FAQ

To make your Pho Tru experience the best experience possible, we’ve made a list of Frequently Asked Questions to help you when you’re at the restaurant.  Please contact us if you any comments, suggestions or concerns.  We’d love to hear from you.

Who is Pho Tru?

We are a locally owned restaurant that buys Canadian products first.  We pride ourselves  of providing the best and healthiest food at an affordable price.

Do you take large to-go orders?

Yes. We can take to-go orders as large as $150 without any prior notice. To place a large to-go order, call our restaurant during regular business hours and we should be able to coordinate your order with the kitchen to be picked up in about 15-30 minutes.  Unfortunately, due to the high volume of our orders, we are unable to accommodate any special pick up times.  If you need a special pick up time, please call 15-30 minutes before you intend to pick up. Please keep in mind that all orders over $75 are subject to a 15% service fee.

Do you take reservations?

No. We are a first-come, first serve, walk-in restaurant for complete parties only. Our space is very limited and fills up fast.

Is Pho Tru a full service restaurant?

No.  We are a counter-service restaurant where all of our customers order at the counter first prior to seating.  Self seated and served on a first-order, first-served basis.

The origin of Pho?

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Do we offer gluten free or vegan options?

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HOW IT WORKS

  • How do customers access DoorDash Online Ordering from my website?
  • How will I update my menus and available hours for Storefront?
  • Can I have different menu prices / items than my Marketplace menu?
  • Can I pause Storefront if I get too busy?
  • Can you send orders directly to my POS?
  • Do you support mobile apps / promos / loyalty?
  • Can I try out Storefront at specific locations?
  • Can I limit Storefront to only pickup/only delivery orders?
  • How do I receive an order?
  • How do orders get fulfilled?
  • Can I use my own drivers?
  • How do I update my website logo?
  • How do I integrate my store links onto my website?
  • Can you build websites for merchants?

PRICING

  • What fees does the customer pay for orders placed via DoorDash Storefront?
  • How and when will I get paid for my DoorDash Storefront orders?
  • What does DoorDash Storefront cost me?

REPORTING

  • Where can I access reporting on DoorDash Storefront performance?
  • How do I access my customer data?

FINANCIAL

    • How do and when do I get paid?
    • How do you charge me?
    • Who is responsible for refunds?

SUPPORT

  • How does support work?
    • Pickup support?
    • Delivery support?
  • If I have issues with order refunds, who do I contact?

CONTACT US

  • I need help with processing a refund.
  • I have more questions not answered here.

HOW IT WORKS

How do customers access Storefront from my website?

Customers can access your online ordering page via a button on your website. Upon completing
set up, we will provide you with your restaurant’s unique link, which you can add to a button
labeled “Order Pickup / Delivery” or “Order Online” on your website. Once a customer clicks on
that button, they will be sent to your branded Storefront, powered by DoorDash.

How will I update my menus and available hours for Storefront?

DoorDash Storefront uses the same menus and hours that you have available on DoorDash
Marketplace (your listing on our app/website). You can use the DoorDash Merchant Portal to
make updates to your menus and hours. Any changes you make will apply to both Marketplace
and Storefront. To make Marketplace edits, navigate to Menus on the left-hand menu bar and
click on the menu you need to edit. More information is available here .
Can I have different menu prices / items than my Marketplace menu?
Yes, we can help you create a separate menu for Storefront - please send an email to
storefronthelp@doordash.com to request this with the subject line that starts with [SEPARATE
MENU].

Can I pause my Storefront if I get too busy?

Yes. Whenever you temporarily deactivate a store on your tablet or in the Merchant Portal, both
Storefront and Marketplace (your listing on our app/website) will be paused. You cannot
temporarily deactivate just Storefront or just Marketplace.

Can you send orders directly to my POS?

You can have DoorDash orders sent to your POS either through direct POS integrations (SICOM,
Novadine, Shift4, Xoikos, Eatsa, Redcat, Aloha, Square, Toast, Adora, Xenial and a few others) or
several middleware providers (e.g. Olo Rails, ItsACheckmate, Chowly, Ordermark, Omnivore,
Otter, and others).

We’ve also partnered with ItsaCheckmate to offer Storefront customers steeply discounted rates
for new POS integrations. To learn more, please please send an email to
storefronthelp@doordash.com to request this with the subject line that starts with [POS
INTEGRATION].

Keep in mind that there are limitations with POS integrations (for example, you can only see
future scheduled orders and look up a Dasher’s live location on the tablet), so we recommend
keeping your tablet nearby even if orders are being sent directly to your POS.

Do you support mobile apps / promos / loyalty?

We are able to work with mobile apps via a web browser that opens inside a native app. You
cannot currently offer promo codes through Storefront, but you’ll be able to do so later this year.
Your customers cannot currently earn / use loyalty points with Storefront, but we plan to offer this
in the future.

Can I try out Storefront at specific locations?

