Order management: fix any order, and take orders for your customers.
Change items, add a discount or charge, cancel with a reason and update many orders at once. When a customer calls, your team enters the order for them.
Free plan. No credit card needed.
Edit, cancel and bulk update orders
Change an order after it is placed, cancel it with a reason, and move many orders on at once. Every change is in the order history.
What can you change on an order?
After you accept an order, and before you start processing it, you can change quantities, add products, give a discount or add a charge. You see the new total and any refund before you save.
Any order that is not delivered can be cancelled with a reason. Many orders can move to their next stage together.
What you can do
The fixes owners make every day.
How editing and cancelling work
From a change request to a saved order.
Accept the order
New orders show Accept and Decline. Accept first, then you can edit.
Open Edit order
From More actions, beside Start processing.
Make the change
Change a quantity, add a product, add a discount or charge.
Check and confirm
See the original and new totals, the refund and a reason for each item.
Or cancel with a reason
Pick why, and the order moves to Done as cancelled.
One order, or many at once
Fix one order in detail, or move a whole tab on together.
Edit one order
Quantities, products, discounts and charges, with a review of the new total and refund before anything is saved.
Update many at once
Tick the orders, then change status, cancel or print kitchen tickets. Only valid next stages are offered.
Edit and cancel settings
What you can change, and the rules around it.
| Setting | Options | What it does |
|---|---|---|
| When you can edit | Accepted, before Start processing | Edit order shows only in this stage. After that, only Cancel order. |
| Item quantity | Minus, plus or type | The item total updates as you change it. |
| Add a product | Search, pick an option | Added as a new row with quantity 1. |
| Item discount | % or $ | A discount on one item. |
| Additional discount | Flat or percentage | A discount on the whole order. |
| Additional charge | Flat or percentage | An extra charge, such as packing. |
| Reason for a change | Out of Stock, Poor Quality, Request from Customer, Other Reason | Saved with each changed item. |
| Cancel reasons | Product unavailable, Unable to deliver, Payment verification failed, Duplicate order, Customer unreachable | Shown on the cancelled order and in its history. |
| Order settings | Cancellation rules, minimum order value | Cancellation rules by time or by status, and a minimum order value checkout asks for. |
| Bulk actions | Change status, cancel, print KOT | For the orders you tick in one tab. |
| Reschedule delivery | Customer unavailable, asked for another day, could not deliver, other | Pick a new slot. Needs delivery slots. |
| Notes | Order, From the customer, Delivery | Up to 100 characters, with a log of every change. |
Staff place orders for customers
Take an order on the phone or at the counter and enter it for the customer, from your dashboard or the Ordrio app. It goes into the same order list.
What is placing an order for a customer?
When a customer calls or walks in, your team builds the order for them: products, customer, delivery or counter, discounts and payment.
The order lands in the same list as online orders, marked as a self order, so phone orders and app orders are handled the same way.
What you can do
Everything an online customer can do, entered by your team.
How staff place an order
A phone call, turned into an order in a minute.
Open New order
From Orders, top right.
Add the items
Search by name or scan a barcode, pick the option and the quantity.
Pick the customer
Search by name or phone, or add a new customer.
Choose how it reaches them
At the counter, or delivery to a saved or new address.
Add a coupon or charge
Apply a coupon, an extra discount or an extra charge.
Place the order
Collect cash at the counter, or send a payment link from the app.
Staff orders for the customer and for you
The customer pays as they like. Your team enters the order.
A payment link on their phone
From the Ordrio app, your team sends a payment link. The customer pays by Wallet or card.
The order, entered for them
Items, customer, delivery and extras on one screen. The total shows on the Place order button.
Staff order settings
The choices on the New order screen.
| Setting | Options | What it does |
|---|---|---|
| Product search | Name or barcode | Alt+P jumps to search. Units in stock show beside each product. |
| New product | Add a new product | Add a product from the order screen if it is missing. |
| Customer | Walk-in, saved or new | Without a customer, the order is saved as a walk-in. |
| How it reaches them | At counter or Delivery | Choose delivery for phone orders going out. |
| Delivery address | Saved, new on the map, or search | Pick a saved address or add one. |
| Coupon | Your coupons | Apply a coupon to the order. |
| Extra discount | Flat or percentage | A discount on top of the items. |
| Extra charge | Flat or percentage | Such as packing. |
| Change at the counter | Transfer Cash or Transfer to Wallet | Return change in cash or credit the customer's wallet. |
Order management at work
Three calls a store gets every week.
An item ran out
Flour is short, so Grace edits the order from 2 packs to 1, picks Out of Stock and confirms. The refund of $3.45 shows before she saves.
A phone order
A customer calls for 4 bottles of milk and halloumi. David enters it for her saved address and sends a payment link from the app.
The evening round
The rider is back. The owner ticks all 18 orders out for delivery and marks them delivered in one go.
What happens when
The cases owners ask about.
Who uses order management
Stores that take calls, run out of stock and deliver in rounds.
Grocery and supermarkets
Swap or remove items that ran out.Ordrio for groceryMilk and dairy
Phone orders for regulars, by their saved address.Ordrio for milk and dairyWholesale
Staff enter orders for callers at their rates.Ordrio for wholesaleRestaurants
Phone orders and kitchen tickets in one place.Ordrio for restaurantsCatering
Orders entered for clients who call.Ordrio for cateringOrder management with the rest of Ordrio
Fixes and phone orders use the same money and stock.
Editing, cancelling, bulk updates, full and part refunds and staff orders come with every plan, Free included. Wallet and Loyalty are add-ons. Plans and price are on the add-ons page.
Order management questions
Yes, after you accept it and before you start processing it. Change quantities, add products, discounts or charges.
Yes. Edit the order and lower the quantity. The review shows the refund before you save.
Product unavailable, unable to deliver, payment verification failed, duplicate order or customer unreachable.
Yes. Tick them in one tab and change status, cancel or print kitchen tickets.
Not on a placed order. Add a Delivery note for the rider instead.
Yes. They use New order in the dashboard or the Ordrio app, and the order goes into the same list.
Yes. Coupons apply on the New order screen, and loyalty points work as they do online.
Yes, from the Ordrio app, or collect cash.
Yes, with Transfer to Wallet for a saved customer. See the wallet guide.
No. Create a new order from Orders instead.