Orders & Order Management

Track, manage, and fulfil customer orders from your TypeMenu dashboard. This guide covers viewing orders, understanding order statuses, processing orders through your workflow, and handling common scenarios.

Accessing Orders

From the Dashboard

1. Click “Orders” in the main navigation
2. View your order list with real-time updates

Quick Stats

At the top of the orders page, you’ll see key metrics:

• Today: Number of orders received today
• Active: Orders currently being processed (not yet completed)
• Revenue: Today’s total revenue from orders

Understanding the Orders List

Order Information

Each order in the list displays:

• Order Number: Unique identifier (e.g., #001234)
• Type: Delivery or Collection badge
• Customer Type: Icon showing guest or registered customer
• Customer: Name and email
• Quantity: Total number of items
• Payment: Payment status (shows “Cash - Pending” for unpaid cash orders)
• Total: Order value
• Status: Current order status
• Created: When the order was placed
• Expected: When the order should be ready/delivered

Searching and Filtering

Search: Find orders by:

• Order number
• Customer name
• Customer email
• Customer phone number

Filter by Status:

• All Statuses
• New
• Confirmed
• Preparing
• Ready
• Out for Delivery (delivery orders only)
• Collected
• Delivered
• Completed
• Cancelled

Filter by Type:

• All Types
• Delivery
• Collection

Sorting: Click column headers to sort by:

• Order number
• Total amount
• Created date

Order Statuses

Orders progress through a workflow of statuses. The available statuses depend on whether the order is for delivery or collection.

Status Workflow

Status	Description	Badge Colour
New	Just received, needs confirmation	Red
Confirmed	Accepted and ready for kitchen	Orange
Preparing	Being prepared in the kitchen	Blue
Ready	Ready for collection or delivery	Green
Out for Delivery	Driver is en route (delivery only)	Blue-grey
Collected	Customer has collected the order	Grey
Delivered	Order has been delivered	Grey
Completed	Order is fully complete	Grey
Cancelled	Order was cancelled	Grey
Held	Order is on hold	Outline

Collection Order Flow

New → Confirmed → Preparing → Ready → Collected → Completed

Delivery Order Flow

New → Confirmed → Preparing → Ready → Out for Delivery → Delivered → Completed

Viewing Order Details

Click any order in the list to view its full details.

Order Items Section

• Product names with variant information
• Quantity for each item
• Modifiers/extras applied to items
• Item notes from the customer
• Subtotals per item

Order Details

• Location (if you have multiple locations)
• Expected fulfilment time (for scheduled orders)
• Customer notes about the order

Charges & Totals

• Subtotal: Sum of all items
• Delivery fee (for delivery orders)
• Service charges (if applicable)
• Discounts applied
• Tax breakdown
• Total amount

Customer Information

• Customer name
• Email address (clickable)
• Phone number (clickable)
• Customer type (guest or registered)
• Order history count (for registered customers)

Delivery Information

For delivery orders:

• Full delivery address
• Delivery zone

Payment Information

• Payment method (Card, Cash, etc.)
• Payment status (Paid, Pending)
• Payment amount
• Payment timestamp

Customer Notifications

Track what notifications were sent:

• Notification type (Email or SMS)
• Event (e.g., Order Confirmation, Ready for Collection)
• Status (Sent, Pending, Failed)
• Timestamp

Order Timeline

Complete history of status changes:

• Each status transition with timestamp
• Time elapsed since each event
• Any notes added during transitions

Processing Orders

Confirming New Orders

When a new order arrives:

1. Review the order - Check items, special requests, delivery address
2. Click “Confirm Order” - This accepts the order
3. The status changes from New to Confirmed

If auto-confirm is enabled in your settings, orders skip the “New” status and go directly to “Confirmed”.

