GonnaOrder Help Center

Manage the Order Settings

The Ordering tab under Settings is where store managers can configure delivery modes, payment options, and order notifications. Under the ordering settings, you can disable ordering, set the external online payment ID, or allow stores to edit or delete orders.


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Select Your Delivery Options

Delivery modes allow you to specify how you can serve orders to your customers. GonnaOrder has three delivery modes you can choose from or combine to serve your customers best.

  • Serve at Table: This delivery mode appears first on the list and will be useful to you if your restaurant has in-house serving tables. With this delivery mode, the customer usually sits within your premises and places an order via a QR code menu on the table or your GonnaOrder online store. This option will only work after you create tables for your store.
  • Pickup: This applies to customers who want to pass through your physical store outlet while picking up their orders. Customers submit orders at the office or from home and pick them up in your physical store.
  • Delivery at Address: With this delivery model, customers can place orders in your store and specify that they want them delivered at a specified address. You can select this mode if you have secured the services of riders or if you have other delivery logistics in place. Customers choosing this delivery mode for their order will be required to provide identifying information about themselves and the location to which the order will be delivered.
  • Delivery orders require customer’s identifying details and location info
    Details required for the delivery at address

To select delivery modes for your store, click on Settings from the store side menu and then click Ordering. Selecting one or more delivery modes will automatically toggle the Ordering button to enabled.

GonnaOrder allows you to enable table service, pickup and delivery at address
Manage order settings

Note

For the Pickup and Delivery options, customers can also choose the date and time. Future date and time selection for orders is controlled by options that are available under Settings > Schedules.


Enable Ordering

This setting is used to control whether or not customers can submit orders to your store online. You can only enable customer ordering if you have activated at least one delivery mode. When enabled, customers can add items to the basket and checkout. Store staff can also select items and submit customer orders using the order capture facility.

Allow customers to place orders in your store
Enable ordering
Customers can select items and checkout when ordering is enabled
Order page has more details when shopping bas is disabled

If you disable ordering, customers will use your catalog as a menu, but they cannot order or pay online. Two additional settings appear when ordering is disabled; Order capture and Shopping basket. Both are enabled by default.

Disable ordering
When ordering is disabled, two settings appear on the page; order capture and Shopping basket. Both are enabled by default.

Enable order capture

Order capture is a feature that allows you to use GonnaOrder to take orders for customers – as you would do on a POS. It makes it easier for restaurant staff to submit orders on behalf of customers without leaving the store administration panel.

The facility is always available for your store staff whenever customer ordering is enabled. Turning the ordering setting to enabled also turns on the order capture setting. Therefore, a store cannot support customer orders without supporting staff orders.

On the contrary, supporting staff orders while keeping customer orders disabled is possible. In that case, the manager disables ordering and enables the Order capture setting.

This configuration allows customers to view your menu without allowing them to submit or pay for orders online. The role of taking orders solely belongs to store staff.

Below are the configuration checks to disable customer orders and enable staff orders:

Confirm that at least one delivery method is selected

Disable ordering

Enable order capture

Enable order capture
Enable order capture while ordering is disabled. The store cannot receive new orders.

If order capture is disabled, neither the customer menu nor the order capture interface for admin users allows new orders to be submitted to your store. However, store users can still add items to the shopping basket, regardless of whether the Shopping basket setting is enabled or not.

This scenario, where both customer and staff ordering is disabled, should be reserved for exceptional cases where the store does not wish to receive any orders.

Tips

  1. A store that supports customer orders (through the customer menu) must also support staff orders via order capture. Turning on ordering automatically enables the order capture setting.
  2. Store staff can add items to the shopping basket even when the shopping basket setting is disabled.
  3. You cannot disable the order capture facility when ordering is enabled.

Shopping Basket

The Shopping basket feature allows customers to select items from your menu and add them to a basket even when ordering is disabled. When this feature is enabled and ordering disabled, customers will not be able to submit orders through your online store but can still select items they would like served to them.

Enable shopping basket
shopping basket enabled

When the shopping basket is enabled, desktop users will see their selected items on the right side of the catalog. Below is how the shopping basket looks. Clicking on the Proceed button expands the basket allowing the customer to view the selected items on the order details page.

