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  • What do you need help with today?

    This form can:

    • Provide you with the steps to easily update your account yourself,
    • Direct you to the most helpful information on your desired topic, or
    • Route your request to the correct team while gathering all the necessary information to provide you with the quickest possible resolution.
  • Choose a category*

  • This form cannot accept new disputes about specific orders, cancellations, or compensation.
    Please head to the Completed orders tab within Partner Portal and submit your dispute from the individual order page.

     

  • For live order issues or customer complaints, please contact ezCater Support instead of using this form.

    • 1-800-488-1803
    • support@ezcater.com

     

    • Ownership Change 

    • Click here to complete our Ownership Change form!

      Once you have completed the form linked above, please allow up to 10 business days to process the transfer. 

      You will receive an email when it is complete.

      You DO NOT need to complete this Partner Portal form, you can close this tab!

       

    • Clicking "Save" will save your progress but will NOT submit this form.

  • Account & Setting Updates

  • What updates would you like to make today?*

  • Account updates should be requested by an authorized Decision Maker.

    Decision Makers (DM) are designated contacts who have permission to make changes to the account, such as an owner or manager.
    If you are not a DM, we will contact a Decision Maker to confirm before any changes are made.

  •  Daily Order Capacity

    Good news! This is something you can do directly in the Partner Portal.
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Auto Acceptance

    Good news! This is something you can do directly in the Partner Portal.
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Modification and Cancellation Settings

    Good news! This is something you can do directly in the Partner Portal.
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  •  Lead Time

    Good news! This is something you can do directly in the Partner Portal.
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Temporary and Holiday Closures

    Good news! This is something you can do directly in the Partner Portal.
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Below are questions that will provide us with all the information necessary to complete your update.

    • Address Update 
    • What type of kitchen is this?*
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    • Do you need to update any Tax ID or Payment information (i.e. your registered business information)?*

    • Please complete the ACH Update fields on the next page, otherwise changes to your Tax ID and/or Payment Information will not be made.

    • Delivery Settings Update 

    • Unsure if you'd like to self-delivery or utilize Dispatch? 

      • Click here to learn more about Dispatch.
      • Click here to learn more about self-delivery settings.
    • What changes should we make?*

    • Did you know…tiered delivery structures perform best on our site!

      With a tiered delivery structure, your delivery minimums and fees can increase gradually with distance. The lower your fees and minimums, the more exposure you will have to customers searching within those parameters. 

       

      Here is an example of a tiered delivery structure that has been successful:

       

      Delivery Fee Delivery Minimum Delivery Distance
      Free $50 0-5 Miles
      $10 $100 5-10 Miles
      $15 $150 10-15 Miles
      $20 $200 15-20 Miles

       

    • To create a custom delivery map:

      • Go to https://www.google.com/maps/d/u/0/
      • Click "Create A New Map"
      • Draw your map using your mouse or print & draw on a physical map
      • Enter a link, screenshot, or photo into this form
        • If you're sharing a link with us, please be sure your map is set to "Anyone with this link can view"
      • Provide the fee and minimum order amount for the area(s) outlined on your map
    • How would you like to provide your map?*
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    • If you want to update only one of the items above, enter "no change" in the other boxes.

    • Add another tier?*
    • Add another tier?*
    • Add another tier?*
    • Add another tier?*

    • Dispatch Configuration

      Good news! This is something you can do directly in the Partner Portal.
      Here's where to go and a resource to walk you through it.

      Button that reads Partner PortalButton that reads Help Center
    • Hours Update 
    • I need to...*
    • Do you use Automatic Dispatch?*

    • Hours of Operation

      Good news! This is something you can do directly in the Partner Portal.
      Here's where to go and a resource to walk you through it.

