Waiting Times
Control when customers expect their order
Waiting Times:
- Manage customer expectations during busy periods
- Give your kitchen breathing room when backed up
- Prevent order overload
- Are automatically shown to customers before they order
Increase waiting times when:
- Kitchen is backed up
- You're hort-staffed
- Large group orders are coming through
- Equipment issues are slowing you down
Decrease waiting times:
- During a quieter period
- Extra staff are available
Remember:
- Be realistic - it’s better to over-estimate and deliver early than promise 30 minutes and take an hour.
- Update regularly - Check every 30-60 minutes during busy periods.
- Communicate major delays - If running 30+ minutes over normal time, tell customers directly.
Update Waiting Times From Your Dashboard:
- Go to the dashboard
- Click Collection Methods under STORE CONFIGURATION using the Navigation Bar
- Select your service type (Delivery, Pickup, Table or Sitin)
- Look for 'Choose a waiting time' or 'Maximum waiting time'
- Enter your time (hours:minutes; e.g., 00:15 means a 15 minute waiting time)
- Click Save
Update Waiting Times From Your Order Digital App:
1. Go to the order screen (after starting the station). The order screen is shown below.
2. Press the clock icon in the bottom left corner of the screen
3. Adjust the waiting times per collection method using the plus and minus buttons. See the screenshot below.
4. Press Confirm
6. Click Save
Common Questions
What happens to orders already placed when I change the waiting time?
Existing orders keep their original waiting time. Only new orders placed after your change will show the updated time.
Should I set different waiting times for delivery vs pickup?
Most probably - you can set different waiting times for each collection method (Delivery, Pickup, Table). Deliveries usually need longer waiting times than pickups.
Can I hide the waiting time from customers?
Yes, if you choose so. We recommend against doing this so that the customer knows what to expect before placing the order. The setting to hide the waiting time is right underneath the waiting time itself.
What if I forget to decrease the waiting time after the rush ends?
You might lose orders - customers may see "100 minutes" during a quiet period and decide not to order. Check and adjust regularly throughout service.
Can I select different waiting times for different products? Can I select different waiting times for different delivery areas?
No - waiting times are set just according to the collection method.
Is there a maximum waiting time I can set?
The system allows up to 24 hours (24:00), but we don't recommend setting waiting times over 2-3 hours for most businesses. Very long waiting times may discourage customers from ordering.
Still need help? Email support@orderdigital.co.uk
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