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Communicate with customers about their orders directly from your dashboard. Send messages about issues, substitutions, or delays so customers stay informed throughout the order process.

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Sending a Notification

  1. Open the order in your dashboard
  2. Click the notification/message option on the order
  3. Type your message
  4. Click Send
The customer receives the notification via email or SMS, depending on the contact details they provided at checkout.

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When to Notify Customers

ScenarioExample Message
Ingredient substitution”We’ve substituted your almond milk for oat milk — is that okay?”
Out-of-stock item”Unfortunately, the brownie is out of stock. We’ve removed it and adjusted your total.”
Delay alert”Your order is taking a bit longer than expected. New estimated time: 25 minutes.”
Order update”Your order is ready for collection at the counter.”

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Best Practices

  • Be clear and concise — State the issue and any action taken
  • Offer alternatives — If an item is unavailable, suggest a replacement
  • Include updated timing — If there’s a delay, provide a new estimate
  • Stay professional — Keep messages helpful and courteous
For automated delay notifications based on prep time, see Order Delay Notifications.