How to Edit a Live Order in Order Manager

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Summary

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.

     


 

Adjusting Live Orders on Supported Delivery Platforms

Currently, Uber Eats and DoorDash allow adjustments on live orders from Otter POS and Order Manager. Learn more on how to edit live orders for those supported delivery platforms here.

 


 

Editing Live Orders for Unsupported Delivery Platforms

To make adjustments to a live order from a delivery platform that is not currently supported to adjust within Otter POS or Order Manager— Reach out or log in directly to your delivery platform for any type of order adjustments. 

Find direct contact information here for some unsupported delivery platforms.

 


 

Troubleshooting When Delivery Platform Overrides Otter's Default Preparation Times

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.

 


 

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