Accepting and Rejecting Orders

Managing incoming orders efficiently is key to keeping your customers happy and your kitchen running smoothly. This guide will walk you through how to accept new orders for preparation or reject them if you can't fulfill them, ensuring your customers are always kept in the loop.

How New Orders Arrive

When a customer places an order through your Tacoter online ordering website, it immediately pops up in your Tacoter dashboard. You'll hear a notification sound (if enabled) and see the new order clearly marked. These orders need your attention right away!

Reviewing an Order

Before you decide whether to accept or reject an order, you'll want to see all the details.

1. Click on the new order. This will open up the order details screen.
2. Review the order. Check the items, quantity, special instructions, and the desired pickup or delivery time. Make sure you have all the ingredients and enough staff to prepare it.

Accepting an Order

Once you've reviewed an order and are ready to make it, you'll accept it. This tells the customer their order is being prepared and helps you track your workflow.

1. Look for the "Accept Order" button. This is usually a prominent green button on the order details screen.
2. Click "Accept Order."
3. Confirm the action. A pop-up might ask you to confirm. Click "Yes" or "Confirm" to proceed.

Once accepted, the order will move from "New" to "Preparing" or a similar status, and your customer will receive an automatic notification that their delicious food is on its way!

Rejecting or Cancelling an Order

Sometimes, you just can't fulfill an order. Maybe you ran out of carne asada, your fryer is down, or you're unexpectedly closing early. It happens! Tacoter makes it easy to let the customer know.

1. Open the order you need to reject or cancel.
2. Look for the "Reject Order" or "Cancel Order" button. This is usually a red button on the order details screen.
3. Click "Reject Order" or "Cancel Order."
4. Select a reason (if prompted). You might be asked to choose from a list of common reasons, like "Out of Item" or "Restaurant Closed." Choosing a reason helps the customer understand why.
5. Confirm the action. A pop-up will ask for confirmation.

When you reject an order, the customer is immediately notified and, if they've pre-paid, their refund process will begin automatically. This helps maintain trust and keeps them informed.

Tips for Smooth Order Management

• Respond Quickly: Customers appreciate fast responses. Aim to accept or reject orders within 1-2 minutes of them coming in. This shows great customer service and reduces customer anxiety.
• Keep Your Menu Updated: To avoid rejecting orders due to "out of stock" items, regularly update your menu on Tacoter. If an item sells out for the day, mark it as unavailable so customers can't order it. Find out more about managing your menu.
• Train Your Staff: Make sure everyone who handles orders knows how to accept and reject them using the Tacoter dashboard. Consistency is key!
• Monitor Notifications: Keep an eye (and ear) on your Tacoter dashboard. Don't let new order notifications sit for too long.
• Communicate Internally: If you have multiple staff members, make sure there's a clear process for who is responsible for accepting/rejecting orders at different times.

Need help? Email ir@tacoter.com or call (800) 503-2670.