Managing Orders

YQueue OMS' order management interface has been designed to provide you with a powerful interface to manage your orders simply and efficiently.

Take Away

When a take away order is placed it immediately becomes visible in the YQueue OMS dashboard.

Preparing the order

If the order is "ASAP", it will immediately be placed in the "In Kitchen" dashboard view, the kitchen slip will print and the order notification sound will be played. Scheduled orders follow the same workflow, however their transition to "In Kitchen" is based on the the date & time when preparation should commence.

Marking the order as ready

When the kitchen has finished preparing the order the "Order Ready" button should be tapped so that the customer is notified. If the customer is already waiting, you can immediately mark the order as complete instead.

Marking the order as complete

When the customer has collected their order the "Complete" button should be tapped so that the order is "closed off".

Marking the order as cancelled

A take away order can be cancelled up to the point that it is marked as complete. Cancelling an order does not refund the customer.

Marking the order as refunded

A take away order can be refunded at any time. For more information, see this article.

Viewing the order history

Simply tap the "Order History" tab for a chronological list of actions that have been performed against the order.

Dine In

When a dine in order is placed it immediately becomes visible in the YQueue OMS dashboard.

Preparing the order

If the order is "ASAP", it will immediately be placed in the "In Kitchen" dashboard view, the kitchen slip will print and the order notification sound will be played. Scheduled orders follow the same workflow, however their transition to "In Kitchen" is based on the the date & time when preparation should commence.
Marking the order as ready
When the kitchen has finished preparing the order the "Order Ready" button should be tapped so that the customer is notified. If the customer is already waiting, you can immediately mark the order as complete instead.
Marking the order as complete
When the customer has collected their order the "Complete" button should be tapped so that the order is "closed off".
Marking the order as cancelled
A dine in order can be cancelled up to the point that it is marked as complete. Cancelling an order does not refund the customer.
Marking the order as refunded
A dine in order can be refunded at any time. For more information, see this article.

Viewing the order history

Simply tap the "Order History" tab for a chronological list of actions that have been performed against the order.

Delivery

When a in-house delivery order is placed it immediately becomes visible in the YQueue OMS dashboard and our system will start searching for a driver.

Driver matching
When the customer places their order the system will immediately start looking for a driver to assign to the order based on the delivery workflow configured in the merchant console.
If "In-House" is configured as the first step in the workflow then YQueue OMS' will prompt the merchant to accept the delivery order before continuing to the next step in the workflow.
As long as the order has not been cancelled or assigned another delivery driver it is possible for a merchant to tap the "Deliver In-House" option and deliver the order themselves.
Preparing the order
Once the order is assigned a driver it will be scheduled for the kitchen.
ASAP orders will be sent to the kitchen within a few seconds of being scheduled, while other orders will follow the kitchen preparation time configured in the merchant console.
In OMS v3.2 (and later) it is possible to send the order to the kitchen regardless of whether a driver has been assigned.
Marking the order as ready
When the kitchen has finished preparing the order the "Order Ready" button should be tapped. At this point the order should be handed to the delivery driver.

In OMS v3.2 (and later) it is possible to mark the order as ready regardless of whether a driver has been assigned.

Marking the order as en-route
If the merchant is delivering the order themselves it is possible to mark the order as en-route.
An in-house delivery order must be marked as en-route when collected by the driver to ensure that the customer can prepare for the order's arrival.
For orders that are being delivered by an external delivery partner, this process will happen automatically (with the exception of GoGoX & Rida).
Marking the order as complete
If the merchant is delivering the order themselves it is possible to mark the order as complete once a successful delivery has taken place.
An in-house delivery order must be marked as en-route before it can be marked as complete.

For orders that are being delivered by an external delivery partner, this will happen automatically.

Marking the order as cancelled
It is possible to cancel an order at anytime before a delivery partner is assigned.
If a delivery partner has been assigned it may still be possible to cancel an order - simply checked if the "Cancel Order" option is available.
Marking the order as refunded
A delivery order can be refunded at any time. For more information, see this article.
Viewing the order history
Simply tap the "Order History" tab for a chronological list of actions that have been performed against the order.

FAQ

I'd like to automatically mark my orders as complete after a period of time.

To enable this feature hit the settings cog in the bottom right of the screen and tap "Auto Mark As Complete". The countdown for automatic completion will start when the order is sent to the kitchen.

Please note the following:

  • This feature is controlled by our back-end servers so we can notify customers in the instance of your device losing network connectivity
  • Changing this setting only applies to orders that are created after the change is saved
  • Orders that have an unpaid balance will not be auto-completed

I'd like to return to the dashboard when an order is marked as complete.

To enable this feature hit the settings cog in the bottom right of the screen and tap "Go To Orders Tab When Orders Are Marked As Complete".

I'd like kitchen slips to print when an order is placed, not when sent to the kitchen.

To enable this feature hit the settings cog in the bottom right of the screen and tap "Immediately Print Orders". It is possible to toggle this option independently for delivery orders.

Please note that if you already have orders that are yet to be printed, they will still be printed when they're sent to the kitchen. This is to avoid you missing an order.

I'd like to automatically accept unpaid / "Pay @ Counter" orders.

To enable this feature hit the settings cog in the bottom right of the screen and tap "Auto Accept Unpaid Online Orders".

Please note that changing this setting only applies to orders that are created  after the change is saved.

I'd like to change the notification that is played when an order is sent to the kitchen.

To manage the notification feature, hit the settings cog in the bottom right of the screen and scroll to the "Notifications" area.

My customer added a note to their order - where will it appear?

Customer notes are visible in the order management interface and will automatically print on kitchen slips. Customer notes do not print on tax receipts.

I need to cancel a delivery order but it has already been assigned a driver - what do I do?

Please contact your account manager for further assistance.