EatFirst Supplier Resources

Your go-to guide as an EatFirst supplier.

Who to call

All Enquiries
Email
: support.uk@eatfirst.com
Phone: (+44) 07428 496016

New to EatFirst

Important do’s and don’ts when working with EatFirst

DO’S

  • Confirm your order asap
  • Make delicious food
  • Deliver on time

DON’TS

  • Contact the client. Please call EatFirst instead on (+44) 07428 496016
  • Leave any documentation with pricing with the customer
  • Be late

I am going to be late for my delivery - what do I do next?

If you are going to be late for your delivery, please call us immediately on (+44) 07428 496016 and we'll assist you.

Please note:

  • Cold food can be delivered up to 60 minutes prior to the scheduled delivery
  • Hot food can be delivered up to 15 minutes prior to the scheduled delivery

Any deliveries made 20 minutes after the time specified will be considered late and you may not be paid in full.

How do I log into the portal?

  1. Visit our website on www.eatfirst.com/uk
  2. Click on the 'Sign in' link at the top right hand corner of your browser
  3. Enter your email address and password

How do I reset my password?

Follow these simple steps to reset your password:

  1. Visit our website on www.eatfirst.com/uk
  2. Click on the 'Sign in' link at the top right hand corner of your browser
  3. Click on the 'forgot password?' link and enter your email address

An email with instructions on how to reset your password will be sent to you.

What do I do if I have a friend who would like to join EatFirst?

Great! Please get your friend to email support.uk@eatfirst.com with their contact details, a menu and more information about their business.
One of our Supplier Relationship Managers will get in touch with them very soon!


Receiving Orders

Purchase orders

We know how busy you are and we’ve made it easier to review and confirm orders from EatFirst.

All purchase orders are sent via email and will contain a summary of the following information:

  • Delivery details - including address, date, time and delivery instructions
  • Any other special instructions and labeling instructions
  • Indicate whether they are a new customer - we recommend taking extra care with new customers to ensure repeat business
  • Total order value - including discount and total amount payable to you

Please review the details carefully and confirm you can cater this order by clicking on the ‘confirm order’ button in this email. Alternatively, you can download the pdf to view the order details.

Please note:

  • Hot food can be delivered up to 15 minutes prior to the scheduled delivery time and cold food up to 60 minutes prior
  • Contact EatFirst for any price discrepancies prior to delivery. Adjustment will not be accepted after delivery date
  • Any deliveries made 20 minutes after the time specified will be considered late and may not be paid in full

Changes to purchase orders

When amendments are made to an order, you will receive a new email with the latest updates and the version it is at.

Please review the information carefully to ensure you can produce and deliver as per the order details.

Please remember to click on the ‘confirm order’ button in the email or in your supplier portal to accept the order.


View and confirm orders online

To view and confirm all your upcoming orders online, log into the portal and click on the first tab labeled ‘Order Summary’.

You can click on the '+' sign on the left hand side of the order to view all items.

Click on the ‘confirm’ button on the right hand side to confirm the order.

A green tick will appear next to orders that have been confirmed.

Orders must be confirmed, at the latest, by 5:30pm the day before delivery, either via the purchase order email or supplier portal. Any order with changes will be sent again referencing a version change #. These orders must be reconfirmed.

Viewing your order summary

From the 'Order Summary' tab, you can print a summary of your orders for each day.

The 'print basic summary' button contains all pertinent delivery details for that day. Click on the 'print detailed summary' button to show all items for your orders for that particular day.

You can also print out a specific order by selecting the tick box in the first column and then clicking the ‘print selected’ button at the bottom of the screen. You can also include or exclude the delivery docket by ticking the box.


Order confirmation reminder

EatFirst will send a reminder email for any unconfirmed orders for the next day.

If we do not receive confirmation by 5:30pm the day before delivery, we will contact you to confirm.

How will you communicate my orders to me?

We want to ensure that you don't miss any orders from EatFirst. We will inform you of your upcoming orders in the following ways:

  • 2pm: An order summary email will be sent to you outlining the next day’s orders
  • 3pm: If you have not confirmed your orders, an unconfirmed order reminder email and SMS will be sent to you
  • 4pm: If there are still unconfirmed orders, you will receive an automated phone call. You can confirm your orders by:
  • Hearing each order individually and pressing 1 to confirm the order
  • Or press 6 to confirm all orders, without hearing them individually
  • 7am the following day: You will receive a reminder automated phone call if you still have unconfirmed orders

Orders can still be confirmed via any of the email correspondence we send you. Once orders are confirmed, you won't receive any further correspondence.

You can also still log in to your portal at any time to confirm your orders as per usual.

If you have any questions about your orders, please don't hesitate to call us on (+44) 07428 496016.

Delivery dockets

You will receive delivery dockets along with each purchase order sent. These are attached to the end of each pdf.

For orders with multiple delivery times, you will receive separate delivery dockets.

Please ensure your drivers use the delivery docket to get proof of delivery.

You can also find all delivery dockets from your supplier portal. Simply log into the portal, search for the order from the 'Order Search' tab and click on the 'view' link next to the order number to download the pdf.

Please note:

  • Hot food can be delivered up to 15 minutes prior to the scheduled delivery time and cold food up to 60 minutes prior
  • Any deliveries made 20 minutes after the time specified will be considered late and may not be paid in full
  • If your driver is going to be late for delivery, please call us immediately on (+44) 07428 496016 and we'll assist you

Your portal

View and confirm orders online

To view and confirm all your upcoming orders online, log into the portal and click on the first tab labeled ‘Order Summary’.

You can click on the '+' sign on the left hand side of the order to view all items.

Click on the ‘confirm’ button on the right hand side to confirm the order.

A green tick will appear next to orders that have been confirmed.


