The Orders App in New Order Manager

  • Updated

The Orders App is where you can go to manage all your orders. This article will provide you with instructions for navigating the app. 

To access the Orders App, click the 'Orders' icon on the homepage:

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Viewing Orders

We currently offer two screen views: Split view (default) and List view.

Split View  List View

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Split view contains 2 main sections (Order Feed, Order Details) besides top navigation:

Order Feed

  • Provides access to each accepted order and order filters.

Order Details

  • Displays order, courier, and eater information.
  • Provides access to order related actions

Screenshot 2023-06-30 at 10.35.01 (1).png

List View contains 1 main section (Order Feed) besides top navigation:

Order Feed provides access to each accepted order and its primary action button.

You can click any order in the feed to access order details.

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Order Feed

Order feed is a list view of existing orders. You can click each order item to view the order details.

Order Item - Basic information

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Each Order Item contains basic information regarding the order including:

  • Customer Name
  • Order ID (Online order) / Table Number (Dine-in order)
  • Brand Tag
  • Order Type Tag
  • Order Total Value
  • Order Total Item Amount

Order item - Delivery ETA Tag (online orders)

The Delivery ETA Tag aims to help you better understand the estimate courier pickup time for each order.

Conditions (compares to current time) UI Form/Behavior Image
(click on image to enlarge)
  • Pick up ETA > 3 mins
  • Courier has not arrived yet
  • Countdown Time Tag
Screenshot 2023-06-30 at 18.13.07.png

It is 6 pm now,

Courier will arrive at 6:10 pm (in 10 mins)

  • Pick up ETA <= 3 mins
  • Pick up ETA > 0 min
  • Courier has not arrived yet
  • Countdown Time Tag
  • Courier Arriving Tag
Screenshot 2023-06-30 at 18.35.37.png

It is 6:07 pm now,

Courier will arrive at 6:10 pm (in 3 mins)

  • Pick up ETA >= 0 min
  • Courier has arrived
  • 0 min Time Tag
  • Courier Arrived Tag
Screenshot 2023-06-30 at 18.38.15.png

It is 6:08 pm now
Courier suppose to arrive at 6:10, but actually has arrived already, so the countdown time tag changed to 0

It is 6:09 pm now (courier arrived at 6:08 pm), but it has not passed 6:10 yet, so time tag keeps showing 0

It is 6:10 pm now (courier arrived at 6:08 pm), but it has not passed 6:10 yet, so time tag keeps showing 0

  • Pick up ETA < 0 mins
  • Courier has arrived
  • Minus Min(s) Time Tag
  • Courier Arrived Tag
Screenshot 2023-06-30 at 18.43.06.png It is 6:11 pm now (courier arrived at 6:08 pm), and it has passed the original ETA (6:10), so time tag shows - 1 min (6:10 - 6:11 = -1)
  • Pick up ETA < 0 mins
  • Courier has not arrived yet
  • Minus Min(s) Time Tag
  • Courier Arriving Tag
Screenshot 2023-06-30 at 18.46.27.png It is 6:11 pm now, courier hasn’t arrived yet, but it has passed the original ETA (6:10), so time tag shows - 1 min (6:10 - 6:11 = -1)


Managing Orders

Order item - Status tag

Once an order has been marked as ready, the time tag in Delivery ETA tag will be replaced by the “Ready” status tag:

Screenshot 2023-06-30 at 18.51.57.png

Order item - Actions

You can only access the order primary actions (Mark ready, Hand off) in Order List View.

Screenshot 2023-06-30 at 18.57.40.pngScreenshot 2023-06-30 at 18.51.57 (1).png


Order Details

Order Details contains detailed order data including:

  • Order Items and Totals
  • Courier Information (delivery orders only)
  • Customer/Eater Information

The actionable area is located at the bottom. Available action options:

  • Primary action [Mark Ready / Hand Off]
  • Reprint order ticket (printer icon)
  • The 3 vertical dots has additional actions access.
    • We are currently only offering the Cancel action under additional action access. More actions to come in the future.

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Order Filters

The Online order feed and Dine-in order feed provide access to Order Filters.

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Order Filters Breakdown: 

  • Default Quick Filters
    • By default, the app shows two quick filters in the filter bar (Cooking, Ready).

  • Filter Selector

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Order Results List

Within a single filter category, the order result list is the union of filter selections.

For instance, if you select both COOKING and READY
filter under the Status category, we show both Cooking and Ready orders in the result list.

Between different filter categories, the order result list is the intersection of filter selections.

For instance, if you select COOKING
from the Status category and
from the Channel category, we only show Doordash cooking orders in the result list.


Order Notifications

Order Notifications display in the bottom-right corner of the screen.
There are 5 types of order notifications:

  1. Manual Accept
  2. Auto Accept
  3. Canceled Order
  4. Scheduled Order Activated
  5. Order Adjusted Notification.

Manual Accept

You can decline/accept orders from the notification. To see more details or adjust prep-time, you can select the expander button to expand the notification card.

