Backup Drivers for ezCater Orders: How ezCater Dispatch Works Alongside In-House Fleets
How catering operators request ezCater Dispatch drivers from Cartwheel when in-house drivers are unavailable, and how tracking reaches ezCater on every order.
Catering operators who deliver ezCater orders with their own drivers can now request an ezCater Dispatch driver from the Cartwheel dashboard when no in-house driver is free. Whoever delivers, Cartwheel sends tracking events to ezCater automatically, so the order stays covered and the customer stays informed.
Why every ezCater order needs tracking
ezCater is standardizing delivery tracking for all ezCater orders. Its 2025 Catering Growth Forum insights found that most catering orderers want tracking on every order, feel less stress when they have it and do not need to contact the restaurant when they can follow their order.
“Catering customers have made their expectations clear: they need to know that their orders are on track.”
Liz Johnson, VP of Supply Operations, ezCater
For operators, that standard turns tracking from a service upgrade into an operating requirement on every ezCater order.
How backup coverage works
- ezCater orders arrive in Cartwheel alongside orders from the restaurant’s other channels.
- Cartwheel assigns each order to an in-house driver based on order value, distance, driver availability and the operator’s own rules.
- When no in-house driver is available, the store requests an ezCater Dispatch driver from the Cartwheel dashboard.
- The order is delivered and tracking continues, with no switch between platforms.
What reaches ezCater
| Tracking event | Captured |
|---|---|
| Driver assigned | When a driver accepts the order |
| En route | When the driver leaves the store |
| Delivered | When the driver completes the drop-off |
Cartwheel captures these events automatically and sends them through the ezCater Delivery API. The customer follows progress on their ezCater order, and store teams do no extra work to keep it current.
Tracking for every kind of driver
- Driver App: rated 4.5 and above, with more than 100,000 downloads.
- Hardware trackers: for operations where drivers prefer not to use a personal device, live tracking still runs.
- Entrance data: coverage for more than 100 million US addresses helps drivers find the right door faster.
- Catering tools: image capture, proof of delivery and automated dispatch rules.
One platform across catering channels
Large catering operators receive orders from ezCater and their own website at the same time. Managing drivers and tracking for all of them in one place is what lets catering volume grow without adding complexity for store teams.
“Having a single platform to manage drivers, track orders, and maintain consistency is what makes it possible to grow catering.”
Gracie Prasanson, VP of Sales, Jason’s Deli
Frequently asked questions
Can restaurants request ezCater Dispatch drivers from Cartwheel?
Yes. When an in-house driver is unavailable, the store can request an ezCater Dispatch driver directly from the Cartwheel dashboard.
Do customers see tracking on ezCater orders delivered by in-house drivers?
Yes. Cartwheel sends driver assignment, en-route and delivery events to ezCater through the ezCater Delivery API, so the customer sees progress on their ezCater order.
Do drivers need a smartphone for tracking?
No. Cartwheel supports hardware trackers for drivers who prefer not to use a personal device.
To set up ezCater Dispatch backup for your catering program, book a demo with Cartwheel.