The Order Management tab under Settings is where store managers can configure emails, order processing times, notifications, accept, delete or update order settings.
On This Page
- Email Customer on Order Status Change
- Send SMS Notification to Customers When Orders are Ready
- Email Customers When their Order Delivery Status Changes
- Set Order Processing Time
- Receive Email Notifications for All Incoming Orders
- Receive Out-of-Stock Email Notifications
- Enable Continuous Notification Sound for All Orders
- Allow Order Update by Store
- Allow Order Deletion by Store
- Automatically Accept Orders
- Manage How Order Receipt PDF Appears
- Select the Preferred Order Receipt PDF Font
- Enable Captcha Verification at Checkout
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 click Settings on the left menu. Click the Order Management tab and 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.
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 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.
- 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.
- 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.
- 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.
Order Status Email: Ready 
Order Status Email: Expected Time 
- 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 
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.
Send SMS Notification to Customers When Orders are Ready
You can notify your customers when their order is ready for pickup or collection via SMS. This setting ensures timely collection of pickup and delivery orders as customers are informed as soon as their order is ready.
However, only super users can enable this setting on your store and additional charges may apply. You can send your request to enable this setting to GonnaOrder support via support@gonnaorder.com.
This setting is available under Settings > Order Management > SMS notifications when order is ready . To enable it, toggle the button to Yes.
Here is a sample message sent to the customer, notifying them that their order is ready.
Requirements for Enabling SMS Notification when Order is Ready
- Only platform admins and super admins can enable the SMS notification when order is ready feature. The setting is available but deactivated for normal admin users.
- Additional charges may apply. Extra costs per SMS may apply and you need to come to an agreement with the support team on whether to pay per order or have higher subscription.
- The SMS will only be sent to the customer when an order is marked as ready.
- Customers receive the SMS notification on the phone number they included when submitting their order.
Email Customers When their Order Delivery Status Changes
It’s important to inform your customers about the progress of their order under delivery. You can enable email notifications to inform customers when a major delivery status change occurs. This ensures that customer are aware of when to expect their order to be delivered.
To enable the Email customer on delivery status change setting, follow these steps:
- Go to your store Settings and click the Order Management tab.
- Find the Email customer on delivery status change setting and toggle the Active button to Yes.
- Here’s a sample email sent to the customer when their order delivery status changed.
When enabled, customers will receive an email when:
- An order is picked up by the courier for delivery. The email will notify the customer that the order is on its way.
- An order has arrived at the delivery address provided by the customer during order submission.
- An order has been delivered to the customer, and the customer has successfully collected it.
Note
When you activate the Email customer on delivery status change settings, it is important encourage customers to provide their Email when submitting delivery orders.
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 Time range in minutes until order is ready.
This setting is available in the store settings under the Order Management tab. You should fill in the minimum and maximum time (in minutes) you typically need to process an order until it is ready.
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 an 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 if the set minimum and maximum time is 15 and 60 minutes, respectively.
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.
Tips to Consider When Setting Order Processing Time
The order processing time is a crucial order management feature that keeps your customers informed about their orders. However, you need to know several things about this feature to achieve the best outcome and ensure all the customer orders are fulfilled within the set time limits.
Setting Minimum Time: This refers to the average time needed to prepare an order. For example, if the average preparation time at your store is 10 minutes, you should enter 10 in the Minimum field. The exact time will vary based on the type of store. Fast food outlets may set a lower minimum time (example, 5–10 minutes). On the other hand, larger restaurants that handle more orders or offer customized dishes may require a higher minimum time (example., 15–30 minutes).
Setting Maximum Time: This is the maximum time an order should take to reach the customer. For stores offering short delivery ranges, add a few minutes to the minimum preparation time. For example, if the minimum time is 15 minutes and delivery takes 10 minutes, set the maximum time at 25 minutes in the Maximum field. For larger delivery areas, allow more time to ensure the order arrives within the promised timeframe.
Receive Email Notifications for All Incoming Orders
You can receive an email notification for every order placed in your store. However, you will need to provide an email address to which order emails should be sent.
