How to build or change an order for a customer

Some customers would rather call than click. One missed the cutoff by an hour. Another wants next week sorted today. You can build their order yourself in your admin. You make the same choices they would make on your order page.

This needs the Admin order builder feature, which is listed on the Features page. Building an order needs the Manager role or higher.

Start the order

An order you build starts as a pending order. That is an order that is not placed yet. It becomes a real order when it is finalized.

  1. Go to Orders & Payments > Pending Orders and click New Pending Order.
  2. Pick the customer in Associated Customer.
  3. Pick the Menu. Each menu in the list says OPEN, CLOSED or UPCOMING.
  4. Click Add & Edit. The order opens.

Which menu to pick

Pick the OPEN menu for an order your customer can see. It shows in their cart on your order page. They can check out themselves, or you can finalize it for them. Add the meals right away. An open-menu order with no meals is cleared after about five minutes. Like any cart, the order must be placed before the menu closes. If it is not, it is deleted with the other unplaced carts.

Your customer has one cart for each menu. If they already have a cart for the open menu, change that order instead of starting a new one. "Change the meals of a customer's order" below shows how.

Pick a CLOSED or UPCOMING menu for a staff order. Your customer does not see a staff order. You finalize it for them.

The list shows how long each closed menu takes staff orders. Finalize the order before that time. If you do not, the order is deleted.

Add the meals

  1. Click Edit Pending Order.
  2. Pick the pickup or delivery spot in Selected Location.
  3. Under Meals, click Add meal. The list shows the meals on the order's menu, and the meals you offer on every menu.
  4. Set the Qty of each meal.
  5. Pick each meal's choices, such as a size or a side. You must pick a choice marked with *.
  6. Click Set next to Schedule Delivery Date and pick the delivery date.
  7. Click Update.

Each meal shows an estimated price while you work. The order shows its total after you click Update.

Charge delivery and order fees

Finalizing does not add your delivery fees and order fees unless you ask for them. To charge them:

  1. Uncheck Skip Auto-Assigned Fees and click Update.
  2. Click Finalize Now on the same page.

The box is checked again each time the page opens. So if you leave the page, uncheck it again before you finalize. You can also add a fee by hand under Fees.

Finalize the order

Click Finalize Now. Before anything is charged, a message shows the estimated amount due. On an order you built, the customer's credits pay first. Their saved card pays the rest.

The charge can differ from the estimate in these cases:

  • Delivery and order fees. The estimate leaves them out. When they will be charged, the message says Auto-assigned fees may be applied.
  • A cart the customer saved. On your order page, credits pay only when the customer clicks Apply Credits to Order. If they did not, their card pays the whole order, even when the message shows their credits.
  • A gift card. A gift card the customer added to their cart pays before the card. The estimate leaves it out.

The order shows in your reports like any other order.

Change the meals of a customer's order

You can change the meals of a customer's pending order with the same editor. Find the order on Orders & Payments > Pending Orders and click it. Then follow the steps in "Add the meals".

Meal plan orders do not have this editor. Their meals come from the plan.

Keywords: phone order, order on behalf of a customer, back-office order

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