Notification sound lasts for 24 seconds or until the user accepts/rejects an order.


Screenshot 2023-07-04 at 14.15.14.png

Auto Accept Notification

Notification rings once (around 3 seconds).


Screenshot 2023-07-04 at 14.23.45.png

Canceled Order Notification

Notification rings once (around 1 second).


Screenshot 2023-07-04 at 14.23.45.png

Scheduled Order Activated Notification

Same notification sound as manual accept.


Screenshot 2023-07-04 at 14.20.53.png

Order Adjusted Notification

Same notification sound as manual accept.


Screenshot 2023-07-04 at 14.21.02.png


What is Order Manager?

    • Order Manager is Otter's main operational platform for restaurants and delivery businesses. With this tool, you can optimize your restaurant's daily order management from one or multiple locations in one single place. Order Manager aggregates all platforms such as:
      • Online food ordering platforms
      • logistics partners
      • POS systems
      • Direct ordering platforms
    • Everything is consolidated in one single system to make running a business as simple as possible.
    • To access Order Manager, go to 

What are the main uses of Order Manager?

    • Through Order Manager, you can configure and fully manage your day-to-day operations. With its order feed, you can keep track of all order status, accept, adjust, or cancel orders from multiple platforms, as well as 86 menu items, manage store(s) and menu(s) availability and hours, understand operational performance, configure store(s) settings, integrate partners, and much more.

Who is the Order Manager available to?

    • Order Manager fits all types of delivery businesses. It is available to all our customers who wish to consolidate and simplify their operations in one single place, without having to operate different tabs, tablets, and browsers simultaneously. It's order management made easy!


Order Manager Features

Live Orders Management

Through your Order Manager home page (or Orders tab), you can accept, adjust, cancel and keep track of all incoming, scheduled or manually input orders from all integrated platforms.

Have full visibility of your operations and order fulfilment stages through our Active/Completed order lists. Through our search bar, you can look up all of your orders, filter by platforms and partners, as well as fulfilment stages, and completely manage your daily operations.

Orders Auto-accept

Automatically accept multiple delivery platform's incoming orders to avoid missing any sales. Turn on the auto-accept feature on your Integrations tab on all your integrated delivery platforms and optimise your operational time.

Manual Orders

For offline and in-person orders, for example, use the (+) button on your Orders tab to manually input these orders to your Order Manager and continue to manage everything from one single place.

Order Details

Select each order to access all of its details, such as client names and contact info (when available), items ordered, courier details, and order ID, as well as to reprint tickets, and accept, edit, cancel or change orders fulfilment stage.

Store(s) Availability

Quickly update all your stores' availability, from different platforms, from Order Manager. Selecting on the little store icon on the top right corner, allows you to pause/unpause or schedule a pause, on all your platforms. This feature is extremely useful during order surges or kitchen operational issues.

Preparation times

In the Integrations tab, you can edit default preparation times for all incoming orders from integrated platforms. Correct and prep times allows customers to have visibility of delivery ETAs, which leads to a better customer experience.

Multiple locations

For restaurants with multiple locations, Order Manager allows you to quickly access all locations' settings, operations and reports, from one single platform.

Items 86-ing & Menu Availability

Through the Menus tab, you can 86 one or multiple menu items with a few simple clicks. This allows you to easily respond to unplanned out of stock items, control demand of more complex items during peak hours etc.

Menu Hours

Go to the Menus tab to easily manage all your menus availability. This feature will allow you to keep your menu hours up to date, including Regular Hours for multiple menus throughout the day – breakfast, lunch and dinner – and Special Hours – during national holidays for example.

Order History

On the History tab, access all your delivery platforms' order history in one single place.


Select the Integrations tab to connect, edit or review all your platform and services integrations statuses.

Operational Reports

Go to the Reports tab, to understand your operational performance. Analyse gross sales, order volume, AOV and more. With your Order Manager's reports, you can quickly have access to consolidated information or filter by specific periods, platforms or fulfilment modes.

Store(s) Settings

On the Settings tab, configure, edit or change your store(s) settings and workflows.

Notifications & Announcements

Keep up to date with all of Order Manager's and Otter's features, issues, solutions and updates. Access all notifications and announcements by selecting the bell icon in the top right corner.


How do I access Order Manager?

Accessing Order Manager via your Otter Tablet: 

Simply turn on your tablet, navigate to the Otter app on the tablet home screen, and input the username and password provided to you by the Otter activation team when setting up your account.

Accessing Order Manager via your Desktop Computer: 

Navigate to the Otter web app using Google Chrome found at the URL: You’ll be prompted to log in using your Otter username and password provided to you by the Otter activation team when setting up your account. 

Screenshot 2023-08-11 at 1.16.54 AM.png

How does Order Manager benefit my business?

Order Manager is Otter’s all-in-one solution for all your order and delivery needs. 