Appearance of the shopping basket as viewed from a desktop
shopping basket as appears to a desktop user

Also, orders placed when the Shopping basket is enabled and Ordering disabled will not be sent to your Orders Dashboard. That is to say, you cannot confirm or reject the order through your store dashboard, and neither can you print or download the order.

Customers will have to share the order with store staff instead of submitting through GonnOrder
 Checkout page when Shopping basket is enabled

The Shopping Basket setting is enabled and hidden automatically when you enable ordering.

Disabling ordering and shopping basket turns your catalog into a digital, view-only menu. Customers will not be able to click on store items, add items to the cart, or place orders.

Disabling ordering and shopping basket
Ordering and shopping basket disabled

Tips

  1. You can create a view-only menu for your store by disabling both ordering and shopping basket.
  2. The shopping basket feature only works with the customer menu. It does not affect how store staff operate the order capture facility.

Email Customer on Order Status Change

Keeping your customer in the know is a core value that many businesses hold dearly. GonnaOrder lets you inform your customers via email when you accept or reject orders. However, you have to enable this setting from your store dashboard.

To do this, you visit the store dashboard, and on the ordering page, toggle the Email customer on order status change to yes.
When you activate this setting, customers will receive a short email notifying them of the status of their order. Note that a customer may opt not to provide you with their email, which means that not all customers will receive the notification. However, that is okay because they can still track their order on the checkout page.

Activate customer emails for order statuses
Email customer on order status change setting

The order status changes for which the customer will receive an email are:

  • Order receipt: Order receipt email informs the customer that their order arrived in the store. Unlike other order status emails, the receipt email is not triggered by store users’ activity. Instead, it is automated and is sent immediately after the customer submits an order. The order receipt email shows the customer the order number, order value, an order status follow up link and a store link. The store link makes it easier for customers to return to your store, while the follow-up link lets them view the order status even after closing the store from their browser.
  • Order receipt email
    Order receipt email showing order information
  • Order has been confirmed: The customer will receive a message that your store accepted their order. There are three cases when GonnaOrder will send an email regarding order confirmation.
    1. A customer will receive an email indicating their order has been accepted without mentioning any other details. This is a case where you or one of your staff members chooses to accept an order as placed.
    2. Another case is where you or one of your staff members accepts an order as placed and marks it as ready at the same time. In this case, the order notification email will inform the customer that the order is ready.
    3. Order status email: ready
      Order status email: ready
    4. The final scenario where an order confirmation email is sent is when you or your staff accept an order and choose to provide an estimated processing time. A similar email is sent when you have set the minimum and maximum order processing times for your store.
    5. Order status email: expected time
      Order notification email.
  • Order has been rejected: There are to scenarios when an order rejection email can be sent to a customer. In the first case, you or another store staff member will have rejected an order without giving the customer further information. The email will only contain a message saying the order was not accepted.
    Order status: Order rejected
    Order not accepted email notification

    The second type of email sent to confirm order rejection includes a reason for rejection. The email informs the customer that the order has been rejected. Optionally, the email explains why the store could not process the order.

  • Order is ready: This notifies the customer that you have finished processing their order, and they can pick it up, or in the case of table service and delivery at a specified address, they should receive it soon.

Select Payment Options

Payments options allow you to regulate how customers make payments for their orders. There are three payment options available.

Available payment options
Payment options

Payment Disabled

This option will be selected by default if you have not set up any payment methods for your store. If you choose this option, customers will not be able to pay online, which may be inconvenient. However, it is a good option with a strict cash payment policy.
When payments are disabled, customers will submit orders without paying for them. They can then pay in cash upon service, while picking up orders or on delivery.

Order submission page when payments are disabled
Order submission when payments are disabled

Payment Optional

You can select this setting if you have already set up a payment method. Customers may pay through the GonnaOrder interface or later when this option is selected. This gives the customer liberty to choose how they would like to make payments.
If payments are optional, customers must choose when they would like to pay for their order. There are two options for this:

  • Pay later – this option allows customers to use offline payment methods, e.g., cash
  • Pay online – a customer chooses to pay online when submitting the order.
Optional payments: Pay later
Optional payments with option for customer to pay later
Optional payments: Pay online now
Optional payments: choose to pay online

You can encourage more customers to pay online even when you set payments as optional. This is possible through the Default payment selection toggle button that is available under order settings for optional payments. Switching this button to Preselected means the I will pay online now option is always selected for new orders. Customers can switch to the pay later option if they want to skip the payment.

