When customers order dine-in, pickup, delivery, counter pickup, or in-venue delivery the orders will all appear on your Live Orders page in me&u. If you are POS integrated, the orders will ALSO show in your POS.

Topics 

• Intro Video
• Overview
• Understanding the Live Orders Cards
• Rejected Orders
• Customer Details and Refunds
• How to clear orders from the Live Orders screen
• How to search orders from the Live Orders screen

Intro Video

This short video will run you through how to manage live orders and resolve errors. For a slightly longer version that covers pickup and delivery in more detail, check out this video instead.

Breakdown of what the colours mean

Firstly, to access your live orders in me&u, go to Orders > Live Orders.

New orders will appear on the Live Orders tab of this page. Here is what each colour means:

• Green: The order has successfully made it into your POS.
  
  
• Blue: Pre-order by a customer has been placed. This means they have chosen a time to pickup or get delivery. All customers get SMS'd a confirmation of their pickup/delivery time
  • Important: These blue orders won't go into your POS until 20 minutes (or whatever buffer you choose on the pre-order printing settings) before the pickup time. This means if someone goes to your menu at 10am and pre-orders for 4pm, the order won't appear in your POS (or go to KDS/printers) until 3:40pm.
    
    
• Red: Order is not accepted by the POS. This is not an issue from the consumer's end, but rather an issue with the integration to the POS system. You will need to manually enter the order into your POS and can later investigate why the POS rejected the order. If you have SMS notifications turned on, you will also receive an SMS letting you know you have a red order. 
  
  
• Orange (only for venues that are NOT using pickup or delivery pre-order times): This colour is only used if you would like to manually SMS every customer who orders pickup/delivery to let them know the expected time the order will be ready. If you have pre-order times set up, you don't need to worry about this. If you have pre-order times, the customer will simply choose their pickup or delivery time and be automatically SMS'd to confirm they chose that time, and the order will show in blue. 

Understanding the Live Orders Cards

1. Time the order was placed.
2. Table Number for the Order.
3. Customer Name.
4. Order Status. This will show if your order has been accepted or rejected by your POS.
5. Order Type. Dine-in, Pickup, Delivery or any other order type you've made available.
6. Order Total. 

We also have additional information for when the customer has selected Cash or is on a Group Order.

When customers select Pick-up, we have additional information indicating that a SMS was sent, when it was sent and when the customer expects the order.

8. Tag indicating that Pick-up SMS has been sent to customer

9. Time the order is expected by the customer (Ordering Window Time)

10. Time the pickup order SMS was sent out

Rejected Orders

If a me&u order is missed, this will show a ⚠️ Rejected by POS icon and be highlighted red so you can spot it quicker.

Rejected Orders Tab
You can also view all your rejected orders in a filtered view by clicking the Rejected Orders tab on the Live Orders screen.

Troubleshoot Issue
You can click into the order and we'll be able to identify and tell you which items were the cause of the issue. 

Click on the down arrow next to 'Troubleshoot Issue.' If your POS sends us an error message, we can also give some suggestions for how to fix the issues. 

Customer Details and Refunds

Clicking into a specific order allows you to refund a customer or send them an SMS to notify them for collection.

💡For more info: Missed Orders: Troubleshooting Guide for Venue Staff & Managers