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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.
- 998 questions answered
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- Every question answered before it appears
Why 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](/docs/dine-in). On the board card the customer's line ends in bold with "· Table 12" where a delivery order would carry the building, unit and map pin — a table order 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. AnsweredDo orders from a table QR code go to my riders' group?No. A table order is not a delivery, so no rider is dispatched and no address is asked for. The managers' group gets the ticket with the table name on it, and the kitchen screen shows it with the tabl 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](/docs/orders) — 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?Yes — 'Export these orders' on the Orders board. Choose your own From and To (up to 31 days at a time, so a whole month fits) and you get a CSV with one row per order: reference, time, status, type, i AnsweredCan my customers pay by card online when they order, or is it cash only?Payment is on delivery, not online. At checkout the customer chooses cash or your card machine, the choice is recorded on the order, and the delivery ticket tells the rider whether to carry the machin AnsweredWhere do customer notes appear?On the managers' ticket and the order detail. [Riders](/delivery-dispatch) 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](/whatsapp-ordering), link each rider to their crew, and assigning that rider re-sends t 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 my customers track the rider on a live map like the big apps?Not a moving dot, no. What the customer gets is a status page that updates as you move the order along, and a WhatsApp when it is confirmed, on its way with the rider's name and phone, and delivered. AnsweredCan I turn off the riders' group messages if I self-deliver?Point the [riders' group](/delivery-dispatch) 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 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. AnsweredIf the apps bring me customers, why bother with my own ordering page?Because an app gives you an order, not a customer. It keeps the phone number, so you cannot follow up, cannot give a stamp and cannot message them again. An order on your own page gives you all three, 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. AnsweredCan my manager download the orders as a spreadsheet, or is that owner only?Owner only. Managers see every order on the board all day, so nothing is hidden from them; what is reserved is turning the orders into a file, because a file can be forwarded or lost with a laptop. Th AnsweredThe same order arrived twice. Do I cook it twice?No, and you will not be asked to. We recognise a repeat as one we already have and answer the app again without creating a second order. Apps retry whenever they are unsure their message reached you, AnsweredCan I put a temporary 'we're slammed, 60 min wait' notice up?Raise your delivery ETA in settings for the rush — it quotes on new confirmations. Setting hours to closed for an hour also works and shows a reopening countdown. Answered
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