      Button that reads Partner PortalButton that reads Help Center
    • Earliest Dispatch Pickup Time 
    • Monday*
    • Tuesday*
    • Wednesday*
    • Thursday*
    • Friday*
    • Saturday*
    • Sunday*
    • Hours of Operation 
    • Monday*
      Until
    • Tuesday*
      Until
    • Wednesday*
      Until
    • Thursday*
      Until
    • Friday*
      Until
    • Saturday*
      Until
    • Sunday*
      Until
    • Remove or Close Account 
    • Would you like us to cancel any upcoming orders (if applicable)?*
    • Is the payment info we have on file okay for any pending order payments?*
    • Menu & Photo Updates 

    • Menu & Photo Updates

      Good news! This is something you can request directly in the Partner Portal.
      Here's where to go and a resource to walk you through it.

      Button that reads Partner PortalButton that reads Help Center
    • Meal Program Updates 

    • Reach out to the Meal Program team via email at mealprogram@ezcater.com

    • Photo Updates 
    • Contact Updates 
    • What kind of Contact Update do you need to make?*

    • Add, Remove, or Update Contacts

      Good news! This is something you can do directly in the Partner Portal.
      Here's where to go and a resource to walk you through it.

      Button that reads Partner PortalButton that reads Help Center
    • Format: (000) 000-0000.

    • Once this form is submitted, we will contact the Decision Maker directly to confirm the addition of a new Financial Contact. This process is in place to ensure the security of the account.

    • Once this form is submitted, we will contact a current Decision Maker directly to confirm the addition of a new Decision Maker. This process is in place to ensure the security of the account.

    • For bulk contact updates, please upload a spreadsheet with the following information for each contact:

       Name Title Email Phone Partner Portal Account?  Location(s) Decision Maker?
       Jane Doe   Manager   jane@cafe.com   555-5555   Yes

       Store 123 
       Store 456 

      		  Yes 
       John Smith   Shift Lead   john@cafe.com    555-5554    No  Store 123   No 

       

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    • Affected Locations 
    • Will your request affect multiple locations?*
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    • Clicking "Save" will save your progress but will NOT submit this form.

  • Marketing Tools, Promotions, & Visibility

  • Marketing programs are set up and managed by restaurant partners in their Partner Portal. Whenever you can self-service, we'll point you to the right place to go for action. Please complete this form only if you've been to the Partner Portal and still need help, received an error, or can't access a page. Learn more about upcoming webinars and learnings at ezcater.com/community. 

  • Which tool or topic can we help with?*
  • What best describes what you need?*

  • Preferred Partner Program

    Good news! This is something you can do directly in the Partner Portal.
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Rewards

    Good news! This is something you can do directly in the Partner Portal.
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Sponsored Listings

    Good news! This is something you can do directly in the Partner Portal. 
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Marketplace Promotions

    Good news! This is something you can do directly in the Partner Portal.
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Online Ordering Promotions

    Good news! This is something you can do directly in the Partner Portal.
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Reliability Rockstar

    You can check your status in Partner Portal! 
    Here's where to go and a resource to walk you through it.

    Button that reads Partner PortalButton that reads Help Center

  • Marketplace Visibility & Getting More Orders

    Click the button below to visit our Help Center!
    The article will provide you with everything you need to maximize your visibility and get more orders.

    Button that reads Help Center
  • Did the provided resources answer your question?*
    • Something isn't working 
    • What are you seeing?*
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    • Availability/Eligibility 

    • Preferred Partner Program

      Requires a 4+ star rating, and in some markets it has been fully replaced by Sponsored Listings, so it may not appear for your location.

      Using the buttons below, check availability on your account in Partner Portal or learn more in our Help Center.

      Button that reads Partner PortalButton that reads Help Center

    • Rewards

      Available to all partners, but it does not apply to Online Ordering orders.

      Using the buttons below, set yours in Partner Portal or learn more in our Help Center.

      Button that reads Partner PortalButton that reads Help Center

    • Sponsored Listings

      Available in Arizona, Colorado, District of Columbia, Illinois, Iowa, Kansas, Maryland, Minnesota, Missouri, Nebraska, New Mexico, Oklahoma, Texas, Virginia, West Virginia, and Wisconsin.

      Using the buttons below, learn to set up ads in Partner Portal or in our Help Center.

      Button that reads Partner PortalButton that reads Help Center

    • Reliability Rockstar

      An earned marketing program.

      Using the buttons below, view your current status in Partner Portal and learn more about how to achieve it in the Help Center.

