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Ask a questionRestaurant owners, comparing notes
Questions about running a restaurant on Get Menu, answered by the team and kept public so the next person finds them. Also see the help centre.
- 1024 questions answered
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A regular got three review requests in one afternoon. How many follow-ups can one customer get?One review request and one re-order nudge per number at a time, and at most two follow-ups per number in twenty four hours, however many orders they placed; a later order's follow-up is retired rather AnsweredCan the re-order nudge say something different each time, in my own words?Yes. Under Settings → Automations, Re-order nudge, the box Your own wordings takes one message per line, with {restaurant} for your name, {link} for your ordering page on every line, and {code} for th AnsweredCan I charge delivery by how far the customer is instead of by building?Yes. Under Settings → Delivery by distance choose By distance from my kitchen, set your kitchen's location, and add up to twelve bands of Up to (km) with a fee, an estimated delivery time in minutes a AnsweredA customer paid the rider by card but the order says cash. Can I change how an order was paid?Yes, from the All tab of the orders board with an owner login. Each order has a payment method select: an online or QR order moves between cash and the card machine, a POS sale paid in one go moves be AnsweredCan customers choose the crust, the size and the toppings when they order pizza online?Yes, through option groups on the dish. Under Menu, add a Size group marked Must pick, a Crust group marked Must pick, and a Toppings group with a Max picks number and a price on each topping. On the AnsweredHow does online ordering for restaurants actually work here, from the moment a customer opens my link?They open your address, see your menu, and add dishes to a cart, answering any choices a dish asks for. At checkout they drop a map pin, pick their building from your list, type the unit number and th AnsweredIs there a touch screen ordering system for customers standing at my counter?Not a [kiosk](/blog/self-ordering-system-for-restaurants), no. What you have instead is the customer's own phone: a QR card from Settings → Tables & QR ordering opens your menu with the table already AnsweredMy app is not on your list. Can I still get its orders on my board?Yes, by hand. Use The manual door on the Delivery apps page: pick the app, type its order code, the customer, the lines with prices, the [delivery fee](/delivery-dispatch) and any discount, and press AnsweredIs commission free online ordering really possible?On your own page, yes: an order placed on your Get Menu link pays no commission to anybody, and we take no share of it. The apps are a different matter. They charge their own commission on their own o AnsweredHow do I run an order delivery system for my own drivers and the apps' drivers at the same time?They run side by side without mixing. An order from your own page is yours to deliver: pick a rider on the board and the ticket goes to their [WhatsApp group](/whatsapp-ordering). An order from a deli AnsweredA WhatsApp message with no order number is sitting in the box on my orders board. Can I remove it?Yes. The box called WhatsApp messages we could not match shows one line per hidden name with all of its messages, six names per page. Type the order number, the booking number or the phone number and AnsweredCan I set a minimum order for delivery, and free delivery above a certain amount?Both live on Settings → Ordering rules. Minimum order is measured against what the customer actually pays, so a bundle price or a discount can push a cart under it, and the checkout refuses with a cle AnsweredHow long before the apps actually start sending me orders?That depends on the app rather than on us. Deliveroo issues its keys through its own developer portal, so you can be running the same day. Talabat and foodpanda hand out access after a partner request AnsweredDo I need a developer to connect a delivery app?No. Every box on the form is something the app hands you: your store id and the keys they issued. You paste them in and press Connect. The only step outside Get Menu is copying one address from our pa AnsweredCan I use this as food delivery dispatch software for my own drivers?Yes, through WhatsApp. Set up your riders under Settings → Riders & dispatch groups, with a group for each crew if you run more than one. On the [orders board](/docs/orders) pick the rider and press O AnsweredThe app would not take our refusal. Now what?Your side is still right: a refused order is cancelled here. The message on screen tells you the app did not take it and asks you to tell them by hand on their tablet, which is the honest instruction AnsweredWhy did a customer get a WhatsApp from us at six in the evening about tomorrow's order?That is the day before reminder for an order booked for later. When an order is booked at least a day ahead, a reminder goes at 18:00 the day before, in your restaurant's time zone. It is not sent if AnsweredCan I get Talabat and Deliveroo orders on the same screen as my own?Yes. That is what the delivery apps connection is for. An order from one of the online food delivery platforms becomes an ordinary order here: your next order number, your [orders board](/docs/orders) AnsweredA customer paid cash on delivery and now wants a refund. What does the system do?The money side is yours, because no money ever moved through us. If the order is still live, cancel it with a reason and the customer is told, and stock, a [coupon](/docs/promotions) use and any loyal AnsweredWhat happens to an order placed one minute before I close?It is accepted, because it arrived inside your working hours. Outside your hours the page shows your closed screen with a countdown, and even a cart built earlier is refused at checkout with a message AnsweredDo app orders show in my reports and my daily total?Yes. They are ordinary orders, so they appear on the [orders board](/docs/orders), in the orders export and in your monthly figures with everything else. That is the point of doing your food delivery AnsweredA customer with a Saudi number wants to order from my Dubai page. Will the checkout accept it?Yes. The phone field carries every country code, and the number is checked against that country's real numbering rules, so an impossible number is refused and a real one is accepted. The WhatsApp conf AnsweredWhere do I accept or refuse an app order?Two places, and both of them tell the app. The Orders from the apps panel on the Delivery apps page, and the kitchen screen, where the ticket shows Accept the order and Refuse instead of the usual Rea AnsweredCan a customer cancel an order they booked for later, or do they have to call me?They can cancel from their own order page until the deadline you set, as long as the kitchen has not started. The deadline is the slot time minus the cancel hours on Settings → Ordering rules, and the AnsweredI marked an order delivered but the customer says the rider has not arrived yet. Can I undo it?Delivered is almost the end of the road. From Delivered the only move is to Cancelled, and only the owner can do that, because the stamps, the [coupon](/docs/promotions) and the review request have al Answered
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