By Sagar Shankaran, Founder of CallSphere
DoorDash adjustments, short cases and off-contract invoice lines quietly cost six stores real money. What a 2026 overnight agent has finished before 6 am.
Key takeaways
Six stores. Roughly 1,340 third-party delivery tickets a week. About 72 broadline invoices a period from Sysco and US Foods, averaging forty lines each. One bookkeeper who works Tuesday, Wednesday and Thursday, and six general managers who all believe the reconciliation is somebody else's job.
That is the real back office of a six-unit fast-casual group, and almost none of it gets done at the moment it should get done. It gets done later, in a rush, in the four days before the period closes, by which time some of the money is legally gone.
The closing manager runs the daily close in Toast at 11:40, counts the drawers, drops the deposit, prints the daily sales summary and goes home. Nothing else happens for six and a half hours. Then the opener arrives at 6:00, turns on the fryers, checks the truck schedule, and does not reconcile anything, because there are croutons to prep and a shift lead calling out.
So the payout files from DoorDash, Uber Eats and Grubhub pile up in three separate merchant portals with three separate logins. Order-level adjustments — the "missing item" refund, the "never arrived" refund, the error charge for a driver who waited eleven minutes — get charged straight back to the store, netted out of Tuesday's deposit, and are visible only if somebody opens the report and reads it line by line against the POS check.
Nobody does that on a Tuesday in July with a 96-degree drive-thru line. Everyone in this business knows it and everyone pretends it is fine. The polite phrase for it is "we spot-check".
Every delivery platform gives you a window to dispute an adjustment, and every window is different — some measured in days from the order, some from the payout. Check yours, because that number is the whole game. An adjustment you dispute on day four with the ticket, the timestamp and the bag-seal photo is often reversed. The identical adjustment you find on day twenty-two, while closing the period, is a donation.
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The same thing happens on the invoice side, quieter and larger. Your distributor agreement prices most items on a cost-plus basis, and prices move weekly. When the invoice comes in nine cents a pound over contract on catchweight chicken, or the driver leaves four cases short and the credit memo never lands, nobody catches it — because catching it means comparing 2,880 invoice lines a period against the contract sheet, by hand, in Restaurant365 or MarginEdge, while the phone rings.
An overnight agent is software you hand a job to at close and check at open: it works unattended for hours and leaves you a sorted queue of exceptions instead of a to-do list.
The 2025 version of this could summarize a report. It could not do six hours of work in a row. What landed in 2026 is long-running autonomous agents — ChatGPT Work arrived on 9 July 2026 and will take a goal, connect to your files and apps, run on its own for hours and hand back finished work; Claude Cowork has been doing goal-to-finished-work since January. Long-running is the whole point here. Reconciliation is not a clever task. It is a boring task that takes four hours and has to happen at a time when no human in this business is awake.
flowchart TD
A["11:40 pm: closing manager runs daily close in Toast"] --> B["Agent pulls DoorDash, Uber Eats and Grubhub payout files"]
B --> C["Matches every delivery order to the POS check"]
C --> D{"Adjustment charged back to the store?"}
D -->|Yes, still inside the window| E["Files the dispute with ticket, timestamp and prep photo"]
D -->|No| F["Codes Sysco and US Foods invoices in Restaurant365"]
E --> F
F --> G["Flags contract price breaks, short cases and cash over/short"]
G --> H["6:00 am: exception queue waiting on the GM tablet"]
The opener lets herself in the back door, starts the Frymaster filter cycle, and opens the tablet. There are nine things on it, not two hundred.
Four are delivery adjustments already disputed overnight, listed with what was claimed and what the ticket shows — the GM only has to confirm that check 8812 really did go out with both bowls, which the make-line camera settles in twenty seconds. Two are invoice lines: chicken thigh billed above contract on Monday's drop, and a case of avocados invoiced but not received, with a credit memo already drafted for the Sysco marketing associate. One is a $41.12 cash short on the Sunday night drawer, flagged against the two voids the same cashier rang after close. One is a note that Store 4's paper cost jumped 14% over the four-week average, which turns out to be a new to-go bowl lid nobody priced. And one is a question the agent could not answer and did not guess.