      Button that reads Partner PortalButton that reads Help Center

    • Online Ordering Promotions

      Online Ordering Promos require an active Online Ordering link on your account.

      Using the buttons below, set up your promos in Partner Portal and learn more about how to achieve it in the Help Center.

      Button that reads Partner PortalButton that reads Help Center
    • Did the provided resources answer your question?*
    • Performance/Results 
    • What have you already tried?*

    • Have you reviewed our optimization guide?

      Click the button below to review the optimization guide before submitting this form.

      Button that reads
    • Sponsored Listing Results 

    • Looking for a specific campaign performance?

      Click the button below to review a resource on this topic before continuing.

      Button that reads Help Center

    • We understand you still need help reviewing your campaign performance.

      You can book a one time 20 minute call with our Ads Support team to review.

      Button that reads Book Now.
    • Additional Details 
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    • Clicking "Save" will save your progress but will NOT submit this form.

  • Operational Metrics & At-Risk or Paused Status

  • Which of the situations below best describes your inquiry?*
    • At Risk Status 
    • An example screenshot of a warning banner that reads "Store located at [your store's address] is at risk of being paused on the ezCater marketplace. This store is close to falling below our reliability standards for Timeliness. If paused, it'll be unable to receive new marketplace orders. Have questions? Contact our Partner Operations Team: restaurantoperations@ezcater.com"
    • Where did you see that your store is At Risk?*

    • When a location reaches an At Risk threshold:

      • You receive an email about the issue
      • A warning banner appears in the Partner Portal
      • Your store remains live on the Marketplace, but you are strongly encouraged to fix the problem before it worsens

      At this stage you should:

      • Review your Operational Metrics in the Partner Portal
      • Identify the metric causing the warning such as rejections, cancellations, or on‑time delivery
      • Click into the metric on your Operational Metrics dashboard to identify the specific order(s) contributing to your At-Risk status
      • Adjust settings such as lead times, capacity limits, closures, and delivery parameters

      Click here to visit our Restaurant Partner Help Center and learn more.

    • Which metric is causing your At-Risk status?*

    • Please review your Operational Metrics dashboard in the Partner Portal to identify the relevant metric(s) before proceeding.

    • Are you aware of which order or orders are contributing to your At-Risk status?*

    • Please review this Help Center resource to learn how to identify which orders are contributing to your At-Risk status before proceeding.

      The resource linked above should answer most of your questions!

       

    • Are you trying to dispute an order related to this At-Risk status?*

    • Order disputes MUST be submitted through Partner Portal so we can see all of the details.

      Please go to your Orders page in Partner Portal and use the dispute option there.

      Please note that stores cannot be unpaused until disputes are resolved.

      New disputes submitted through this form are not considered valid.

       

    • I have reviewed the information above, including my Operational Metrics page and which orders are contributing, and still have questions about my At-Risk status.*
    • Paused Status 
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    • Is your store currently paused on ezCater?*

    • If performance falls and hits a pause threshold:

      • Your store may be paused from receiving new orders
      • You will see clear messaging in the Partner Portal explaining:
        • Which metric caused the pause
        • What training or next steps are required to be considered for reactivation

      Thresholds that can lead to a pause

      • Rejection rate
      • Cancellation rate
      • On‑time delivery for self‑delivered orders (and takeout orders)
      • Ready for Dispatch for Dispatch orders

      Thresholds are based on order volume in the last 90 days. There are different rules for

      • Stores with 6 or less in 90 days
      • Stores with 7 or more orders in 90 days

      Click here to visit our Restaurant Partner Help Center and learn more.

    • Which of these best describes your situation?*

    • Progressive steps for pauses:

      • First Pause
        • Completion of a training course associated with your pause is required to resume activity on the Marketplace
      • Second Pause
        • You will need to meet with our Restaurant Partner Operations Team to review your account and methods for preventing further pauses
      • Third Pause
        • A third pause within a calendar year is cause for removal from the ezCater platform
        • Partners on a third pause due to on-time performance may transition to automatic Dispatch to remain active on the platform.
                      

      Click here to visit our Restaurant Partner Help Center and learn more.

