Managing Orders
Your order queue is where you manage incoming orders from start to finish. This guide covers viewing orders, updating statuses, filtering and searching, and best practices for smooth order fulfilment.
Accessing the Order Queue
- Go to Orders in your admin panel
- View pending, in-progress, and completed orders
- Click any order to see full details
Order Queue Overview
The order queue displays all your orders in a list or card view.
What you see:
- Order number — Unique identifier (e.g., #1234)
- Customer name
- Fulfilment type — Delivery, Pickup, or Table Service
- Order status — Pending, Preparing, Ready, Completed, Cancelled
- Order time — When the order was placed
- Order total — Final price including fees and VAT
How it's organised: Orders are typically sorted by time, with the most recent at the top. Urgent or pending orders may be highlighted.
💡 Tip: Keep the order queue open during service so you never miss an order.
Order Statuses
Each order moves through a series of statuses as you prepare and fulfil it.
Pending
Order has been placed and is awaiting acknowledgement.
What to do: Review the order details and start preparation.
Preparing
You're actively preparing the order.
What to do: Update to this status when you start cooking or assembling the order.
Ready
Order is complete and ready for delivery, pickup, or table service.
What to do:
- Delivery: Hand to driver or courier
- Pickup: Wait for customer to collect
- Table Service: Deliver to the table
Completed
Order has been fulfilled and delivered to the customer.
What to do: Mark as completed once the customer has their order.
Cancelled
Order has been cancelled (by you or due to an issue).
What to do: Follow the cancellation process if you need to cancel an order.
Updating Order Status
Keep customers informed by updating order status as you work.
How to Update Status
- Open the order in your admin panel
- Find the Update Status dropdown or buttons
- Select the new status
- The order updates immediately
How it affects customers:
- Status updates appear on the customer's order tracking page
- Some status changes trigger notifications (if SMS is enabled)
💡 Tip: Update statuses promptly. Customers check their tracking page frequently, and seeing progress builds confidence.
Order Details Panel
Click any order to open a detailed side panel or page.
What you see:
- Customer information — Name, email, phone, address (for delivery)
- Order items — Item names, quantities, modifiers, prices
- Order total breakdown — Subtotal, VAT, delivery fee, discounts, final total
- Fulfilment details — Type, scheduled time (if applicable), table number (for table service)
- Special instructions — Customer notes or requests
- Order history — Status changes and timestamps
Customer Information
Use customer details to:
- Contact them about order issues
- Verify delivery addresses
- Confirm pickup times
Order Items
Review items carefully to ensure accurate preparation.
Details include:
- Item name and quantity
- Item names, quantities, and specifications
- Individual item prices
- Subtotal for each item
Order Total Breakdown
See how the final total is calculated:
- Subtotal: Sum of all items before fees and VAT
- Delivery fee: Flat fee if applicable
- Discount: Any promo code applied
- VAT: Calculated on non-exempt items
- Total: Final amount charged to the customer
💡 Tip: If a customer queries their total, use this breakdown to explain the charges.
Filtering Orders
Use filters to focus on specific order types or statuses.
Filter by Status
Show only pending, in-progress, or completed orders.
Use case: Filter to "Pending" during busy periods to prioritise incoming orders.
Filter by Fulfilment Type
Show only delivery, pickup, or table service orders.
Use case: Filter to "Delivery" to coordinate with drivers.
Filter by Date or Time
Show orders from a specific day or time range.
Use case: Review yesterday's orders or track today's lunch rush.
Searching Orders
Search for specific orders by customer name, order number, or other details.
How to Search
- In the Orders page, find the search box
- Enter the customer's name, order number, or keywords
- Matching orders appear instantly
What you can search:
- Customer name
- Order number
- Customer name and order number
💡 Tip: Use search when a customer calls to check on their order. Look them up by name or order number.
Fulfilment Badges
Orders display badges or icons indicating fulfilment type.
Examples:
- 🚗 Delivery
- 🛍️ Pickup
- 🍽️ Table Service
How it helps: Quickly identify how each order should be fulfilled without opening details.
Urgent Orders
Orders that require immediate attention may be highlighted or flagged.
What makes an order urgent:
- Placed a long time ago and still pending
- Scheduled for a time that's approaching
- Customer has requested priority
How they're marked: Highlighted in red, marked with an "Urgent" badge, or moved to the top of the queue.
💡 Tip: Check for urgent orders first thing each shift and during busy periods.
Real-Time Updates
The order queue updates in real-time as new orders arrive.
How it works: Ordery automatically refreshes the order list when a new order is placed. You don't need to manually reload the page.
How it helps: You'll see new orders appear instantly, ensuring nothing is missed.
Best Practices
Start Every Shift with a Queue Review
- Check for overnight or early orders
- Prioritise pending orders
- Update any statuses that weren't marked last shift
Keep Statuses Up to Date
- Mark "Preparing" as soon as you start cooking
- Mark "Ready" when complete
- Mark "Completed" after delivery or handover
Communicate with Customers
- Call or text if there's a delay
- Confirm delivery addresses if they seem unusual
- Apologise and offer solutions for issues
Use Filters During Busy Periods
- Filter to "Pending" to see what's next
- Filter to "Preparing" to track active orders
- Filter by fulfilment type to coordinate with drivers or front-of-house staff
Check Scheduled Orders in Advance
- Review upcoming scheduled orders at the start of each day
- Plan ingredient prep and staffing accordingly
- Contact customers early if you can't fulfil a scheduled order
Monitor Order Times
- Track how long orders stay in each status
- Aim for consistency (e.g., all orders "Ready" within your prep time)
- Adjust staffing or processes if orders are taking too long
Common Questions
Q: What if I accidentally mark an order as completed? You can update the status back to "Preparing" or "Ready". Order history tracks all status changes.
Q: Can I edit an order after it's been placed? Order editing after payment is not supported. If changes are needed, cancel the order and issue a refund, then have the customer place a new order.
Q: How do I know when a new order arrives? The order queue updates in real-time. Keep the Orders page open during service to see new orders as they arrive.
Q: Can multiple staff members view the same order at once? Yes, your team can all access the order queue simultaneously. Coordinate to avoid duplicating work.
Q: What if a customer hasn't picked up their order? Check the "Ready" list for orders waiting collection. Contact the customer by phone or email to remind them.
Q: How long should I keep completed orders visible? Completed orders remain in your history indefinitely. Use date filters to focus on recent orders.
Q: Can I print orders for the kitchen? Order printing is not currently built in. Keep the admin panel open on a kitchen screen or tablet, or use a browser print function (Ctrl+P) for individual orders if needed.
What's Next?
With order management mastered, explore:
- Cancellations & Refunds — Handle cancellations and issue refunds
- Notifications — Set up SMS alerts for customers
- Best Practices — Tips for busy periods and efficient workflows