Order Management
Accept incoming orders, set or extend ready times, move orders through fulfillment, and cancel orders from the Menuella Orders workspace.
Order Management is the working area for handling an order from arrival to handoff.
Where to find it: Operations → Orders
Before acting on an order, confirm that the correct restaurant and store are selected. Order actions, availability, payment information, and customer details are store-specific.
Accept a new order
- Open Orders and select an order with the New status.
- Review the items, modifiers, customer details, fulfillment method, notes, and payment status.
- For an ASAP order, choose the estimated ready time. The available quick choices are 5, 10, 15, 30, 45, or 60 minutes.
- Select Accept Order.
For a scheduled order, the scheduled time supplies the timing information. The ready-time selector is not shown during acceptance.
Menuella does not use a separate Reject action. If the restaurant cannot fulfill a new order, use Cancel Order and provide a clear reason.
Move an order through service
The next action depends on the fulfillment method:
| Current status | Takeaway | Delivery |
|---|---|---|
| New | Accept Order | Accept Order |
| Accepted | Mark as Ready | Mark Out for Delivery |
| Ready | Complete Order | — |
| Out for Delivery | — | Mark as Completed |
Scheduled orders can remain Accepted until their preparation window. When the order is eligible to advance, use the same fulfillment action. If preparation must begin early, use Start preparing now when that action is available.
After an order is ready, or after it has gone out for delivery, complete it when the guest has received it or the handoff is finished.
Change the ready time
For an accepted order that is still being prepared, select Add extra time and choose the additional minutes. The ready-time countdown updates for the active store.
Ready-time extensions are not offered after a takeaway order is marked Ready or after a delivery order is marked Out for Delivery.
Cancel an order
- Open the order and select Cancel Order.
- Choose a suggested reason or enter a custom explanation.
- Confirm the cancellation.
Cancellation is available before completion, including for a new order. The cancellation reason is saved with the order. A completed or already canceled order cannot be canceled again.
Payment information
The order detail displays the payment method and current payment status, for example Paid · Card, Paid via PayPal, Collect cash on pickup, Payment failed, or Refunded.
The Orders workspace does not provide a separate refund button. When a paid online order is canceled, Menuella automatically starts the refund through the connected payment provider, such as Stripe or PayPal. The order shows Refunded when the refund is recorded. No separate support request is needed for this normal cancellation flow.
Cash payments are different: cancellation does not create an automatic cash refund. Handle any cash return through the restaurant’s cash process.
Related guides
- Orders — Overview of the Orders workspace
- Finding Orders Across Menuella — Find live, scheduled, and completed orders
- Order Status and Fulfillment — Understand each status
- Refunds and Cancellations — Cancellation reasons and payment follow-up