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Online Orders and Square for Restaurants FAQ

What is the difference between Square Online and partnership integrations?

Square Online enables you to design your own website where customers can place online orders for pickup, curbside, delivery and shipping.

Partnership order integrations allow you to leverage popular ordering platforms your customers already use for pickup, curbside and delivery. Square for Restaurants directly supports Caviar, Postmates and DoorDash. Chowly allows you to integrate ordering partners not directly supported by Square for Restaurants, such as Uber Eats and Grubhub.

Both platforms will push online orders to the Orders tab in the Square for Restaurants app.

Can I manage orders with multiple locations?

Yes. However, because each device is location specific, you’ll only be able to manage one location per device.

Can I manage orders on Square Terminal?

Yes. Through Square Terminal you can view and filter your orders by status or type, update order progress and have your orders printed from the Square Terminal’s built-in printer.

You can learn more about managing orders on Square Terminal in our Support Centre.

Can I contact a customer about their order?

Yes. You can reach out to a customer regarding their order from your Order Manager page on either your Square Dashboard or Square Point of Sale app. This feature is ideal for gaining clarification on your customer’s order as well as any last minute changes, such as out of stock items or substitutions. Square Messages supports both text and email communication, as well as photo support.

To send a message to your customer:

  1. Go to Orders.
  2. Select an order and open the action menu ( . . . ).
  3. Select Message Buyer.
  4. Confirm that you have consent from your buyer to contact them.
  5. Type your message and hit Send.

You will receive an email notification when your customer responds. You can also enable push notifications by going to Messages and clicking the settings icon on Dashboard. Learn more about Square Messages.

Note: Square Messages will only be accessible to your employees with the following permission enabled: Grant access to view and send messages to customers. This includes access to items and customer data for sending messages. Learn more about managing your employees’ custom permission sets.

Will my Square Gift Cards work with partnership integrations?

Not at this time. When customers place an order through a partnership integration, they will not be able to use Square Gift Cards associated with your restaurant.

Keep in mind: If you’re accepting online orders with your Square Online, customers can use Square Gift Cards or eGift Cards to place pickup or shipping orders.

Can I send specific item categories to different printers for online order tickets?

Yes. If you’ve assigned item categories to different printer stations, when online orders come in, they’ll follow the same routing logic as orders placed in-house.

If I 86 an item from the Restaurants app, will customers be blocked from ordering online?

Yes. If you 86 an item in Square for Restaurants, it will appear as Sold Out online and cannot be ordered.

Can I cancel items once a customer places an order?

To partially or completely cancel an order, you’ll need to take action from the ordering platform where the order was placed. You will not be able to cancel an order from the Restaurants app.

Once the order is cancelled through the partner, it will be moved to Completed.

Can I take actions on multiple orders at once?

Yes, you can update the status of multiple orders or print multiple orders at once. To do so:

  1. Go to the Orders tab of your online Square Dashboard.
  2. Click Edit Orders and select each order you want to edit.
  3. Click Mark as complete for orders that have been completed.
  4. Provide a tracking number and carrier name for each shipment order, then press Save. Click Skip if you do not want to provide this information or if it is not required.
  5. Select Done editing once you are finished updating your orders.

Once your orders are updated, you’ll see the Status column update accordingly.

Why are orders auto-updating status without printing?

If you’re managing orders with an older version of the Square Point of Sale app, the order status will automatically move to In Progress and an order ticket will not print. To print or reprint an order ticket, head to the order details page, and tap Print.

Will dining options on my online Square Dashboard affect ordering integrations?

Dining options are for your in-house purposes only. Dining options on your Square Dashboard will not be visible to customers using online ordering integrations.

Do my employees need permission to manage pickup, curbside or delivery orders?

No, employees with access to the Restaurants app will be able to view and manage orders.

Where did my Adjust Tips tab go?

When you enable Orders for your device, the new tab will replace the Adjust Tips. To adjust tips, head to Transactions > Adjust Tips.

Learn more about using partnership integrations for accepting pickup and delivery orders with Square for Restaurants. Check out the full comparison of features between Square for Restaurants Free, Plus and Premium Plans.

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