What is the klikit Dashboard?

1. View all incoming and past orders
2. Accept, prepare, and track order statuses
3. Manage orders by location, brand, or delivery provider
4. Pause store operations with the toggle switch (active toggle turns purple)

Keep your klikit app open to ensure seamless receipt of new orders!

[VIDEO TUTORIAL] Order Dashboard, Order Details, and Status Updates on the app 

[VIDEO TUTORIAL] Order Dashboard, Order Details, and Status Updates on the web app 

How do I see and manage orders? How do I update, edit, or amend an order?

1. Access the Dashboard: Open to the klikit for Business app or web app. Your home screen will display an overview of your orders under the "Orders" section.
2. View Orders: Incoming orders appear with a notification sound. Tap the order to expand details, including
   
1. Order Overview
   
1. Order Number
   
2. Order Date
   
3. Delivery App Source (e.g. GrabFood, Uber Eats, foodpanda)
   
4. 
   
2. Expanded Order Details
   
1. Item details
   
2. Cutlery requests
   
3. Customer notes
   
4. 
3. Filter Orders: Use filters to sort by branch, brand, provider, or status (e.g., Active, Completed, Cancelled).
   
4. Monitor Order Statuses: The order dashboard allows you print the order details and update its statuses (e.g. Accepted, Ready, Delivered)

To contact a customer or modify an order, you’ll need to use the delivery provider’s app.

 

What are the different order statuses and their meanings?

1. PLACED: Order is received but not yet accepted.
2. ACCEPTED: Order is accepted and being prepared.
3. READY: Order is prepared and ready for pickup by a delivery partner.
4. DELIVERED: Order has been delivered to the customer. It will be moved from "Active Orders" to "History.
5. CANCELLED: Order was cancelled by the customer, courier, or store. It will be moved from "Active Orders" to "History.
6. VOID: Order was cancelled by the store staff before being marked as "Ready," usually due to customer changes/ requests. It will be moved from "Active Orders" to "History. (Note: Void orders will not be calculated in Data Reports and Analytics)
   

How do I update the order status?

1. ACCEPTED: Tap the blue check button, then select "Yes" to accept the order.

1. READY: Tap the "Ready" button to mark an order as prepared and ready for pickup. If your delivery lookup settings is set to automatic, this will also trigger the process to start looking for a rider.
   

1. DELIVERED: For orders assigned to 3PL delivery parts, this will automatically update once the delivery rider tags the delivery as completed.  For orders that are manually managed or for pickup, click the "Deliver" button once the order is successfully handed over to the customer.

1. CANCELLED/ VOIDED: Tap the "Cancel" button for refunds. For more details, read the next article.
   

How do I filter the Order Dashboard?

1. Active Orders vs. Order History: To track real-time progress or review completed orders
   
2. Branches: Narrow down orders to specific locations
   
3. Brands: Focus on orders from a particular brand
4. Providers: View orders from a specific platform (e.g., GrabFood, Uber Eats, foodpanda)
5. Date Range: For past orders, select a date range (up to 7 days) to filter results
   

How do I add comments or notes to an order?

1. Tap "Add Comment" on the order dashboard.
2. Enter the note or special instruction
   
3. Click "Save." The button will turn green, indicating a note has been added.
   

FAQs and Troubleshooting

Order Prep time

1. Preparation time can be adjusted after the order has been accepted.
   
2. Orders will be marked as ready automatically after the preparation time has elapsed for all providers when the auto ready is toggled on.
   
3. Preparation time can be adjusted for the following providers:
   
1. Webshop
   
2. Grabfood
   
3. uber Eats
   
4. The maximum time limit for “Average Prep Time” is 180 minutes.
   
5. The maximum time for order level preparation time is 180 minutes.
   

6. Preparation time can be adjusted only once.

7. Time interval using the stepper was changed from 5 minutes to 10 minutes per click.
   

Can I contact customers via klikit?

1. For orders coming from food delivery apps (ex. GrabFood, Uber Eats, foodpanda, etc): customer details can be viewed through your merchant account or the original provider’s app.
   
2. For orders coming from klikit webshop: customer details can be viewed in the order details on the klikit Order Dashboard.

Is there a delay between order placement and receipt?

There is typically a short delay of a few seconds between an order being placed and it appearing on your dashboard. With klikit's auto-acceptance feature, you'll never miss an order.

Orders are not appearing, how do I fix this? 

• Ensure your app is updated.
  
• Check your internet connection.
• Restart the klikit app.
  

If orders are still not appearing, check your merchant app to verify that orders are coming in but not reflecting on the klikit Order Dashboard. If this is the case, there is likely an issue with your integration.

Contact our Support Team so we can help resolve the issue as soon as possible.

Order details are blank, missing or incomplete, how do I fix this? 

This may happen due to integration issues with the food delivery apps (GrabFood, Uber Eats, foodpanda, etc.). If this occurs,

1. Refer to your merchant accounts and search for that specific order to know what items to prepare.

1. Report this concern to our Support Team with the following details via this form, so we can investigate the cause:
   
1. Brand and Branch
   
2. Food delivery app Name (GrabFood, Uber Eats, foodpanda, etc.)
   
3. Order ID
   
4. Screenshot of Order Details

Keep your merchant accounts logged in your device in case issues like these happen. 

Orders are incorrect, how do I fix this? I want to change the payment method or do an order amendment, how do I do this?

To amend or edit an order, use our Order Amendment Form and our team will have it fixed as soon as possible.

Order statuses are not updating, how do I fix this? 

1. Verify the integration between klikit and your delivery platforms.
   
2. Ensure the app remains open for real-time updates.
   

Why am I not getting order notifications?

To get sound notifications, the user needs to be using a Branch Manager Account. Only user with branch manager access will get the audio/ sound notifications with the order popups. Other roles will receive order popups only.

For web app users, make sure that notifications are enabled on your device or computer's settings. Additional notification settings may differ per browser.

I accidentally cancelled an order, what do I do?

If this happens, you will need to contact the customer to order again as our integrations do not have the capability to edit a cancelled order. Customer details are available in your respective merchant accounts. 

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For klikit orders, customer details are available in the order details.

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Tap "Live Chat" button on the right bottom corner your screen