🏪 Location View

Live Orders

Live Orders is the real-time order screen for your restaurant. It is a Location View feature: it shows and manages the orders of the location you are currently signed into, letting you accept, reject, track, cancel and print incoming orders as they arrive.

What is Live Orders?#

Live Orders keeps a permanently updated view of your location's orders. New orders appear on screen the moment a customer places them — no page refresh needed — accompanied by a notification sound and a pop-up asking you to accept or reject the order. From the same screen you can update an order's progress (ready, on its way, completed), cancel it, process a card refund, print a receipt and follow the delivery driver. The page has two tabs:

• Default view — a split screen: the order list on the left, the full detail of the selected order on the right, with an action bar at the bottom. This is the view designed for day-to-day service.
• List view — a classic searchable order table with filters, pagination and per-row actions. Useful for looking up past orders.

Where to find Live Orders#

• View: Location View
• Menu: Operations → Live Orders

The order list#

Default view (live board)#

Orders are grouped by date (for example Monday, August 11, 2026) with the newest orders first. Each order card shows:

• Order number (e.g. #4309891) and the order total
• Customer name, with an icon showing the device the order came from (web, iOS, Android)
• The expected time for the order, when one is set
• The delivery address for delivery orders

• Tags for status (e.g. Pending), order type (Delivery, Pickup, Catering, Curb-side, Eat-in), payment type (Cash, Card, Card Terminal) and a purple Pre-ordered tag for pre-orders

The toolbar above the list lets you narrow what is shown:

• An order type filter (placeholder All) — select one or more order types
• A status filter (placeholder All statuses) — select one or more order statuses
• An Order ID search box to jump straight to a specific order

A numbered badge next to the filters shows how many Pending orders are waiting when they are not already visible in your current filter. If the list is empty you will see No orders found with a Refresh button.

How new orders arrive#

New orders are pushed to the screen automatically over a live connection. When one arrives, the app plays a notification sound (if sound is switched on) and opens a New Order pop-up showing the full order — items, options, prices, customer details — with Accept Order and Reject buttons. If several orders arrive at once they queue up: the pop-up shows a badge such as +2 more and moves to the next order after you deal with the current one. The toolbar shows the state of the live connection:

• Live (green) — real-time updates are active
• Connecting... / Reconnecting... — the app is establishing the connection
• Connection lost (red) — a banner also appears: "Connection lost. New orders may be missed." Use the Reconnect button to restore it. When the connection comes back, the app shows Syncing orders... and then Orders synced once it has caught up on anything it missed.

The sound switch in the toolbar turns the new-order sound on or off (Sound enabled / Sound disabled).

List view (order table)#

The List view shows the same orders as a table with the columns Order ID, Status, Created At, Expected By, Order Type, Payment (payment type and amount — card payments also show the payment status, e.g. Card (Processed)) and Customer, plus a column of action buttons: Change Order Status, View, Refund and Print Order. The search form above the table filters by Status, Order Type, Payment Type, Promo Code, Order Date range (Start Date / To Date), Order ID, Tracking ID, customer First Name, Last Name, Email, Phone and Address, with Search and Clear All buttons. The Export Orders button in the page header lets you download orders for a chosen date range and filter as PDF or CSV.

Order statuses#

Each order carries a status describing where it is in its life cycle:

Separately from the order status, card payments have a Payment Status (for example Processed, In Progress), shown in brackets next to the payment type. An order only offers the Accept/Reject buttons once its card payment status is Processed.

Working with an order#

Viewing order details#

Click an order in the left-hand list (on a phone, this opens the detail as its own screen). The right-hand panel shows the full order: every item with its options and prices, any Special instructions, the totals (subtotal, fees, discounts, total), a Refunds section for refunded card orders, the Customer card with name and a tappable phone number, the delivery or pickup details (address for delivery, "Customer will pick up the order" for pickup, "Curb-side pickup", or Table number for eat-in), and an Order Info card with Payment, Pre-ordered, Device, Promo Code, Created At and Order Time. If nothing is selected the panel reads "Select an order to view details".

Accepting an order#

Press Accept (in the action bar) or Accept Order (in the new-order pop-up). The Accepting Order window opens and asks "When will the order be ready by?" — pick a preset time (5 mins, 10 mins, 15 mins, 20 mins, 30 mins, 45 mins, 60 mins), or press Other and type the minutes yourself. Your location's default service time for that order type is pre-selected for you. Then press CONFIRM & ACCEPT. A confirmation such as "Order #123 accepted" appears and the customer is informed.

• Pre-orders are accepted immediately without asking for a preparation time — the customer already chose their time slot.
• The manual accept step only exists when your location's Order Confirmation Setting is Order Confirmation. Locations set to AutoConfirmed accept orders automatically.

Rejecting an order#

Press Reject. The Rejecting Order window asks "Why is this order being rejected?" and offers the reasons: Items out of stock, High demand/Busy, Too close to closing time, No driver available, Customer is uncontactable, False/Fraudulent Order, Extreme Weather, Menu Item Issues, or Other with a free-text box ("Enter your reason"). A reason is required. Press CONFIRM & REJECT to finish. Rejection is only possible while the order is still Pending.

Updating the order status (order tracking)#

Once an order is accepted, the Update button in the action bar opens the Update Order Status window ("Select new status"). Which statuses appear depends on the order type and where the order currently is — typically Ready to Pick Up, then On Its Way (delivery and catering only), then Completed. Press Confirm to apply. The status update steps are only offered when order tracking is enabled for your location; without it, an accepted order needs no further updates.

Cancelling an order (with optional refund)#

Restaurant accounts can cancel an order after it has been accepted: open the status update window and choose Cancelled (shown in red). You must select a cancellation Reason — the same list as for rejection. If the order was paid by Card through a supported card provider (RyftPay or Stripe), the window also offers:

• Process Refund? — tick to refund the customer as part of the cancellation
• Refund Amount — pre-filled with the order subtotal; you can lower it for a partial refund

Press CONFIRM & CANCEL to finish. Cash orders and card orders on other providers can still be cancelled, but no automatic refund is offered. In the List view there is additionally a Refund button on each row for refunding an eligible card order on its own, without cancelling it. It opens the Refund window, which also lists any refunds already made (Amount, Refund Status, Processed Date, Refund Reason, Refund Liability).

Printing a receipt#

Press Print in the action bar (or Print Order in the List view) to open your device's print dialog with a formatted order receipt.

Tracking a delivery#

For orders with an assigned delivery job, the action bar shows Track, which opens the Track Driver Map, and Link, which opens the courier's own tracking page in a new browser tab. The order detail also shows a Track Order link when a tracking page exists.

Common tasks#

Accept a new order during service#

1. When the New Order pop-up appears, check the items and any Special Instructions.
2. Press Accept Order.
3. Choose a preparation time (e.g. 20 mins) and press CONFIRM & ACCEPT.

Mark an order as ready, then completed#

1. Select the order in the list.
2. Press Update → choose Ready to Pick Up → Confirm.
3. When it is handed over (or after On Its Way for deliveries), repeat with Completed.

Cancel a card order and refund the customer#

1. Select the accepted order and press Update.
2. Choose Cancelled and select a reason.
3. Tick Process Refund?, check the Refund Amount, and press CONFIRM & CANCEL.

Find an order from earlier in the week#

1. Switch to the List view tab.
2. Set the Order Date range and any other filters (customer name, order type, promo code…), then press Search.
3. Use View on the row to open the full order.

Export orders for your records#

1. Press Export Orders in the page header.
2. Pick the date range and filters, choose PDF or CSV under Download As, and press Export.

Troubleshooting#