The Live Orders page in the Manage is your single view for every order coming into your venue, dine-in, pickup, delivery, counter pickup, or in-venue delivery. If your POS is integrated with me&u, orders will also show up there. This article walks through what each order card shows, what the colours mean, how rejections work, and where to find order details and actions.
Topics
- Breakdown of what the colours mean
- Understanding the Live Orders Cards
- Rejected Orders
- Order details and refunds
- Centralised view for multi-vendor venues (MVO)
- How to clear orders from the Live Orders screen
- How to search orders from the Live Orders screen
Breakdown of what the colours mean
To access live orders, go to Orders > Live Orders.
New orders appear on the Live Orders tab. Here’s what each colour means:
| Colour | What it means |
|---|---|
| Green | The order has successfully made it into your POS and has been accepted by me&u. |
| Blue |
A pre-order has been placed for a future pickup or delivery time. Customers are SMS’d a confirmation of their chosen time. Important: Blue orders won’t go into your POS until 20 minutes (or whatever buffer you’ve set in pre-order printing settings) before the pickup time. For example, a 10am pre-order for 4pm pickup won’t print/KDS until 3:40pm. |
| Red | The order was not accepted by the POS. This is an integration issue, not a customer-side issue. Enter the order into your POS manually and investigate the POS error afterwards. If SMS notifications are turned on, you’ll receive a text letting you know there’s a red order. |
| Orange | Reflects the order’s current status in the pickup/delivery flow (for example, awaiting acceptance, in progress, or ready). This colour now tracks where the order is in its lifecycle rather than whether an SMS was sent as the previous “SMS sent” indicator wasn’t always accurate, so we’ve moved to "Order Ready" which more reliable order status. |
Understanding the Live Orders Cards
- Time the order was placed.
- Table number for the order.
- Customer name.
- Order status — Accepted, Rejected by the POS, Ready, Completed.
- Order type — Dine-in, Pickup, Delivery, or any other type you’ve enabled.
- Order total.
- Link out to a group tab, where applicable.
Additional details for pickup orders, group orders appear inline on the card.
8. Tag indicating the order’s pickup status
9. Time the order is expected by the customer (ordering window time)
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.
Order details and refunds
Click into an order card to open its detailed view. From here you can see the full context of the order and take any required actions.
Details shown
- Order items, modifiers, and notes
- Customer name and contact details
- Table number (for dine-in) or pickup/delivery details
- Order type, ordering window, and time placed
- Payment status and order total
- Link out to the group tab, where applicable
Actions available
- Ready in… — set a prep time estimate (pickup/delivery); sends an SMS to the guest
- Ready now — mark the order as ready and notify the guest; sends an SMS to the guest
- Completed — close out the order
- Incomplete — reopen a completed order (available for all order types)
- SMS for collection — notify the dine-in guest that their order is ready, for when staff are unable to locate the guest
- For deeper investigation, jump out to the full order record via Orders > Orders & Refunds.
Note: SMS messages sent from these actions can be configured in the Notifications section in Manage. See Notifications for Order Status for more detail.
Activity log
The detailed view also includes an activity log showing status changes across the order’s lifecycle — when it was placed, accepted, marked ready, completed, refunded, and so on — so you can see what happened and when at a glance.
💡For more info: Missed Orders: Troubleshooting Guide for Venue Staff & Managers
Centralised view for multi-vendor venues (MVO)
Multi Vendor Ordering (MVO) parent venues see orders from all of their vendors in one place, with a vendor tag on each card and a vendor filter. From the parent view you can view and manage all orders across the venue, and filter by vendor or by guest to see a guest’s order across vendors.
Child venues continue to see only their own orders.
How to clear orders from the Live Orders screen
- Select the Clear Orders button.
- Choose the order types you’d like to clear.
- Select the period you’d like to clear orders from.
-
Select Update.
How to search orders from the Live Orders screen
In the search bar on the Live Orders screen, you can search for orders by the guest’s name or table number. You can also search for an order by going to Orders > Orders & Refunds and searching by customer name or phone number there.
Related articles
You should now be able to read every order at a glance, action what comes through, and resolve rejections without missing a beat.
Any questions? Reach out to us via email at support@meandu.com