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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.
- 261 questions answered
- 11 topics
- Every question answered before it appears
How do I add a new building to the delivery list?Settings → Condominiums & delivery fees: name, delivery fee, optional staff-only note (gate code), press Add, tick "Visible at checkout". For long lists there is a Bulk import — which only ever ADDS; AnsweredWhat's the difference between the GPS pin and the building dropdown?The building fixes the fee and the address; the pin fine-tunes the exact spot for the rider. Customers share the pin optionally — most do, and riders love them. AnsweredWhy does my orders board only show one week?The range is capped at seven days so a busy board stays fast; ask for more and it trims and tells you in amber. Dates run in your restaurant's own timezone, and a "Today" link appears when you have dr AnsweredCan I reorder statuses, e.g. skip 'preparing'?Skipping is fine — go straight from confirmed to out-for-delivery; nothing requires every stage. The stages exist for kitchens that want them. AnsweredMy rider says the delivery link doesn't work any more — why?Links last twelve hours, work once, and die the moment the order is closed from your board. If someone already marked it delivered, the rider sees a plain "already marked delivered" screen. Genuinely AnsweredI pressed 'Start preparing' by mistake — can I go back?Yes — the live stages move freely, backwards included, because a mis-tap at the counter must be reversible. What you cannot undo: a cancellation (final for everyone) and a delivery (only the owner can AnsweredWhy can't my manager cancel a delivered order?Deliberate: a delivered order is one where cash usually already changed hands, so undoing it is kept with the owner, recorded, and announced in the managers' group. Managers still cancel anything not AnsweredWhy does the customer's total sometimes end in .25 or .75?Cash rounding: totals are settled to coin-friendly steps and the rounding is stored explicitly on the order — the receipt always shows the exact arithmetic. AnsweredWhat are the table orders showing up on my board?Dine-in orders from a table QR — the card shows "🍽 Table 12" where a delivery order shows the building and pin, and there is no rider control because nobody rides to a table. Filter by Type under "Mo AnsweredHow do I search for a customer by phone number?Type it into the Search box — two characters minimum. Spaces and dashes are ignored, and a local 05… matches the stored 9715… form, so "050 123" finds the order. The same box matches invoice numbers a AnsweredHow do I handle a no-show customer at the door?Cancel with the honest reason; stock restores. Their number stays in your customer list — you'll recognise a repeat offender by their history. AnsweredWhere do I click to open an order and see everything about it?Tap the order number on the board card — it opens the order's own page: every line with unit prices, the money breakdown exactly as charged, customer and delivery details, the rider, and a timeline of AnsweredCustomer claims they were charged wrong — how do I check?Open the order: every line, option, discount, fee and rounding is itemised as charged. The page total equals the stored total by construction — read it with the customer line by line. AnsweredA customer double-messaged asking if the order went through — how do I check fast?Search their number on the orders board — every order they placed is listed instantly. If nothing shows, the order did not go through (the platform never half-takes an order). AnsweredAn order vanished from the New tab but I never accepted it — where did it go?It aged out of the New window (two hours by default) and moved to Active — which exists precisely so an unaccepted order never falls off your working set. Lengthen the window or enable auto-confirm un AnsweredWhat is the correct flow when we run out of an item mid-order?Cancel with an honest reason (the customer is told), or call and offer a swap before cancelling. Then mark the item sold out so the page stops selling it — stock tracking would have done that for you. AnsweredDo cancelled orders count in my revenue stats?No — revenue tiles count non-cancelled orders. Cancelled orders remain visible on the board with their reason, but they don't inflate your numbers. AnsweredCan I export my orders?Order data lives permanently on the board with filters; for spreadsheet exports of orders/customers, the panel's export produces files (each export of customer data is audit-logged for your protection AnsweredWhere do customer notes appear?On the managers' ticket and the order detail. Riders see the delivery-relevant parts on their dispatch. AnsweredIs it possible to send different orders to different rider groups?Yes — Settings → Riders & dispatch groups: create a rider group per crew pointed at that crew's WhatsApp group, link each rider to their crew, and assigning that rider re-sends the ticket to their gro AnsweredThe customer's WhatsApp number was wrong — the confirmation failed. Is the order still valid?Yes — the order stands (it's on your board); only the message failed, and the Message centre shows why. Call the number on the ticket or use the pin to deliver. AnsweredHow late can a customer cancel?Customers don't self-cancel — they message you (their confirmation invites replies) and staff cancel from the board. That keeps kitchen reality in the loop. AnsweredCan I turn off the riders' group messages if I self-deliver?Point the riders' group at the same group as managers, or a one-person group of yourself — the dispatch (with its mark-delivered link) still gives you the one-tap close from the road. AnsweredDoes marking 'preparing' message the customer?No — 'preparing' is internal. Customers hear on confirmation, dispatch, delivery and cancellation. That balance keeps their chat useful, not noisy. AnsweredCustomer typed the wrong building — how do I fix the order?Call them (their number is on the ticket), agree the correction, and note it in your managers' thread. The order record keeps the original as typed — the audit trail beats silent edits. Answered
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