How to Pause, Unpause, Schedule a Pause, Cancel a Pause, or Temporarily Pause a Store from Order Manager

April Lara
April Lara
  • Updated

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Summary

This guide explains how to temporarily pause or schedule a pause for your stores. 

You may need to pause your store for a variety of reasons, including surges on incoming orders, internal issues in your kitchen, earlier closing hours etc. With this feature, you can temporarily pause your stores in different delivery platforms until your operations resume normality. 

It is important to know that pausing stores is a feature created for unforeseen or unplanned circumstances, like the ones aforementioned. For longer and planned pauses, such as national holidays or scheduled annual leaves, you should use the Special Hours feature while setting up your menu's default operational hours. 

Keep in mind that temporarily pausing your store does not override the default operational hours set for your restaurant(s). Also, unfortunately, for multiple locations brands, you'll have to pause each location's channels individually, as it is not possible to pause them all at once. 


User Instructions

Temporarily Pausing a Store on Supported Delivery Platforms

  1. Log in to Order Manager
  2. Select the store icon in the top right-hand corner. 
  3. Within the pop-up window, you can choose to pause individual or all storefronts.
    • To pause all storefronts at once, click on the Pause all stores button at the bottom of the window.
    • To pause individual storefronts, click on the Pause button on the side of each delivery platform or other integrated channels. 
  4. You will need to choose the pausing period from 5 minutes up to 2 hours, or for the rest of the current day.
    • Also, please specify the pausing reason.
It is important to know, pausing may take a few minutes to be reflected within the delivery platform or channel. And, after the specified period, the storefront(s) will automatically unpause. 

Unpausing a Store on Supported Delivery Platforms

  1. Log in to Order Manager
  2. Select the store icon in the top right-hand corner. 
  3. Within the pop-up window, you can choose to unpause individual storefronts or open them all at once.
  4. To unpause all storefronts at once, select the Open all stores button at the bottom of the window.
  5. To unpause individual storefronts, select the Unpause button on the side of each delivery platform or other integrated channels.

Scheduling a Pause for Supported Delivery Platforms

  1. Log in to Order Manager
  2. Select the store icon in the top right-hand corner. 
  3. Within the pop-up window, click on the Schedule a pause button, below the delivery platforms/channels list. 
  4. Choose individual or all storefronts for a scheduled pause.
  5. Specify the scheduled pause starting hour and the pausing reason
It is important to know that scheduled pauses are permanent, which means the storefronts will only be reopened upon the customer's decision. To cancel a scheduled pause or unpause a store, follow the steps in the specific section.

Cancelling a Scheduled Pause for Supported Delivery Platforms

  1. Log in to Order Manager
  2. Select the store icon in the top right-hand corner.
  3. Within the pop-up window, a scheduled pause can be cancelled by one of the following:
    • Selecting the X on the scheduled pause tag.
    • By clicking on the Cancel all scheduled pauses button below the delivery platforms/channels list.

Temporarily Pausing a Store on Unsupported Delivery Platforms

  1. Log in or reach out to your delivery platforms and follow their own steps.


Troubleshooting Pause/Unpause Issues

  1. If you are having trouble pausing or unpausing your stores through Order Manager, please reach out to our Support team through the chat box for further assistance.

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.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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