Service Fee

1. General Information

Service Fee is a configurable fee that the platform automatically adds to a customer's order on the checkout page. It is displayed as a separate line in the order summary and is included in the total amount, so the customer pays it together with the order. The fee can be configured as a fixed amount or as a percentage of the item total and can vary depending on the fulfillment type (Delivery / Pickup) and payment type (Online / Cash).

• The fee is calculated based on the item total AFTER discounts (promo codes, promotions, certificates). Packaging is included in this amount.
• The fee is NOT included in the minimum order amount check, is NOT covered by cashback, and is NOT taxed.
• The fee applies only to orders placed by customers on the website and in mobile apps. Orders created by operators or from the establishment panel do not receive the fee.
• The fee is displayed only on the Checkout page. It is included in the total amount of the created order but is not displayed as a separate line in the order history.
• The setting applies at the account level: one configuration is applied to all cities and establishments within the account.

2. Step-by-Step Setup Instructions

1. Go to the account settings in the Control Panel.
2. Open the Service Fee section in the sidebar (under Settings).
3. Set the status to Active.
4. Enter the Service Fee Name that customers will see. It can be translated in the Translations tab.
5. Enable the Base rule for all types and specify the calculation type and value (and, if needed, the minimum and maximum).
6. If needed, enable separate rules for specific fulfillment + payment combinations.
7. Click Save.

3. Tabs and Settings

«General» Tab

The main Service Fee configuration.

• Service Fee (status) — enables or disables the feature for the entire account. When the status is Inactive, the fee is not calculated anywhere.
• Service Fee Name — the label displayed to the customer in the order summary. It is entered in the account's primary language. If left empty, the default translated label "Service Fee" is used.

Each rule (the base rule and each separate rule) contains the same four fields:

• Calculation Type — Fixed Amount (a value in the account currency) or Percentage of the check value (a percentage of the item total after discounts).
• Value — the fixed amount or percentage, depending on the calculation type.
• Minimum Service Fee — optional. If the calculated fee is lower than this value, it is increased to the specified minimum.
• Maximum Service Fee — optional. If the calculated fee is higher than this value, it is limited to the specified maximum.

Below the base rule, there are four sections for separate rules — one for each combination. Each section has its own toggle and the same four fields:

• Separate rule: delivery + online payment
• Separate rule: delivery + cash
• Separate rule: pickup + online payment
• Separate rule: pickup + cash

  
  

  
  

For each order, the system first looks for a separate rule that matches the order's fulfillment type and payment type. If the corresponding separate rule is not enabled, the base rule is applied. If neither rule is enabled, the fee is not added.
Online payment means payment by card online. Cash, payment by card to the courier, and other offline payment methods use the cash rules.

«Translations» Tab

Available for multilingual accounts. There is one tab for each language. Enter the Service Fee Name for each language. Customers will see the name in the language of their interface.

Checkout Page Appearance

The position and visibility of the "Service Fee" line in the order summary are managed in the same way as other lines:
Settings → Interfaces → Checkout → Order summary items, the "Service Fee" field.

4. Passing the Fee to Integrations

If the account uses these integrations, the fee amount is passed automatically:

• DoorDash — the Service Fee amount is passed as a Tip for the courier when the delivery is created in DoorDash. Customer tips are not passed — only the Service Fee is.
• Square — the Service Fee is passed as a separate Delivery Fee in the Square order, so the payment amount matches the order total.

5. Examples and Recommendations

Example 1 — one value for all orders.
Enable only the Base rule: Fixed Amount, value 5. Every customer order receives a fee of 5, regardless of the fulfillment or payment type.

Example 2 — percentage with limits.
Base rule: Percentage, value 10, minimum 2, maximum 50.
An order of 15 will receive a fee of 2 (increased to the minimum), an order of 300 will receive 30, and an order of 900 will receive 50 (limited by the maximum).

Example 3 — a different fee only for cash delivery.
Base rule: Fixed Amount 3.
Separate rule "delivery + cash": Fixed Amount 10.
Cash delivery orders receive a fee of 10; all other orders receive 3.

6. FAQ

• The customer does not see the fee line. Why?

Check that the status is Active, the relevant rule (separate or base) is enabled, the calculated amount is greater than zero, and the "Service Fee" field is not hidden in the Checkout appearance settings.

• Does the fee change when the customer switches the payment or fulfillment type on Checkout?

Yes. The amount is automatically recalculated according to the rule for the new combination.

• Can the customer pay the fee with cashback?

No. Cashback covers only the cost of items; the customer always pays the fee separately.

• Is the fee included in the minimum order amount?

No. The minimum order amount check uses the item total without the Service Fee.

• Does the fee apply to orders created by operators or from the establishment panel?

No. The fee applies only to orders placed by customers through the website or mobile apps.

• What amount is the percentage calculated from?

It is calculated from the item total (including packaging) after all discounts — promo codes, promotions, and certificates.

• If an operator edits the order later, will the fee be recalculated?

No. The fee is fixed at the time the order is created.

Updated on: 24/09/2026