How to manage your orders in the Live Orders page

How to manage Dine-in orders:

  1. Go to Orders > Live Orders.
  2. Click the Live Orders tab.
  3. New orders will automatically appear as cards with the appropriate sound and colour.
  4. If you are:
    1. POS integrated - the orders will automatically move to the Completed Orders tab once they have been accepted by the POS. You don't need to touch them unless they stay on the Live Orders screen and turn red, which means they have been rejected by the POS and therefore need to be manually entered into your POS.
    2. Not POS integrated - enter the orders into your POS as you normally would so the dockets print from your POS. Mark them as completed once entered so they move to the Completed tab and you know which ones you have already been entered.

How to manage Pickup/Delivery orders:

  1. Go to Orders > Live Orders.
  2. Click on the Live Orders tab.
  3. New orders will automatically appear as cards with the appropriate sound and colour.
  4. Click Ready in... to choose the time estimate for the order.
    1. Select the minutes required to prepare the order.
    2. Click Notify customer to send a confirmation text message to the customer.
  5. Alternatively, you can click Ready now to send an SMS to the customer confirming that the order is ready to go. Please keep in mind that you can only choose one or the other.
  6. Orders that are ready for pickup will automatically move to the Ready For Pickup tab.
  7. Once the order is fulfilled, click on the order card and click Completed to move it to the Completed Orders tab.

Understanding the Live Orders page

When customers order dine-in, pickup or delivery, the orders will appear on your Live Orders page.

The Live Orders page is used to manage your orders. There are three tabs: Live Orders, Ready for Pickup, and Completed Orders.

To access your live orders, go to Orders > Live Orders.

 

New orders will appear on the Live Orders tab of this page. Here is what each colour means:

  1. Green: Order is accepted by the POS (if you are POS integrated), and a "good" sound will play.
  2. Blue: Pre-order is accepted by the POS for future delivery/pickup and a "good" sound will play.
  3. Red (only for POS integrated venues): Order is not accepted by the POS, and a "rejected" sound will play. This is not an issue from the consumer's end, but rather an issue with the integration to the POS system. You will need to manually enter the order into your POS and can later investigate why the POS rejected the order later.
  4. Orange (only for pickup and delivery orders): You have selected the expected time the order will be ready for pickup/delivery by and the SMS has been sent to the consumer.

Orders will appear as cards with the following information listed on the cards:

  1. Order grouping heading.
  2. Customer name. In the above example, the name used for the order was Mr Yum.
  3. The date and time when the order is placed. If it's a pre-order, the time counts down to the ordering window start time. If not, it counts up from the time when the order is created. It will show the date and time of the order if there are more than 24 hours between the time when the order is placed and the current time.
  4. "Pre-ordered for" date which only appears if it is a pre-order.
  5. "Delivery expected at" date.
  6. Ordering type, whether it is a pickup, delivery, or dine-in.
  7. The total amount of the order.

How to sort or filter the Live Orders view differently:

You can customise your Live Order screen to show specific orders.

  1. Click on the ⚙️ icon.
  2. Select the Order Status criteria you want to show order with. By default, these are "Pending", "Accepted", and "Ready for pickup".
  3. Select the Ordering Type criteria you want to show orders with. By default, these are "Dine in", "Pickup", and "Delivery".
  4. Select the POS status you'd like orders with to show.
  5. Select the grouping format for the orders. Orders can be grouped by the "Ordering Window start date & time", "Ordering Type option", "Table Number", or "POS status".
  6. Click Apply.

How to clear orders from the Live Orders screen

  1. Select Clear Orders button
  2. Choose what type of orders you would like to clear
  3. Select the period you would like to clear orders from
  4. Select Update