    • New disputes about orders must be submitted through Partner Portal so we can see all of the details. Please go to your Orders page in Partner Portal and use the dispute option there. Please note that stores cannot be unpaused until disputes are resolved.

      New disputes submitted through this form will not be considered valid.

       

    • If you know, what is the reason for this pause?*
    • What pause number is this for this reason?*

    • To become unpaused, please head to our Partner Learning Lab and complete the course associated with your pause.

    • Have you completed the course?*

    • Schedule a meeting with our Restaurant Partner Operations Team

      We'll review your account and methods for preventing further pauses. 

      Please schedule your meeting using the button below, then return to this form and finish your submission.

      Button that reads Book Now.
    • *
    • Metrics 
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    • Click here to visit our Restaurant Partner Help Center and learn more.

    • About Your Metrics 

    • Operational Metrics are the metrics used to evaluate each location's performance on ezCater orders, calculated on a rolling 90‑day basis. These metrics give you a current view of how reliably you’re serving ezCater customers and how you compare to ezCater standards.

       

      Click here to visit our Restaurant Partner Help Center and learn more about the metrics used to evaluate performance, best practices for each metric, and orders impacting your scores.

    • Second Pause Meeting 
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    • Is the banner above visible in your Partner Portal account?*

    • Please note that if you schedule a meeting and your location is not on a Second Pause, the meeting will be cancelled.

    • If you know, what is the reason for this pause?*

    • Schedule a meeting with our Restaurant Partner Operations Team

      We'll review your account and methods for preventing further pauses. 

      Please schedule your meeting using the button below, then return to this form and finish your submission.

      Please note that if you schedule a meeting and your location is not on a Second Pause, the meeting will be cancelled.

      Button that reads Book Now.
    • *
    • Clicking "Save" will save your progress but will NOT submit this form.

  • Following Up on a Previous Ticket or Dispute Decision

  • Please note our current turnaround time is 3-5 business days. If it is still within this timeframe, please wait to reach out until this timeframe has passed. Multiple requests do not result in issues being resolved faster as our tickets are handled in the order they are received.

  • I have read the above and...*
  • What kind of request are you following up on?*

  • Please follow up with the Menus team by responding to your existing email thread, or email menus@ezcater.com.

  • Please follow up with the Meal Program team by responding to your existing email thread, or email mealprogram@ezcater.com.

  • Please follow up with the Dispatch team by responding to your existing email thread, or email delivery@ezcater.com.

  • Please follow up with the Customer Support team by responding to your existing email thread, calling support, chatting, or emailing support@ezcater.com.

    • Following Up on a Dispute 
    • Date you originally submitted your dispute or request*
       - -
      2 digit month, 2 digit day, 4 digit year
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    • Following Up About Operational Accountability 
    • Date you originally submitted your metrics or pause request*
       - -
      2 digit month, 2 digit day, 4 digit year
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    • Following Up About a Partner Success Request 
    • Date you originally submitted your Partner Success request*
       - -
      2 digit month, 2 digit day, 4 digit year
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    • Following Up About Something Else 
    • Date you originally contacted us about this*
       - -
      2 digit month, 2 digit day, 4 digit year
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    • Clicking "Save" will save your progress but will NOT submit this form.

  • Payment Inquiry or Financial Settings

  • Type of Payment Inquiry*
    • Missing Payment 
    • Have you checked your bank statement for payments labeled "Payoneer"?*

    • Please check your bank statement to ensure the payment hasn’t been issued.

    • Did you recently submit an ACH Update form?*
    • Please check both accounts for the payment*

    • Great! If you submitted the form after Monday, your next payment will be deposited into the new account.

    • Payment Date*
       - -
      2 digit month, 2 digit day, 4 digit year
    • Incorrect Payment Amount 
    • Payment Date*
       - -
      2 digit month, 2 digit day, 4 digit year
    • Payment Status Request 
    • Was the payment in question missing or reissued?*

    • Please visit the Financials tab in Partner Portal.

    • Payment Date*
       - -
      2 digit month, 2 digit day, 4 digit year
    • ACH Update 

    • You indicated that you needed to update your Tax ID and/or Payment Information along with your address update.

