Frequently Asked Questions

If you have more queries, you can speak to an OrderEm representative by contacting us at 855-210-APPS or Info@orderem.com

Delivery FAQs

What is an online delivery order system?
An online delivery order system allows you to directly take delivery orders from your website, custom app, or Facebook page, making it easier for your customers to place their orders from anywhere. By implementing this system, customers can also take comfort in knowing that their orders are prepared with accuracy and that they have the ability to save on their purchases with coupons and other promotional offers.
How does online delivery order management work?
Once a customer places an order, you’ll get a notification through your order management app via a phone call, text, or email with the order details & item details, the delivery address, and notes. You will then directly prepare the order and notify the driver when it’s ready for pickup and delivery to the customer.
Why should I offer online delivery orders?
The main reason you should offer online delivery orders is that it’ll cut down on your concession lines and help you manage more orders in less time. Another reason is because in today’s digital world, customers are more comfortable ordering online via apps or a website than they are ordering traditionally over the phone. Additionally, most customers want to know when their order will be prepared and at what time they can pick up their order without wasting their time. Online delivery orders help add to the customer’s peace of mind.
Do online delivery orders notify our staff?
OrderEm allows you to configure your choice of notifications either through a phone call, email, fax, or text message that will notify you. If you download the OrderEm app through app notification, you will get notified whenever a user places an order.
Can I assign orders to the driver?
Yes, through the OrderEm app, you can assign orders to the driver. Go to OrderEm app login with your user credentials; you can see a list of received, confirmed, and completed orders. Go to the list of received orders, click on the respective delivery order id, and select the Assign Driver option; a list of drivers will show, and you can assign orders to the available drivers.
Can I charge delivery fees from customers?
Yes, you can charge delivery fees from customers to deliver their food to their doorstep. Customers will also know how much you're charging per delivery to them while ordering.
Can I create delivery zones?
Yes, you create your delivery zones that are flexible to provide your delivery service with minimum delivery fee charges per order and minimum time taken by the driver to deliver the order to your customer.
What is meant by the extended delivery zone?
If you would like to take orders outside the zone, you can extend the delivery zone and can also charge per mile as an option.
Can I turn off my online delivery orders or change my delivery settings?
Yes, you can turn off your settings whenever you want and save those changes. You have the option to turn off your settings at certain hours/days; after that it will turn on automatically.
How can I create my delivery hours?
By going to the Hours page, which is under your business name, you can create your set of delivery hours. And you can also provide an added set of hours directly to all categories of your menu by selecting across all categories options.

Takeout FAQs

What exactly is the online takeout order system?
OrderEm’s Online Takeout order system allows your customers to place takeout orders directly from your website, custom app, or your Facebook page. Once an order is placed, our system suggests the best time to pick up their orders based on preparation times.
What are the advantages of online takeout orders?
Because your online orders have cross-selling opportunities, the size of your customer’s orders will increase. Order accuracy also improves as the customer is responsible for placing their correct order; so, mistakes aren’t dependent upon your employees. For the complete benefits of online ordering, see our blog article.
How does the online takeout order system work?
Once a customer places an order, you will get a notification through our order management app, phone call, text message, or email with order details of the customer. This will also display the item details, delivery address, and notes in addition to that. You will then also have the ability to print the orders in your kitchen directly if you work with a POS-compatible partner. After that, your kitchen simply prepares the food and then notify the customer of the appropriate time to pick up their order. Download the OrderEm app for iOS and Android here.
Why take online takeout orders?
The main reason behind online takeout orders is to cut down your concession lines for users to receive their orders and help you to manage more orders in less time. Customers are more comfortable ordering online via apps/websites than by calling. Customers feel not only order accuracy improves, but they can save much more through online and incentivize with coupons and promotional offers. Apart from that, most customers want to know when their food will be prepared and at what time they can pick up their food without waiting.
Can I turn off my online takeout orders or change my takeout settings?
Yes, you can turn off your take order settings whenever you want. We provide an option for you to turn off your settings at certain hours/days; after that it will turn on automatically. And you can change your settings at any time and save the changes.
Can takeout online ordering be integrated with my POS?
Our system integrates with leading POS systems like Clover, Square, Stripe. So your online sales will directly show up in your POS, and every order can be automatically printed to your kitchen printers. Hence, no hand-writing tickets are required. Save time and increase order accuracy.
What are ASAP Orders?
If your customers are not comfortable with your accurate time to pick up their order. At that time, they can choose their convenient time to pick up their order by choosing ASAP timings. In this way, you will not lose your customer.
Does online takeout orders notify our kitchen and staff?
OrderEm allows you to configure your choice of notifications either through phone call or email or fax, or text message that will notify you. Or, if you download OrderEm app through app notification, you will get notified whenever a user places an order at your restaurant.
What is meant by future order?
Some customers would like to place their order beforehand. For example, suppose a customer likes to place their evening dinner order in the morning or a birthday party order a week before; in that case, you can provide that facility by allowing future orders from 24 hours to 7 days or more.

