How to take and prepare an order

Every order your customers place lands in one list, so you always know what needs doing next. This page walks you through an order from new to done.

Steps

1. In the Merchant Portal, open Orders, then All Orders.
2. Open a new order. Check the items and the pickup code.
3. Press Accept.
4. Press Start Preparing when you begin, then Ready for Pickup when it is done. Your customer gets a text that it is ready.
5. When the customer arrives, mark the order as picked up. For age-restricted orders, you confirm that you checked their ID.
6. For a delivery order, press Mark Ready after you accept it. If you use on-demand couriers, one is booked for you automatically.
7. Orders placed for a later time wait under Scheduled. They show up as new orders when it is time. Past orders are under History, with search and filters.

If an item runs out

1. Open the order and press Modify.
2. Reduce the item, remove it, or swap it for something similar. Add a note for your customer.
3. Press Send to Customer. They get an email and a text with a link.
4. Your customer sees what changed and the new total, then accepts or declines. If they accept, they only pay the new total.
5. If they agree on a phone call instead, a manager presses Customer approved by phone, notes who they spoke to, and confirms.

Good to know

• The bell at the top of the portal shows how many new orders, customer questions and other alerts are waiting. Tap it to jump to the right page, or open View all notifications for the full list.
• Curbside orders show you when the customer has arrived and which car to look for.
• Payment is collected when the order is picked up. For courier deliveries, that happens when the courier picks it up.
• Every change to an order is saved with the name of the person who made it and the time.
• Restaurants can also use a full-screen kitchen screen that rings until someone accepts.