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Managing Online Orders with Square FAQ

What’s 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, local delivery, QR code ordering or shipping. Learn more about getting started with Square Online and setting up Square Online with Square for Restaurants.

Partnership order integrations allow you to leverage popular third-party ordering platforms your customers already use for pickup, curbside and local delivery. Learn more about managing online orders with Square for more information on integrating an ecommerce partner.

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

Why are my delivery orders reflecting as pickup or curbside in the app?

When a customer places an order through a third-party partner, you’ll be able to view them in the pickup or curbside sections of the Orders tab.

I want to receive a notification every time I receive a new order. How can I set this up?

On your Square Point of Sale app:

  1. Go to Settings > Orders from the main menu and tap Alerts & Notifications.
  2. Toggle on Allow notifications to receive a notification on your device when you receive a new order.
  3. You can also toggle on Allow curbside alerts to receive an alert when your customer arrives for a curbside pickup order.

Make sure that you’ve also allowed notifications for the Square POS app on your device.

Note: Push notifications will not show up on Square Terminal or Square Register.

Can I manage orders for multiple locations from the app?

Yes, simply switch your location in the app to view orders for that location.

Can I manage orders with shipment fulfillment in Square Dashboard?

Yes, you can manage all your shipments from your Square Dashboard for orders placed through Square Online, Square Point of Sale and Square for Retail.

Will my Square Gift Cards work with partnership integrations?

Not at this time. When customers place an order through a partnership integration, they won’t be able to use Square Gift Cards associated with your business.

Note: If you’re accepting online orders through Square Online, customers can use Square Gift Cards or eGift Cards to place 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.

Can I cancel items once a customer places an order through a partner?

To partially or completely cancel an order, you’ll need to take action from the ordering platform where the order was placed. You won’t be able to cancel an order from the Square app. Once the order is cancelled through the partner, it’ll be marked as Completed.

Can I delay the fulfillment time (pickup or local delivery time) of an order in Square Point of Sale?

The answer depends on where the order originates. Some integrations allow the delay of the order fulfillment time. Please contact your integration if you would like this feature.

Can I temporarily extend item prep times during busy periods?

Yes. To temporarily add 15 minutes to a location’s prep times:

  1. From the navigation bar in your Square Point of Sale app, tap Orders. If you don’t see Orders, tap More and select Orders.
  2. Tap the clock icon on the Order Manager screen to view your Order Timing settings.
  3. In the “Prep time” section, toggle on Busy Mode.
  4. Select how long you want Busy Mode to last: 15 minutes, 30 minutes or 1 hour. While Busy Mode is on, 15 minutes will be added to your current location prep time.
  5. Tap Save.

Once enabled, you can see the remaining time in Busy Mode on your Orders page. Here, you can also select Exit Busy Mode to resume your regular prep times or select Extend to extend the duration of Busy Mode.

Can I temporarily stop Square Online orders from Point of Sale?

Yes. To pause incoming Square Online orders from your Point of Sale (version 5.93 or later):

  1. From the navigation bar, tap Orders. If you don’t see Orders, tap More and select Orders.
  2. Tap the clock icon on the Order Manager screen to view your Order Timing settings.
  3. In the Pause Orders section, select Pause for pickup or delivery orders. Tap Save.
  4. Choose when you want to resume online orders and tap Save.

You can see the remaining pause time and resume online orders instantly from the Orders tab.

Why is the status of my order marked in red?

The status of an order will be in red if the order is at risk of being late. This is determined by looking at the prep time, pickup time and the time the order was placed. You can set up these timelines from settings in Square Online or with your order integration partner.

For example, if an order is placed at 10:00 a.m. for pickup at 10:30 a.m., and there’s a prep time of 35 minutes, the order status will be marked in red as the order is at risk of not making the pickup time. Orders marked in green aren’t at risk of being late, allowing you to prioritize appropriately.

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

Yes, employees with the permission enabled to view orders will be able to view and manage those order types.

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