Curbside FAQs

What is curbside pickup?
Curbside pick-up is an increasingly popular option used to drive restaurant business growth. The concept is straightforward: once a customer places an order, whether, through your website, app, or call-in, they will drive to the restaurant and park outside, where a runner then brings their food to the car.
Why should I take curbside online orders?
You can always use our system to enter manual orders, but that takes time away from your employees when it could be better utilized. Our easy-to-use system makes taking online curbside orders more efficient while also improving order accuracy. In addition to that, with our cross-selling options, it’s proven that utilizing an online ordering system can increase order revenue 30% more than call-in orders.
Can I upload menu pictures to entice my customers better?
Yes! Our menu allows you to not only upload beautiful photos that showcase how delicious your offerings are but it also allows you to configure nutritional facts, recipes, and more to attract customers.
Can I set up multiple curbside delivery locations?
Yes, you can set multiple curbside pickup locations, or you can always get customers to enter their card information so that it is easy for you to identify the car during curbside delivery.
Can I turn off curbside pickup settings when busy or when closed?
You can turn off curbside pickup any time. Or declare specific days as holidays to turn off online orders. OrderEm allows you to define hours when you want to receive curbside orders. Our system saves time even If your employees wish to input these orders manually also.
How to set up curbside pickup settings to my business?
Go to the order settings page of your business location, click on the custom order type settings option and select curbside option fill up required details and enable the settings.

Drive thru FAQs

What exactly is drive-thru online ordering?
Online drive-thru ordering allows your customers to pick up their order through your Drive-thru window at their convenience. They can rest assured that their order was taken accurately and can also apply special discounts and promotional offers to their online order.
How does the drive-thru online ordering system work?
Once a customer places an order, you'll get notified via OrderEm, phone, text message or email with: order & item details, pickup location, and notes. Automatic printing to a compatible kitchen printer is also available to help streamline your staff's workflow.
Why should I offer drive-thru online ordering?
Overall customer experience plays a major part in repeat and new business, especially when the majority of recommendations/difference comes through word of mouth. By offering customers the ability to place, pay for & pick up their online order without having to leave their car, this will not only improve their experience but it also alleviates your in-store queues.
I want to give some specific drive-thru locations for customers to pick their orders from my addressed location. Is there a way to set up?
Yes, you can set up your own convenient drive-thru locations when you're enabling the drive-thru order type select indication option as dropdown and mention your all drive-thru location names in the dropdown value text field and separate them with comma(,). When customers go to place an order system will ask them to select their convenient location that you entered.
Where can I check when customers' placed orders to fulfill?
Login to your OrderEm website or app and go to orders tab to check your received orders will show you all necessary details to fulfill and complete
How do I get to know customer’s drive thru location details to deliver their order?
While sending the customer placed orders we will send you all necessary details including customer mentioned location details where they are going to pick up…
How do I get notified when placed?
While enabling the drive thru order type settings give your phone number or email address or check receive via app option. So whenever an order placed by your customer will send you a text message or mail or automated phone call or send notification to your OrderEm app.
Can I manage orders with multiple locations?
Yes! You can manage the ordering system for multi location business, or events. You’ll use one login to manage each location's menus, hours, order settings, and more. Contact us directly to know more details.
I’m interested in OrderEm; what happens after we sign up?
We have streamlined our process for you, and our online step-by-step process will make it easy for you to configure online ordering and make it available to your customers instantly in minutes. If you have any questions, our live support is a phone call away at 407.996.6666.

