2.0 Working with orders in the Monitoring Panel
The main purpose of the Monitoring Panel is to help operators manage orders. The order card allows you to manage each stage of an order, and quickly respond to delays and incidents.
Use the "Active", "Recent" and "Pre-orders" tabs to accept and control orders. Depending on the time selected by the customer, orders can appear in the "Active" or "Pre-orders" tab. After accepting an order, all work with it takes place in the order card.
Working with a new order
Working with a new pre-order
Recent orders
Order statuses
When a new order arrives, a corresponding notification appears in the "Notifications" tab and accompanied by a beep. If there’s less than 40 minutes left before the pickup, it will also appear in the "Active" tab. After accepting the order in the "Notifications" tab, work with it continues in the "Active" tab. The order passing process is automated, so your actions will be necessary only in some cases. Problem statuses requiring reactions are highlighted in orange and accompanied by a beep.
Orders placed by customers on the website, using the app or by managers in the Dots Business app will be automatically distributed among the operators on the line. Orders placed by phone are tied to the operator who placed the order.
If a customer places an order outside of working hours, the system offers to place an order for the closest available time. Such orders will automatically go to the “Pre-orders” tab. In addition, all orders that with pickup time of more than 40 minutes appear here. If there’s less than 40 minutes left before the pickup, they will move to the "Active" tab. In the case of pre-orders, the estimated delivery time will depend on the maximum delivery time of the order specified in the logistics settings at the city level.
The “Recent” tab gives access to all orders that have been completed or canceled in the last 30 minutes.
Order statuses reflect progress and delays. Each of the statuses includes the time and date (if the order has been postponed to the next day). When you expand an order card, each of the statuses will have buttons that allow you to cancel the order, distribute it to the location, change the preparation due time, etc.
The following statuses are shown in the card from left to right:
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). Depending on the settings, distribution can happen automatically or manually. Click Distribute, for selecting a company location.
If a customer paid online for his first order online, then it will be distributed automatically. At the same time, automatic distribution won’t happen in such cases:
The customer has placed an order with online payment and has not yet paid. After the successful payment, the order will be distributed automatically.
The system couldn’t determine the customer's address (there is a corresponding mark next to the customer's address).In this case, the operator specifies the address and distributes the order manually.
“Takeaway only” mode is on. The order will not be distributed in order for the operator to contact the customer and make sure that he does not expect delivery, but will pick up the order on his own.
Note: If a customer hasn’t paid within 30 minutes, then the type of payment will change to "cash" and the order won’t be automatically distributed to the location.
Note: If a company has several locations, then the order will be distributed to the closest one to the customer. To select another location, click Distribute in the expanded order card. This may change the cost of delivery
Note: Order status will turn orange after 5 minutes from the moment of its placing (if the order is placed outside of business hours - after 5 minutes from the company shift start).
Confirmed. Actual time and date of order confirmation at the company location, with the duration of the delay (if any). It also shows the "Rest. Acquainted" note if the location manager read the notification about a new order, but did not accept it. Click Accept, to confirm an order instead of a location. If the order has been accepted, you’ll see the "cancel" button, which allows you to cancel the confirmation of the order by the cashier.
Immediately after the customer places an order, the company location receives an automatic call. If the location does not confirm the order in 3 minutes, then there will be a second call after 4-5 minutes of delay. If the location doesn’t confirm an order in 7 minutes, the confirmation status will turn orange. This is a signal for the operator to contact the company location. When confirming an order, the cashier must select the preparation due time. After that, the customer receives a notification with the estimated delivery time and the amount to be paid. The estimated delivery time is calculated based on the preparation time, delivery time and maximum delivery delay time.
Note: If the order was placed for a specific time, then the pickup time will be set automatically.
Assigned. The actual time and date of order acceptance by a courier, with the duration of the delay (if any). Click Assign, to confirm the order instead of a courier. If the order has been accepted, you’ll see the "cancel" button, which allows you to cancel the acceptance of the order by the courier.
Courier receives a notification about new order in the Dots Delivery app. If a courier does not accept an order in 3 minutes, then he’ll receive an automatic call on 4-5th minute. At the 7th minute of the delay, the order status will turn orange. In such case, the operator must call a courier.