      Please complete the following ACH Update fields on the next page, otherwise changes to your Tax ID and/or Payment Information will not be made.

      If you DO NOT need to update this information, please go back to the Address Update section and select "No" regarding updating your Tax ID and/or Payment Information.

    • IMPORTANT! This form must be submitted by the Financial Contact on your ezCater account and the contact details provided must match the Financial Contact's information on file with ezCater.

      Otherwise, the ACH update will NOT be processed.

    • Are you the Financial Contact on this account?*
    • Enter your email address on file with ezCater

    • Checking Account Information

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    • The above account is a...*

    • ACCOUNT NUMBER DOES NOT MATCH

    • Tax Information

    • By submitting this form, I authorize ezCater, Inc. to initiate automatic deposits to my account. Further, I agree not to hold ezCater, Inc. responsible for any delay or loss of funds due to incorrect or incomplete information supplied me or by my financial institution, or due to an error on the part of my financial institution in depositing funds to my account. This agreement will remain in effect until ezCater, Inc. receives a notice of cancellation from me or my financial institution, or until I submit a new direct deposit agreement.

    • Other Payment Inquiry 
    • Payment Date*
       - -
      2 digit month, 2 digit day, 4 digit year
    • Payment Breakdown 

    • Payment Breakdown

      Click the button below to visit our Help Center!
      The article will provide you with everything you need to know about ezCater payments and how they're calculated.

      Button that reads Help Center
    • Clicking "Save" will save your progress but will NOT submit this form.

  • Technical Issues

  • What are you having issues with?*
  • How urgent is this issue?*
  • Who is this issue affecting?*
  • When did this issue start?*

  • Let's Troubleshoot

  • What have you already tried?*
    • Partner Portal Sign In Issues 
    • How are you attempting to sign in?*
    • What happens when you attempt to sign in?*
    • Is this related to a sign‑in code or Multi‑Factor Authentication (MFA)?*
    • Notification Issues 
    • What contact method should be receiving the notifications?*
    • Format: (000) 000-0000.
    • Which messages are you not receiving?*
    • Have you received any ezCater communications to this address/number in the last 30 days?*
    • Have you already checked your spam/junk folder or any email filters?*
    • Order Issues in Partner Portal 
    • Is this about specific order(s)?*
    • Order Number(s)
    • What are you trying to do with the order(s) and what goes wrong?*
    • Delivery Tracking Issues 
    • What part of Delivery Tracking are you having trouble with?*
    • Affected Order Number(s)*
    • Who was using the app or tracking link when the issue happened?*
    • What kind of device were you/they using?*
    • What happened when you tried to use delivery tracking?*
    • Was the order delivered on time even though tracking had issues?*
    • Search Issues 
    • What seems to be wrong with how your restaurant appears?*
    • Where are you or your customer seeing this issue?*
    • Partner Portal Tab Issues 
    • Which part of Partner Portal is giving you trouble?*
    • What are you trying to do, and what happens instead?*
    • Other Technical Issues 
    • Tech Issues Continued 
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  • Dispute a Customer Rating/Review

  • Customer reviews provide valuable insight into the customer experience, helping you identify what you're doing well and areas of improvement. Reviews may highlight specific issues such as late deliveries or missing items, which you can then address to enhance your reliability. Overall, customer reviews are essential for maintaining high service standards, improving customer satisfaction, and fostering a trustworthy marketplace.

    If you feel an order review is mistaken or incorrect, please fill out this form with as much detail as you can. A member of our Restaurant Operations Team will review the order and all supporting documentation. They will then determine if the review will be removed or allowed to stand. You can expect a turnaround time of 3-5 business days for this review.

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  • Help Us Find Your Account

  • You're almost there!

    Enter your contact information so we know who this request is coming from, then you can submit this form and a member of our team will reach out to you.

  • Format: (000) 000-0000.
  • Confirm Your Phone Number*

  • We’ll review your request and respond by email, usually within 2 business days, depending on the type of request.

  • Clicking "Save" will save your progress but will NOT submit this form.
  • Should be Empty: