Managing orders
Live orders is your home screen during service. Keep it open on a tablet or laptop near the kitchen — it updates itself and chimes when an order arrives.
The life of an order
- Pending — paid and waiting for you. The card is highlighted amber with a running timer until you accept. The customer has a 2-minute window to self-cancel while an order is still pending.
- Accepted — you've claimed it; the customer gets an email that the kitchen is on it.
- Preparing — optional in-between state for busy boards.
- Ready — the customer gets a “come pick it up” email.
- Completed — handed off. Done.
Each card shows the items with modifiers and any notes, pickup time (ASAP or the scheduled slot), the total, and the customer's phone number in case you need to call.
Notifications
Every new order triggers, redundantly:
- An email to your restaurant address
- A visual alert on the Live orders screen
- An audible chime (plus a browser notification if you've allowed them)
Quiet hours (under Notifications) silence the chime during the times you choose — overnight, say — while emails and visual alerts continue.
Cancelling and refunds
You can cancel any order before it's completed — the customer is emailed automatically. Cancelling does not refund automatically: the cancelled card shows a Refund in Stripe link that takes you to the exact payment in your Stripe dashboard, where you issue the refund.
Customers can cancel on their own only within 2 minutes of ordering, and only if you haven't accepted yet.
Pausing orders
Slammed? The pause bar at the top of Live orders stops new checkouts for 15, 30, or 60 minutes — or until you resume. Your storefront stays up and shows “Not accepting orders right now.” Orders already in flight are unaffected.
Records and exports
Past orders are always available as a CSV from Account & billing → Export your data — handy for bookkeeping or your accountant.