Manage Orders

OrderLine lets you receive, view, update, and print orders from all your connected platforms in one place.

Receive Orders

Upon order receipt, OrderLine displays it under the In progress or Upcoming tab, based on the delivery date. New orders are marked with a bell icon, and a sound notification can be played. The icon is dismissed and the sound stops when the order is opened for the first time.

To configure sound notifications, go to the Settings page and open the Notifications tab. For more information, see Notifications.

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IMPORTANT NOTE: Browsers may block sound notifications. To keep them permanently enabled, follow the instructions in the FAQ How Do I Keep Sound Notifications Enabled.

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View Order Details

To view the order details, click on the order thumbnail. In Grid mode, the details open in a popup. In List mode, the details appear on the right side of the screen.

Order details display the following information:

• Order channel and collection code. The collection code is a short ID provided by the ordering platform.
• Brand name, for restaurants that operate multiple brands from the same location.
• Current order status.
• Service type: Delivery, Collection, or Eat-in. For eat-in orders, the table name is also displayed.
• Expected time for delivery or collection. When the order is due within the next hour, a countdown shows the remaining time.
• List of products, with quantities, options, and customer notes.
• Charges, discounts, and total amount.
• Available actions for the order. For more information, see Actions.
• Payment method and status.
• Customer name, phone number, email, and delivery address.
• Loyalty card information, if available.

Delivery Information

For delivery orders, the order details also include:

• Delivery status (en route for pickup, waiting, delivering, delivered...), driver name, phone number, and phone access code.

• A QR code for the driver to scan and confirm the order pickup. Available for restaurants that handle their own deliveries.

Actions

The following actions are available from the order details:

• Status buttons (for example ACCEPTED, IN DELIVERY): update the order to the next status in the workflow. Multiple buttons may appear if the current status allows several transitions. For more information, see Update Order Status.
• VIEW MAP: display the customer and driver positions on a map. This button is available for delivery orders when at least one set of GPS coordinates is provided. For more information, see Map View.
• PRINT: print the order receipt. For more information, see Print Orders.

Map View

The map view shows the customer position with a home icon and the driver position with a scooter icon. Each icon is only displayed if the ordering or delivery platform provides the respective GPS coordinates. A tooltip next to the driver shows their name and when the position was last updated.

Update Order Status

To update an order's status, open the order details and choose the appropriate status button.

Depending on your OrderLine configuration, you may have the option to add extra details during specific status updates. To adjust the configuration, see Additional Data Prompt. These prompts can be useful in certain situations, such as:

• Adding an Additional delay when accepting an order that cannot be prepared in time. You can choose from predefined values (+5 min, +10 min, +20 min) or enter a custom delay. The customer and the platform are automatically notified of the delay.

• Providing an optional Message for the customer when marking an order as Cancelled, to justify the cancellation.

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IMPORTANT NOTE: Your online ordering system must support delivery time updates and messaging for additional data prompts to be taken into account.

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Certain status updates, such as marking an order as Completed, cause the order to move to the Finished tab. To configure which statuses are treated as finished, see Mark Orders as Finished.

Print Orders

OrderLine supports printing on any printer recognised by your web browser via the system's print dialog.

To print an order receipt, follow these steps:

1. Open the order details.
2. Click PRINT.
3. Follow the instructions on the browser print dialog.

Receipt Content

Receipts include the following sections, from top to bottom:

• Location name, or brand name if the restaurant operates multiple brands from this location.
• Service type (delivery, collection, or eat-in), expected time, payment summary, order channel and collection code.
• Customer name, phone number, and phone access code.
• For delivery orders: delivery address, delivery notes, and GPS coordinates if available.
• Products grouped by deal, with quantities, options, and customer notes. Standard options that were removed are struck out. Charges, discounts, total amount, and payment due.
• Customer notes, if any.
• Loyalty card information: points earned and current balance, if available.
• Order reference and creation date
• Delivery QR code if available.
• Location name, address, and a thank you message.