You want to reject as few online orders as possible. Why? This will mean more money for you (online orders are proven to be more profitable and efficient than traditional orders), and a better experience for your customers. 

We know sometimes things can get busy, here are our recommendations on what to do when... 

Too Busy

Turn off other ordering platforms/your phone
Your own online orders are more profitable than traditional phone/walk in or food portal orders.  So if things get crazy, turn off your more expensive 3rd party ordering machine or take the phone off the hook! Doesn't it make sense to prioritize the orders that make you the most money? 

Increase your lead times
During peak times, accept the order from your printer with a longer customer wait time. Read all about how to use lead times here. This will give your more time and warn the customer how long it will take. Your customer has already made their biggest decision i.e. to order food from you, so most will be happy to wait rather than start a new order, maybe from one of your competitors! 

Temporarily close your store using overrides
You can take your store offline temporarily for collection orders, delivery orders or both via the portal. Full instructions here. This could allow you the 15 or 30 minutes you need to get caught up on orders. If you end up needing less time, you can reopen earlier! 

Remove the option for your customers to order for ASAP
ASAP to some people means 5 minutes, while to you on a busy Friday night this could mean 50 minutes. To avoid any confusion, consider disabling the ASAP option for your customers, so they always need to choose a specific time when ordering. This will give both them and you more clarity on when they can expect their order. Read how to do this here.

Food Unavailable

Sometimes you run out of things, it happens! You are able to hide missing menu items yourself from within the Flipdish portal. Read more here. Please contact our customer support team at [email protected] to request this access if you don't already have it. 

Need help? Email our Flipdish Customer Support Team to help you hide menu items that are temporarily out of stock. For more permanent or less time sensitive menu changes, please email our dedicated menu team on [email protected]

Already accepted the order when you notice that menu item is out of stock? Call the customer and ask if you can offer them an alternative, most will agree. 

Unable to Deliver

Temporarily close your store using overrides
You can take your store offline temporarily for delivery orders via the Flipdish portal. Full instructions here. This could allow you the 15 or 30 minutes you need to get caught up on your delivery orders. If you end up needing less time, you can reopen earlier!

Need help? Please contact our customer support team on [email protected] for further guidance 

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