Pickup time. Estimated time and date of order pickup at the location. Click Change the time to change the estimated pickup time.
Location stuff can also change the estimated pickup time. In such case, there will be a new notification in the Notifications tab.
Note: When the estimated pickup time changes, the system can reassign the order to a new courier.
Picked up. The actual time of order pickup, with the duration of the delay (if any). Click Pick up to manually change the status of an order instead of a courier. Click Cancel to cancel the pickup status.
Courier marks the arrival at the company location in the Dots Delivery app. After that, the “courier arrived” mark will appear in the order status. In the event of a pickup delay, this marker allows you to identify the guilty (if the courier has arrived, and the pickup is delayed, the location stuff is guilty, and you need to contact the manager).
Click on the delay time, to select the guilty person. In the future, this data will be used to analyze the reasons for delays.
Note: If a courier doesn’t pick up an order within 15 minutes, the customer will receive a notification that the order is delayed.
Note: In cases of takeaway or table reservation, this status is the last one.
Delivery time. Estimated time and date of delivery (excluding the maximum courier delay time). Depending on the delivery time, this status can contain the "ASAP" or "by time" mark. If there’s more than 5 minutes delay, the status color turns orange.
Delivered. The actual time and date of order delivery, with the duration of the delay (if any). Click Deliver to successfully complete an order. The “Rejection” button lets you cancel order delivery. In case of delayed delivery for more than 5 minutes, the order status will turn orange.
The courier marks the arrival at the delivery address in the app, after which the “Courier arrived” mark appears in the status block. In the event of delivery delay, this marker allows you to identify who was late. In order to change the culprit in the delay and/or add the compensation note, click on the delay time and select the required parameters. In the future, this data will help to analyze the reasons of order delays and refunds.
Note: When ordering "ASAP", the delivery time for the customer will be 5 minutes longer than indicated in the Monitoring Panel.
Note: Switching of order statuses happens automatically when couriers and cashiers change statuses in their apps.
Link to this article: here
Use the "Active", "Recent" and "Pre-orders" tabs to accept and control orders. Depending on the time selected by the customer, orders can appear in the "Active" or "Pre-orders" tab. After accepting an order, all work with it takes place in the order card.
Table of contents
Working with a new order
Working with a new pre-order
Recent orders
Order statuses
Working with a new order
When a new order arrives, a corresponding notification appears in the "Notifications" tab and accompanied by a beep. If there’s less than 40 minutes left before the pickup, it will also appear in the "Active" tab. After accepting the order in the "Notifications" tab, work with it continues in the "Active" tab. The order passing process is automated, so your actions will be necessary only in some cases. Problem statuses requiring reactions are highlighted in orange and accompanied by a beep.
Orders placed by customers on the website, using the app or by managers in the Dots Business app will be automatically distributed among the operators on the line. Orders placed by phone are tied to the operator who placed the order.
Working with a new pre-order
If a customer places an order outside of working hours, the system offers to place an order for the closest available time. Such orders will automatically go to the “Pre-orders” tab. In addition, all orders that with pickup time of more than 40 minutes appear here. If there’s less than 40 minutes left before the pickup, they will move to the "Active" tab. In the case of pre-orders, the estimated delivery time will depend on the maximum delivery time of the order specified in the logistics settings at the city level.
Recent orders
The “Recent” tab gives access to all orders that have been completed or canceled in the last 30 minutes.
Order statuses
Order statuses reflect progress and delays. Each of the statuses includes the time and date (if the order has been postponed to the next day). When you expand an order card, each of the statuses will have buttons that allow you to cancel the order, distribute it to the location, change the preparation due time, etc.
The following statuses are shown in the card from left to right:
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). Depending on the settings, distribution can happen automatically or manually. Click Distribute, for selecting a company location.
If a customer paid online for his first order online, then it will be distributed automatically. At the same time, automatic distribution won’t happen in such cases:
The customer has placed an order with online payment and has not yet paid. After the successful payment, the order will be distributed automatically.