In seat FAQs

What exactly is the online in-seat ordering system?
The in-seat delivery ordering system allows customers to have their orders delivered to their seats without having to stand in a queue and miss the show. This is available no matter the venue: theaters, convention centers, stadiums, or in restaurant seats.
How does the online in-seat delivery management system work?
Once a customer places an order, you will get a notification either through the OrderEm app, phone call, text, or email with: the order details & item details, fan seat number, and notes. Your kitchen will then prepare the order and notify your runners to deliver the order directly to the customer seat.
Why should I offer online in-seat food orders?
Data shows that customers place larger orders and order more when they can still stay in the comfort of their seats and continue watching the game or show. This can also cut down your concession stand lines and increase revenue.
Can we expect tips from customers?
Yes, you can expect by simply allowing the tip option from the in-seat delivery setting to allow customers to tip to the runners.
How will I know the customer seat details to deliver their order?
It is mandatory for the customer to provide their seat details before placing an order, or users will not be able to place their order.
How can I get to know the user’s additional preferences about their order?
Once notified through your configured choice of notifications, the customer order details, item details, seat number, and customer notes will be provided.
Is there any cash-on-delivery option for in-seat delivery?
Our settings allow you to take cash orders to be paid on delivery or an online payment option for contactless delivery.
Can I turn off my in-seat delivery settings or change my settings?
Yes, we provide an option to turn off your settings at certain hours/days; after that, it will turn on automatically. You can change your in-seat delivery settings at any time and save.
Can I configure all my concession stands under a single login?
Yes, you can configure and manage all of your concession stands from a single login. You can also collect and pay them from your account if needed. This way, you can manage runners, track runners and promote your app/website and charge convenience fees to the fans who place orders and offer free service to your concession stands. Contact us to discuss the details.
Can I track all my runners?
Yes, you can track your runners using the system and charge delivery fees or convenience fees to the seat.

In room FAQs

What exactly is the online in-room delivery service system?
The in-room online delivery service allows customers to receive in-room delivery for their food when they order from your website, custom app, or Facebook page.
How does the online in-room delivery service work?
Once a customer places an order and provides their room or suite number, you’ll receive a notification via the OrderEm app, phone call, text, or email with order details and instructions. Your business will receive the order and prepare it. Once finalized, your drivers will deliver the order to the customer’s room.
Why should I offer the in-room delivery service?
Convenience is the key when it comes to more sales. With the in-room delivery service, customers are inclined to order more.
Can I manage orders with multiple locations?
Yes! You can manage the ordering system for multiple hotels or hotel locations, or events. You’ll use one login to manage each location's menus, hours, order settings, and more. Contact us directly to know more details.
I’m interested in OrderEm; what happens after we sign up?
We have streamlined our process for you, and our online step-by-step process will make it easy for you to configure online ordering and make it available to your customers instantly in minutes. If you have any questions, our live support is a call away at 407.996.6666
Where can I check when customers' placed orders to fulfill?
Login to your OrderEm website or app and go to orders tab to check your received orders will show you all necessary details to fulfill and complete
How do I get notified when placed?
While enabling the in room order type settings give your phone number or email address or check receive via app option. So whenever an order placed by your customer will send you a text message or mail or automated phone call or send notification to your OrderEm app.

