Manage incoming online orders

Incoming pickup orders queue under Open online orders with the customer's name, pickup time, and total. Your rhythm is: acknowledge it (so you've claimed it), prepare it, and complete it at handoff — or cancel it if you can't fulfill it.

Before you start

Decide who owns online orders each shift — orders nobody owns are orders nobody makes.

Steps

Watch the Open online orders list — It's on the Online Ordering page; new orders show status, pickup time, and customer.
Acknowledge new orders promptly — Acknowledging tells the team the order is claimed and being made.
Prepare for the pickup time — ASAP orders go into the queue now; scheduled pickups get staged for their slot.
Complete at handoff — Mark the order complete when the customer collects it.
Cancel when you must — Out of stock or closing early? Cancel the order and call the customer — their number is on the order.

Common mistakes

Nobody checking the queue during a rush — assign ownership per shift.
Completing orders at prep time instead of at pickup, losing track of what's still on the shelf.

Troubleshooting

An order sat unacknowledged past its pickup time.

Call the customer, make it right, and set a routine (or a dedicated screen) for watching the queue.

When to contact support

Orders appear late or out of order compared to when customers placed them.