The system couldn’t determine the customer's address (there is a corresponding mark next to the customer's address).In this case, the operator specifies the address and distributes the order manually.
“Takeaway only” mode is on. The order will not be distributed in order for the operator to contact the customer and make sure that he does not expect delivery, but will pick up the order on his own.
Note: If a customer hasn’t paid within 30 minutes, then the type of payment will change to "cash" and the order won’t be automatically distributed to the location.
Note: If a company has several locations, then the order will be distributed to the closest one to the customer. To select another location, click Distribute in the expanded order card. This may change the cost of delivery
Note: Order status will turn orange after 5 minutes from the moment of its placing (if the order is placed outside of business hours - after 5 minutes from the company shift start).
Confirmed. Actual time and date of order confirmation at the company location, with the duration of the delay (if any). It also shows the "Rest. Acquainted" note if the location manager read the notification about a new order, but did not accept it. Click Accept, to confirm an order instead of a location. If the order has been accepted, you’ll see the "cancel" button, which allows you to cancel the confirmation of the order by the cashier.
Immediately after the customer places an order, the company location receives an automatic call. If the location does not confirm the order in 3 minutes, then there will be a second call after 4-5 minutes of delay. If the location doesn’t confirm an order in 7 minutes, the confirmation status will turn orange. This is a signal for the operator to contact the company location. When confirming an order, the cashier must select the preparation due time. After that, the customer receives a notification with the estimated delivery time and the amount to be paid. The estimated delivery time is calculated based on the preparation time, delivery time and maximum delivery delay time.
Note: If the order was placed for a specific time, then the pickup time will be set automatically.
Assigned. The actual time and date of order acceptance by a courier, with the duration of the delay (if any). Click Assign, to confirm the order instead of a courier. If the order has been accepted, you’ll see the "cancel" button, which allows you to cancel the acceptance of the order by the courier.
Courier receives a notification about new order in the Dots Delivery app. If a courier does not accept an order in 3 minutes, then he’ll receive an automatic call on 4-5th minute. At the 7th minute of the delay, the order status will turn orange. In such case, the operator must call a courier.
Pickup time. Estimated time and date of order pickup at the location. Click Change the time to change the estimated pickup time.
Location stuff can also change the estimated pickup time. In such case, there will be a new notification in the Notifications tab.
Note: When the estimated pickup time changes, the system can reassign the order to a new courier.
Picked up. The actual time of order pickup, with the duration of the delay (if any). Click Pick up to manually change the status of an order instead of a courier. Click Cancel to cancel the pickup status.
Courier marks the arrival at the company location in the Dots Delivery app. After that, the “courier arrived” mark will appear in the order status. In the event of a pickup delay, this marker allows you to identify the guilty (if the courier has arrived, and the pickup is delayed, the location stuff is guilty, and you need to contact the manager).
Click on the delay time, to select the guilty person. In the future, this data will be used to analyze the reasons for delays.
Note: If a courier doesn’t pick up an order within 15 minutes, the customer will receive a notification that the order is delayed.
Note: In cases of takeaway or table reservation, this status is the last one.
Delivery time. Estimated time and date of delivery (excluding the maximum courier delay time). Depending on the delivery time, this status can contain the "ASAP" or "by time" mark. If there’s more than 5 minutes delay, the status color turns orange.
Delivered. The actual time and date of order delivery, with the duration of the delay (if any). Click Deliver to successfully complete an order. The “Rejection” button lets you cancel order delivery. In case of delayed delivery for more than 5 minutes, the order status will turn orange.
The courier marks the arrival at the delivery address in the app, after which the “Courier arrived” mark appears in the status block. In the event of delivery delay, this marker allows you to identify who was late. In order to change the culprit in the delay and/or add the compensation note, click on the delay time and select the required parameters. In the future, this data will help to analyze the reasons of order delays and refunds.
Note: When ordering "ASAP", the delivery time for the customer will be 5 minutes longer than indicated in the Monitoring Panel.
Note: Switching of order statuses happens automatically when couriers and cashiers change statuses in their apps.
Link to this article: here
Updated on: 27/05/2024
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