Managing Online Orders
When customers place orders through your public storefront, they automatically appear on the Order Board.
#
Order Flow
1. Customer browses your online menu at your custom URL.
2. Customer adds products to cart and selects fulfillment type (pickup or delivery).
3. Customer enters their information and selects a payment method.
4. Order is created and appears in the Queue column on the Order Board.
5. Staff member picks up the order and moves it through fulfillment.
6. Customer receives status updates via SMS.
7. Order is completed when picked up or delivered.
#
Pickup Orders
- Customer selects a pickup time window during checkout.
- The Order Board shows the requested pickup time.
- Staff preps the order and marks it Ready for Pickup.
- Customer arrives and shows their order confirmation.
- Staff completes the order and collects payment.
#
Delivery Orders
- Customer enters their delivery address.
- System validates the address is within a delivery zone.
- Delivery fee and estimated time are shown to the customer.
- Order appears on the Order Board in Queue.
- Staff assigns the order to a driver.
- Driver picks up the order and starts the route.
- Customer receives tracking link via SMS.
- Driver completes delivery with proof capture.
#
Payment Handling
Pay in Store
- Customer pays when picking up or at delivery.
- Payment is captured at order completion.
Pay by Bank (ACH)
- Customer authorizes payment during checkout.
- Payment is captured when the order is completed.
- If authorization fails, the order is flagged.
Cash on Delivery
- Customer pays cash when the driver arrives.
- Driver collects and records the cash amount.
#
Order Quotes
Before completing checkout, customers can request an order quote that shows:
- Itemized pricing.
- Applicable discounts.
- Tax calculation.
- Delivery fee (if applicable).
- Total amount.
This ensures price transparency and reduces disputes.
#
Cancellations
- Customers can cancel orders before fulfillment begins.
- Cancelled orders are removed from the Order Board.
- If payment was authorized, it is automatically voided.
- Cancellation reason is logged for analytics.
#
Cross-Store Fulfillment
If an item is out of stock at the customer's selected store:
- The system suggests an alternate store that has the item.
- Or the system can split the order across multiple stores.
- This maximizes order completion rates.