Find and read an order

Search your orders, filter them, and understand everything on an order's page.

Orders in the left-hand menu holds every order this location has ever taken, whether the customer placed it themselves online or a member of your team rang it up on the till. Having both in one list is what lets you answer a customer’s question without first having to work out how their order reached you.

The tabs

• All shows everything together.
• Online shows only the orders customers placed themselves on your website.
• POS shows only the orders your team rang up on the till.
• Abandoned shows the customers who filled a basket online and then left without paying. It is worth looking at every so often, because a lot of abandoned baskets usually means something at the checkout is putting people off at the last moment. A delivery charge they were not expecting or a minimum order value they cannot reach are the two usual culprits.
• Settings holds the rules that decide how ordering works, which are covered in Order settings.

Find one order

Type into the search box at the top. It looks at the order number, the customer’s name, their phone number and their email address, so whichever detail the customer gives you over the phone is enough to find them.

When you are working through a longer list rather than looking for one order, use the filters instead: Method (delivery, collection, dine in or takeaway), Order Type, Payment Method, Payment Status, and a From and To date range.

What’s on an order

Click any row to open the order in full. Each section answers a different question you might have about it:

• The header gives you the order number, when it was placed and when it is wanted, along with whether it is Paid or Not Paid.
• Items lists everything that was ordered, with the options the customer chose and any notes they left, such as “no onions” or “ring the top bell”.
• Payment breaks the money down into the subtotal, any discount, the delivery fee, the service fee, the tip and the total, together with the VAT recorded against it.
• Delivery address appears on delivery orders and includes the flat number, the floor and the doorbell if the customer filled those in, which is what the driver needs when the building has no obvious front door.
• Timeline shows when the order was created, completed, cancelled or scheduled, so you can see what happened and when if a customer disputes it.
• Customer shows their name, phone and email, with a link through to their history with you.
• Payout appears on orders paid online and tells you how much of that order you keep and when it reaches your bank.

Print at the top of the page prints the order again on your receipt printer.

Refunds and cancellations

Which button you see in the header depends on whether the customer has paid. If the order was paid, Refund appears, and How to process a refund explains what happens next. If it was never paid, you get Cancel order instead, because there is no money to send back.

Last updated 20 September 2026