Managing Online Orders with the integration enabled

Pro Tip: Before using this article please check with your manager if your store:

1. Has one or more active accounts on any of the following Online Ordering platforms - Uber Eats, Menulog and Door Dash;
2. The store's accounts with these platforms are integrated into the Lightspeed POS.

Managing Orders with the enabled Online Ordering integration is almost as easy as doing it in the usual way. Please, read this tutorial and follow the steps and recommendations laid out in it.

Pre-Requisites:

To operate the online ordering workflow efficiently, please, make sure that you have Uber Eats, Menulog and DoorDash terminals installed, turned on and connected to the Internet. The integration of the Online Ordering platforms with your POS gives you the speed and the accuracy in your operation, however you still need Uber Eats, Menulog and DoorDash terminals to be turned on and connected to manage a few everyday scenarios such as removing out-of-stock items from your menu, or turning the status of your store to "busy" or "closed" in case of emergencies.   

By default, we enable the auto-accept feature in your POS which automatically accepts all orders from the Online Ordering platforms, registers them in the system and sends the message to the customers and drivers that the order was accepted by the store. Note: If you wish to disable this feature, please, contact us at [e-mail]. 

Accepting online orders

1. You will be notified about an order coming from Uber Eats, Menulog and Door Dash to your POS register when it sounds a notification and the "Orders" tab in the top-right of the POS system starts flashing.

2. Tap on the flashing "Orders" tab and bring the new order on the right-side tab. Taping on "Accept" will register in the order in the system and print out the production docket. 

Pro Tip: Tapping "Reject" will not reject order i.e. no message will be sent to the customer advising that their order cannot be accepted as by default (please, see Pre-Requisites for details). 

3. The information on the production docket will help you with making and packing the order before the driver or the customer arrives to pick it up.

4. Please, put the order in the delivery bag and wait for the name and the items on the order, 

Pausing online orders

To pause incoming orders on Uber Eats:

1. Access Uber Eats Orders
2. In the top left corner, select the menu icon
3. Tap the “Pause new orders” button
4. Select how long you’d like to pause orders, then select a reason
5. Tap “Confirm”

Apply similar steps on the Menulog or DoorDash terminals. 

The Uber Eats Orders app may also automatically pause incoming orders.

This can happen for two reasons:

• Multiple orders in a row that go unaccepted
• Your acceptance time is longer than usual, resulting in customers canceling orders

Marking products "out of stock"

If an order is in progress and a delivery person hasn’t already been dispatched, use Uber Eats Orders to notify the customer that you’ve run out of an item:

1. Tap the order.
2. Tap the three dots next to the item that is not available, then tap “Out of stock”.
3. Tap the check box to select the item(s) as out of stock.
4. Tap “Mark out of stock” to notify the customer (wait to hear back before you prepare this order - the customer has 10 minutes to confirm whether they want to continue with this order or update it).

NOTE: You may not see the option Out of Stock. This depends on how the customer placed the order or if a delivery person has already been dispatched. If you don’t see this, select Contact Customer instead by tapping on Manage Order in the top right section of the order info screen.

If other menu items are affected:

1. You’ll see a prompt to “Go to menu.”
2. For each menu item, mark “Sold out today” or “Sold out indefinitely.”
3. Tap “Submit.”

Pro Tip:
Items marked as “Sold out today” are hidden from customers until the following day
Items marked as “Sold out indefinitely” remain unavailable until you change it to “Available”

Apply similar steps on the Menulog or DoorDash terminals. 

Super Pro Tip:

Do not allow the missing item to ruin your online order. Call the customer (their number is on the production docket) and suggest to replace the missing product with the similar value item!

If you have any questions or queries, please, find us at [e-mail]!