Visit your GonnaOrder store dashboard and go to Settings > Order Management as shown in the image below.
In the order management section, there is a setting named Order Notification Email. Enter your email in the input field provided and click Save. Depending on the device you are using, you may have to scroll the page to find this setting.
Tip
The order confirmation email sent to the store admin contains the following details:
- A link to the order page of the specific store
- The reference order number and the total order value
- An A4 order receipt pdf attachment. View supported receipt types here.
Receive Out-of-Stock Email Notifications
GonnaOrder enables you to receive out-of-stock email notifications on the email you provide. This feature comes in handy when it comes to managing stock levels. It ensures that you are aware of items that are running out of stock, encouraging you to take necessary actions, like restocking.
For this setting to work, you must activate the Manage Stock feature on Settings > Catalog.
Also, you must activate Stock Check and enter the Stock Level on the items in your catalog. For this case, we activate stock check and set a stock level of 3 on Special Pepperoni Pizza ✨(store item). Visit the dedicated Set Up Stock Features help page to learn more about managing stock and how to enable stock check as well as set stock level.
When done, click Save to activate the new settings you just set.
With the said settings activated, it’s time to enable Out of stock notification emails. To do so, go to Settings > Order Management and toggle the Out of stock notification emails button to Yes. Next, enter the email you want to receive out-of-stock emails and click Save.
When a specific item or items‘ stock level reaches 1 or less, you will receive a notification on the email you provided, informing that the item(s) is running out of stock. For instance, if a customer submits an order with two Special Pepperoni Pizzas ✨, then you receive an email informing that the item running out-of-stock.
At this point, the new stock level for Special Pepperoni Pizza is 1, which automatically triggers the out-of-stock notification email.
If you no longer want to receive out-of-stock notification emails, you can simply toggle the switch to No.
Notes
- You can only receive out-of-stock notification emails if you have activated the Manage Stock feature on Settings > Catalog and Stock Check on the catalog items. Therefore, it is highly recommended to activate stock check on all items in your catalog to ensure you won’t miss out any item that is running out of stock.
- By default, the out-of-stock notification email setting is not active.
Enable Continuous Notification Sound for All Orders
Like with the email notification, this is a store-level setting that can only be activated in your dashboard. You do so by visiting your store dashboard and selecting Settings on the side menu, then choosing Order Management. .
Find Continuous Order Notification Sound and toggle the button to Active to activate. You will now hear a continuous bell sound every time there is a new order in your store. The sound will stop playing when you open the newest order in your store dashboard.
Tip
Keep the GonnaOrder open in a dedicated browser window to ensure a notification sound is played for every order. Some browsers may not play the sound if the browser tab with your store loses focus. See how to configure your Chrome browser for sound notifications below.
Troubleshooting Sound Notification Problems
GonnaOrder may be unable to play notification sounds for your orders even when you have enabled the continuous notification sound. This usually happens due to your browser’s sound settings, but it is possible to update and get notified.
Follow these instructions to update sound settings in your browser:
- Start the Google Chrome browser from the start menu or by clicking the desktop icon
- Find and click on the Customize and Control Google Chrome button
from the top right corner of the browser window. Alternatively, copy or type the following ULR chrome://settings/content/soundin the browser window and skip to step 8. - Click on the Settings option from the menu
- Choose Privacy and Security from the settings page
- Under privacy and security click on Site settings
- Scroll down to find Content settings and expand Additional Content settings
- Choose the Sound option
- On the sound settings page, toggle the button labeled Allow sites to play sound button to the right. GonnaOrder and other websites should be able to play sounds when this setting is enabled.
- As an extra step, you can add GonnaOrder to the list of websites allowed to play sound in your browser. To do this, click on the Add button and type in admin.gonnaorder.com.
Tip
You can enable sleeping tabs in Google Chrome if keeping the GonnaOrder tab open does not solve notification issues and the above troubleshooting process does not work. With sleeping tabs, GonnaOrder will always play a notification sound for new orders even when the tab loses focus.
