact Otter Support directly by using live chat on your Otter tablet or emailing hello@tryotter.com.

View these Otter-specific topics on their website: