Table of contents

General information
Order card structure
Quick action bar
Order statuses
Personal info block
Delivery address block
Links to settings
Order block
Promotions and discounts block
Cashback block
Financial data block
Wishes
Note about the user
Action history

1. General information

When closed, the order card has a quick action bar and a lower part with order statuses, which are colored as they go through. To expand the order card, click on the city abbreviation, or the arrow in the top bar of the order card.




After that, detailed information becomes available (address, order items, wishes, notes, etc.), as well as buttons for manual control of order statuses.




Note: Switching of order statuses happens automatically, or by couriers and cashiers. We do not recommend to change statuses manually, unless it’s necessary.

2. Order card structure

Quick action bar

City marker. The color and abbreviation of the city.
Call sign of the operator. Call sign of the operator assigned to the order. Click on it to select and assign another operator.
Ordering method (website, Android app, iOS app, call center, on-site).
Payment method (cash, payment terminal, online).
Order number. Click on it to copy the order number, courier's call sign, and a link to the order card in the Monitoring Panel. Double-click to only copy the order number.
POS. This icon appears only if a location uses a POS system.
Delivery method (standard delivery, doorstep delivery, takeaway, table reservation, postal delivery, dine-in, room service).
Courier’s name and call sign. Click the call sign to call the courier. Click Change to assign another courier.
Locations' availability indicator. Green - all company locations are active. Green and gray - company has locations on pause. Gray - all company locations are on pause. The number next to the indicator shows the total number of company locations.
Company name and location address. Click the address to see the location’s contacts. Then click the number to start calling.
Merging icon. Highlighted in green if the order is merged with another one. Click the gray icon to see a list of orders available for merging. Click the green icon, to view merging details.
Problem icon. Opens a window for registering a new problem situation.
Source of information icon. Lets you specify the source from which the customer learned about the service.
Comment icon. Lets you add a comment that will be visible to operators only.

4. Order statuses

Placed. Actual time and date of ordering with a button that lets you cancel an order.
Distributed. Time and date of distribution of the order to the company location, and the duration of the delay (if any).
Confirmed. Actual time and date of order confirmation at the company location, with the duration of the delay (if any).
Assigned. The actual time and date of order acceptance by a courier, with the duration of the delay (if any).
Pickup time. Estimated time and date of order pickup at the location.
Picked up. The actual time of order pickup, with the duration of the delay (if any).
Delivery time. Estimated time and date of delivery (excluding the maximum courier delay time).
Delivered. The actual time and date of order delivery, with the duration of the delay (if any).

When expanding an order card, the following blocks will appear:

5. Personal info block

Name, city, phone number, and language of the customer.
Change the language. Click to select another language.
Info. Shows detailed information about the customer (device, IP address, app version, etc.).
The number of successfully completed orders and average check. In case of a first customer order, you’ll see the "first order" mark. This mark remains until the next day, even if the customer places multiple orders on the current day.
History. Contains a link to the customer's order history.
Edit data. Lets you edit the customer's name and phone number.
The number of reviews, the average rating of companies and couriers left by the customer.

6. Delivery address block

Delivery method, delivery address, and delivery note (available to operators and couriers).
Name and call sign of the operator.
Courier’s phone number. Click on a number for dialing.
Delivery cost or link to delivery details (in case of free delivery).
Delivery route. Shows the estimated time of courier arrival and the mileage for different types of couriers.
Edit address. Lets you change the delivery address or set the coordinates manually. Here you can also change the delivery cost.

Note: In the case of takeaway, you’ll see the corresponding mark instead of an address.

7. Links to settings

If you have access to system settings, the following links will be available in the order card:

Company settings. Company settings in the Control Panel.
Dots Business. Link to the web interface of the Dots Business app.
Delivery fleet settings. Delivery fleet settings in the Control Panel.

8. Order block

Order total including delivery. The "weight" mark appears if there is a weight item/dish in the order.
List of order items.
The number of persons.
Order price.
Order price including discounts.
Change the price. Lets you change the order price.

9. Promotions and discounts block

Contains information about promotions, discounts, and promo codes that were applied.

10. Cashback block

Deducted from the customer’s account. Cashback amount that the customer used when placing an order. The amount will be debited from the customer's bonus account upon successful completion of the order.
Earned. Cashback amount that will be credited to the customer's bonus account after the successful completion of the order.

11. Financial data block

Shows payment methods (cash, terminal, online, cashback), as well as their status. Click Payment data to view payment details or change the payment method. Payment details include:

Payment amount
Payment method
Status of payment
Link to detailed information about payment

12. Wishes

Customer's wishes for the order. Visible to the company manager/cashier, courier, and customer. Click Edit for editing.

13. Note about the user

Customer information and notes that are only available to operators. This information is also available in the order history. Here you can find clarifications on addresses, allergies, and problems related to the customer. It also contains information on various compensations. Click Edit for editing.

14. Action history

A log of events and order changes with reference to users. To view it, click Action history.



Tip: If the order has been canceled, the time, person and reason for canceling will be indicated here.

Link to this article: here

Updated on: 27/05/2024