The GM works that list in eleven minutes and goes back to running a restaurant. The bookkeeper arrives Tuesday to a period that is already coded, not to nineteen days of catch-up.
Illustration with stated assumptions. Six stores, $115,000 in net sales per store per four-week period, 22% of it through third-party delivery, and platform adjustments charged back at 2.1% of delivery sales. Today the GMs dispute maybe one in five, in time, and win about 60%. Assume an overnight agent files 95% inside the window at the same win rate.
| Line | Today | Overnight agent |
|---|---|---|
| Delivery sales per store, per period | $25,300 | $25,300 |
| Adjustments charged back (2.1%) | $531 | $531 |
| Disputed in time | 20% = $106 | 95% = $504 |
| Recovered at a 60% win rate | $64 | $303 |
| Six stores, thirteen periods | $4,992 | $23,634 |
That is about $18,600 a year on delivery alone. Add the invoice side: at 2,880 lines a period and a 1.5% rate of contract-price breaks and short cases at an average $11 each, that is roughly $475 a period, or $6,100 a year in credits you are currently not claiming. Neither number is enormous on its own. Together they are most of a crew member's annual wages, and they cost you nothing to earn except the review time at 6:00 a.m.
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Do not let anything file a dispute it cannot evidence. A dispute you lose is free; a pattern of disputes you lose gets your account flagged and your future disputes rejected on sight. The rule to write down is simple: if the ticket, the timestamp and the prep photo do not all agree, it goes on the GM's list rather than into the platform.
Keep a person on the credit memo conversation with your distributor sales representative, too. That relationship is worth more than $11 a line, and the four times a year you need a Saturday emergency drop, you want to be the operator who calls, not the operator who files.
Cash variance stays human, permanently. An agent can flag that the same cashier was on the drawer for three of the four shorts this period. It should never be the thing that decides what that means, and in most states you cannot deduct a shortage from a crew member's pay anyway.
Where to start on Monday: one store, one platform, read-only. Let it match delivery tickets to POS checks overnight for two weeks and print you a list. Do not give it authority to file anything until you have looked at fourteen mornings of lists and agree with them.
No. It works inside them. Those systems are where your invoices, your recipes and your period P&L live; the overnight agent is the thing that fills them in and finds what disagrees. If anything, you get more value out of the software you already pay for, because the data finally goes in on the night it happened.
It breaks, and you find out because your 6:00 a.m. queue is empty or nonsense. Build one check into the routine: if the number of matched orders is less than 80% of yesterday's, it stops and tells the GM instead of guessing. Empty queues must be loud.
The matching part, yes — those are ordinary checks with an unusual amount on them. The judgment part, no. A $780 catering order that went out short a tray is a phone call from you to that office manager the same morning, not a dispute filed at 3:00 a.m.
You need to be able to describe the job the way you would describe it to a new bookkeeper, and you need someone to hook up the logins once. The tools that shipped this year were deliberately aimed at people who are not technical. What you cannot outsource is deciding what counts as an exception, and that is your Director of Operations, not your vendor.
One more overnight job worth naming: the calls and web chats that arrive after close. Catering enquiries for Friday, a DoorDash driver at a locked door, a guest asking whether you open at 10:30 on a Sunday. CallSphere builds AI voice and chat agents that answer the restaurant phone and web chat around the clock, capture the catering lead and book the callback, so that queue is sorted by 6:00 a.m. too.
Written by
Sagar Shankaran· Founder, CallSphere
LinkedInSagar Shankaran is the founder of CallSphere, where he builds production AI voice and chat agents deployed across healthcare, hospitality, real estate, and home services. He writes about agentic AI, LLM engineering, and shipping voice agents that handle real calls in production.
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