How to Edit a Live Order in Order Manager

April Lara
April Lara
  • Updated

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This guide explains how you can edit or adjust a live order via your Order Manager.

A live order is an order currently on its way to being delivered or hasn't been fulfilled, either in preparation or waiting for a courier pick up. These orders may need to be edited for a variety of reasons, either upon a client's request or due to unforeseen issues in your business – such as out of stock items, for example. You may need to edit a live order's preparation time due to an increase in demand, or include or exclude items or special requests from the clients, etc.

Some delivery platforms do allow live orders to be edited, however, most do not. If your delivery platform allows it and is supported by Otter, you can adjust these orders directly via Order Manager. For unsupported platforms, you will need to contact or log in to your delivery platform directly for manual live order adjustments.


User Instructions

Editing Preparation Times for Individual Live Orders for Supported Delivery Platforms

  1. When auto-accept is on, incoming orders will have the default preparation times set on the Integrations tab on your Order Manager.
    You cannot update/edit accepted order prep times. However, you can update the default prep times if you feel the current time is no longer feasible.
  2. When auto-accept is off, orders will arrive on your Order Manager with the default preparation time set on the Integrations tab.
    You can change this prep time before manually accepting the orders through the order's notification pop-up or looking for the pending order on the Active orders list.


Including or Excluding Items on Live Orders on Supported Delivery Platforms

  1. On your Active order list, choose the live order that needs adjustment.
  2. Choose Adjust Order on the bottom right-hand side of the order details page.
  3. Select each item individually to edit them. You can increase or decrease the quantity of items and/or remove items from the order. Save each edit.
  4. After all adjustments, click on Save order on the bottom right side to validate the changes and order value.


Editing Live Orders for Unsupported Delivery Platforms

  1. Reach out or log in directly to your delivery platform for any type of order adjustments. Be aware that most platforms do not allow live orders editing.


Troubleshooting When Delivery Platform Overrides Otter's Default Preparation Times

  1. If you notice inconsistencies in the preparation times within Order Manager and on your delivery platforms, reach out to our Support team through the chat box for further investigation.


Related Content

If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • SMS/Text or Telephone - Send us a text or give us a call anytime at 1-888-681-8837 for prompt service from our support experts.

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