Progressing Orders

To move an order to the next status:

1. Open the order details page
2. Click “Update Order”
3. Select the next status from the modal
4. The order advances through the workflow

Available Status Transitions

From each status, you can progress to:

Current Status	Can Progress To
New	Confirmed
Confirmed	Preparing
Preparing	Ready
Ready	Out for Delivery (delivery), Collected (collection), Completed
Out for Delivery	Delivered
Delivered	Completed
Collected	Completed

Editing Orders

If you have edit permissions:

1. Click “Edit Order”
2. Modify the status (select from available statuses)
3. Update the expected fulfilment time if needed
4. Click “Save” to apply changes

Printing Orders

Print order receipts for the kitchen or customer:

1. Open the order details
2. Click “Print” in the header
3. A thermal printer-friendly receipt opens in a new window
4. Print the receipt (formatted for 80mm thermal printers)

The printed receipt includes:

• Order number and timestamp
• Order type and status
• Customer name and contact
• Delivery address (if applicable)
• Expected time
• All items with modifiers
• Notes
• Totals and charges

Order Types

Delivery Orders

• Customer provides delivery address
• Assigned to a delivery zone
• Include delivery fee
• Have estimated delivery time
• Can use “Out for Delivery” status

Collection Orders

• Customer picks up from your location
• No delivery fee
• Have estimated collection time
• Skip the “Out for Delivery” status

Guest vs Registered Customers

Guest Customers

• Icon: Plain user outline
• No account required
• Order information saved with the order
• Cannot view order history

Registered Customers

• Icon: User with checkmark
• Created an account on your storefront
• Can view their order history
• Shows total order count

Payment Handling

Card Payments (Stripe)

• Payment is processed at checkout
• Shows as “Paid” immediately
• Amount is captured automatically

Cash Payments

• Shows as “Cash - Pending” until collected
• Payment is collected on delivery/collection
• Mark as paid when cash is received

Managing Scheduled Orders

Orders can be placed for a future time:

• ASAP orders: Customer wants it as soon as possible
• Scheduled orders: Customer selected a specific time slot

For scheduled orders:

• The expected fulfilment time is shown in the order list
• Plan preparation to have the order ready at the scheduled time
• You can edit the expected time if needed

Common Scenarios

Customer Wants to Modify Order

1. Contact the customer to confirm changes
2. If changes are minor, add a note to the order
3. For significant changes, consider cancelling and requesting a new order

Order Needs to be Cancelled

1. Open the order details
2. Click “Edit Order”
3. Change status to “Cancelled”
4. Process any necessary refund through your payment provider

Customer Hasn’t Arrived for Collection

1. Contact the customer using the phone number on the order
2. Keep the order in “Ready” status
3. After your policy time limit, consider cancellation

Delivery Address Issue

1. Contact the customer to verify the address
2. Note any corrections in the order notes
3. Inform your delivery driver of any changes

Permissions

Access to order management is controlled by user permissions:

Permission	What It Allows
View Orders	See the orders list and order details
Edit Orders	Modify order status and details

If you can’t see or edit orders, contact your account administrator to request the appropriate permissions.

Best Practices

For Efficient Order Processing

1. Check orders regularly - Don’t let new orders sit too long
2. Confirm promptly - Customers appreciate quick confirmation
3. Update statuses - Keep statuses current so customers stay informed
4. Use the kitchen display - For high-volume operations, use the Kitchen Display System

For Customer Satisfaction

1. Review notes carefully - Don’t miss special requests
2. Call for clarifications - Contact customers if something is unclear
3. Communicate delays - Let customers know if orders will be late
4. Check before marking ready - Ensure order is complete before status update

For Accurate Tracking

1. Progress in order - Don’t skip statuses
2. Mark complete - Always mark orders as completed when done
3. Handle cash properly - Track cash payments accurately

Related Guides

• Ordering Settings - Configure order types and settings
• Kitchen Display System - Real-time order management screen
• Notifications - Customer and business notification settings
• Payments - Payment method setup
• Customers - View customer profiles and history

Troubleshooting

Orders Not Appearing

• Check that “Store accepts Orders” is enabled (Settings → Ordering → Store Status section)
• Verify your opening hours in Locations (in the main navigation)
• Ensure you have active delivery zones (for delivery orders)

Can’t Change Order Status

• Verify you have “Edit Orders” permission
• Check the order isn’t already in a final status (Completed, Cancelled)

Customer Didn’t Receive Notification

• Check the Notifications section in order details
• Verify notification is set up in Settings → Notifications
• Check SMS quota if using SMS notifications

Payment Shows Pending

• For card payments: Check with Stripe for any issues
• For cash payments: Payment shows pending until collected

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Remember: Efficient order management keeps customers happy and operations running smoothly. Keep orders moving through the workflow, communicate proactively with customers, and use the available tools to stay organised during busy periods.