Otter

Redbox integrates with Otter, the global order management platform that consolidates all your delivery services into a single interface.

Why use Otter & Redbox?

Here’s how this integration benefits your marketplace and your restaurant partners:

• Automated Menu Synchronisation Across Platforms
  Keep menus up-to-date across Redbox, Deliveroo, Uber Eats, Just Eat, and more without manual edits. This saves time and ensures customers always see the correct menu items and pricing.

• Centralised Order Management
  Restaurants can manage all online orders from a single tablet using Otter Order Manager, reducing confusion and streamlining kitchen workflows.

• Fewer mistakes, Faster service
  Orders flow directly from Redbox and other delivery platforms into one system, eliminating the need for manual entry, which means fewer errors and faster fulfilment.

• Data-driven Decisions
  Access real-time sales and performance analytics across all platforms to understand what’s working, what’s not, and where to focus.

• POS Integration for Seamless Operations
  Connect with a wide range of point-of-sale systems, including EposNow, Square, Lightspeed, Clover, and Revel. Orders flow straight into the restaurant’s existing setup, making life easier for front-of-house and kitchen staff. Menus built within your POS system can be sent to Otter and published directly to Redbox.

• Win More Enterprise Brands
  Otter is already trusted by large multi-premise brands. With this integration, Redbox can now be included as a menu destination within their existing Otter setup, making it easier to bring high-profile brands onto your marketplace without requiring extra overhead.

Not using Otter yet? Onboarding

This partnership helps streamline operations and improve efficiency for restaurants using Redbox alongside their own POS and other delivery partners.

To get started or learn more, contact our support team or read about the integration directly on Otter’s Website.

The first step will be to for the Business/Outlet to complete our Otter Onboarding Form and get your Otter account set up with the features you will need. Once you have your account you can setup your menu in Otter and connect it to the services you need, like Redbox and your POS.

Already using Otter? Add the Redbox Integration

Importing your Menu into Otter

To use Otter with Redbox you will need a menu in Otter, this can be imported from your POS, built directly in Otter, or imported from Redbox.

• If you are already using Otter and have an existing menu, either created directly in Otter or imported from your POS, you can connect Redbox and publish your existing menu to your Redbox Business.

• If you are new to Otter, you can add a menu to Otter by:

  • Importing it from your existing POS, once connected to Otter.

  • Adding a menu directly into Otter.

  • Importing your menu from Redbox, once connected to Otter.

Connecting Otter to Redbox

In Otter, each of your store Locations corresponds to a Redbox Outlet. If you have multiple Locations in Otter, you’ll need a separate Outlet in Redbox for each one. Redbox supports multiple Outlets under a single Business, all sharing the same menu—this mirrors the Otter setup.

You can add the Redbox Integration in Otter in Settings > Integrations> Explore> All Integrations. You will need to specify in Otter which of your locations you would like to connect to Redbox.

Once Redbox has been enabled in your Otter account, go to your Business settings in Redbox and connect Otter by logging in. You’ll then be able to view your Otter Locations within Redbox and assign them to the relevant Outlets.

Publishing Your Menu from Otter to Redbox

If you already have a menu in Otter and have linked your Otter Locations to Redbox Outlets, you can now publish your existing Otter menu to Redbox. The import may take a few moments. Once complete, the menu will appear in Redbox.

The initial import won’t be perfect and may require some adjustments to align with the Redbox format. While the structure of menus, submenus, and items will be carried over, you’ll need to assign the imported Otter menu options to your Redbox menu items.

If Otter has created any additional menus for menu options alongside the correct ones, you can safely delete the extras, these are not needed.

Do not delete any other menus, submenus, or menu items, as these are now linked to your Otter menu.

All ongoing menu edits should be made in Otter. To keep your Redbox menu up to date, make sure your Otter settings are configured to sync changes to pricing and availability. If you make significant changes, you’ll need to republish the menu and review it in Redbox after publishing.

