Business Rules

General

• To scale this service chain-wide, the VCA is unable to accommodate special agreements that you have established with unique catering guests and will adhere to the guidelines outlined below for all orders.
• For these "VIP" catering guests, we recommend you consider providing another point of contact to maintain that special relationship.
• To ensure our VCA Team Members are placing orders accurately for each restaurant, our team members will be taking ControlPoint/DOP settings in the Catering Management Tool (CMT) into consideration when submitting orders.

Contacting Your Restaurant

• VCAs will occasionally need to contact your restaurant (customers wishing to place an order outside of lead times listed in the CMT, clients with missing order items, customers with general questions or store inquiries, etc.). Our process is to first call the restaurant's public facing phone number and send communication to the restaurant email. If we do not reach someone there, we will then contact the Catering Lead via phone and email as well.

Order Process

• We don't proactively mention that we're a centralized catering line, we do clarify it if a customer asks whether we're at the restaurant.
• Every VCA advisor will confirm the order details at the end of every call.
• These details include:
  • Restaurant Name & Address for Pickup (delivery address if applicable)
  • Items in the Order
  • Order Total

Delivery

• The VCA will reference your delivery lead time that is specified in your Digital Operations Portal (DOP). This lead time is reflected in the Catering Management Tool (CMT).
• The VCA will adhere to the delivery order minimum and radius limits within your DOP Settings.

Pickup

• The VCA will submit pickup orders with a lead time of 1 hour or more. If the order is less than 1 hour out, but less than $100 and does NOT include prep items (i.e. nuggets, minis, etc.) the VCA will submit the order as pay later at guest request.

• The VCA will always call your restaurant for approval if the order is less than 30 minutes out.

Promotions and Discounting Orders

• If a guest requests a discount on an order, the catering specialist will submit the order with a note "Guest requested discount."
• We always let the guest know that a discount is not guaranteed and would need to be applied at the restaurant upon pickup.
• If your restaurant is running a promotion, we will add a note in the special instructions if the guest mentions the promo.

Pay Later

• The VCA specialists will never proactively offer Pay Later as an option, but will instead inform the guest of the payment link process.
• If a guest specifically requests to pay upon pickup and the order is under $100 the VCA will submit the order. If the order is over $100, the VCA will call your restaurant to confirm the pay upon pickup request before submitting the order as Pay Later.
• Delivery orders can not be placed as Pay Later.

Tax-Exempt Orders

If a guest mentions they are tax-exempt, the catering specialists will do the following:

• Include notes in the Special Instructions field that this is a tax-exempt order.
• Advise the guest to email their tax exemption form to your restaurant's email address we have on file.
• Remind them to bring their tax-exempt form during time of pick-up.
• Inform them that their total via the payment link will include tax, but that upon approval at the restaurant, tax will be removed.

TMS Bag Requests

• The VCAs will notate the guest's request for warming bags in the special instructions of the order and advise the guests that the bags are provided based on the restaurant's availability.

Lead Times

• VCAs are aware of the lead times for Reheatable Nugget Trays, Chilled Grilled and Mac and Cheese and will communicate to guests accordingly.