Managing Orders
Managing orders
This page is for staff and managers who handle incoming orders. Once guests start ordering from your stores, their orders arrive in a queue you work from — accepting, preparing, delivering and, where needed, cancelling them.
Viewing and updating orders is gated behind the Orders permission. If you can't see the orders queue, ask your administrator to grant it.
The orders queue
The orders queue lists the orders placed across your locations. For each order you can see its order number, status, location, total and when it was placed.
You can narrow the queue to find what you need — typically by:
- status (for example, only orders that are Paid or Confirmed),
- location,
- guest, and
- location tags.
Baskets that guests haven't placed yet (orders still in Cart) can be included or excluded from the view.
Working an order
Open an order to see its items, quantities, totals and the guest's message thread. To progress it, move it to its next status — for example from Paid to Confirmed, then Delivering, then Delivered as you prepare and deliver it. See Order lifecycle and statuses for what each status means.
As you change an order's status:
- the guest's status tracker updates in their app, and
- if your workflow has an email set for that status, the guest is emailed automatically.
Messaging the guest
Each order has a message thread shared with the guest. Use it to confirm details or send updates; ready-made messages (such as "Your order is on its way") can be set up on the store so staff can reply quickly. See Setting up ordering.
Cancelling an order
Staff can cancel an order when it can't be fulfilled. Cancelling sets the order to Cancelled and, if a status email is configured, notifies the guest.
Keeping an eye on performance
Order activity rolls up into your dashboards. The Orders and Order status statistics datasets show volume and value, delivery and cancellation rates, and how long orders take to move between statuses — useful for spotting delays and busy periods.