The Live Orders page in the Manage platform is your single view for every order coming in, whether it's dine-in, pickup, or delivery. This article walks through how to action new orders, undo a completion if you need to, customise what you see on screen, and turn on audio alerts so you never miss an order during service.

If you haven't already, read Understanding the Live Orders page first for a breakdown of what each tab and status colour means.

Topics

• How to manage Dine-in orders
• How to manage Pickup/Delivery orders
• How to undo a completed order
• How to sort or filter the Live Orders view
• How to enable audio notifications
• Frequently asked questions

How to manage Dine-in orders

1. Go to Orders > Live Orders.
2. Click the Live Orders tab.
3. New orders will automatically appear as cards with the appropriate sound and colour.
4. Orders move to the Completed Orders tab once they’re accepted by the POS.

How to manage Pickup or Counter Pick up or Delivery orders

Unlike dine-in orders, pickup and delivery orders need you to confirm a wait time, let the guest know when their order is ready, and mark the order complete manually. For details on how each SMS works and how to customise the text, see Notifications for Order Status.

1. Go to Orders > Live Orders.
2. Click the Live Orders tab.
3. New orders will automatically appear as cards with the appropriate sound and colour.

4. Click Ready in… to choose the time estimate for the order.

   

   1. Select the minutes required to prepare the order.

   2. Click Notify customer to send a confirmation text message to the customer.

      

5. You will see the order show the wait time that's been selected. 

   

6. Alternatively, click Ready now to send an SMS confirming the order is ready to go. You can choose one or the other.

   

7. Orders that are ready for pickup automatically move to the Ready For Pickup tab.

   

8. Once the order is fulfilled, click the order card and click Completed to move it to the Completed Orders tab.

   

The Activity Log records key order actions with timestamps, including when the order was marked as ready for pickup and when it was completed.

ℹ️ Note, Use Ready in... first to send the guest a wait-time SMS, then Ready now once the order is ready for collection. They each send a different SMS.

How to undo a completed order

You can undo completion for any order type. Action buttons are hidden on completed orders, so to make changes:

1. Open the Completed Orders tab.
2. Click into the order you want to reopen.

3. Select Mark Order as Incomplete. The order’s actions become available again.

   

⚠️ Warning, If an SMS has already gone to the guest (from Ready in..., Notify customer, or Ready now), undoing the order will not unsend it. Contact the guest directly if you need to correct information they've already received.

How to sort or filter the Live Orders view

The Live Orders page has preset sections available: Ready for pickup, Rejected orders, and Completed orders. Beyond those, you can customise your view by filtering on order status, ordering type, table, table group, batching group, and number of orders.

1. Click Custom Filters on the Live Orders tab.
2. Select the Order Status values you want to show. 
   By default: “Pending”, “Accepted”, and “Ready for pickup”.
3. Select the Ordering Type values you want to show. 
   By default: “Dine in”, “Pickup”, and “Delivery”.
4. Filter by Tables if you only want to see orders for specific tables.
5. Choose how you want to group orders. Orders can be grouped by Ordering window or Table.
6. Click Apply.

Live Orders

Live Orders Filtered by Ordering Window 

Live Orders Filtered by Tables

For Multi-Ordering Vendor parent venues (such as food hall or food court), you’ll also see a Vendor filter to narrow orders to one or more vendors. You can also filter by order to see a guest’s order across vendors.

MVO Live Orders Filtered by Vendor

How to enable audio notifications

1. Go to Orders > Live Orders.

2. On the Live Orders tab, you’ll see a prompt asking if you’d like to enable audio notifications. Select Yes.

   

💡 Tip, If you miss the prompt, navigate to any other page in the Manage and back to Live Orders, the prompt will reappear. Run a test order in a quiet moment to check the alert is loud enough to hear during service.

Frequently asked questions 

Can I unsend an SMS once it's been sent to a guest?

No. SMS sent through Ready in..., Notify customer, or Ready now go out immediately and can't be recalled, even if you reopen the order from Completed Orders. The Undo action only restores the order's action buttons in Manage, it does not affect SMS already received. If you need to correct information, contact the guest directly.

Do I use both Ready in... and Ready now?

Yes, in sequence. Use Ready in... when the order first comes in to send the guest a wait-time SMS, then use Ready now once the order is ready for collection to send the second SMS. They send two different messages, so the guest gets one when they order and another when it's ready. For more detail on each notification, see Notifications for Order Status.

Can I have different Custom Filters on different devices?

Yes. Custom Filters save to your browser session (your current sign-in on that specific device). Each device or browser keeps its own filter setup, even if the same staff member is logged in on both. Logging out ends the session, so the filter will reset next time you log in. 

Can I see only one vendor's orders at a food court?

Yes. If your venue hosts multiple vendors, you'll see a Vendor filter inside Custom Filters, select one or more vendors to narrow the view. There's also an order filter that shows a single guest's full order across all vendors, useful when a guest has ordered from multiple vendors. 

Related articles

• Understanding the Live Orders page
• Notifications for Order Status

You should now be able to action, undo, filter, and stay on top of every Live Order coming through your venue.

Any questions? Reach out to us via email at support@meandu.com