Importing Your Menu from Redbox to Otter

If you don’t yet have a menu in Otter, and won’t be using a POS as the source, you can import your menu from Redbox. To do this, create a new menu in Otter and select Redbox as the source.

Receiving Redbox Orders in Otter Order Manager

Once your menus are synchronised between Redbox and Otter, orders will be sent to Otter Order Manager and, if connected, forwarded to your POS system.

There are a few setup options to consider for how you’d like to accept orders now that you're using Otter. Here's how the flow works:

• All pending Redbox orders are sent to Otter. From there, they can be manually accepted or rejected in Otter Order Manager, or auto-accepted using Otter's settings.

• Accepted orders are then passed from Otter to your POS.

• This means if you are using a POS, orders must be accepted in either Otter or Redbox.

• Redbox includes a setting to send only accepted orders to Otter, useful if you want to assign a buzzer number before sending, or control which orders reach the POS via a Redbox Terminal.

• Redbox also includes an Auto Accept Orders option, but this is generally not needed when using Otter, as all pending orders are already passed through for acceptance.

Example Setups:

1. Using Otter Order Manager to accept or reject orders (no Redbox Terminal):

   1. Set your Redbox Online Override to Online so your Redbox outlet remains open during scheduled hours.

   2. All pending orders will be sent to Otter, where you can accept or reject them manually, or enable Auto Accept in Otter if preferred.

   3. You do not need to enable Auto Accept in Redbox.

2. Sending all orders directly to your POS (not using Otter Order Manager or Redbox Terminal):

   1. Set your Online Override to Online to keep your outlet open as scheduled.

   2. Pending orders will be sent to Otter. Enable Auto Accept in Otter so orders flow straight to your POS.

   3. All order status management will then depend on your POS.

   4. You do not need to enable Auto Accept in Redbox.

3. Using a Redbox Terminal to assign buzzer numbers before sending to Otter:

   1. Set your Online Override to Terminal Based.

   2. Enable Send to Otter on Accept in your Redbox Outlet settings. This ensures orders are only sent to Otter after you’ve accepted them (and added a buzzer number) on your Redbox Terminal.

4. Using a Redbox Terminal to accept or reject orders before sending to Otter:

   1. Set your Online Override to Terminal Based.

   2. Enable Send to Otter on Accept in Redbox. You can then manually accept or reject orders at the Terminal before they’re sent to Otter.

   3. Otter will forward accepted orders to your POS, if connected.

Troubleshooting and Tips for Redbox + Otter Integration

Here are some common issues and checks to help keep your integration running smoothly:

Orders not sending to your POS
Check that menu items are correctly matched in your Otter menu, as unmatched items may prevent the order from reaching your POS. Also ensure auto-accept is enabled in Otter if required, as pending orders won’t pass through until accepted.

Orders not arriving in Otter
Confirm that each Redbox outlet is correctly linked to the corresponding Otter location, and check that “Send to Otter on Accept” hasn’t been enabled by mistake, unless you are using a Redbox Terminal to manage orders.

Menu items not appearing in Otter (from your POS)
Ensure the relevant items in your POS are marked as available for online sale, and re-sync your POS menu in Otter if you’ve recently updated it.

Menu not updating in Redbox after changes in Otter
Check that your Otter menu is set to synchronise pricing and availability updates. If you’ve made major changes to structure, such as categories or menu options, republish the menu to Redbox and review it after publishing.

Other tips!
If Otter has created any extra menus for options that you don’t need, you can delete those safely. However, avoid deleting core menu items, categories or submenus once imported, as they are linked to your Otter menu. Always make structural menu edits in Otter, not in Redbox.

If you're unsure where to manage your menu—POS, Otter, or Redbox—start by identifying your intended source of truth, then make changes only there.

Need help?
Our team can guide you through all of these options and help design the best setup for your business. Just get in touch if you'd like to talk it through.