Introduction
The Okya Order Manager application allows store staff to manage incoming orders. The orders can come from the brand’s own channels (e.g., mobile apps, web apps) or aggregators (e.g., Grab, Foodpanda).
Store staff can use the Order Manager to move an order through the preparation stages.
When an order is updated from the Order Manager, the same update also propagates to the customer's device. For example, an order moved to “in preparation” will then show as being prepared to the customer from the web or mobile applications. Depending on implementation, it may also result in emails and/or push notifications being triggered to let customers know that their order was updated.
What Does It Do?
The Order Manager allows store staff to do the following:
See all current orders
See new, incoming orders
Accept or reject orders
View the details of an order
Update an order
All the above can be handled via a simple board view, which displays all the current orders by status.
Overview
To open the Order Manager view in the application, select the “Orders” menu at the top. The view shows all the current orders, displayed by status.
Whenever a new order comes in, it will be displayed at the bottom of the “Pending” column. When an order is moved to a different status, it will also display at the bottom of the new status column.
In other words, older orders always show first, and newer orders show at the bottom of the list.
Order Card
The order card contains all the necessary information for the store staff to prepare the customer's order and ship it at the right time.
Element | Definition |
Order origin | Shows from where the order was submitted (e.g., own channels, Grab, Foodpanda). The logo shown identifies the source of the order. |
Order number | The order number to which both store staff and customers can refer to identify an order. |
Order type | The type of order the customer placed. See more in the “Order Types” section. |
Payment method | The payment method used by the customer. See more in the “Payment Methods” section. |
Number of items in the order | The total number of products in the order. |
Customer name | The name of the customer who placed the order. |
Order time | The time at which the order was placed. |
Preparation countdown | A countdown towards the time at which the customer is expected to get their order. Store staff should aim at preparing each order before the countdown reaches 0. If the countdown reaches 0, it will turn red and display a negative time. |
Move order forward | The button to move an order forward in the flow. The next status for a given order depends on its current status. |
Cancel order | The button to cancel an order. Canceling an order requires providing a reason for cancellation. |
Order Types
The order types supported by the Order Manager are:
Delivery
Pickup
Dine-in
Curbside
Drive-Thru
It is a business decision to offer customers certain order types. While the order manager supports all the above, the business might not support all order types.
Payment Methods
While payment methods depend on what the business offers their customers, the standard payment methods are:
Cash
Card
Filtering Orders
The date filter allows users to filter orders by date. Pre-defined options are available for quick filtering, and dates can be specified for more custom date ranges.
The default filtering is “Today.”
Searching Orders
Store staff can search orders based on a few pieces of information:
Order number
Order type
Payment method
Customer name
Order Details
Tapping an order card opens up the order details screen. The details screen displays everything the store staff needs to know to prepare the order.
Similar to the order card, the details screen displays:
The order number
The order type
The preparation countdown
The customer information
The order information which includes
The products in the order
The quantity
The modifiers for each product in the order
The cost
The “Print” function only works if the device has a printer.
Updating Orders
Updating an Order’s Status
The primary goal of the Order Manager is to allow store staff to update orders’ status. An order can have one of the following status:
Order Status | Definition |
Pending | A customer placed an order. This order needs to be accepted by the store staff before is can be prepared. |
Accepted | A customer placed an order and the store staff accepted the order. |
In Preparation | The store staff is currently preparing the customer’s order. |
Ready for Pickup | The store staff has completed the order preparation. The order is awaiting pickup from the customer. |
Completed | The order has been completed and picked up by the customer. |
Canceled | The order was canceled by the store staff or by the customer. |
Order Flow
Orders can only flow in a specific direction. Orders can’t be moved to any arbitrary status. The columns on the order manager represent the order in which orders will flow. They will always go from one column to the next.
Canceling an Order
Store staff can decline or reject an order. In cases where the store can’t fulfill the order, it might be necessary to cancel it.
Store staff will be required to provide a cancellation reason when an order needs to be canceled.
Recalling an Order
Recalling an order means bringing it back to its previous state.
It can happen that the store staff moves an order forward by mistake. In such a scenario, in order to keep the order in the correct status without cancelling the order, store staff can recall the order to bring it one step back.
Order Synchronization
The orders shown in the Order Manager are coming from the e-commerce platform. It means that, although the Order Manager displays specific information about orders, those are the same orders that customers can see in their application.
To ensure that the Order Manager is displaying the latest orders list, you can refer to the “Sync” menu to see when the last orders list update occurred.
If a store uses multiple Order Manager devices, the same data is synchronized between all the devices deployed in the store.
The synchronization of orders on the kanban view happens automatically every few seconds. It is also possible to trigger the synchronization manually by tapping the "Sync" button at the top of the screen.
Store Closure
If the store cannot fulfill online orders, the store staff can toggle the store’s online availability on or off. This can be done via the store status dropdown in the top right corner.
When the store is open, tapping the store status dropdown will trigger a confirmation popup asking the store staff to confirm that they want to close the store.
Closing the store via the Order Manager will prevent new online orders from being placed for the store.
Orders History
The Order Manager enables store staff to consult the past history of orders they served. The history is accessible via the “History” menu.
Accessing the order history menu will display a list of past orders. Those orders are listed from most recent to oldest. The orders history list can be quickly filtered for all, including today, yesterday, and last week.
Similar to the orders board, the order history is also searchable. Past orders can be searched by:
Order number
Order type
Payment method
Customer name
The orders on the history screen are updated when the history screen is open. It is also possible to trigger the synchronization manually by tapping the "Sync" button at the top of the screen.