The Live Orders page is where you can view all incoming orders in real-time and change the status of orders. Orders are displayed in chronological order based on fulfillment time, from soonest at the top to the furthest out pickup date/time at the bottom.
For orders to arrive in your Live Orders screen, your store must be set to “Open” with at least one active menu. Click here to learn more about accepting your first order.
As you accept and fulfill orders, the order status will change automatically and send updates to your guests about their order. All statuses are listed below:
- New: The default status for all incoming orders.
- In Progress: This status applies once you select “Accept” on an order.
- Done: Orders that have been marked as ‘Ready’.
- Cancelled: Orders that were manually cancelled by you or your team. Cancelling an order creates a full refund for the customer.
- Refunded: Orders that are partially refunded.
The following status does not trigger customer updates, but help categorize your live and completed orders:
- Overdue: Any order where the fulfillment time has passed and the order has not yet been marked as “Ready.”
Adjustments to Live Orders Screen
Location: If you have Bento Ordering turned on for multiple locations, you may use the location dropdown to filter to the live orders view for each location.
Adjust Current Prep Time: This field overrides the default prep time temporarily (until midnight). Your order prep time gives customers an estimate for when ASAP orders will be ready. This value resets at midnight every day to your default order prep time.
Show Only Unaccepted Orders: Turn this toggle on if you’d like to show only the new orders in the Live board. All accepted orders will be moved to the “All Orders Page”.
How to adjust Prep Time when busy
If you are running behind or expecting an upcoming busy period, you can easily adjust the estimated time upcoming orders will be completed in by temporarily updating the Prep time.
To adjust Prep Time, log into BentoBox and go to Online Ordering > Live Orders > Locations and choose your desired location.
Here, you’ll see a dropdown field at the top for “Adjust Current Prep Time.”
Set a new prep timing using the options, separated out by 15-minute increments. This new value you choose will only change the Prep time for incoming orders. Your Prep Time will reset back to your Default Prep time, located on the Location Settings page, at midnight.
How do I know when I have new orders (Live Orders alerts)
If your location has Autopilot turned off and you are manually accepting orders, then you will receive an alert in these two ways when a new order comes into the Live Orders screen:
- A visual red banner at the top of the screen with the total number of new orders.
- A sound alert that repeats until the new orders are acknowledged.
To acknowledge and resolve alerts, you can either click “Dismiss” from the red banner OR move any order that triggered the alert to “In Progress”.
In addition to these visual alerts, click here to learn more about team notifications.