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Orders

The Orders page is available at:

https://app.pixaro.ai/orders

Feature Overview

The Orders page is used by store employees, managers, and store owners to monitor and manage orders received for the currently selected store.

Store employees can review incoming orders, check order status, open order details, review ordered items, update eligible order statuses, and submit item-level fulfillment changes when an item cannot be fulfilled exactly as ordered.

The Orders module is store-specific. If you switch stores from the top toolbar, the Orders page shows orders for the newly selected store.

Access and Navigation

Navigation path: Order Management > Orders

Required permissions: Order Management access. Depending on the account setup.

Orders List

The Orders list shows the current store's orders in a paginated grid. New and updated orders can appear automatically while the page is open.

Summary Cards

At the top of the page, store team members can see:

  • Total Orders: Total number of orders matching the current list criteria.
  • Active: Orders that are pending or in progress.
  • Fulfilled: Orders completed on the current page.
  • Rejected: Orders rejected or cancelled.

Use the search orders field to find orders. Search updates automatically shortly after typing.

When a new search is entered, the list returns to the first page of results.

Partner Online/Offline Controls

The Orders header includes store partner availability controls.

  • Online: All connected partners are open.
  • Offline: All connected partners are closed.
  • Partial On: Some partners are open and others are closed.

Use the main switch to open or close partner ordering availability. If the store has more than one partner, use the settings icon to manage each partner individually.

When changing partner availability, the system may ask for confirmation before applying the change.

Pagination

The bottom of the grid shows the current visible range, for example Showing 1-10 of 35 orders.

Use the pagination controls to:

  • Move to the previous or next page.
  • Change the number of rows displayed per page.

Orders Grid Columns

The Orders grid displays these columns:

Column Meaning
Channel The ordering channel or partner where the order originated, such as Uber Eats, DoorDash, or Grubhub.
Order Id The Pixaro order identifier. Click the row to open order details.
Customer Customer name associated with the order.
Order Type The fulfillment type, such as pickup or delivery, depending on the channel data.
Datetime Order date and time shown in the selected store's timezone.
Subtotal Order subtotal before any additional totals shown in detail.
Status Current order status. Status colors help identify active, fulfilled, and exception orders.

Order Statuses

Order statuses can vary by ordering channel. A typical order may move through these phases:

Phase Example statuses Meaning
New or waiting received, pending, RESTAURANT_CONFIRMABLE The order has arrived or needs store/channel confirmation.
Confirmed or in progress CONFIRMED, DELIVERY_CONFIRMABLE, ANTICIPATED The order has been accepted and is being prepared or processed.
Ready or handoff PICKUP_READY, OUT_FOR_DELIVERY, pickedup The order is ready, in delivery, or picked up.
Complete FULFILLED, completed, delivered The order has been completed.
Exception REJECTED, cancelled, canceled, stale The order was rejected, cancelled, or could not be completed normally.

Not every order goes through every status. The exact status flow depends on the ordering channel and the order type.

How Orders Are Received and Updated

Orders are received automatically from connected ordering partners for the selected store.

When an order arrives, Pixaro adds it to the Orders list. When a partner or internal process updates an order, the page can update the order status automatically while the store employee remains on the page.

Orders can be processed from both:

  • The Pixaro web application.
  • The separate Pixaro Orders tablet application used by store employees in the store.

For every new order, the store owner receives a notification. Pixaro can also send new-order email notifications to specific email addresses configured by the store owner. If no specific notification email addresses are configured, the new-order email is sent to the store owner's default email address.

If an expected order does not appear:

  • Confirm that the correct store is selected in the top toolbar.
  • Confirm that the partner is online.
  • Use search to check whether the order is already present.
  • Check whether the order appeared in the Pixaro Orders tablet application.
  • Confirm that the configured new-order notification email addresses are correct.
  • Contact support if partner connectivity appears unavailable.

Viewing Order Details

Click any order row to open the order detail page:

/orders/{orderId}

Use Back to return to the Orders list.