Orders must be confirmed, at the latest, by 5:30pm the day before delivery, either via the purchase order email or supplier portal. Any order with changes will be sent again referencing a version change #. These orders must be reconfirmed.

Viewing your order summary

From the 'Order Summary' tab, you can print a summary of your orders for each day.

The 'print basic summary' button contains all pertinent delivery details for that day. Click on the 'print detailed summary' button to show all items for your orders for that particular day.

You can also print out a specific order by selecting the tick box in the first column and then clicking the ‘print selected’ button at the bottom of the screen. You can also include or exclude the delivery docket by ticking the box.


Search for previous orders

In the ‘Order Search’ tab, you can view or download reports for any specific date range and view past and upcoming orders within that timeframe.

You will be able to view:

  • Order # and download a pdf of the order items
  • Delivery date
  • Customer name and account
  • RRP (Ex) : This is your regular retail price excluding GST
  • Agreed Order-In discount
  • Subtotal payable to you excluding GST
  • GST component
  • Total amount Order-In will pay you including GST

How to update your opening hours

If you need to change your standard delivery hours, please email menu@orderin.com.au or use the 'contact us' form at the bottom left of this article.

Need to check your opening hours?

To check your current opening hours, simply log into your portal and click on the profile tab

Scroll down to the ‘Availability details’ section to view your current delivery hours.

Manage closing periods

If you’re closed during public holidays, unable to take orders for a certain period of time or when you’re fully booked, you can easily manage your closing periods through the supplier portal.

  1. Click on the profile tab
  2. Scroll down to the ‘Availability details’ section
  3. Under the closure dates section, select the dates that your business is unable to take orders for and click the 'add' button

Important note: If you have any quotes or orders on hold during these dates, you will not be able to submit your closure dates.

How to view/change my delivery area

You can now easily view your delivery area.

Simply click on the 'catalogues' tab and click on the 'view delivery areas' button for the catalogue you wish to view.

A map will appear showing your current delivery regions.

If you would like to change or update your delivery area, please email support.uk@eatfirst.com
Please include the suburbs or provide us with a highlighted map of the changes you wish to make.


Feedback and incidents

We take feedback seriously as it will help us to improve our products and services. If the customer is not satisfied or has added any additional comments, rest assured that we will liaise with the customer and will get back to you with more information and next steps.

We share all feedback received from our clients with you. Click on the 'Feedback & Incidents' tab to view all feedback and incidents. You can click on the order number for more information.

Incident analysis

To view a summary of your incidents, simply select your date range and click on the 'search' button. The incident analysis report allows you to fine-tune areas of your services that require specific attention, such as production, dispatch or distribution.

If you have any questions about the report, please don't hesitate to get in touch with your Supplier Relationship Manager.

Menu Management

How do I view my menu/catalogue?

You can view your menu/catalogue online by logging into your portal and clicking on the catalogues tab.

Click on the 'catalogue preview' button next to the menu you wish to view.

How do I make changes to my menu/catalogue?

You can easily update your menu/catalogue through the supplier portal.

Click on the catalogues tab.

Click on the edit button next to the menu you wish to update.

Click on the ‘edit this item’ button next to the item you wish to update.

Once you’ve made your changes to that item, click on the ‘save changes’ button.

Once you made all your changes to the menu, click on the ‘submit changes’ button, located on the right hand side of the browser.

If you have any additional comments, please add them to the comment box before submitting all changes to EatFirst.

Your changes will be sent to the menu team at EatFirst. We will contact you within 48 hours to advise when those changes are live.


How do I add new items/images to my menu?

Please email support.uk@eatfirst.com or use the 'contact us' link at the bottom of this article to add new items or images to your menu/catalogue.

New items

Please send through relevant information, including heading, description and price.

Images

We recommend sending through high resolution images to ensure your food and menu looks appealing. Some photos may be quite large in size, so we suggest using an image sharing platform such as Dropbox or Google Drive. Please include the shared link in your email.

How long will it take for my menu changes to go live?

Please allow up to 48 hours for your menu changes to be updated on our website. We will email the person who submitted the changes once it’s completed.

Why do some of my orders show old pricing even when my menus are updated with new prices?

If you recently submitted menu price updates, any orders that were placed before the updates were made will still show prices from your old menu.

Please note that you are required to honour this pricing for up to 4 weeks after the updates were made.

If you have any questions, please speak with your Supplier Relationship Manager.

How do I add a special offer to my menu?

If you would like to add a special offer to your menu, please email your promotion details to support.uk@eatfirst.com

Please provide us with:

  • Offer details
  • High resolution photo
  • Validity dates for when the promotion will run

Your special offer will be added to your menu within 5 working days. We will email you when your special offer is live.

How do I participate in special event days?

Include themed items on your menu for upcoming special events like Easter, Christmas, Harmony Day and more.

If you wish to increase your sales on special event days, please forward the following details to support.uk@eatfirst.com

  • Your menu items
  • Pricing
  • Images

Speak to your supplier relationship manager if you have any questions about the special event days.

Payment & Invoicing

How to get paid

EatFirst makes getting paid really easy.

  • When we send you orders, the amount payable by EatFirst is referenced on each order
  • At the end of the month, we will provide you with a summary of all purchases made and the amount owed to you
  • You can also download a monthly summary from the 'Order Search' tab from within the portal
  • We will remit that exact amount to your business through bank EFT based on the agreed payment terms. Funds will reach your bank account within 2 working days from the payment date specified in the email


Important note

  • Please contact EatFirst for any price discrepancies to the order prior to delivery
  • Adjustment will not be accepted after the delivery date
  • Orders delivered late may not be paid in full

Please notify us immediately if there have been any changes to your banking details or ownership.