How to manage the order stream

Order stream

The order stream is where new orders come in, where they are marked as accepted, rejected and/or ready. The order stream will look slightly different for everyone depending on the configuration and order settings of the vendor (e.g. pay in-app vs pay on arrival, or automatic vs manual order acceptance).

The order stream is sorted by oldest order to newest order. Each order will show what has been ordered, who by, what the payment method is, if a promo code was used, and what the delivery option is.

There can be up to a 1-minute delay between when an app user places an order and when the order appears in the order stream.

When logging into the vendor portal, the order stream is the landing page. To navigate back to this page, from the left-hand side menu, select Orders > Stream.

Once an order has been completed, the order will move from the Stream to History, see how to view order history.

Acknowledging orders

The Acknowledge Order button will appear on orders in the order stream if a vendor’s order settings are set to accept/reject and the continuous new order alert is on.

When a new order is received, the system will make a continuous dinging noise until the vendor clicks the Acknowledge Order.

By acknowledging the order, the vendor is acknowledged they have seen the order has come through, however it has not been accepted or rejected yet.

Accepting or Rejecting Orders

The Accept and Reject buttons will appear on each order in the order stream if a vendor’s order settings are set to accept/reject. The vendor will need to accept or reject each individual order. This can be done before or after marking an order as paid (for Pay on Arrival) or “Attempt payment” for in-app payments.

Once an order has been accepted, app users will be sent a text message (if the feature is turned on) confirming that their order has been placed and any printer connected to the POS will print the order docket for the vendor to fulfill the order.

If an order has been rejected, the app user will be sent a text message advising their order has been rejected.

Automatically accepting orders

New orders will appear in the stream automatically accepted if a vendor’s order settings have been set to Accept All. The system will make a single ding noise to indicate an order has been received.

Marking orders as ready

Once the order has been fulfilled, click Mark As Ready to notify the app user that their order is ready for delivery or collection.

The order will be automatically moved to the Order History and move the next order up in the queue.

Marking orders as paid

If the user has chosen to pay on arrival, click Mark As Paid once the app user has paid. This can be done before or after accepting an order or marking it as ready. This button will not appear if the app user paid via the app.

Attempt payment

When a vendor has been configured to take in-app payments and set their order settings to accept/reject, the vendor needs to manually trigger taking payment from the app user by clicking the Attempt Payment button. This can be done before or after accepting/rejecting the order.

Reprinting order dockets

To reprint the order docket, click Reprint.

No Orders

If there are no new orders to be actioned, the order stream will show the below message. 

Filtering orders

If there are orders, the total number of orders in queue and the total number of orders received today will show. If tipping is enable a summary of the day’s tips are also shown above the order stream. This can be filtered using the drop downs located along the top.