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How to handle restaurant delays
Notify support from the active delivery screen if the restaurant is not ready. Do not leave without the order.
Step-by-step
1
If the restaurant says the order is not ready, let them know you'll wait up to 10 minutes.
2
After 10 minutes with no resolution, tap "Report Delay" from the active delivery screen.
3
Catera support will coordinate with the restaurant and advise on next steps.
4
Do not leave without the order unless instructed by support.
5
Document any significant delay using the note field in the app.
6
Your on-time score is protected when a verified delay is reported.
