3.0 Working with orders/pre-orders in the Dots Business app
Before you start accepting orders, you need to log in to the Dots Business app or its web version.
Accepting/Canceling a New Order
Working with an Accepted Order
Issuing an Order
All new orders appear in the "New" tab. When a new order appears, the restaurant's phone number will receive a call if the integration with telephony is enabled. You will also hear a sound notification in the app or browser.
When you tap on the arrow, a card with order details will open, under which there will be "Accept" and "Cancel" buttons to accept and cancel the order, respectively.
If for some reason the pickup point cannot prepare the order, it is necessary to notify the customer about this. You must offer the customer an alternative (another dish (product), another time) and only then cancel the order. If the customer refuses, then confirm the cancellation by clicking the Cancel order button.
When you tap the Accept button, a window will appear with the order delivery schedule and selection of delivery time.
The scale above the graph shows the number of orders with the delivery time at a specific hour. This is to inform the pickup point employees about the workload of the kitchen. If the order limit is exceeded, the hour slot will be highlighted in red.
The value in the field is for informational purposes only and will allow you to accept an order for a specific hour, even if the indicator is exceeded.
To accept an order, you need to select the time when the order will be issued (based on the kitchen's capabilities and its workload). The logistics system will suggest the most suitable time based on the workload of the courier network. After that, click Accept order. For more information about setting the minimum issuance time.
If the customer has selected a specific time to receive the order, then there will be no option to select the delivery time when tapping the Accept button.
After confirming the order, all work with it will continue in the "New" tab, and the appearance of the order in this tab will be accompanied by a sound signal.
Note: If the order is not accepted within 5 minutes, you will receive a second call asking you to respond to the notification.
Tip: You can also cancel the order during the preparation stage.
Attention: Do not call the courier yourself if you have received a new order. The system will automatically distribute the order to a free courier.
To change the check amount, tap on the amount in the order card. After that, specify the new amount in the pop-up window and click the Save button.
The products (dishes) or ingredients for their preparation specified in the order are missing. In this case, you must call the client at the specified phone number and offer to replace the products (dishes) that are not in stock. After that, agree on the price change and indicate the total amount on the check in the order card.
A weighted product has been ordered, the price of which will change after weighing. After weighing the products (dishes), you must call the customer at the specified phone number. Agree on the final price and, if the customer agrees, indicate it in the order card.
If necessary, you can move the time when the order will be issued to the customer or courier. If the readiness time is postponed by more than 20-30 minutes, we recommend that you agree with the customer. To change the order readiness time, tap on the delivery time in the order card. After that, in the pop-up window, you need to specify the new time and tap Accept.
Note: After changing the time, the system will automatically inform the courier who was assigned or redistribute the order to another one.
Orders must be prepared and packaged exactly by the time indicated on the order card. Do not start preparing orders for a specific time in advance, as the food may cool or spoil. In addition, it is necessary to provide time for packing the order.
Pack the order in branded packaging and don't forget about cutlery, napkins, spices, etc.
Make sure that the food boxes are tightly fixed and do not move inside the package (a plastic tie should be used for adjustment).
Pack the first courses securely and make sure that the lids on the boxes are tightly closed (otherwise they may spill during transportation).
If the order includes pizza, make sure that the number of pizza boxes in the stack is no more than 4 pieces (otherwise, the bottom pizza will smear on the lid of the box).
Don't forget to pack drinks, if they are in the order.
Add a gift for the client, if it is provided for in the order.
Prepare a receipt for the courier or client.
When the courier arrives, confirm the order number by asking for its last 4 digits.
Next, you will receive from the courier the full or partial amount on the check, which is indicated on the product card.
After the order is calculated and issued, the courier must mark the order as received. The order card is then moved from the Now tab to the Archive tab.
To confirm the readiness of the order, use the "Order ready" button in the order card.
After confirmation, the note Ready will appear in the order card.
After the customer arrives, make the payment and issue the order along with the receipt. Only after the order has been successfully issued, click Issue order. After that, the order will be moved to the archive.
Guide guests to their table and serve their ordered dishes. After that, confirm the issuance of the order by tapping Order ready.
After paying the check amount, click Issue Order in the order card. After that, the order will be moved to the Archive.
Link to this article: here.
