Managing your orders has never been easier with klikit! This guide will help you navigate and optimize your use of the klikit Order Dashboard, from understanding its layout to troubleshooting issues.

What is the klikit Order Dashboard?

The klikit Dashboard is your one-stop hub for managing orders across all delivery platforms, brands, and locations. It consolidates all your delivery apps—such as GrabFood, Foodpanda, and UberEats—into a single, user-friendly platform. With klikit, you can:

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!

Order Dashboard, Order Details, and Status Updates on the 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
   2. Order Number
   3. Order Date
   4. Delivery App Source (e.g. GrabFood, Uber Eats, foodpanda)
   5. Expanded Order Details
   6. Item details
   7. Cutlery requests
   8. Customer notes
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 placed on FoodPanda or GrabFood, you'll need to use the merchant app or contact their support.

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.
2. 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.
3. 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.
4. CANCELLED/ VOIDED: Tap the "Cancel" button for refunds. For more details, read the next article.

How do I filter the Order Dashboard?

Filters allow you to organize and refine the list of orders based on specific criteria:

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

App View

Web View

How do I add comments or notes to an order?

If customers provide specific requests, you can add notes to their 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

Order Preparation Time refers to the duration between when an order is placed by the customer and when it is fully prepared by the kitchen staff, ready to be served or packed for takeout or delivery.

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.
2. 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 correct order details, use our Data Discrepancy 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?

Audio/sound notifications with the order popup go to Branch Manager accounts. Other roles receive the order popup without sound, and the Waiter role receives neither. Business Owner accounts do not receive order sound alerts.

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.

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

Need Help? Contact us on Live Chat

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

A single order is missing from the Order Dashboard, what do I check first?

Before reporting a missing order, work through the dashboard checks first:

1. Wait a few seconds. There is typically a short delay of a few seconds between an order being placed and it appearing on your dashboard.
2. Check your setup. Ensure your app is updated, check your internet connection, and restart the klikit app.
3. Widen your filters. Use filters to sort by branch, brand, provider, or status (e.g., Active, Completed, Cancelled). If you have multiple locations or brands, an active filter may be hiding the order.
4. Look in Order History. Orders marked DELIVERED, CANCELLED or VOID are moved from "Active Orders" to "History." For past orders, select a date range (up to 7 days) to filter results.

If the order is still not on the dashboard

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.

To keep serving the customer while this is being investigated, refer to your merchant accounts and search for that specific order to know what items to prepare. To contact a customer or modify an order placed on FoodPanda or GrabFood, you'll need to use the merchant app or contact their support. Keep your merchant accounts logged in your device in case issues like these happen.

Which form should I use?

• If the order appears on klikit but its details are blank, missing or incomplete, report it to our Support Team with your Brand and Branch, the food delivery app name, the Order ID, and a screenshot of the order details via this form.
• If order details need correcting (for example a payment method change or an order amendment), use our Data Discrepancy Form and our team will have it fixed as soon as possible.

An order was already accepted and now has a problem — who do I contact?

Once an order has been accepted, problems with that specific order are handled by the delivery app it came from, not by klikit. Raise it with that aggregator's merchant support through their merchant app.

If you are not sure which app the order came from, check the channel shown against the order in your Order Dashboard first — each aggregator only handles its own orders, so contacting the wrong one will cost you time.

The customer's phone number is missing on a dine-in (table) order — what can I do?

Dine-in ordering via table QR codes is a klikit Webshop order type: Webshop gives your business a branded online ordering experience that customers can use for dine-in (via table QR codes), pickup, or delivery orders. For orders coming from klikit webshop, customer details can be viewed in the order details on the klikit Order Dashboard, so the order details are the first place to look.

If the customer detail fields on that table's order are empty:

1. Check whether guest checkout is enabled on your Webshop. Guest checkout can be enabled so customers can order without creating an account, though this means you will not collect customer data for that order — so no customer contact details will be stored against it. To change Webshop settings, contact klikit Support through the in-app chat widget or email help@klikit.io.
2. Record details your staff collect at the table on the order itself. If customers provide specific requests, you can add notes to their order: tap "Add Comment" on the order dashboard, enter the note or special instruction, then click "Save" — the button will turn green, indicating a note has been added.
3. If the order shows on klikit but its details are blank, missing or incomplete, report it to our Support Team with your Brand and Branch, the food delivery app name, the Order ID, and a screenshot of the order details via this form. This path covers cases caused by integration issues with the food delivery apps (GrabFood, Uber Eats, foodpanda, etc.).

Note that 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, not through klikit.

Common questions

Di klikit banyak orderan dari satu provider tapi di aplikasi ga ada orderannya — kenapa bisa beda?

A mismatch between what the klikit Order Dashboard shows and what your merchant app shows points to the integration between the two. Start with the dashboard checks: ensure your app is updated, check your internet connection, and restart the klikit app. Remember there is typically a short delay of a few seconds between an order being placed and it appearing on your dashboard. Then verify the integration between klikit and your delivery platforms — if the two still do not match, there is likely an issue with your integration, so contact our Support Team so we can help resolve the issue as soon as possible.

Orderan kelihatan di klikit tapi di aplikasi kosong, saya harus lapor ke mana?

Contact our Support Team so we can help resolve the issue as soon as possible. If the order does appear on klikit but its details are blank, missing or incomplete, report it with your Brand and Branch, the food delivery app name, the Order ID, and a screenshot of the order details via this form. While it is being investigated, refer to your merchant accounts and search for that specific order to know what items to prepare, and keep your merchant accounts logged in on your device in case issues like these happen.

A dine-in order has no customer phone number — where do I find it?

Dine-in orders also go to the Order Dashboard. There is no phone number on them because the order is placed in guest mode, so if you need to reach the customer on a dine-in order, contact klikit Support.