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Delay notifications let you inform customers when their order takes longer than expected. This helps manage expectations and reduces complaints.

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How Delay Notifications Work

When an order exceeds its expected prep time, you can notify the customer with an updated estimate. Notifications can be sent manually or configured to trigger automatically.

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Manual Delay Notifications

  1. Open the order in your dashboard
  2. Click the delay notification button on the order
  3. The customer receives an updated ETA via email or SMS
Use manual notifications when individual orders are delayed due to specific circumstances.

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Configuring a Delay Buffer

Set a delay buffer so you’re prompted to notify customers when orders exceed the expected time:
  1. Go to Store Settings > Operations
  2. Configure the delay buffer threshold
  3. Click Save
When an order exceeds the prep time plus the buffer, the system flags it for attention.

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What Customers See

When a delay notification is sent, the customer receives:
  • An acknowledgement that their order is delayed
  • An updated estimated time of arrival
  • Reassurance that the order is being prepared

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Tips

  • Notify early — Let customers know as soon as you’re aware of a delay
  • Be specific — Provide an updated time rather than a vague “delayed” message
  • Monitor patterns — Frequent delays may indicate prep time settings need adjusting
For configuring prep time and other operational settings, see Operations Settings. For sending custom messages about specific order issues, see Customer Order Notifications. For managing live orders and their status, see Managing Live Orders.