GonnaOrder Help Center

Order Management

The Order Management tab under Settings is where store managers can configure emails, order processing times, notifications, accept, delete or update order settings.

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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 has arrived in the store. 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 from their browser even after closing the store.
  • 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 two 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.

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 labeled 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) 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.

Automatically Accept Orders

Often, you do not need to accept orders manually. This is usually possible because you have aligned the product catalog and have the capacity to fulfill every new order. In such cases, automatically accepting new orders relieves your staff of the duty to look through orders and accept them for processing.

This setting is best used with the automatic order printing feature so that orders are automatically accepted and printed out simultaneously. The kitchen staff/waiter can then collect the receipt from the printer and prepare/serve the respective order.

The setting is available on your store dashboard under Settings >Ordering.

Accept Orders Automatically
Automatically accept orders

Automatically Accept Orders in a Multi-catalog Setup

The automatic order acceptance setting is controlled by individual store settings. Therefore, in a multi-store setup, orders are automatically accepted only if the child store has the setting activated.

Orders will not be accepted if the setting is disabled for the child store, even if the setting is active on the parent.

You must, therefore, enable the setting in all child stores when necessary.

Order Status Changes and Notifications for Automatically Accepted Orders

Notifications for automatically accepted orders

Accepting orders automatically affects how you get notified of new orders. GonnaOrder provides multiple notification channels and methods and you will always have options to choose from.

Notifications that don’t work for automatically accepted orders

Continuous notification sound

How the Order Status Changes

The status of automatically accepted orders changes from Sent to Accepted upon submission. This does not require any action from the waiter. The new orders immediately appear on the Confirmed orders tab instead of the open orders tab. Your store may also send an order confirmation email if the respective setting is enabled.

Order Accepted Automatically; Status Changes From Sent To Accepted
If an order is automatically accepted, its status changes from sent to accepted.

Detailed Order Receipts

Admins can print the order receipts that are short in description or detailed. You can also select the font in which the order receipt needs to be printed. Navigate to Order Management tab in the Settings page.

Turn on the toggle switch Detailed order receipt pdf.

From the Order receipt pdf font dropdown, select the font desired for the order receipt. The settings will automatically be applied and saved.

Detailed Orde Receipt PDF
Detailed order