ࡱ> e 5:bjbj Dxj\xj\1 @@@@@TTT80\TDLD D D D D D D$;GI*.D@".D@@CD###R@@D#D##9p< Z9 f;CYD0D~;8J+#XJ0<<J@P?L6#T,g.D.D#pDJ > : 91Ƭ Frequently Asked Questions about Ordering on America To Go How do I access America To Go? Access America To Go by visiting  HYPERLINK "https://catering.wm.edu" catering.wm.edu and logging in with your 91Ƭ user ID and password. What if the caterer or restaurant I want is not on America To Go? If you have a favorite restaurant or caterer that you do not see on the list, click request a vendor at the top of the America To Go home page, fill out the form that appears and click submit. America To Go will look into adding the vendor to the program as soon as possible and will keep you posted. You may also contact 91Ƭ Procurement Services if you need assistance. In the meantime, if you have an order to place, please use an existing America To Go vendor. This will reward vendors that replied to 91Ƭ early and will encourage others to quickly join the program. What is the minimum dollar amount required to place an order? There is no minimum dollar amount required to place an order. However, vendors may have their own delivery minimum requirements. This information is available on each vendors America To Go information page. Can I override an item minimum on a vendors menu? Yes, but it depends on the vendor. Contact America To Go Customer Service. They will call the vendor and ask if an item minimum can be removed so you can process your order. Please note that item minimums are set at the vendors discretion and therefore cannot always be overridden. Can I make special requests on my order? Yes. Every item on an America To Go menu includes the option to Add Special Instructions. This feature allows you to customize your order the way you like: put dressing on the side, hold the onions, etc. How will gratuities be handled? Gratuity is capped at 20% in the ATG portal in accordance with business meal policy. This field is able to be edited to reflect quality of service. How long after my order is fully approved will it take for America To Go to receive and process my order? Once your order is approved, it will be sent to the vendor immediately. When the vendor confirms they can accommodate the order at that date and time with the items requested, you will receive a confirmation email from America To Go ( HYPERLINK "mailto:customerservice@americatogo.com" customerservice@americatogo.com) Please note, to ensure timely submission to the vendor, you must build in enough time for the person or persons responsible for approving your order to approve it. If you have not received a confirmation email from America To Go, we recommend contacting the person responsible for approving your order to ensure it is sent to the vendor with enough time to prepare and deliver it especially if you have a small window of time. If you would like to check on the status of your order, please go to My Orders and check the Status column. After I place my order, may I contact the vendor directly or do I need to go through America To Go? While you can call a vendor directly, we highly encourage you to direct all questions to America To Gos Customer Service team first. The Customer Service team handles all inquiries, before and after you place your order, including menu questions, delivery issues and changes to existing orders. This ensures that you, America To Go and the vendor have the most up-to-date information regarding your order, that your order arrives properly and that it is invoiced correctly. If you contact a vendor directly and changes are made verbally, there is a significantly higher risk of an error in your order or on the invoice. I already placed my order. Can I add or remove items? Yes. To add or remove items to an existing order, simply go to My Orders and select Edit in the Actions column. The order will load in the cart. Simply make the necessary edits, checkout and re-submit the order. You will receive an updated confirmation email once those changes have been confirmed with the vendor. The Edit option is not available within 24-hours of delivery. Please contact America To Go. They will contact the vendor to see if the changes can be accommodated and if so, adjust the order accordingly. What do I do if my order is not correct when it gets here? Call America To Go immediately. They will contact the vendor ASAP and ensure that the vendor corrects the error, and, if necessary, adjust the invoice. If the vendor is unable to correct the order promptly, America To Go will help find a vendor that can meet your needs. How do I cancel an order? To cancel your order, simply go to My Orders and select Cancel in the Actions column. You will receive a cancellation confirmation email once the vendor has confirmed the cancellation. The Cancel option is not available within 24-hours of delivery. Please contact America To Go. They will contact the vendor to see if the cancellation can be accommodated. Note that each vendor sets its own cancellation policy and there may be a charge for last-minute cancellations. How do we adjust the gratuity to reflect the service level we receive from the caterer? 91Ƭ has left the gratuity at your discretion.If you receive substandard or extraordinary service and would like the gratuity adjusted, please call America To Gos Customer Service team (866.ATG.TOGO or  HYPERLINK "mailto:customerservice@americatogo.com" customerservice@americatogo.com) and the gratuity will be adjusted per your request. Do all vendors charge a delivery fee? No. Each vendor determines if and how it wants to charge for delivery. Some may charge a small fee on all orders. Some may only charge to travel to certain locations. Others may not charge a fee at all. Detailed delivery information is listed on each vendors America To Go information page so you can find out before you order. Do all vendors charge set-up fees? No. Each vendor decides whether to charge a set-up fee. If there is a set-up fee, it will clearly be displayed in the cart for visibility before the order is placed. How do I place a last minute order or an order within a vendors lead time? Some vendors can easily turn around