Delivery Statuses & Provider Info


What do the different Burq delivery statuses mean?

  • Burq provides real-time status updates for each stage of your delivery, from the first request, to in-transit steps (driver_assigned, enroute_pickup, etc.), then final statuses like delivered or cancelled. 


Initial Statuses:

  • Request: Delivery created, not initiated.
  • Delivery created: ASAP deliveries initiated.
  • Scheduled: Scheduled deliveries initiated.


NOTE:  You can manually cancel a Burq delivery in CaterZen during these statuses.  Once the delivery process enters the stages below, you'll need to reach out to Burq support to cancel a delivery.


In-Transit Statuses:

  • Driver assigned, Enroute pickup, Arrived at pickup, Pickup complete, Enroute dropoff, Arrived at dropoff, Dropoff complete
  • You may also see Driver not assigned if a driver is being reassigned.

Fulfilled Status:

  • Delivered: Delivery completed.

Canceled Statuses:

  • Provider Canceled, Customer canceled, Burq canceled

Failed Status:

  • Failed: Delivery not sent to provider (e.g., payment declined or capacity issue). Payment is refunded.


See: Placing & Managing Burq Deliveries in CaterZen


Who are the third-party delivery providers, and how do they compare?


Provider

Minimum Lead Time

Driver Assignment

Cancellations

Setup at Dropoff

DeliverThat Catering

1.5 hours

72–3 hours prior

Up to assignment time

Full setup; per instructions

DoorDash Large Orders

30 minutes

1 hour–30 min prior

Will not cancel

Full setup; per instructions

Dlivrd Catering

2 hours

1pm day prior - 2 hours prior

Up to assignment time

Basic setup only


Do I need separate accounts with each provider? 

No, you only need an account with Burq (created and connected through CaterZen).


Are all deliveries accepted?

Only available providers will appear in Burq, who are willing and able to accept a delivery.


Will drivers have hot bags?

Yes, all delivery providers will be prepared with hot bags, if needed.


How reliable are providers? 

99% fulfillment; DoorDash rarely cancels, others may reroute/cancel if not possible.


Is on-time delivery guaranteed?

No, but CaterZen sends Burq a delivery time 15 minutes earlier to help with punctuality.


What if the driver is late or not assigned in time?

DeliverThat/Dlivrd may cancel if a driver isn’t found; DoorDash almost always delivers (even if late).


Will the driver return for missed items?

Usually, if it was their error, but not guaranteed.


Will the driver take a photo at dropoff if requested?

Usually - put it in instructions and remind at pickup.


Does the driver receive a copy of the catering ticket?

No, just delivery details and instructions.

Placing, Editing, & Managing Orders


How close to the event can I book a Burq delivery?

Lead times vary: DoorDash as little as 30 min, DeliverThat 1.5 hours, Dlivrd 2 hours.


When will a driver be assigned?

  • DoorDash: 30–60 min before dropoff.
  • DeliverThat: Up to 3 days in advance to 1.5 hours before delivery.
  • Dlivrd: 1pm day prior to 2 hours before delivery.


Can I edit my order after booking a Burq delivery?

  • Menu/quantity/pricing: Yes, but changes won’t update the driver/provider.

  • Date/time/location: No - cancel & rebook with new details.

  • Delivery fee/tip: No - cancel & rebook.

  • Pickup/dropoff instructions: Not through CaterZen; call driver or contact Burq.


How far can a Burq delivery go?

CaterZen caps Burq deliveries at 14 miles. Need longer? Email support@caterzen.com.


Does Pickup ETA update for traffic?

Yes, the Pickup ETA updates in real time as event approaches.  It becomes more accurate closer to the event time.

Support & Troubleshooting


Who do I contact for support?

  • Order late? Call assigned driver (see Burq dashboard for driver's number).
  • Issue after delivery? Contact third-party provider.
  • All other questions? Chat with Burq (via your Burq account).
  • Failed delivery? Contact Burq.


Where can I find my Burq Order ID?

It appears in the CaterZen/Burq dashboard, order details, and in any notification emails.

Cancellations


How can I cancel a Burq delivery?

  • Before driver assigned: Cancel in CaterZen (Burq Dashboard, Delivery Manager, or Order Entry).
  • After driver assigned: Contact Burq support; there may be a fee.
  • Provider cancellations: DeliverThat/Dlivrd may cancel up to 2–3 hours before; DoorDash rarely cancels.

Refunds


How do refunds work with Burq deliveries?

  • Missing/damaged items: Burq refunds these.
  • Driver unreasonably late: Case-by-case.
  • How to request: Log in to Burq Dashboard and use live chat (have your Order ID).


See Burq's full refund policy.

Billing & Location Management


When and how will I be billed for Burq deliveries?

  • Charged daily to your default payment method for that day’s deliveries.
  • Invoices go to your billing email and are available in Burq.


Are there any hidden fees?

No - all platform and transaction fees are bundled in the Burq Delivery Fee you see when booking.


How do I stop billing for a location?

Email support@caterzen.com to disable billing for a location.


Can I use Burq for only some locations?

Yes - choose which locations are enabled each month.


Does disconnecting a location stop billing?

No. You must have CaterZen Support disable billing for a location.


Can I enable or disable “auto-enroll” for new locations myself?

Yes - toggle the checkbox at the bottom of your Burq settings page.


Can I reconnect a Burq location that I previously disconnected?

Yes, if the location’s Burq account was originally created via CaterZen. Accounts created outside CaterZen can’t be reconnected.


See: Connecting Burq to CaterZen


Notifications


What notifications does Burq send?

Burq sends key notifications to your billing email, including:

  • Order Value Refund
  • Card on File Expired
  • Payment Failed
  • Payment Receipt


Tip: You can update your billing email or notification preferences in your Burq Dashboard.


For setup and delivery/cancellation alerts within CaterZen, see Burq Notifications & Contact Preferences.