Delivery dispatch that covers the whole order.
Orders taken by phone, placed with the restaurant, drivers dispatched and tracked, and customers warned before a late delivery becomes a refund.
Ring the number and place an order as if you were a customer. That is the test.
You need a full desk for three hours and almost none for the rest.
Hiring for the peak means paying for the trough. Not hiring for it means dropped calls exactly when order value is highest.
That is before the second wave — the where-is-my-order calls, the cold food complaints, the restaurant swearing they never received the ticket. Each one takes an agent off the phones for several minutes during the exact window when new orders are coming in.
A desk that flexes solves both.
Order to doorstep, including the awkward middle.
Phone orders
Orders taken accurately and entered into your platform, including the ones customers would rather not place through an app.
Placed and confirmed
Sent to the restaurant and confirmed received, so a missed ticket is caught in minutes rather than at the doorstep.
Driver dispatch
Jobs assigned, acceptance chased, and reallocated when a driver drops off without warning.
Live tracking
Deliveries watched in real time so a slipping ETA is spotted while there is still time to act.
Proactive late notices
The customer hears from us before they ring you. That single habit removes most refund requests.
Restaurant mediation
Missing items, stock-outs and pickups that are not ready, resolved directly with the kitchen.
Refunds are cheaper to prevent than to process.
Most delivery losses are not lost orders. They are completed orders that ended badly.
A surprised one asks for money back and leaves a review. The difference is a phone call at the right moment.
Restaurants choose delivery partners on reliability. Complaint handling is what protects that.
Chasing kitchens and calming customers is desk work. Doing it from a vehicle costs you deliveries.
Why delivery operators outsource the desk before anything else
Local delivery companies sit between two parties who both blame them when something goes wrong. The restaurant says the order never arrived on their system. The customer says the food is cold. The driver is in traffic and cannot answer either of them. Somebody has to hold those three threads together, and that somebody is almost always the owner or a very stretched dispatcher.
The load is also badly shaped. Demand arrives in a narrow evening window, with a smaller lunch peak, and is near zero for long stretches in between. Hiring against that pattern is genuinely difficult: part-time staff for three-hour shifts are hard to retain, and full-time staff spend half the day idle.
The calls that cost the most
- Where is my order. The single highest-volume call type in delivery, and the one most likely to end in a refund if it is answered badly or not at all.
- Missing or wrong items. Resolution needs a conversation with the restaurant, not a note.
- Driver exceptions. A driver who cannot find an address, or a pickup that is not ready, blocks every subsequent delivery on that run.
What changes with a dedicated desk
The most valuable habit an outsourced team brings is proactivity. When tracking shows a delivery slipping past its promised time, the customer gets a call before they think to make one. That single change removes a large share of refund requests and negative reviews, because the complaint most customers actually have is not lateness — it is not being told.
Markets and hours
We cover operators in the United States, United Kingdom, Canada, Australia and New Zealand. The evening peak in North America and the UK falls within our working day, which means your busiest hours are staffed by a full team rather than by whoever is left at the end of a shift.
Delivery dispatch, answered.
What does your delivery dispatch service cover?
The whole order lifecycle: taking orders by phone, placing them with the restaurant and confirming the kitchen has them, dispatching and tracking drivers, warning customers proactively when a delivery runs late, and mediating between restaurant and customer when something goes wrong.
It is more than order taking. The calls that damage a delivery business are the ones after the order, not during it.
Which delivery platforms do you work in?
We work inside the system you already run, including Shipday, Skipcart, DeliverLogic and Data Dreamers, as well as custom and in-house platforms.
You give us access the same way you would a new dispatcher. Your restaurants and drivers see no change.
Can you cover only the dinner rush?
Yes, and it is the most common arrangement. Delivery demand is concentrated into roughly three hours a day, which is awkward to hire for: staffing the peak means paying through the trough.
An outsourced desk flexes to your peak and costs a flat monthly rate rather than a payroll line.
How do you handle where-is-my-order calls?
Two ways. Reactively, by answering them with live tracking open so the customer gets a real answer rather than a promise to check.
More importantly, proactively: when tracking shows a delivery slipping, we contact the customer before they contact you. A warned customer rarely asks for a refund; a surprised one usually does.
Do you speak to the restaurants as well?
Yes. A large share of delivery problems are really coordination problems — an order the kitchen never saw, an item out of stock, a pickup that is not ready when the driver arrives.
We chase those directly with the restaurant so your drivers are not left waiting and your customer is not left guessing.
Where is your team based?
Lahore, Pakistan. We are a division of Grasp Solutions (Pvt) Ltd. Our timezone covers the evening peak for US and UK operators from a normal working day.
Call +1 888 613 3313 and place an order as if you were a customer before deciding anything.
Tell us what your peak looks like.
We will price cover for those hours and show you how the first week would run. No lock-in, thirty days’ notice.
Prefer to just ring? +1 888 613 3313