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The Orders tab is designed for day-to-day tracking: see every order, where it stands, and what time it came in. It is the screen your team keeps open during service. For each order, you can:
  • see its status and follow it as it moves forward;
  • cancel it if needed;
  • refund it, fully or partially.

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The order detail

Click an order to open its card. You will find:
  • the detail of the items ordered, with options and customizations;
  • the customer information, with a clickable phone number;
  • the delivery address when relevant;
  • the status, with the button to move it forward;
  • the cancel and refund actions.

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The statuses of an order

Acceptance is automatic. As long as the products are in stock and the order arrives within your opening hours, the order is accepted without any action on your side. There is no button to press for every order: your team focuses on preparation.

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Refunding an order

Refunds happen from the order card. The principle to remember: in every case, you refund the customer first — they never wait for a dispute to be resolved before getting their money back.
1

Open the order and understand what happened

The item detail and the linked conversation give you the context: missing dish, cold order, delivery gone wrong…
2

Problem on the restaurant side?

You decide on the refund, full or item by item, and that’s it. The refund history stays visible on the order.
3

Problem on the Uber delivery side?

Refund the customer first, then use the dedicated button to send a complaint form directly to Uber and get the delivery reimbursed. The form auto-fills with the right Uber order ID: you only describe the problem in a few words.
A problem reported by a customer in the conversation creates a bot report: you then reach the order directly from the conversation. See Conversations & customer support.