+Otter Onboarding Guide

We’ve put together some very quick and helpful videos on how to set up and troubleshoot your devices.

+Store Menu Management

Menu requires updates? We have videos and steps on how to make changes to your Otter Menu.

Please send us a text at toll-free (855) 661-3706, please include your store name or location, or brand. Provide the item name, size, and the new price. Our support team will change the price of the items on all DSP.

Please send us a text at toll-free (855) 661-3706, please include your store name or location, or brand. Please include the price, ABV, and sizing. Our support team will add the items to your menu.

Please send us a text at toll-free (855) 661-3706, please include your store name or location, or brand. Provide the item name and the size to update. Our support team will change the size of the item(s) on all DSP.

Please send us a text at toll-free (855) 661-3706, please include your store name or location, or brand. We will then update your business hours.

Please email us at [email protected] please include your store name or location or brand.

+ Order Support - Need help with active or canceled orders?

When an order is canceled and the driver doesn’t return the product we'll actively pursue reimbursement for the partner store. Please send us the specific order # to [email protected]

For Pickup orders, the customer is instructed to complete the order on their app if they don't, it will automatically close out and the partner will get paid regardless. So your store will certainly be paid for that order.

The only way for a partner to cancel an order is to either call the DSP directly or have the driver do it when they come to pick up the items.

It's unclear why the order was canceled but we will get you a refund because you sent out the product. That is the policy and we advocate on your behalf. If the items are not perishable the driver will be instructed to return the items. If the items are perishable or not returned to the partner we will reimburse those items.

  • ● Choose the “Orders” tab at the top left and select the Order in question.
  • ● Make sure to select the “Customer” box on the screen (Not “Courier”).
  • ● The Phone Number is listed below the customer’s name.
  • ● If it is an Uber Eats order, call the phone number provided. Then enter the pin provided and IMMEDIATELY press the pound (#) key. You MUST press # immediately after the pin to be connected to the customer.
  • ● For DoorDash orders, you MUST call from the store’s landline, or you will not be connected to the Customer. (No pin is provided or needed during a Door Dash Order).
  • ● Discuss with the Customer possible substitutions for the product that is out of stock. Try to agree on a similar item but remember that the price will NOT change on the original order or on the tablet.
    Here is a video that demonstrates this process.
    How to contact a customer during a live order

+Stripe FAQs

We work with Stripe to enable payments for your business. Updating information about your account is important and required. These updates help protect against fraud and keep your account current with global Know Your Customer (KYC) regulations.

In certain countries, Stripe is required to collect, verify, and maintain information about a company’s beneficial owners and directors. These requirements come from government regulators and help promote transparency and prevent financial crimes.

If you cannot update your account information by the deadline, payouts to your bank account and your ability to accept payments will be paused. We want to make sure that does not happen, so please let us know how we can help.

Follow the link from Stripe’s email—the form will prompt you with instructions on how to update your information. It should take less than 5 minutes to update your information. If you need help, you can reach out directly to Stripe Support.

We recommend using the Retail > Software when filling out your Stripe information.

Please respond back to Stripe on the email thread. Stripe will be able to let you know why you were rejected, and provide you with next steps for resolving the issue.

You should get a message from Stripe notifying you that all steps were completed. If your account was not fully setup, you will receive regular emails saying the following:

How to sign up for
Stripe through RaaS?

Before taking your virtual store live on the delivery service providers, you'll need to complete your Stripe connected account. Once your Stripe connected account is created we can pay your business for the orders you fulfill through your RaaS virtual brand.

Please click on the link provided, you'll be redirected to Stripe where you can start filling in the information needed to complete your Stripe connected account

< We will provide a URL sign-up link from [email protected] for all locations you would like to sign up for a virtual brand >

We are only able to pay your business through the account connected to the URL provided, this is irrespective of any other stripe account(s) you may have already created

Note: RaaS will never have access to your information.

It is private information for Stripe for the purpose of payment processing and verifying your business.


STEP 01:

You must use a mobile phone number that can receive text messages. You'll need this mobile number available to you for repeated logins going forward.


STEP 02:

Input code from the Stripe security Text.


STEP 03:

Identify your business type.

  • If you do not have an EIN, select “individual”.
  • If you have an EIN select company, then type of business structure.

STEP 04:

  • Input Business Address for the location you are onboarding.
  • Input personal details for the Main account holder.

STEP 05:

Input Business Details. This information is utilized by Stripe to verify the account.

  • For Industry make sure to choose “Retail” then “Software”
  • If you do not have a website select product description, then type "Virtual Store”.
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STEP 06:

Input your business' routing and account number


STEP 07:

Verify Business and proof of identify

STEP 08:

Confirm Registration. If registration is denied then you will have to contact [email protected] for a new link.

STEP 09:

When you see this, you are finished! CONGRATULATIONS!


To access your Stripe payment dashboard after getting connected go to dashboard.stripe.com:

  • Login with your email address
  • Password is your phone number

To contact Stripe customer support go to stripe.support.com:

  • Login with your email address
  • Password is your phone number

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