At this time, Storefront is only available for locations that also are on Marketplace (your listing on
the DoorDash app/website) . We can, however, exclude locations that are on Marketplace. We will
notify you when it is possible to offer locations just on Storefront.
Can I limit Storefront to only pickup / only delivery orders?

Any ordering methods available on DoorDash Marketplace (your listing on our app/website) will
also be available on Storefront. If you offer both pickup and delivery on Marketplace, you will also
be live for both pickup and delivery with Storefront.

How do I receive an order?

You will receive DoorDash Storefront orders the same way you currently do for Marketplace (your
listing on our app/website). We also offer direct integration with select point-of-sale providers.

How do orders get fulfilled?

You fulfill orders just as you do for those that come in from DoorDash Marketplace (your listing on
our app/website). Pickup orders will be retrieved directly by customers, and delivery orders will
be fulfilled by DoorDash’s Dasher fleet. Keep in mind that customers will be picking up orders
directly from your restaurant and will not reference DoorDash.

Can I use my own drivers?

We do not currently offer the ability for merchants to use their own drivers.

How do I update my website logo?

Please contact an onboarding representative through this form with the latest logo you prefer for
your Storefront.

How do I put my Storefront link on my website?

You can integrate your Storefront link onto your website using your website builder. If you need
help with the implementation of the links, you can reach out to our onboarding experts for help
via this form .

Can you build websites for merchants?

We are not currently building entire websites for merchants.

PRICING

What fees does the customer pay for orders placed via DoorDash Storefront?

Customers pay no fees on pickup orders. For delivery orders, customers pay a $2.99 delivery fee
(CAD $3.99 in Canada) plus 10% service fee on their order subtotal. If orders have a subtotal less
than $10, a small order fee of $2 applies.

How and when will I get paid for my DoorDash Storefront orders?

You will receive payments on the same schedule that is set up for DoorDash Marketplace (your
listing on our app/website) orders.

What does DoorDash Storefront cost me?

DoorDash Storefront is always commission-free, and you can cancel at any time. Pricing details
can be found in your Merchant Portal. Merchants with five or fewer locations have the setup fee,
monthly subscription fee, and delivery fee waived through March 31, 2021.

REPORTING/FINANCIAL

Where can I access reporting on my DoorDash Storefront performance?

Your sales and order-level reporting is available in your DoorDash Merchant Portal. Currently,
your Storefront sales are not separated from your Marketplace sales.

How do I access my customer data?

Customer data will be provided upon request. Please reach out to your account owner to receive
a customer data report by using our form here .

How am I charged for Storefront?

Your monthly fees will be withheld, just as it is with Marketplace (your listing on our app/website).
You will be charged any monthly subscription fees on the first of each month (prorated fees apply
from the date of your first order if you launch Storefront mid-month), and per-order fees will be
deducted from each order total.

Who is responsible for refunds?

  • Pickup: Refunds can be handled directly by the in-store staff. They can refund the
    customer to their credit card by emailing onlineorderingrefund@doordash.com with the
    customer’s name, order date, order ID and total refunded amount.
  • Delivery: All delivery support will be handed by DoorDash through September 2020;
    afterward, this will eventually be transitioned to your responsibility.

SUPPORT

How does support work?

Pickup support will be handled by you, the merchant. It will be easier for your staff to manage
refunds and missing item requests in-person with the customer. Delivery support is handled by
DoorDash, which is a complimentary service for all Storefront merchants through March 2021.

How does pickup support work?

Pickup support is handled by you, as you are the best equipped to handle any question from
customers during the pickup process. Your staff can handle any refunds, missing items, or other
questions. Customers should be able to speak to a staff member in person about their Storefront
order or call you directly. Refunds can be handled directly by the staff for customers. They can
tell the customer a refund will be processed to their account within 5-7 days. Staff should then
email onlineorderingrefund@doordash.com with the customer’s name, order date, order ID, and
total refunded amount that should go back to the customer.

How does delivery support work?

Delivery support is presently handled by DoorDash free of charge through March 2021.
Customers will be able to get in touch with DoorDash for their support needs via the instructions
in their order confirmation.

If I have issues with order refunds, who do I contact?

You can offer customers a refund at your discretion when requested. Afterwards, you can reach
out and email onlineorderingrefund@doordash.com with the customer’s name, order date, order
ID, and total refunded amount to have that deducted from their total - no questions asked. Please
note that this email should not be used for questions about refunds. It should only be used for
submitting refunds that you have already given Storefront customers.

CONTACT US

I need help with processing a refund.

You can offer customers a refund at your discretion when requested. Afterwards, you can reach
out and email onlineorderingrefund@doordash.com with the customer’s name, order date, order
ID, and total refunded amount to have that deducted from their total - no questions asked. Please
note that this email should not be used for questions about refunds. It should only be used for
submitting refunds that you have already given Storefront customers.

I have more questions not answered here.

Please fill out this form and a member of our Storefront team will reach out as soon as possible.