With Order Manager you can:

  • Consolidate orders and be notified of changes

  • Send orders directly to your POS to reduce manual entry errors

  • Auto-accept orders and avoid cancellations.

  • Easily manage prep times or pause storefront.

  • Take control of delivery with Otter’s Couriers and Logistics features.

  • Mark items unavailable across any brand or location with a few clicks

  • Gain insights about your delivery performance

NEW Order Manager


Otter’s new Order Management showcases a brand new order feed view and navigation panel to manage all your orders with ease! Available Tuesday, September 12th at 2AM PST.


Here are the top 3 new features that will improve your Order Manager experience:

  • Navigation: The new homepage lets you move between apps with ease.
  • Color-coded order tags: Keep order statuses accurate with tags showing how much time is left to complete them.
  • Enhanced order notification: Make accepting orders & adjusting prep times easier with our simplified alerts.

With this upgrade, you’ll see:

  • Improved speed for increased order efficiency.
  • More user-friendly design, making order workflows seamless.
  • A new homepage, letting you access more features in one place.


Previous experience:
Navigation in top left with hamburger menu linking to different pages within your Order Manager.

download - 2023-08-18T142908.866.png

Pilot experience:
Navigation panel will open to reveal app navigation. When clicked, you will be directed to each app page, e.g. orders or menus to take action*

*No changes have been made to current menus, analytics, storefront, financials experiences.

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Order Feed

Previous experience:
All orders were in the same scroll including POS, delivery & dine-in.

download - 2023-08-18T143918.320.png

Pilot experience:
Tags for courier status & time to complete are visible for all delivery orders and show green, yellow and red to indicate urgency.

Clicking on an order will show more details- easily navigate to each section of the order by tapping “Order”, “Courier” or “Eater”

download - 2023-08-18T143926.950.png

New Order Manager FAQs

Do you have additional questions about the New Order Manager interface? Here are answers to some of our commonly raised questions. If you don't see answers to your questions, reach out to us via phone, chat or email and we will be happy to offer further assistance! 


I need help navigating the new order manager interface 

Since the look and feel of the new interface are different, learning to navigate it can take a bit of time but we are here to help! Here are a few resources that can help you get more familiar with navigating the new interface!

  1. We have a navigation tutorial located in the ‘Settings’ of the New Order Manager that will walk you through all of the new changes. To navigate here, follow the steps below:
    1. Click the profile icon in the upper right-hand corner
    2. Select 'View Tutorial' from the dropdown menu
      1. chrome-capture-2023-12-13 (3).png
    3. A video will appear which will be a series of clickable images, designed to take you, step by step, through the Orders Feed and its functionality. 
      1. chrome-capture-2023-12-13 (1).png
  2. Here are a few resources to help you familiarize yourself with our new and improved order manager  
    1. NEW Order Manager | Otter How-tos
    2. Getting Started with NEW Order Manager


I am missing orders when using the New Order Manager 

We apologize that orders are being missed after upgrading to the New Order Manager. We’ve found that orders can be missed if orders are not set to ‘auto-accept’ or the order was not manually accepted within the timeframe determined by the ordering platform (usually within 3 minutes). Both of these issues can be fixed by adjusting the settings to ‘auto accept. To update your notifications to auto accept, follow the steps below: 

  • Click the profile icon on the homepage and then select 'Settings' in the drop down.
  • Select the “Orders” app settings
  • Toggle “Auto-Accept” ON so that orders are automatically accepted once received.
    • chrome-capture-2023-12-13 (4).png


If your order notification setting are not set to ‘auto accept’, you must manually accept the order (within the timeframe determined by the OFO, usually within 3 mins, or else the order is canceled)


I have No Sound Notification on incoming orders

If you are not hearing the sound notification of new orders, you have the ability to set your notification behavior preferences when using the New Order Manager interface. To set your preferences, follow these steps

  • Click the profile icon on the homepage and then select 'Settings' in the drop down.
  • Select “Notifications” on the settings page and then select the notification type you'd like to adjust from the list of options. 
  • Behavior: You can choose between two behavior options: ‘persistent’ (the notification will not dismiss until you accept or decline the order) and ‘auto accept’ (the notification will dismiss after 3 seconds)

Note: The Persistent behavior is most similar to the old order manager. If you are not hearing the notifications, the persistent behavior is highly recommended

Note: If you select ‘manual accept’, the ‘auto accept’ behavior will not be an option as you will have to manually accept the order before the notification dismisses. 


I have No Sound AND No visual notifications on incoming orders

If you have No Sound AND No visual notifications on incoming orders, the reason is likely that the tablet has an incorrect time compared to the order’s system time. To fix this:

  • Tablet Settings
    • chrome-capture-2023-12-14.png
  • Scroll down and select the 'General Management' section 
    • chrome-capture-2023-12-14 (1).png
  • Select 'Date and Time'
    • chrome-capture-2023-12-14 (2).png
  • Make sure the ‘Automatic date and time’ is toggled ‘ON’ 
    • chrome-capture-2023-12-14 (3).png

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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