Why it’s important
The convenience and ease of ordering meals online is a major incentive for customers to order. As such, it’s important we all work together to ensure customers always have an easy experience, knowing their food will arrive hot, fresh and tasty.
You can help in this process by ensuring you accept orders as soon as they come through your Menulog device, to give customers confidence that their order has been prepared and their meal is on its way to being delivered.
Having a ‘Time to Accept’ of under one minute is favourable, however the sooner you accept, the better the experience. We recommend you remind all staff to monitor for online orders and accept as soon as possible.
How to accept orders
As soon as a Menulog order comes through, you will hear an alert from your Menulog device. You must then key in an estimated time for delivery that is realistic for your restaurant to fulfill at that time.
Once a time has been keyed in, the customer will be notified and the order docket will print from your device so that your team can begin preparing the order.
What happens if I don’t accept an order?
To ensure customers always have a positive ordering experience with Menulog and our restaurant partners, if an order is not accepted within three minutes after it has been placed, it can lead to a cancelled order rating. You will be charged $5 for cancelled orders due to no response after seven minutes of failed attempts to contact you and Menulog will issue a $5 voucher to the customer for the experience.
Automated calls
Our new automated call tool is now live and helping to improve the efficiency of the Menulog service. This tool will place an automated call if an order has not been accepted within three minutes.
If a customer is kept waiting for confirmation for more than five minutes, you will be contacted by our Menulog team as a reminder to get back to the customer.
If we cannot reach you after seven minutes, your restaurant will be temporarily placed offline for the rest of the day. It’s important that if this happens, you turn yourself back online when you are ready to accept orders. Your restaurant will not automatically turn back online. To do this, simply login to Partner Hub and hit ‘Undo Close’.
Due to the negative impact on the customer’s experience (having waited more than seven minutes without a response), any customer that does not have an order accepted after seven minutes will receive a $5 credit, which will then be charged to your restaurant.
If at any time you are unable to accept orders, you can turn yourself offline via Partner Hub or on your Orderpad device. You can do this at any stage, including while the automated calls are taking place, before the seven minute mark.
If you have been placed offline due to inaction after seven minutes, you will receive an SMS to your registered mobile and you will need to turn your restaurant back online when you are ready to accept orders again.
This process ensures that new or returning customers are not deterred from ordering from you again.
To manage your listing, log on to Partner Hub.
The information provided on this site is general in nature only and is not legal or business advice. For full site disclaimer please click here.