On this page
When a customer places an order with you, we email you right away so you can accept or decline it, and text you a reminder if you haven’t responded. If the order works for your kitchen, accept it from the order page, and we let the customer know right away.
Accept an order
1. From your Orders page, click the Needs Attention tab. New orders wait here until you accept or decline them.
2. Click Review Order on the order you want to accept. The order page shows the delivery date and time, the address, the headcount, and every item on the order.
3. If everything works for your kitchen, click Accept at the top of the page. If something’s off, like pricing, timing, or capacity, click Decline instead and tell us why. See How do I decline an order?
4. If your restaurant delivers its own orders, the first order you accept at each kitchen opens a popup. It asks you to confirm that your team will deliver the order to the customer’s address at the scheduled time. Click Yes, My Restaurant Will Deliver.
5. The order now shows Accepted, so your kitchen can start getting ready, and we let the customer know automatically. From here, you can download a Checklist PDF or print labels for your kitchen team.
What happens after you accept
- We email the customer that their order is accepted, and text them too if they’ve signed up for texts.
- We email you the full order, with a kitchen checklist and labels attached. For printing them, see How do I print meal labels for my orders?
- The day before delivery, the order shows up on your Re-Confirm tab, so you can re-confirm it. See How do I re-confirm next-day and last-minute orders?
- If the order is for today, or you accept it after 1:30pm the day before, accepting it also asks you to acknowledge the date and time. That counts as your re-confirmation.
- If the customer asks for changes later, we email and text you, and you review the changes from the order page.
- Once you accept an order, you can’t decline it. If something comes up, email us right away at support@catercow.com.
What if the Accept button is grayed out?
Your role doesn’t allow accepting orders. Admins and Managers can accept orders. Finance / Hands-Off Owner and Employee (Read-Only) teammates can’t. See What can each role on my team see and do?
What if I see an error when I accept?
- The error says the order was just updated. The customer changed the order while you were looking at it. Reload the page, check the changes, and click Accept again.
- The error says the kitchen has no bank account. Assign the kitchen to a bank account, then accept the order. See How do I add and manage my bank accounts?