Home Order Management Article
The Orders Management section helps you track, manage, and process all incoming orders—whether they’re for pickup, delivery, or dine-in. You’ll receive live updates, visual cues, and sound alerts to ensure that no order is missed.
Receiving New Orders
All new orders will appear in the Live Orders section of your Merchant Dashboard.
A sound notification will alert you whenever a new order is placed—this works on both web and tablet (if you're using one).
If you are not hearing sound alerts, please refer to the First Set-up Category or visit the Getting Started section, under "New Orders".
Viewing Order Details
To view the contents of a new order:
Go to the Live Orders section
Click “Details” next to the order
Here, you’ll see:
Customer information (name, contact, etc.)
Order type:
Pickup
Delivery
Eat-In
Ordered items and any notes or instructions
Accepting or Rejecting Orders
After reviewing the order details:
Click “Accept” if the order looks good
Click “Reject” if you cannot fulfill the order
Important:
If the customer paid by card, rejecting the order does not automatically issue a refund.
You will need to process the refund manually through your Stripe Dashboard.
Preparing the Order
Once you’ve accepted an order:
Enter the estimated preparation time in minutes
(This informs the customer when their order will be ready or delivered)
The order will then move to the Orders section, where you can continue tracking and managing it.
Managing Orders
In the Orders section, you’ll find both active and historical orders. Each order goes through the following stages:
Accepted – The order has been confirmed by the restaurant
Prepared – Click this when the food is ready
Delivered – Click when the order has been handed over to the customer (for delivery or pickup)
Closed – Finalize the order to remove it from the active list
Staying on Top of New Orders
After completing an order:
Return to the Live Orders section to check for any new incoming orders.
This ensures that no orders are missed and helps keep operations running smoothly.
If you have questions or experience issues while managing orders, please reach out to our support team or use the live chat feature in your dashboard.
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