Managing orders
The orders list, the order detail screen, approving and rejecting, advancing fulfilment, and handling payments and refunds.
Operations → Orders is where you handle every order from placement to hand-over.
The orders list
The list shows all orders and can be searched and filtered.
- Search by order number, customer name or phone.
- Filter with the toggle buttons: All orders, Needs approval, Today, Collection, Delivery.
- Each row shows the order number (with time and channel), the customer (with a tappable phone number), the method and date, the value, and status badges.
Needs approval stands out
Orders awaiting approval are shown in a strong (red) colour so they are easy to spot. These are usually pay-on-collection orders waiting for you to confirm.
The order detail screen
Opening an order shows everything about it, grouped into cards.
Status card
Shows the order status, payment status, and whether the customer has accepted. This is also where the main action buttons live (below).
Items card
Every line: quantity × product, the size/weight, the preparation choices (for example "Bone: none"), any line note, and the line total — plus the order total and a View receipt link.
Customer card
Name, phone and email. If the customer has an account, you also see their trust status (new, trusted or restricted), how many orders they have completed, any no-shows, saved addresses, and marketing consent. See Customers.
Fulfilment card (delivery orders)
The delivery address, plus fields to record the courier, a tracking number and delivery notes, and to mark it delivered.
Payment card
Tools to refund (amount and reason), record an offline payment (cash, card or bank transfer — amount, method and an optional reference), or record a deposit (amount only).
Approving and rejecting
New pay-on-collection (offline) orders arrive as awaiting approval and need a decision:
Approve
Approve confirms the order and commits the stock (turning the temporary hold into a firm reservation). The order moves into the preparation queue.
Reject
Reject cancels the order and releases its held stock and slot back to the pool. You must enter a short reason (at least a few characters) — it is recorded in the activity log.
Approving is what turns a request into a real, committed order. Until you approve, the stock is only held temporarily and the customer is not fully confirmed.
Advancing an order through fulfilment
Once an order is confirmed, a single button moves it to its next stage. The button's label tells you the next action:
| Current stage | Button label |
|---|---|
| Scheduled | Start preparing |
| Preparing | Mark ready |
| Ready | Send out for delivery (delivery) or Mark collected (collection) |
| Out for delivery | Mark delivered |
Each change is reflected instantly on the customer's tracking page.
Payments and refunds
From the payment card you can:
- Refund — enter an amount (up to the order total) and a reason.
- Record an offline payment — for example cash taken at collection: enter the amount and method, with an optional reference.
- Record a deposit — a part-payment against the order (amount only).
Money actions are careful by design
Payment and refund actions wait for the system to confirm before the screen updates, and every one is written to the activity log. This keeps the money side accurate and traceable.