Allow Order Update by Store
GonnaOrder gives you the ability to edit submitted orders. However, this feature is not enabled by default. Therefore, you can choose to keep it inactive or activate it to allow store staff to update orders.
To activate this setting, follow these steps:
- Go to your store Settings on the side menu and click the Order Management tab.
- Find the Allow order update by store setting and toggle the button to Active to activate it.
When you Allow order update by store, a new Change Order button appears on the order details page.
Clicking on this button will bring up the order page with the details of the current order. Here, you can update the order by:
Adding new items to the order
Changing the quantity of an item
Removing an item from the order
Adding customer details e.g, name, email, phone, and address
Changing discount voucher applied to order
See more on how you can make each of the above order updates on the dedicated Update Submitted Orders help page.
Once you make the changes on the order, click Update order to update the order with the changes.
Allow Order Deletion by Store
GonnaOrder allows you to delete orders submitted to the store. However, this feature is not active by default. Therefore, you can choose to activate it or keep it inactive.
If you allow deletion of orders in your store, follow these steps:
- Go to Settings on the side menu and click the Order Management tab.
- Scroll down to find Allow order deletion by store and toggle the button to Active.
When you activate order deletion by store, you can delete orders in all tabs (i.e., Open, Confirmed, Ready, Rejected and Completed) in the orders dashboard. You can delete a single or multiple orders in bulk by selecting the orders and clicking Delete.
You can select all the visible orders per page (up to 20 orders) for deletion by marking the checkbox appearing on the left of the orders header and clicking Delete. Deleted orders will no longer appear in your store and the action is irreversible.
Note When Deleting Orders
Deleted orders no longer appear in your store and the action is irreversible. Therefore, you must exercise the action with caution, especially when deleting orders in early processing stages (e.g., Open, Confirmed, and Ready orders).
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 > Order Management.
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 continue to work
Notifications that don’t work for automatically accepted orders
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.
Manage How Order Receipt PDF Appears
An order receipt pdf is one that is sent to the customer’s email address when they place an order at your store. Also, the same is sent to the store owner if they have provided their Order Notification Email.
As a storeowner, you can determine how you want the order receipts pdf to look like. The receipt can be short or detailed in description. Navigate to Order Management tab in the Settings page.
You can toggle the Detailed order receipt pdf button to Yes to print detailed order receipts.
When you set this option, the order receipt pdf contains all details about order items. This include the following:
- Item category
- Quantity (1x, 2x, and so on.)
- Price
- Short description (if provided)
- Long description (if provided)
- Price description (if provided)
- Price variant (if provided)
- Options (if provided)
Alternatively, you can toggle the button to No to print less detailed order receipts.
When you set this option, the order pdf receipt will only contain key details about the order items, that is:
- Order item
- Quantity (1x, 2x, and so on.)
- Price
- Price variant (if available)
- Options (if available)
Here is how an order receipt pdf with similar items will appear when you deactivate detailed order receipt pdf.
Select the Preferred Order Receipt PDF Font
GonnaOrder allows you to choose the font that will be used in the order receipt PDF. To select the preferred font, go to Settings > Order Management and scroll down to find Order receipt pdf font. Select the preferred font from the dropdown. It can either be Default, Noto Sans, Unicode, or Khmer. Once selected, the font of choice is automatically saved and applied in the future order receipt pdfs that are sent to the customer.
Enable Captcha Verification at Checkout
Enabling captcha verification protects your store from receiving fake and automated orders from bots and enhances security. We recommend enabling this setting if you have set Payment Options as Optional or Inactive. While your end customers may not witness the captcha verification when submitting an unpaid order on the checkout page, it is still effective and is designed to leave your actual customers‘ ordering experience unaffected.
To enable this setting, go to Settings > Order Management. Next, find the Enable Captcha at Checkout Page and toggle the button to Active.
You can switch the toggle to Inactive to stop captcha verification at checkout when submitting unpaid orders. Note that the captcha verification only applies when submitting an unpaid order – the verification doesn’t happen when a customer proceeds to pay online for their order.