Merchant Setup

Overview

Online ordering is configured per branch, because hours, delivery zones, payment providers, and pricing can all vary by location. This article walks through the merchant-side setup in order.

Prerequisites

Before enabling online ordering for a branch you need:

1. A published menu assigned to the branch (Catalog → Menus → Publish).
2. The branch's address and timezone correctly set (Settings → Branches).
3. At least one payment provider configured if you plan to accept online payments (see Payment below).
4. A Menu Link if you want a brandable customer entry point (Sidebar → Menu Links).

Step 1: Enable online ordering on the branch

1. Settings → Branches → [your branch] → Online Ordering.
2. Toggle Online Ordering: Enabled.
3. Pick which order types are allowed: any combination of Dine-In, Pickup, Delivery.
4. Save.

Step 2: Set your online-ordering hours

In the same Online Ordering tab on the branch:

• Default: customers can order whenever the branch is open (uses the branch's general hours).
• Custom hours: define separate online-ordering hours per day. Useful if you take pickup later than dine-in, or open for delivery only at lunch.
• Future-order window: how far in advance customers can schedule an order (e.g. up to 7 days out).
• Cut-off: how close to closing time you'll still accept an ASAP order (e.g. orders must be placed at least 30 minutes before closing).

Step 3: Configure delivery zones (Delivery only)

If you've enabled Delivery:

1. Settings → Branches → [your branch] → Delivery Zones.
2. Add Zone to draw a polygon on the map around your branch's delivery area.
3. Per zone, set:

• Delivery fee (flat or distance-based).
• Minimum order value.
• Estimated delivery time (shown to the customer).
• Active toggle.

1. Save.

You can stack multiple zones, for instance an "Inner" zone with a small fee and a "Outer" zone with a higher fee and longer ETA.

Customers whose dropped pin doesn't fall inside any active zone will be told the branch can't deliver to them.

Step 4: Connect a payment provider

Settings → Payment Methods (or Branch → Payment Methods if you set them per branch).

Supported providers in online ordering today:

• Stripe: international card payments.
• Paymob: popular in MENA.
• Fawry: popular in Egypt.

Follow each provider's connect flow (you'll need a merchant account with them). Once connected, payment methods become available at customer checkout.

You can also enable Cash on Delivery / Pay at Pickup as non-online options that don't need a provider.

Step 5: Pick a customer entry point

You have three options, and you can use more than one:

Option A: A Menu Link

The most flexible. Sidebar → Menu Links → Create New Link. You configure:

• The branch + published menu pairing.
• Branding (logo, cover, primary / secondary colours).
• A custom URL slug.
• A printable QR code for table-talkers or flyers.

See Menu Links for the full flow.

Option B: Table QR codes (for Dine-In)

Each table can have its own QR code that drops the customer into the table's session.

1. Sidebar → Table Management → Floors → [your floor] → Tables.
2. For each table, click the QR action to download the table's QR code as PNG.
3. Print and laminate the QR (table talker / sticker / menu insert).

When a customer scans, they land on the menu with the table pre-selected.

Option C: Direct branded URL

If you've configured a custom domain, the branch is reachable directly at https://order.<yourdomain>/<branch-slug>. Useful for embedding in your own website's "Order Now" button.

Step 6: Test the flow yourself

Before you go live:

1. Open the customer entry point on your phone (not desktop, most customers will be on mobile).
2. Place a real test order with a small item and a real card.
3. Check it landed in Live Orders in the dashboard.
4. Check it printed to the right kitchen station.
5. Move it through statuses, confirm the tracking screen updates for the customer.
6. Refund the test order from Orders → [the order] → Refund.

Day-to-day operations

Pausing online ordering temporarily

Slammed kitchen? Settings → Branches → [branch] → Online Ordering → Pause for N minutes. Customers will see "Branch is currently busy" until you un-pause.

86'ing an item (running out of an item)

Sidebar → Selling → Item Availability. Toggle the item off. It greys out on the customer menu within seconds; carts that already contain the item are warned at checkout.

Changing the menu mid-service

Publish your changes from the Menu page. The customer app pulls fresh menu data on each visit, so changes are visible to new sessions immediately. Carts already mid-flow keep their existing prices.

Handling a problem with one order

From Live Orders, open the order, then use Cancel (with a reason), Refund (full or partial), or Add a Note (visible internally). For dine-in disputes, the order's table session is on the same screen so you can see the full bill.

Related articles

• Online Ordering Overview
• Customer Experience
• Troubleshooting
• Menu Links

Key Concepts

• Per-branch settings: Most online-ordering config is branch-scoped because the operational realities differ per location.
• Delivery zone: A polygon (drawn on a map) where delivery is offered. Multiple zones can stack with different fees.
• Cut-off: How close to closing you'll still accept an ASAP order.
• 86 / Un-86: Restaurant slang for marking an item out of stock / available again.