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
- Set Order Processing Time
- Automatically Accept Orders
- Manage How Order Receipt PDF Appears
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.
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 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.
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 valuable 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 time limits.
Setting Minimum Time: This should be the average time taken to prepare an order. So, if a store has an average order preparation time of 10 minutes, then this should be the number that you input in the Minimum field. This number depends on the nature of your store. For instance, fast food restaurants can set a lower minimum number of minutes (say 5 – 10 mins) while large restaurants that handle many orders and focus on customizing orders tend to set higher minimum number of minutes until the order is ready (say 15 – 30 mins).
Setting Maximum Time: This should be the maximum time that an order can take to reach the customer. Therefore, if you do delivery within a small range, then you can add a few minutes to the minimum number of minutes to set the maximum. So, if you have set minimum as 15 minutes and the delivery range is small (say it takes 10 minutes) you can set the maximum as 25 minutes. On the other hand, if you cover a large delivery range, then you may consider adding more minutes to ensure customers receive the order within the said time range.
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
As a storeowner, you can determine how you want the order receipts to look like. The receipt can be short or detailed in description. Also, you can select the font in which the order receipt should be printed. 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. Alternatively, you can toggle the button to No to print less detailed order receipts.
Once done, you can select your preferred font type from the Order receipt pdf font dropdown. It can either be Default, Noto Sans, Unicode, or Khmer. Once selected, these settings will automatically be applied and saved.
