How do I run collection and delivery orders?

Orders your team keys in and their payment links, collection and delivery on the Orders screen, failed deliveries, the unseen-order alert and pausing.

Part of How do I set up collection and delivery ordering?. This part covers running the orders: ones your team keys in, what happens after an order arrives, collection and delivery on the Orders screen, and the safety valves if nobody sees an order.

Orders your team keys in

Orders your team keyed in that haven't been paid for yet show in an amber Awaiting payment band at the top of the Orders screen's Counter layout (the Pass and Wall layouts never show it — nothing there is cooking) — the guest's name, collection or delivery, the amount, the time it was promised for, and whether their payment link is still live or has expired. The band is live: an order keyed in on another device appears here the moment its link is created, and leaves the moment the guest pays. Nothing in that band is being cooked: an order only reaches the kitchen once the guest pays. A card order's payment link lasts until shortly after the food is due (not a flat three days), so if the guest lost it or rang back later, Resend link (or Send a new link once it's expired) sends a fresh one — by email where there is one, and by text only if the first link went by text (so nobody is charged a credit twice over) — and re-times the food from your current wait, so the kitchen ticket is never for a time that's already passed. The prices stay as they were quoted. If the order has no email or phone on it, the fresh link is copied for you to share yourself. To change an order that hasn't been paid for yet — the guest rings back to add a dessert, say — use Edit order on its row: the order-taking screen opens with everything filled in, and saving prices it again and sends the guest a new payment link with the new total, the same way the first one went (email, and a text only if the first link was texted — you can change the ticks). The old link stops working and tells the guest it was replaced, so they can never pay the wrong amount. Once an order has been paid, it's changed from the Orders screen instead (Edit order on the order — see How do I take and change orders at the venue?).

When you key in a card order, the form asks how the link should go out, exactly as the booking payment-link dialog does: Email the link (ticked when there's an email — it costs nothing) and Text the link (uses 1 credit), which starts un-ticked because every text spends one of your credits. Either way you can copy the link and share it yourself. The payment-link email names the terms the guest agrees to by paying and links them, and once paid, the guest can re-read the terms they agreed to from their order status page (Order Terms).

After the order arrives

Once the order arrives, the same status page can offer two extras: for 24 hours the guest can add a tip — no fees are ever taken from tips (see How do tips added after the order work?) — and, where your venue has guest reviews switched on, a "Leave a review" card lets them rate the order for your venue page (see How do guest reviews work?).

On the Orders screen

On the Orders screen, collection and delivery orders carry channel badges and sort by when they're due; the card's big button follows the channel — Ready to collect then Collected for collection, Ready then Out for delivery then Delivered for delivery — on an Everything screen too, even with orders split by station (one tap marks every station's part done, and the guest's status page shows the ready step). If a driver can't deliver, the order's panel has Delivery failed… — it records the time and a note for your records, the guest's status page says you'll be in touch, and the daily sales email counts failed deliveries per channel. To send the driver back, tap Out again on the card: the guest's page drops the "please call us" line and says the order is on its way again, the card shows Out for delivery · 2nd try, and Delivered follows as usual (the failed attempt stays in the order's record). Or reject and refund from the same panel.

If nobody sees an order

Two safety valves, both in the Collection & delivery section:

• Unseen-order alert — if a new remote order isn't acknowledged within your alert time (5 minutes by default), staff get a loud escalation alert.
• Pause automatically — optionally, if orders keep going unseen, new remote orders pause by themselves until someone resumes them. Nothing is ever auto-refunded — orders already paid stay on the board for your team.

There's also a manual Paused switch per channel for a breather mid-service — guests see an honest "back shortly" message, and orders already placed are untouched. On the Orders screen, the Pause button asks which orders to pause when more than one channel is on — everything, at-table only, collection only or delivery only — and each paused channel gets its own strip with a one-tap resume.

Related: How do I set up collection and delivery ordering? · What do guests see when they order collection or delivery? · How do I run the Orders screen? · How do I take and change orders at the venue? · Kitchen printing · How do tips added after the order work? · How do guest reviews work?