This is the reference article on preparation time for delivery orders in Ebriza POS NEXT. For each platform, see what it receives on "Accept order" and on "Send to preparation".
0. Common rules (all platforms)
Where it is set?
Admin account → Apps → the platform's app → "Configure brand" → "When to ask for the preparation time": "When sending to preparation" (default) or "When accepting the order". The setting is per brand; the value at app level is only the default for brands without their own setting.
Same place: "Automatic order acceptance" and "Preparation time sent on automatic acceptance" (60 minutes if left empty).
POS → More → Settings → "Preparation time options": the quick buttons in the "Preparation time" window (15, 30, 45 minutes by default) plus "Other time".
When the "Preparation time" window appears
On "Accept order": only if the brand is set to "When accepting the order" and the order is not accepted automatically. If you close it without a value, the order is still accepted, without a time; you will then be required to enter the time on "Send to preparation".
On "Send to preparation": mandatory, if you did not give a time on acceptance. If you close it without a value, the order does not move to preparation.
Automatically accepted orders: the window does not appear; the "Preparation time sent on automatic acceptance" value is used.
The answer given on acceptance is kept on the order: a colleague who sends it to preparation from another device is not asked again.
What is sent to the platform
Time sent to the platform = acceptance time + the time entered.
No time entered: the platform receives its own estimate back, unchanged. This is also the hour the platform schedules its courier for, not merely information shown to the end customer. If no time is sent on acceptance, the platform keeps its own pickup estimate. On Wolt that estimate is roughly the moment the order came in, so the courier is dispatched almost immediately. On Bolt Food and Glovo the effect is seen less often, because their estimate is 30-45 minutes out anyway. So for the preparation time to affect when the courier arrives, the brand must be set to "When accepting the order" or to automatic acceptance.
The time reaches the platform ONLY on acceptance for Wolt (Wolt delivery), Bolt Food, Glovo and Deliverect. A time entered on "Send to preparation" stays in Ebriza only. Exception: Wolt with own delivery (see below).
For the operator's time to reach the platform: set the brand to "When accepting the order" or to automatic acceptance.
The "ready" status is not sent when the preparation time runs out. Only "Issue fiscal receipt" sends it — see the article "The order appears as 'ready' or 'delivered' on the delivery platform much earlier than it actually is".
1. Wolt
The delivery type (Wolt courier or own delivery) is decided by the venue's setting in the Wolt account, not by Ebriza.
1.1. Wolt delivery
1.1.1. Preparation time set on Acceptance
The pickup time is sent = acceptance time + the time entered.
- Wolt limit: at most the Wolt estimate + 25 minutes. Above the limit, Ebriza automatically sends the limit. The POS keeps showing the time entered; no notification appears.
Wolt recommendation: do not set a time lower than the Wolt estimate. This is not a limit — a lower time is sent and applied — but Wolt recommends keeping the time between the Wolt estimate and the Wolt estimate + 25 minutes.
Pre-orders (scheduled orders): confirmed without a time. Wolt moves the order to preparation by itself, based on the time set in the venue's Wolt account.
1.1.2. Preparation time set on Preparation
Nothing is sent. Wolt does not offer this option for delivery with Wolt couriers.
1.2. Own delivery
1.2.1. Preparation time set on Acceptance
The delivery time is sent = acceptance time + the time entered. No limit.
1.2.2. Preparation time set on Preparation
- The preparation time is sent, in minutes from the moment the order moves to preparation. It is informative only: if Wolt rejects it, the order continues normally, with no error in the POS.
2. Bolt Food
Same behaviour for Bolt delivery and own delivery.
2.1. Preparation time set on Acceptance
Bolt has its own preparation time, set in the restaurant's Bolt account. The time entered in Ebriza replaces it for that order: it is sent as a duration from acceptance (in seconds), and Bolt updates the time shown to the customer in the Bolt app.
No time entered in Ebriza: Bolt's estimate is sent back as a duration from acceptance, so the time from the Bolt account stays practically unchanged.
If the duration is 0 or negative, nothing is sent.
2.2. Preparation time set on Preparation
Nothing is sent.
3. Glovo
Same behaviour for Glovo delivery and own delivery.
3.1. Preparation time set on Acceptance
The preparation time is sent = acceptance time + the time entered.
Glovo limit: ±15 minutes from the Glovo estimate. If rejected, Ebriza automatically adjusts to the limit and retries once; the POS keeps showing the time entered. If the retry is also rejected, the order is accepted without a time.
3.2. Preparation time set on Preparation
Nothing is sent.
4. Deliverect
4.1. Preparation time set on Acceptance
The "accepted" status is sent, then the time in minutes, in a separate call. If the time cannot be sent, the acceptance is retried automatically.
4.2. Preparation time set on Preparation
The "in preparation" status is sent, without a time.
5. Other integrations
foodpanda: on acceptance only.
Tap Tasty, Adhoc and integrations through the Ebriza API: Ebriza sends the duration on every status change; how the partner uses it is up to them.
6. Common issues
"I set 40 minutes, Wolt shows 25." Wolt's +25-minute limit; Ebriza sent the limit. Normal.
"Glovo shows a different time than the one I set." Glovo's ±15-minute limit; adjusted automatically. Normal.
"On Bolt, the customer sees a different time than the one set in the Bolt account." The time entered in Ebriza replaces, for that order, the time from the Bolt account. Normal.
"The time entered at preparation does not reach Wolt / Bolt Food / Glovo." The platform only receives the time on acceptance. Set the brand to "When accepting the order".
"I am not asked for the time on acceptance." The brand is set to "When sending to preparation", or the order is accepted automatically. Check the brand setting.
"The automatically accepted order went out with 60 minutes." The "Preparation time sent on automatic acceptance" field is empty. Fill it in on the brand.
"The courier arrives too early, even though I set a time." Check the brand setting first. The hour the platform schedules its courier for is the pickup time it receives when the order is accepted. If the brand is set to "When sending to preparation", no time is sent on acceptance and the platform keeps its own estimate - on Wolt, roughly immediately. Set the brand to "When accepting the order", on every brand in the account: the setting is per brand, so an account with two brands must be changed on both. If the brand is already on "When accepting the order", check that a time was actually entered on acceptance (closing the window without a value means nothing was sent) and check Wolt's +25-minute limit. Separately from this, the "ready" status is not sent when the preparation time runs out - it is sent when the fiscal receipt is issued; see the article "The order appears as 'ready' or 'delivered' on the delivery platform much earlier than it actually is"
"The Wolt pre-order does not move to preparation." Wolt moves it by itself, based on the time in the venue's Wolt account. This is set in Wolt, not in Ebriza.
"I don't have a 20-minute button." POS → More → Settings → "Preparation time options", or "Other time".
Tags: [preparation time, prep time, delivery, Wolt, Bolt Food, Glovo, Deliverect, when accepting the order, when sending to preparation, automatic acceptance, courier arrives too early, POS NEXT, brand settings]