How will my order notifications appear?

Stefania Sarti
Stefania Sarti
  • Updated

Summary

Understanding the behavior of new order notifications in the Web or New Order Manager is essential! The below will provide you with details of how new order notifications sound, behave and how to make adjustments in New Order Manager. 


Order Notifications In Web Order Manager

The order will appear on the Orders page once you acknowledge the order using the Got It button. This notification displays a few different pieces of information: 

OrderNotificaton.png

  1. The top left-hand corner shows which delivery partner the order is for
  2. The customer’s name can be found in the middle of the page
  3. The number of items in this order can also be found in the middle of the page
  4. The View Order button allows you to click directly into the order

You may disable the pop-up for each incoming order by using the toggle on the Settings page. To do so:

NotificationToggle.png

  1. Click on the menu icon (☰) in the top left-hand corner of your screen.
  2. Click on Settings.
  3. Locate the New Order Alerts section
  4. Toggle OFF Full-Screen Notifications

Order Notifications In New Order Manager

Order notifications are displayed at the right bottom corner of the screen. There are 5 types of order notifications: Manual Accept, Auto accept, Canceled order, Scheduled order activated, Order adjusted notification.

Manual Accept Notification

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

Screenshot 2023-07-04 at 14.15.14.png

 

Auto Accept Notification

Screenshot 2023-07-04 at 14.23.45.png

 

Canceled Order Notification

Screenshot 2023-07-04 at 14.21.22.png

 

Scheduled Order Activated Notification

Screenshot 2023-07-04 at 14.20.53.png

 

Order Adjusted Notification

Screenshot 2023-07-04 at 14.21.02.png

 


Adjusting Order Notifications in New Order Manager  

New Order Manager's 'New Order Notifications' can be updated, according to your preference, in two ways:

  • Notification Sound
  • Notification Behavior (auto dismiss VS. persistent) 

 

How to Access Order Notifications Settings

1. Click the profile icon on the homepage and then select 'Settings' in the drop down.

Screenshot 2023-10-24 at 16.19.28.png

2. Select “Notifications” on settings page and then select the notification type you'd like to adjust from the list of options. 

Screenshot 2023-11-14 at 15.59.42.png

 

New Order Notification: Manual accept

  • Notification Sound: You can choose between two sound notification options: Wave & Chime. Your selected sound will last 24 seconds. 
  • Notification Behavior: The Manual Accept notification behavior is persistent and will remain until the order is manually accepted or declined. 

Screenshot 2023-10-24 at 16.29.58.png

 

New Order Notification: Auto accept

  • Notification Sound: You can choose between two sound notification options: Wave & Chime. 
  • Notification Behavior: The Auto Accept behavior will allow you to choose between two options: 1) Auto dismiss - after 3 seconds and 2) persistent - stays until acknowledged. 

Screenshot 2023-10-24 at 16.39.45.png

 

Adjusted Order Notification

  • Notification Sound: You can choose between two sound notification options: Wave & Chime. Wave is the default sound 
  • Notification Behavior: The Adjusted Order behavior will allow you to choose between two options: 1) Auto dismiss - after 3 seconds and 2) persistent - stays until acknowledged. Persistent is the default behavior. 

Screenshot 2023-10-24 at 16.42.19.png

 

Canceled Order Notification

  • Notification Sound: You can choose between two sound notification options: Sonar &. Radar. Sonar is the default sound. Note: the sound options for canceled orders are different from the others so canceled orders are easily distinguishable. 
  • Notification Behavior: The Canceled Order behavior will allow you to choose between two options: 1) Auto dismiss - after 3 seconds and 2) persistent - stays until acknowledged. Persistent is the default behavior. 

Screenshot 2023-10-27 at 16.57.32.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

Note:

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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