Managing orders
Use the Orders board to accept, prepare, and complete orders, and adjust prep time when you get busy.
The Orders board is where you run service. It is built as a kitchen display: order tickets you can read from across the kitchen, a live timer on each, and one-tap actions to move orders forward.
The board
The board shows your active orders — the ones that are pending, confirmed, or preparing — so your team sees exactly what needs attention. It offers different views for different jobs: a food-first kitchen view centered on the tickets and timers, and a fuller view that also shows customer contact, payment, and delivery details for whoever is running expo or dispatch.
On each ticket you can tap items as they are prepared, so a large order's progress is visible at a glance.
Working an order
Move an order forward as service progresses:
- Accept a pending order. Confirming sets a prep estimate — 20 minutes by default — which the customer sees. Adjust it if the order is unusually large or simple.
- Prepare it. The kitchen makes the order; tap items as they are done.
- Mark it ready or out. For pickup, mark it Ready. For delivery, mark it Out for delivery (and assign a driver if you deliver in-house — see Delivery and drivers).
- Complete it. Once handed off or delivered, mark it complete.
See The order lifecycle for what each stage means.
When you get slammed
If tickets are stacking up, bump your prep time so new customers get a realistic wait instead of an estimate you cannot hit. Use the Too busy quick action to raise your prep time across the board, or just tell the assistant "set prep time to 45 minutes". Lower it again when you catch up.
Cancelling and refunds
If you cannot fulfill an order, cancel it. Where and how a refund is issued depends on how the customer paid — see Payment options. Refunds for card payments are handled through your payment settings; for e-transfer you settle with the customer directly.
Order details
Open any order to see the full ticket — every item and option, the customer's contact info, the payment method, and the delivery or pickup details — and to see its full timeline from placed to completed.