Encourage online payments with default payment selection
choose to pay online

Payment Mandatory

As the name suggests, customers must pay through GonnaOrder when submitting new orders. They will not be able to submit unpaid orders. It is an excellent way to enforce a pay-first policy.

GonnaOrder does not ask customers when they would like to pay when payments are mandatory. Instead, they only enter their details and proceed to make payment.

Customer must pay online to submit order
Payments are mandatory

Manage your payment providers

A clickable link icon

You can only set payments to be mandatory or optional if you have configured at least one payment provider. Learn how to manage payment providers so you can use the payment options effectively.


Hide or Show Comments

A customer may submit two types of comments alongside their order: order comments and order items comments.

Customers can type order comments on the checkout page, just before submitting an order. This comment will then appear as a note at the bottom of the order details page when you view the order in your store.

A customer entering an order comment
Order comments
Order comments appear as a note for store users
Order comments for store users

You can hide the order comments field from customers, so you no longer receive special instructions or comments. Visit your store dashboard and go to Settings > Ordering. Find the Hide order comments button and click to toggle yes. Customers will no longer be able to submit order comments along with orders.

Hide order comments

Other than order comments, customers may also add a comment for every item they include in an order. The comment input field is available to users on the product details page, just before one adds an item to the cart. Order items comments appear under the item name on the order details.

Order items comment field under product details
Order items comments field
Order items comments in order details page
Order items comments in order details page

To hide order items comments, go to your store dashboard and under ordering settings, click the Hide order items comments button to toggle yes. Customers will no longer be able to leave comments for the items they add to the cart.
Hiding order items comments


Add items to order with a single click

A customer can add an item to their order with a single click. This helps reduce the number of clicks a customer makes to complete an order. By default, this setting is enabled for new stores.

You can enable this feature via Settings > Ordering. While on the ordering section, scroll down to find and enable the toggle button labelled One click add to basket.

Enable single click basket update
Enable single click basket update

Customers can click on the + symbol on a store product to add an item to the shopping basket. If a store product has an image, then clicking on the image once will add the item to the shopping basket.

Click on the product image or + symbol to add item to cart
Click on product image or plus symbol to add item to cart

If the user wanted to view the details of the store product, they would need to click on the item’s name, description or price. Additionally, one-click add to basket only applies to items not associated with option groups or price variants.

Customers can click anywhere except the image or plus symbol to view item details
click on the name, description or price to view details

When One click add to basket is disabled, customers will have to click anywhere on the product(including the image and the plus symbol) to view the product details page.

Click anywhere on the product to view details and add to basket
click anywhere to view product and add to basket

On the details page, a customer can click Add to your order to add an item to the basket. This means more clicks even when the customer knows what they want to order.

You can add items to basket from the details page
Add to order button on item details page

Tip

The one-click add to basket feature is enabled for all new stores by default. You can turn off this setting if you want customers to always view the long description before adding an item to their order.


Set Order Processing Time

Giving your customer an estimated order processing time may go a long way in increasing satisfaction rates and, therefore, customer retention. GonnaOrder allows you to set your minimum and maximum order processing time labelled as Minutes until the order is ready.

This setting is available in the store settings under the ordering tab. You should fill in the minimum and maximum time (in minutes) that you typically need to process an order until it is ready.

Setting order processing time
Setting order processing time

The time you use here will show your customers who opt to receive order status change notification emails, particularly those who want to receive an order as soon as possible.
For example, if a customer submits a breakfast order at 6:31 AM and they have chosen to receive it as soon as possible, GonnaOrder will notify them via email that the order will be ready between 6:46 AM and 7:31 AM based on the minimum and maximum ordering times we set in the previous image.

Order status change email with estimated time
Notification time showing order processing times

GonnaOrder adds the minimum order processing time to when an order is submitted to arrive at the earliest possible time when the order can be ready. Similarly, GonnaOrder will use the store’s maximum order processing time to calculate when the customer can pick up or have the order delivered.

In a different case, if a customer chooses to have their order at a later date but without specifying the time, GonnaOrder will insert the said date into the notification email and notify the customer that the order should be ready on the given date.