Configure Services

Your restaurant services represent the various order types you accept. View our video for an in-depth explanation of all the settings available.

There are 4 services currently available. They are:

• Pickup - orders that are picked up in-store by customers to take away
• Delivery - orders that are delivered to the customer's address
• Dine-in - orders that are placed by customers currently seated in your store
• Table booking - a reservation made for a later date and time

How To Configure Your Services

1. Visit your restaurant dashboard and go to the settings page
2. Select the "Services" tab and edit your settings as required

Enabling & Disabling Services

You can enable or disable services as needed. Go to the desired service settings and simply toggle the "Enabled" switch to enable or disable it.

You must have at least one service enabled

Service Notes

You can add custom notes for each service that will be shown to the customer when selected. Useful if you need to convey an important message to your customer

Order Timings

A customer is only able to place an order due immediately if your store is opened. Orders for a later date must be scheduled within your opening hours. As such, order timings are mostly controlled by your store opening hours. From there, each service has it's own separate order timing settings that allow your more in-depth control.

Enabling & Disabling Order Times

Under the "Order Timings" tab in the service settings, you can enable and disable both immediate and scheduled orders.

First Order Offset

This is the period of time from when your store first opens to when you will accept the first order. For example, if the first order offset is set to 30 minutes and your store opens at 9:00 am, the first order can be placed or scheduled at 9:30 am.

Last Order Offset

This is the period of time from when your store closes to when the last order will be accepted. For example, if the last order offset is set to 30 minutes and your store closes at 9:00 pm, the last order can be placed or scheduled at 8:30 pm.

Order Offset

The normal order offset only applies to scheduled orders at a later time. This is the period from now when a scheduled order can be made. For example, it's there to prevent customers from scheduling an order in the next 10 minutes instead of just asking for it to be due ASAP.

So for example, if your order offset is 30 minutes and the current time is 6:00 pm, the next time a customer can schedule an order would be 7:00 pm. If they want it before 7:00 pm, they can still just order for ASAP instead. If the order offset was 15 minutes, then the customer can order for 6:30 pm.

The order offset also acts as a cut-off point to give you time to meet the order schedule. For example, if it's 6:00 pm and your order offset is 30 minutes. If the customer is scheduling an order for 7:00 pm, they must place the order before 6:30 pm. This is to give you 30 minutes to meet the scheduled time.

If they take too long and the time passes 6:30 pm, they will receive a notification to tell them that the order has been changed to due ASAP instead of their scheduled time, 7:00 pm.

Custom Service Hours

Each service can have its own independent operating hours. Setting custom operating hours for a particular service will override the operating hours set for your store location.

Estimated Wait Times & Auto Statuses

To help you better manage your orders and customer expectations, we provide a streamlined way to calculate order wait times and automatically update statuses. There are 6 order statuses:

• Un-confirmed
• Confirmed
• Ready
• On Route (delivery only)
• Complete
• Canceled

Both estimated wait times and automated status updates are connected to the same timing settings. This is so that your status updates and wait times are in sync with each other. This avoids any customer confusion. These timing settings are:

• Time, till confirm, is the time between when an order is placed to when it's confirmed. Setting time till confirm to "0" will result in the instant order confirmation. You will need to also enable auto status for the confirmed status. 
• Time till ready is the time it takes you to prepare an order after it's confirmed 
• The time till on route status is effectively the time between when an order is prepared to when it is taken by the delivery driver. 
• Time till complete is useful for automatically marking orders as complete 

A stated, customer wait times are calculated using the above timing settings.

How estimated wait time is calculated for pickup or dine-in orders

For pickup and dine-in orders, the estimated wait time is calculating but adding the  time till confirm with the time till ready values. So for example, if your time till confirmation was 5 and your time till ready was 20. The customer would get an estimated wait time of 20 + 5 = 25 minutes.

If you have not added a value for time till confirm or time till ready, the estimated wait time would not be calculated.

How estimated wait time is calculated for delivery orders

For deliveries, the wait time is calculating by adding the time till confirm + time till ready + time till on route together. Then the driving time is added to that. The driving time is determined using an external service that takes into account traffic data. This provides the customer with an extremely accurate wait time for their order to be delivered. Assuming

If you have not added a value for time till confirm or time till ready or time till, "on route", the delivery time would not be calculated.

Automated Statuses

Automated statuses change an order's status after a set period of time has passed. This will allow you to do things such as:

• Automatically confirm new orders
• Mark orders as ready after a period of time
• Mark orders as complete after a period of time

This is very helpful if you know your business timings well and don't want to manually be updating order statuses. Auto status updates can also be enabled or disabled on a per status basis. This way you can provide estimated wait times without auto-updating statuses. Or you can just instantly confirm orders and handle the rest manually.

For automated status updates to work, you will need to enable it for a particular status and ensure the timing settings are added to that particular status.

How automated statuses work

Status updates are dependent on your timing settings, the type of order and the order due time. It's best explained through a series of examples.

For the examples, we will assume our timing settings are as follows

• Time till confirm - 10 minutes
• Time till ready - 10 minutes
• Time till on route - 10 minutes
• Time till complete - 60 minutes

Pickup and dine-in examples

If a customer places an order at 7:00 pm for pick up or dines in which is due immediately

In the event that you added an extra 10 minutes onto the customer's estimated order ready time, it will play out as follows:

If we are unable to calculate an estimated ready time for the order, for example, if the time till confirm was missing, it would play out as follows:

If a customer places an order at 6:00 pm for pick up or dine-in which is due at 7:00 pm, the following would occur:

Delivery examples

For the delivery examples, we will assume the driving time between your store and the delivery address is calculated as 10 minutes.

If a customer places a delivery order at 7:00 pm which is due immediately

If we were unable to calculate the estimated delivery time and driver pickup time, say if the time till on route was missing, the following would occur

If a customer places a delivery order at 6:00 pm which is due at 7:00 pm, the following would occur:

If a delivery order is scheduled for a later time but the estimated delivery time could not be calculated, then the ready and on route status will not update automatically.

If ever in doubt about how the auto status timings will work for your scenario, just think about how it would logically work in a way that makes sense to your customer and you. That is how we have designed it to work.