Pausing a Store

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

How to Pause My Store

Step	Process	Image
1.	To pause your store via Otter Order Manager, use the Store-icon in the upper right-hand corner of your screen to pop open the sidebar.    If you're using New Order Manager, select “Storefronts” on the homepage
2.	Within the pop-up window, you can choose to pause individual or all storefronts(if supported by the Food Delivery platform). 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.
3.	Follow the prompted steps in Order Manager to complete the desired action. 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.

How to Unpause My Store

Step	Process	Image
1.	To unpause your store via Otter Order Manager, use the Home-icon in the upper right-hand corner of your screen to pop open the sidebar.    If you're using New Order Manager, select “Storefronts” on the homepage
2.	Within the pop-up window, you can choose to unpause individual storefronts or open them all at once. To unpause all storefronts at once, select the Open all stores button at the bottom of the window. 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. 

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.
2. "I received a Pop-up that Says My Store is "Unavailable on One or More Delivery Partners".

   This could be due to your store being closed/paused unintentionally or disconnected from our platform.

   To reconnect or add delivery partners, please visit the How Do I Connect My Delivery Partners for a tutorial on how to connect or repair your delivery partner connections. 

   NOTE: If you recently updated your login information we will need these to fix your integration.

3. "My Store is Showing as My Store is Showing as Closed/Paused but I'm Open" Please try to unpause your store via Otter using the button in the upper right-hand corner of your screen. This will pop open a sidebar, which will allow you to unpause 1 or all of your storefronts.

   

   

    

   Note: Your store may show closed if it’s within 30 minutes of your store opening. This status sometimes takes 30 minutes to update at the beginning of the day. We’re happy to refresh the status for you on our end if this doesn’t auto-update itself after this time frame.

   If you are using New Order Manager, please try to unpause your store via Otter by clicking “Storefronts” on the homepage. This will open the storefront page, which will allow you to unpause 1 or all of your storefronts.

   

    

   None of these apply to why your stores appear offline?

   • Please visit My Store Hours Are Showing Incorrectly for a tutorial on how to adjust your store hours through Business Manager. 
   • Please reach out to our Support Team to have our team unpause your delivery partners for you.

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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.