When the kitchen is running behind, move the order's time rather than let the customer arrive to nothing. The POS emails them the new time.

Change the time

  1. On the POS, open the Online Orders screen.
  2. Open the order's card, if it isn't open already.
  3. Tap Update time.
  4. Under Add time, tap how much longer you need — +5 min through to +60 min. Or set an exact Start date and Start time.
  5. Check the window shown under New time, then tap Update & notify customer.

The card reads Order time updated when it's through. Tap Close.

Tapping +15 min twice adds half an hour to the time you have already set, not to the original. An order the customer asked for as soon as possible gets a half-hour window starting when you say; an order they scheduled keeps the length of window they chose.

Which orders you can change

Pickup and delivery orders, while they are still new or in progress. Once an order is marked ready, completed, declined, cancelled or refunded, the button is gone.

Change the time as often as you need to. The new time has to be in the future, and within six days of when the customer placed the order.

What your customer sees

They get an email headed Order Time Updated, showing the new window with the old one struck through. The page they landed on after ordering updates itself too, and tells them you changed the time.

If there's no Update time button

  • Another station handles online orders. Only the station set as Main POS for Online Orders can change the time — see Opening and pausing online orders.
  • It's a QR order, or the order is finished. Neither can be moved.

If it doesn't go through

Read the message before trying again. They don't all mean the same thing.

  • The order still has its original window — nothing changed. Tap Retry confirmed update.
  • The update could not be confirmed — tap the refresh icon beside Current time to see where the order actually stands, then decide.
  • The server updated the time, but the local order could not be refreshed — it did go through. Refresh the order. Don't send it again.
  • The order changed — someone moved it while you were choosing. Check the current window and pick a new time.

For the rest of the online-order flow, see Your online ordering hours and QR ordering in your store.