The detail page contains two main sections:

  • Order Info
  • Item Info

Order Info

The Order Info section shows the order summary and status history.

It includes:

Field Meaning
Customer Customer name for the order.
Channel Ordering partner or source channel.
Order Type Pickup, delivery, or other channel-provided fulfillment type.
Updated By Team member or system process that updated the order status, when available.
Datetime Time of the status event in the selected store's timezone.
Status Status recorded for that event.

If customer instructions are present, they appear near the top of the Order Info section.

If the order was cancelled or rejected, the detail page may show cancellation information, including:

  • Who cancelled the order, such as customer or platform.
  • Cancellation reason.
  • Platform description.
  • Whether the merchant was paid.

Updating Order Status

When status updates are available, the status chip can be opened to show allowed next statuses.

Select an available status to update the order. The available options are controlled by the order's current state and channel rules.

Item Info

The Item Info section shows the items included in the order.

It includes:

Column Meaning
Image Product image, when available.
Product Name Item name. UPC/barcode is shown when available. QSR modifiers and options may also appear under the item.
Quantity Ordered quantity, or the adjusted quantity if a quantity change is pending.
Price Item price.
Status Current item status or available item action.

The bottom of the item table shows order totals such as:

  • Subtotal
  • Tax
  • Tip

Managing Item Fulfillment Issues

Some item statuses are actionable. When an item is eligible, click the item status to choose an action.

Available item actions may include:

  • Quantity changed: Use when only part of the requested quantity can be fulfilled.
  • Replace: Use when the item should be substituted with another store item.
  • Cancel: Use when the item cannot be fulfilled.

Available item actions depend on the order channel, item type, and current order status.

Quantity Change

  1. Open the eligible item status menu.
  2. Select quantity_changed.
  3. Enter the new quantity.
  4. Add store comments if needed.
  5. Confirm the change.
  6. Click Apply Changes.
  7. Confirm the final submission.

Replace Item

  1. Open the eligible item status menu.
  2. Select replace.
  3. Search for a replacement item.
  4. Select the replacement item.
  5. Enter the substitute quantity.
  6. Add store comments if needed.
  7. Confirm the replacement.
  8. Click Apply Changes.
  9. Confirm the final submission.

Cancel Item

  1. Open the eligible item status menu.
  2. Select cancel.
  3. Review the pending change.
  4. Click Apply Changes.
  5. Confirm the final submission.

The system prevents cancelling the last remaining active item in a confirmed order.

Important Validations

  • Item changes cannot be submitted until at least one item update has been selected.
  • If the order is still RESTAURANT_CONFIRMABLE, confirm the order before changing items.
  • Grubhub orders do not offer replacement actions in the current workflow.
  • QSR items with modifier details may not offer replacement actions.
  • Items marked as remove-only can only be cancelled.
  • Quantity change is not available when the item quantity is 1 or less.
  • Replacement requires a selected substitute item.

Reporting

The current Orders page does not provide a manual refresh button. Orders refresh when the list is loaded, when search or pagination changes, and when new order or order update events are received.

For analytics and reporting, use:

  • Order Management > Insights > Orders for order analytics.

Troubleshooting

Issue What to Check
No orders are shown Confirm the selected store, clear search text, and check whether the account has Orders permission.
Expected order is missing Confirm partner connectivity, partner online status, and whether the order exists in the partner platform.
Search does not return expected results Check spelling or search by a different order/customer value.
Cannot change order status The order may not have any available next statuses, or your role may not allow the change.
Cannot replace an item Replacement may be unavailable for that channel, QSR item, or item type.
Cannot cancel an item The system does not allow cancelling the last remaining active item in a confirmed order.
Times look incorrect Confirm that the selected store has the correct timezone configured.

Best Practices

  • Confirm the selected store before reviewing or updating orders.
  • Keep partner availability accurate so customers can only place orders when the store can fulfill them.
  • Review customer instructions before updating status or changing items.
  • Use store comments when replacing, cancelling, or changing quantities so the reason is clear.
  • Use the detail page for status and item management rather than relying only on the list view.