Frequently asked questions

Does OrderUp take a cut of my orders?

No. Customer payments go directly to your Stripe account. Your only costs are the flat monthly subscription and Stripe's standard card processing fees — the same fees you'd pay running your own terminal.

Do my customers need an account to order?

No. Checkout is guest-only: name, phone, email, pay, done. Less friction, more completed orders.

Can I use my existing website?

Yes — see Using your own website. You link your “Order Online” button to your OrderUp ordering page and keep everything else as-is.

Can I change my web address later?

Your subdomain is permanent once your site is published, so pick it carefully. (Before publishing, you can change it freely.)

How do refunds work?

In your Stripe dashboard. Cancelled orders in OrderUp link you directly to the payment so a refund is two clicks away. OrderUp itself never moves money.

What about delivery?

OrderUp is pickup-only today. Delivery zones with per-zone fees are on the roadmap.

Can I pause orders when we're slammed?

Yes — one click on the Live orders screen pauses new checkouts for 15/30/60 minutes or until you resume. There's also a “Close for today” switch under Hours for unexpected closures.

What happens when an item sells out mid-service?

Flip the item's in stock toggle off in the Menu dashboard. It vanishes from the storefront instantly. Anyone who had it in their cart gets a friendly message at checkout instead of a surprise.

Does OrderUp handle my sales tax?

We apply the flat rate you configure and show it as a separate line, but collection and remittance are your responsibility — OrderUp is not a tax service.

Is my site accessible?

Yes. The storefront template meets WCAG 2.1 AA, and the color picker refuses combinations that would break readability — so it stays accessible even after you customize it.

Can my staff have their own logins?

Not yet — one owner login per restaurant today. Staff roles are planned.

How do I get my data out?

Account & billing → Export your data gives you menu and order CSVs anytime, including for 30 days after cancellation.