Order Management

Here you'll learn how to manage incoming orders and keep customers informed about their status.

RECOMMENDATION: Use a smartphone or tablet and set the notification volume to an audible level. For the web version of the Terminal, it's best to use Google Chrome.

When You Can Take Orders

You'll see the Orders section when you've enabled customer ordering (online orders or table service) and chosen at least one service type (pickup, delivery, or dine-in).

Order Status Journey

Every order goes through these stages:

New Order: Just arrived, waiting for you to respond
Accepted: You've confirmed the order and are preparing it
Ready: Food is prepared and ready for pickup or delivery
Declined: You've rejected the order (customer gets refunded)

Open Orders

All your incoming orders and those that have not yet been sent or are in progress are displayed here and managed from here. This is normally the page that should be open for working with Gustaio.

Managing Orders

Step-by-Step Order Process

Order Arrives: You'll hear a notification sound and see the new order
Review Details: Check what they ordered, customer info, and any special requests
Accept or Decline: Decide if you can fulfill the order
Print Kitchen Receipt: Receipt prints automatically to help your kitchen staff
Update Status: Mark the order as ready when food is prepared
Complete: Order is finished when customer picks up or receives delivery

Accepting Orders

Click the thumbs up to accept the order.

Note: After acceptance, customers receive a notification that the order has been accepted and the receipt for the order is printed if a suitable printer is connected. (More about this under Printers).

You can also accept an order and at the same time tell the customer the waiting time. To do this, you just need to click on this symbol and then specify the waiting time.

If the customer has already selected a time when ordering, you can also override this if the time should not be realistic.

If you want to use a time-point-based system for accepting, we ask you to send a brief message to the Gustaio team with the desired time interval so that we can activate the setting for you.

With this option, you can specify directly when accepting the order when it will be delivered or completed.

Automatic Order Acceptance

Where to find it: Settings → Order Settings
What it does: Automatically accepts all new orders without you having to click accept

How to set it up:

Go to your Settings
Find Order Settings
Turn on Auto-Accept
On Android devices, this works even when the app is closed

Your options:

Review Each Order: You decide on every order (recommended when starting)
Accept Everything: All orders are automatically accepted (good for busy times)

Declining Orders

Click the prohibited symbol (to the right of the accept button) to decline the order.

Note: A window opens where you can enter the reason for declining. Please enter a short sentence in the text field if possible so that the customer knows why it was declined. If you decline an order that was paid for by card, the money is automatically refunded/charged back to the customer.

Types of Orders You Can Accept

Customer Pickup

What it is: Customers order online and come to collect their food
What you need: Your restaurant address in settings
How it works: Customer orders → pays online → gets notification when ready → picks up

Delivery Service

What it is: You deliver food to the customer's location
What you need: Set up your delivery area and delivery fees
How it works: Customer orders → pays online → you check address is in your area → deliver

Dine-in/Table Orders

What it is: Customers order from their table using QR codes
What you need: Table service enabled and QR codes set up
How it works: Customer scans QR code → orders from table → pays → you serve at table

Future Orders (Pre-ordering)

What it is: Customers can order for later today or future dates
What you need to set up:

Enable scheduled ordering in settings
Set time slots (like every 15 or 30 minutes)
Make sure your business hours are configured

Good for: Lunch rushes, special events, or busy periods when customers want to plan ahead

Order Details

Under the customer's "name", you'll see what type of order it is:

Delivery: The customer's full address is shown
Self-pickup: "Self-pickup" is written in bold along with the customer's phone number
Table order: The customer's name is shown with the table number in bold

Under "Payment", you can see which payment method the customer wants:

Cash payment: Payment directly at the door, locally for pickup or at the table
Card payment: Payment directly at the door using a bank card or card on a mobile POS device
Credit card: Order has already been paid online!
Monni: The customer wants to pay using the South Tyrol-wide Monni card at the Monni card POS

Under "preferred delivery time/pickup time", the time is displayed if the customer has selected a preferred time. This information is also displayed when you accept the order and select a time there.

Once the order has been accepted, you can subsequently change the time by clicking on the clock symbol next to the displayed time.

For tracking or coordination, each order receives a unique code. This is also printed on the receipt if you need it. You can also tell us the code if there are problems so that we can find the order faster.

If the customer has added special requests or comments to the order, you will see these highlighted in color under the general order details.

Finally, the ordered items are displayed including all details and extras.

For already accepted orders, you also see a "printer button". This allows you to send the order to the printer again if needed to reprint it.

You also see the color codes of your printers there and can see at a glance which printers the order is printed on.

Workflow

Accept or decline order
Prepare order until it's ready for delivery/pickup
Complete/send order using the "send symbol" (truck or box)

Note: Customers receive a notification on their smartphone that their order is on the way or ready for pickup, and the order disappears from your overview to make room for new orders.

PRO TIP: Create an order at your own shop. This way you can best see how everything ultimately looks and works.

Sound Playback for Incoming Orders

In the top right is your shop logo. Clicking it opens a menu that takes you to the app settings. Here you can also turn on the sound so that your device rings when there's a new order.

If you now set "Sound" to "Active", the app will play a sound for incoming orders.

If you want to use the app in the background alongside other apps, it's also recommended to turn on notifications if you haven't already done so. This way you definitely won't miss any new orders.

INFO: If you're using the web version of the Terminal and want to hear the sound, the "open orders" tab must be open somewhere on the PC. The tab can also be in the background as long as the "open orders" page is displayed within the Gustaio app.