How the On-Demand orders tab works

The On-Demand orders tab shows all your orders for immediate pickup or delivery, as they come in. You'll find it in the SOUS portal under Orders > On-Demand.

Board and Table view

Use the Table and Board buttons at the top left to switch between two views:

• Board: each order is a card in a column for its status, so you can see at a glance what needs to happen next.

• Table: all orders in one list, showing the fulfilment time, customer name, order type, delivery, order number and status.

What you see on an order

Each order card shows the pickup or delivery time, whether it's a pickup or a delivery, the order code, the channel the order came from (for example Storefront, Uber Eats or Thuisbezorgd) and the customer's name. Click the arrow on the card to see the full order, including every option and extra, and the total amount.

Order statuses

• Open: a new order that hasn't been started yet.

• Preparing: the order is being made. If Auto-accept orders is on, new orders move here automatically 30 minutes before their pickup or delivery time, and the order slip prints for your kitchen.

• Ready: the order is ready to be picked up by the guest or the courier.

• Fulfilled: the order has been picked up or delivered.

• Cancelled: the order has been cancelled.

Move an order to the next status by clicking the button on the order, for example Mark Ready, or by dragging and dropping it into the next column. To cancel an order, click the three dots on the order and select Cancel order.

You can turn Auto-accept orders on or off in Orders > Settings, on the Printing tab. See Pausing orders and setting order limits.

Orders from your Storefront

Orders from your SOUS Storefront can be pickup or delivery.

• Pickup: you can move the order to Ready and then Fulfilled yourself, but you don't have to. Instead, you can click Mark all as fulfilled under the board at the end of the day. This moves all orders of the selected day whose pickup or delivery time has passed to Fulfilled, which keeps your end-of-day reporting and reconciliation clean. To show this button, turn on Show "Mark all as fulfilled" in Orders > Settings, on the On-Demand board tab.

• Delivery: Storefront deliveries are made by Uber Direct. Click Mark Ready as soon as the order is ready. This sends the update to Uber, so your guest sees the progress in their tracking link.

Orders from Uber Eats and Thuisbezorgd

If you use the Mergeport integration, your Uber Eats and Thuisbezorgd orders also appear on the On-Demand board, so you can manage all your orders in one place. They follow the same statuses: the order opens in Open and moves to Preparing automatically if Auto-accept orders is on.

• Uber Eats: under the customer's name you see the driver status. It first shows that Uber Eats is looking for a driver, and changes as soon as a driver has been found. The driver usually arrives at your restaurant about 5 to 15 minutes later. We don't receive an exact arrival time from Uber Eats, so use this as a guide. Click Mark Ready as soon as the food is ready, so the guest can follow their order in their tracking link. The order moves to Fulfilled once it has been delivered.

• Thuisbezorgd: works the same way, but we don't receive the driver status or an estimated arrival time for these orders.

Tip: for every delivery order, click Mark Ready the moment it's ready. For pickup orders, Mark all as fulfilled at the end of the day is enough.

Choosing a date

The tab always opens on today, so you see the orders that are coming in right now. Use the arrows next to Today to go back or forward one day, or click Today to pick a date from the calendar.

Searching and filtering

Use the search bar at the top right to find a specific order. Click Filter to show only the orders you need:

• Vendor: choose which of your stores to show, if you have more than one.

• Status: show only orders with a certain status, for example only Open orders.

• Type: show only on-demand pickup or only on-demand delivery orders.

Printer, refresh and sound

• Cloud printer: if you use cloud printing, the label at the top right shows which printer is connected and whether it's online. You set up cloud printing in Orders > Settings, on the Printing tab.

• Connect Printer: if you print from a USB receipt printer, use this button to connect it. See the article Connecting a receipt printer.

• Refresh icon: reloads your orders.

• Speaker icon: turns the new-order sound on or off. Keep it on during service so you don't miss an order.

Questions about your orders? Contact us.