Catering FAQs

What exactly is the online catering system?
The online catering system allows you to take large orders at a time directly from your website, custom app, or Facebook page. Customers can easily place their orders from anywhere, saving them time and adding value.
How does the online catering system work?
Once a customer places an order, you will get a notification via the OrderEm app, phone, text, or email with the customer’s order & item details, delivery address, and notes. Your kitchen then prepares the food and notifies the customer that the order is ready for pickup or notifies the driver when to pick up and deliver the order.
Is there a cancellation fee?
OrderEm does not believe in contracts or commitments to lock you in. We believe in providing value to your business that increases your resources and revenue. If you are not happy with our service, you can cancel at any time: No Cancellation Fees, no upfront charges.
What type of support do you offer?
We offer phone, email, and online chat support to all of our merchants. We also have an array of help documents for every OrderEm feature with instructions on how to set up and manage orders.
Why should I take catering orders from my website?
Online catering systems help your customers place orders easily from their home/office for birthday events, marriage events, annual parties, etc saving their precious time and incentivizing with coupons and promotional offers.
When a customer places an online catering order, does it notify me?
OrderEm allows you to configure your choice of notifications either through a phone call, email, fax, or text message that will notify you. Or, if you download the OrderEm app, you will receive notifications whenever a user places an order at your restaurant.
Does the online catering system allow future orders? And how many days?
Yes, the catering system will allow future orders to be placed. It is based on how many hours, days, or months you will allow and will be notified when a catering order is received (via phone call, email, fax, or text message).
Can I turn off my online catering settings?
Yes, you can turn off your catering settings whenever you want. We provide an option for you to turn off your settings for certain hours/days; after that, it will turn on automatically.
Do you make custom changes or integrate with our in house software?
Yes, we can make any custom changes you need or plan integration with your software if needed. If you need a custom change, do not hesitate to contact us.
If you think that you will need a custom change made to our product(s), we advise you to contact us first before purchasing so we can give you a quote for the modification before downloading the standard version. This will ensure that you will receive a product with the features you need for the price you want to pay.

Shipping FAQs

What exactly is online shipping?
Online shipping allows customers to have their order delivered directly to their door without having to leave the comfort of their home. This is available regardless of the distance if you decide to offer shipping to your customers.
How does the online shipping management system work?
Once a customer places an order, you will get a notification either through the OrderEm app, phone call, text, or email with: the order details & item details, customer's delivery address, and notes. You or your staff will then prepare the shipping items and notify your runners to deliver the order directly to the customer's address.
Why should I offer shipping?
Data shows that customers place larger orders and order more frequently when they no longer have to worry about going in-store for pickup, they can go through all of your products, leading to more orders and profits, from the comfort of their home.
Can we expect tips from customers?
Yes, you can accept tips by selecting the tip option in the shipping settings to allow customers to tip to the runners.
How do I view the customer’s preferences for their order?
When an order is placed and you have configured your choice of notifications: through phone, email, fax, or text message, the customer’s order details, item details, and customer notes will have their additional preferences.
Is there any cash-on-delivery option for shipping?
OrderEm gives you control to set up your account to either accept cash orders to be paid on delivery or make an online payment required to make it contactless delivery. The choice is up to you.
Can I turn off my shipping settings or change my settings?
Yes, you can turn off your settings whenever you want. You have the option to turn off your settings at certain hours/days; after that, it will turn on automatically. You can also change your shipping settings at any time and save the changes.
Can I configure all my businesses to offer this?
Yes, you can configure and manage all your businesses from a single login and manage the orders and revenue for them. You can also collect and pay them from your account if needed. This way, you can track and manage runners and promote your app/website and charge convenience fees to the customers who place orders. You may also offer a free shipping service to entice your customers. Contact us to discuss the details.
Can I track all my runners?
Yes, you can track the runners using the OrderEm or DeliverEm app system. In addition, you can also charge delivery fees for the shipping or convenience fees.