Merchant guide
Learn onboarding, operations, redemption, and settlement workflows.
Orders tabs and order detail
Tab names differ by build but usually map to new, in progress, completed, and problem states.
Description
Manager / expeditor / cashier with orders permission: the Orders tab is your control tower for deal-driven orders. Read-only staff may see lists without action buttons.
Steps
- Open Orders from the bottom bar; if missing, your role lacks permission—see Tabs and roles.
- Choose the tab that matches your shift workflow—examples: Active, Upcoming, Completed, Needs attention (labels vary).
- Pull to refresh at shift change; stale lists cause wrong prep runs.
- Tap an order row to open detail: verify pickup time, items, customer notes, and allergy flags your kitchen must honor.
- Use status buttons (Accept, Prepare, Ready, Handed over) exactly as trained—some transitions are irreversible.
- If the guest requests a change that the app cannot apply (portion swap), follow offline policy and document in internal notes if available.
- When an issue is policy-level (chargeback risk, food safety), move to Customer after-sales instead of improvising in chat.
Screenshot: detail screen with status buttons.
If something goes wrong
- Order stuck in wrong tab: status machine may need manager unlock—do not force-complete if inventory was not delivered.
- Customer name missing: privacy modes may hide it—rely on order code at pickup.
- Duplicate orders: compare timestamps; merge kitchen tickets manually per SOP.
Next
Customer after-sales on the merchant side · Refund policy for published rules