Table of Contents
Accepting/Canceling a New Order
Working with an Accepted Order
Issuing an Order
1. Accepting/Canceling a New Order
All new orders appear in the "New" tab. When a new order appears, the restaurant's phone number will receive a call if the integration with telephony is enabled. You will also hear a sound notification in the app or browser.
When you tap on the arrow, a card with order details will open, under which there will be "Accept" and "Cancel" buttons to accept and cancel the order, respectively.
If for some reason the pickup point cannot prepare the order, it is necessary to notify the customer about this. You must offer the customer an alternative (another dish (product), another time) and only then cancel the order. If the customer refuses, then confirm the cancellation by clicking the Cancel order button.
When you tap the Accept button, a window will appear with the order delivery schedule and selection of delivery time.
The scale above the graph shows the number of orders with the delivery time at a specific hour. This is to inform the pickup point employees about the workload of the kitchen. If the order limit is exceeded, the hour slot will be highlighted in red.
The value in the field is for informational purposes only and will allow you to accept an order for a specific hour, even if the indicator is exceeded.
To accept an order, you need to select the time when the order will be issued (based on the kitchen's capabilities and its workload). The logistics system will suggest the most suitable time based on the workload of the courier network. After that, click Accept order. For more information about setting the minimum issuance time.
If the customer has selected a specific time to receive the order, then there will be no option to select the delivery time when tapping the Accept button.
After confirming the order, all work with it will continue in the "New" tab, and the appearance of the order in this tab will be accompanied by a sound signal.
Note: If the order is not accepted within 5 minutes, you will receive a second call asking you to respond to the notification.
Tip: You can also cancel the order during the preparation stage.
Attention: Do not call the courier yourself if you have received a new order. The system will automatically distribute the order to a free courier.
2. Working with an accepted order
Change of check amount
To change the check amount, tap on the amount in the order card. After that, specify the new amount in the pop-up window and click the Save button.
The check amount may change if:
The products (dishes) or ingredients for their preparation specified in the order are missing. In this case, you must call the client at the specified phone number and offer to replace the products (dishes) that are not in stock. After that, agree on the price change and indicate the total amount on the check in the order card.
A weighted product has been ordered, the price of which will change after weighing. After weighing the products (dishes), you must call the customer at the specified phone number. Agree on the final price and, if the customer agrees, indicate it in the order card.
Changing the order readiness time
If necessary, you can move the time when the order will be issued to the customer or courier. If the readiness time is postponed by more than 20-30 minutes, we recommend that you agree with the customer. To change the order readiness time, tap on the delivery time in the order card. After that, in the pop-up window, you need to specify the new time and tap Accept.
Note: After changing the time, the system will automatically inform the courier who was assigned or redistribute the order to another one.
3. Issuing an Order
Orders must be prepared and packaged exactly by the time indicated on the order card. Do not start preparing orders for a specific time in advance, as the food may cool or spoil. In addition, it is necessary to provide time for packing the order.
List of actions when packing an order:
Pack the order in branded packaging and don't forget about cutlery, napkins, spices, etc.
Make sure that the food boxes are tightly fixed and do not move inside the package (a plastic tie should be used for adjustment).
Pack the first courses securely and make sure that the lids on the boxes are tightly closed (otherwise they may spill during transportation).
If the order includes pizza, make sure that the number of pizza boxes in the stack is no more than 4 pieces (otherwise, the bottom pizza will smear on the lid of the box).
Don't forget to pack drinks, if they are in the order.
Add a gift for the client, if it is provided for in the order.
Prepare a receipt for the courier or client.
Issuing of an order to a courier
When the courier arrives, confirm the order number by asking for its last 4 digits.
Next, you will receive from the courier the full or partial amount on the check, which is indicated on the product card.
After the order is calculated and issued, the courier must mark the order as received. The order card is then moved from the Now tab to the Archive tab.
Issuing an order to the customer (pickup)
To confirm the readiness of the order, use the "Order ready" button in the order card.
After confirmation, the note Ready will appear in the order card.
After the customer arrives, make the payment and issue the order along with the receipt. Only after the order has been successfully issued, click Issue order. After that, the order will be moved to the archive.
Issuing an order with table reservation
Guide guests to their table and serve their ordered dishes. After that, confirm the issuance of the order by tapping Order ready.
After paying the check amount, click Issue Order in the order card. After that, the order will be moved to the Archive.
Link to this article: here.
Updated on: 20/11/2024
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