Orders
Track orders, mark them paid and update their status.
Every order — from the Instagram or Messenger chat, or from your web shop or menu page — lands in Orders. It’s available on Pro and above with the Orders feature switched on.
How an order works
- The customer chooses items in the chat or on your web page, picks delivery or in-store pickup (and, for pickup, a day and time), enters their name and phone (and address for delivery), and confirms.
- The order appears in your list as Pending and you get a notification, and the bell in the dashboard shows it.
- You check it, then mark it Paid when you receive the money, or Confirmed to confirm payment and the order together.
- As you prepare and send it, you move it to Shipped and then Delivered. The customer is told at each step.
Delivery or in-store pickup
Choose how customers receive orders in Settings → Store profile: Delivery only, In-store pickup only or Pickup and delivery. It applies to product orders (chat and web shop) and to menu orders.
- Delivery — the customer enters an address (and their area, if you set delivery areas).
- In-store pickup — the customer picks a day and a time to collect. No address, no delivery fee; they pay when they collect.
- Both — after Checkout the customer chooses: In-store pickup or Delivery. In the chat, the bot asks the same question.
Pickup times come from your Hours & holidays: a time every slot interval while you’re open, for the next two weeks, at least 30 minutes from now. Closed days and holidays aren’t offered. Until you set hours, pickup orders arrive without a time — confirm it with the customer.
In the order list a pickup order shows 🏪 Pickup with its time under the order number, and the order page shows the Pickup time. A free-delivery coupon can’t be used on a pickup order.
The order list
Newest orders are first. Use the search box to find an order by order number, customer name, phone or item. Use Previous / Next at the bottom for older orders.
| Column | What it shows |
|---|---|
| Order | The order number (click it to open the order) and when it was placed. |
| Customer | Who ordered. |
| Items | What they ordered, e.g. “2× T-shirt (Red / M)”. |
| Total | The amount, with the payment method underneath. |
| Payment | A Paid / Due switch you can flip right here. |
| Status | A drop-down to move the order along. |
Marking an order paid
Flip the switch to Paid when you’ve received the money. The customer automatically receives a receipt in the chat with the items, any coupon and delivery fee, the total and how they paid. Flip it back to Due if you made a mistake — no message is sent.
Statuses and customer messages
| Status | What the customer receives |
|---|---|
| Pending | Nothing — this is a new order waiting for you. |
| Confirmed | “Payment confirmed” with a full receipt. The order is also marked Paid. |
| Shipped | “Your order has shipped”, with a tracking code. |
| Delivered | “Your order was delivered — thanks for shopping with us”. |
| Cancelled | “Your order was cancelled — contact us if you have questions”. |
For pickup orders the last two steps read Ready for pickup (“Your order is ready for pickup at …”) and Picked up (“Your order was picked up — thank you”).
Order details
Click an order number to open the full order:
- Items — each item with quantity, price and line total, then the subtotal, any coupon discount, the delivery fee and the total.
- Customer — name, contact number (tap to call on a phone), email, and the order type: delivery (with address and postal code), takeaway, dine-in or a table number, plus any note.
- Fulfilment — the same status and Payment received controls as the list.
- Payment — the payment method and any reference number.
Receipts
- Open an order and press Print receipt.
- Press Print / Save PDF and choose a printer, or “Save as PDF” to send it by email.
The receipt shows your logo, store name, address and contact, the order number and date, the customer, every item and the totals, and a large PAID or PAYMENT DUE mark.
Tips
- Allow notifications on your phone so you never miss an order.
- Only mark Paid once the money has really arrived — the receipt goes to the customer immediately.
- Cancel test orders so they don’t count in your sales.