Once mobile ordering is enabled, you’ll need a workflow for receiving, preparing, and fulfilling orders. Here’s how it works from the staff side.
Viewing orders
On the POS app
The POS app has a dedicated Pickups screen that shows:
- New orders — Just received, need to be prepared
- Ready for pickup — Prepared and waiting for the fan
- Completed — Fan has collected their order
On the dashboard
Navigate to Mobile Orders → Orders to see all mobile orders with filters for:
- Status (new, ready, completed, cancelled)
- Event
- Date range
Order workflow
Handling issues
Order cancellation
If an order needs to be cancelled (item out of stock, fan requests cancellation):
- Find the order in the POS or dashboard
- Cancel the order
- The fan’s payment is refunded automatically
Partial fulfillment
If one item in a multi-item order is unavailable:
- Contact the fan (if possible) to offer alternatives
- Process a partial refund for the unavailable item
- Fulfill the remaining items
Shipping orders
If shipping is enabled for your tour, some fans may choose to have orders shipped instead of picking up. Shipped orders appear with a “Ship” tag and need to be processed differently:
- Set aside shipped orders separately from pickup orders
- Package them for shipping after the event
- Update the order with tracking information in the dashboard
Mobile order settings
Fine-tune your mobile ordering experience from Mobile Orders → Settings:
- Enable/disable mobile ordering per event
- Set cutoff times — Stop accepting orders before or after the show
- Pickup instructions — Custom message telling fans where and when to pick up
- Order limits — Cap the number of mobile orders per event if needed
During high-demand shows, consider assigning a dedicated staff member to handle mobile order pickups. This keeps the main merch line moving while providing a great experience for mobile order customers.
