Overview

This guide walks you through how to place, track, manage, and troubleshoot Burq deliveries directly within CaterZen. 


If you haven’t set up Burq yet, start with Introduction to Burq in CaterZen and Connecting Burq to CaterZen guide.

Placing a Burq Delivery Order

Step 1: Create a New Order

  • Go to the Order Entry screen.

  • Select a location that has Burq enabled.

  • Choose a customer and fill in order details.

  • Select Delivery as the order type to access Burq options.

Step 2: Use the Burq Button

  • Once "Delivery" is selected, click the blue Burq button.

  • If required fields are missing (address, callback number, subtotal, etc.), a prompt will appear.

Make Sure:

  • Order total is at least $150
  • Delivery time and date are set
  • A valid delivery address is entered

            

Step 3: Enter Delivery Details

  • Review pickup and drop-off addresses.

  • Add optional pickup instructions.

  • Choose delivery type:

    • ASAP – driver assigned immediately

    • Scheduled – based on serve date/time

      

Delivery Fee Behavior

  • If the delivery fee on the order is unchanged, Burq will display the normal delivery fee automatically.

  • If the delivery fee was manually updated on the order, Burq will label it as Delivery Fee on Order.

  • This makes it clear the charge is based on the order, not the default rules.
  • Once the Burq delivery is booked, the delivery fee cannot be edited.


Step 4: Choose a Delivery Provider

  • Burq will list available third-party delivery providers (DoorDash, Dlivrd, or DeliverThat).

  • Compare pricing and select your preferred provider. 

  • For more details, see Understanding Burq Fees & Financial Reports          

Driver Tips in Burq Deliveries

  • No tip on order yet? You’ll be prompted to add a tip in the Burq flow (percentage or flat).
  • Tip already set on the order? It will automatically carry into Burq and cannot be changed.
  • Once booked, tips display consistently across CaterZen, including:
    • Order tickets
    • Invoices
    • Delivery Schedule Report
    • Sales Journal
    • Sales Commission Report
    • Show Overview (Delivery Manager)
    • Exports

         

Step 5: Book and Finalize the Order

  • Click Book Delivery to schedule the delivery with Burq.
  • Click Create Order (New Order) or Save Changes to this Order (existing Order) in CaterZen to finalize it.
  • In the Burq Delivery Confirmation box choose Place order and book Delivery.
  • NOTE: The delivery is not officially scheduled with Burq until both steps are complete.

Managing Burq Deliveries in the Route Planner

Assign Existing Orders to Burq

  • Navigate to Delivery Manager > Route Planner.

  • Locate an existing delivery order.

  • Click the Burq icon to assign it to Burq.

  • Since the delivery order was already created, you can assign to Burq delivery upon clicking the button.

Visual Indicators

  • Blue highlight = Burq order

  • Red highlight = Cancelled delivery

  • "B" icon = Route includes a Burq delivery

  • NOTE: Burq deliveries are single-driver only and cannot be grouped with other deliveries on a route.

Tracking Deliveries in the Burq Dashboard

How to Access

  • Go to Delivery Manager.

  • Click Show Burq Dashboard.

Dashboard Features

  • Live status updates for each delivery

  • View assigned driver name & phone number

  • Pickup ETA and actual delivery time

  • Delivery cost breakdown:

    • Burq Delivery Fee

    • Driver Tip

    • Total charged to customer

Order Tracking

  • Car icon = view driver’s real-time location
  • Eye icon = order and delivery details

Troubleshooting Burq Delivery Issues

See Burq Notifications & Contact Preferences for information on managing communication preferences related to Burq deliveries, including email and SMS alerts and assigning the best contact person for driver communication.


If a Delivery is Late

  • Call the assigned driver using the phone number in the dashboard.
  • If unresolved, click Contact Support.
    • You’ll be directed to the third-party provider (e.g., DoorDash) or Burq Support depending on the issue.

If a Delivery Fails or is Cancelled

  • The order will appear in the dashboard under Cancelled status.

  • Click Rebook to reuse the same order details.

  • Adjust the delivery time/date if needed, then walk through the Burq setup again.

  • NOTE: You may see multiple entries for the same order if rebooked, but only one will be marked as Delivered.

         

Time Buffer for Late Arrivals

  • CaterZen automatically adjusts delivery time sent to Burq by 15 minutes earlier than serve time.

  • This helps offset typical late arrivals from third-party drivers.

  • The serve time displayed in CaterZen remains unchanged for transparency.

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Conclusion

By following these steps, you can place Burq deliveries with confidence, track them in real time, and resolve issues quickly.


If you need help, our CaterZen Support Team is just a message away.

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