an ASAP order or squeeze in an order for the following day even if they usually have a 24-hour lead time. Other vendors, especially event caterers, may always require 72-hour notice. America To Go lists this information on each vendors America To Go front page so you know before you place your order. If you are ever in doubt, call America To Gos Customer Service team. They will contact the vendor and verify whether the vendor is able to accommodate your order before you go through the trouble of placing it, or they will find a different vendor that can. If your order is truly last minute, e.g., you need food in an hour, and you know which ATG vendor can do it, call them! Once youve placed the order verbally with them, let America To Go know. They will coordinate with the vendor to ensure that order is uploaded in the system for you to process accordingly. How do I place a custom order or put together a customized event? Contact the vendor or America To Gos Customer Service team with the event information. Once the event details are finalized, America To Go or the vendor will upload the order for processing through the ATG System. You will receive an email once the order is ready for processing including steps on how to process it. Once you are notified, please log-in to America To Go and process the order. Can someone help me plan an event or larger catering order? Yes. Contact America To Gos Customer Service team, and they will put you in touch with your dedicated Account Manager who can help you select a caterer that meets your needs and fits your budget. Once the details of your event are finalized, America To Go will work with the vendor to make sure it is entered and invoiced properly through the system. How do I process an order that has already taken place (past-dated) for an ATG vendor? You can process a past-dated order exactly how you would a normal order except when you enter the past date, you will receive a pop-up warning asking you to confirm that you intend to place a past-dated order. Simply select OK and continue on to the vendors menu to process your order. Note when entering a past-dated custom order, make sure your custom order has been uploaded to the system first. As a reminder, past-dated orders need to be approved for invoicing and payment just like a normal order. Once the order is approved by your approver and received by America To Go, past charges will be verified with the vendor, and the order will be invoiced to 91Ƭ accordingly. How do I process an order for a vendor that is not currently listed on the ATG site? Call America To Go. They will let you know whether the vendor is already in the pipeline. If so, they will notify you when the vendor is available so you can process your orders. If past-dated, please see question 18. If the vendor is not in the process of being made available, America To Go will try to get them on board. If the vendor does not agree to join and you have a future order, please use another vendor available on the America To Go site. If your order is past-dated, please contact Procurement for next steps. What process was used to select the caterers currently listed on America To Go? 91Ƭ sent America To Go a list of restaurants and caterers along with 91Ƭ insurance requirements. America To Go sent a letter to those vendors on behalf of 91Ƭ and visited them all to discuss the program. Vendors were also added by user request or per research into area vendors meeting 91Ƭ specifications. Those vendors that agreed to all the terms and met all of the requirements were included in the program. If you have a favorite restaurant or caterer that you do not see on the list, click request a vendor at the top of the ATG home page, fill out the form that appears and click submit. America To Go will look into adding the vendor to the program as soon as possible and will keep you posted. In the meantime, if you have an order to place, please use an existing America To Go vendor. This will reward vendors that replied to 91Ƭ early and will encourage others to quickly join the program. Are the vendors required to pay America To Go to become part of the network? There is no cost to the vendors to join the program. Vendors pay only based on the orders that they receive. Does America To Go have a minimum volume requirement before a vendor can be added to the program? No. There is no minimum volume requirement to join the program. How can we be assured that the caterers listed on America To Go have the required insurance certificates? 91Ƭ insurance requirements are included in the contract that all vendors sign with America To Go. All vendors on America To Gos site have agreed to those terms and are required to provide updated certificates of insurance on an annual basis. How can I be assured that a vendor is not overcharging us for menu items? Vendors contractually agree not to mark up prices. When a vendor agrees to join the program, it submits a copy of its menu. This is the same menu and pricing you would receive if you picked up the phone to place an order. America To Go also periodically checks vendors menus. Finally, users should alert America To Go if discrepancies are found and America To Go will follow-up with the vendor to ensure pricing is correct. Do all of the suppliers know that 91Ƭ is tax-exempt? Yes. No tax will be charged on orders placed by 91Ƭ through the America To Go system unless you specify that the order is taxable. Can I pay with my P-Card? No. All orders through America To Go will be invoiced and paid automatically. Can I use America To Go to order food in other cities? Yes. Vendors are available in many other cities. If you would like to have a vendor added in another city or to learn more, please contact America To Gos Customer Service team. What do I do if America To Go is unavailable? Please call America To Go Customer Service team to place your order.America To Go will coordinate with the vendor to ensure your order is delivered on-time and will help you process the order through the system once service is restored. How do I reach America To Gos Customer Service? 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