> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fanhaven.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Mobile Orders

> View, prepare, and fulfill mobile orders from the dashboard and POS.

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

<Steps>
  ### Receive notification

  When a new mobile order comes in, the POS app alerts staff. The order appears in the Pickups queue.

  ### Prepare the order

  Pull the items from your inventory, verify sizes, and bag the order. Mark it as **Ready for Pickup** on the POS.

  ### Notify the fan

  When the order is marked ready, the fan receives a notification that their order is available for pickup.

  ### Fan arrives at pickup booth

  The fan comes to the designated pickup booth. Staff can verify the order by:

  * Looking up the fan's name
  * Scanning their Fanpass
  * Using the order number

  ### Complete the pickup

  Confirm the pickup on the POS. The order status changes to **Completed**.
</Steps>

## Handling issues

### Order cancellation

If an order needs to be cancelled (item out of stock, fan requests cancellation):

1. Find the order in the POS or dashboard
2. Cancel the order
3. 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:

1. Set aside shipped orders separately from pickup orders
2. Package them for shipping after the event
3. 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

<Tip>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.</Tip>