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When the kitchen is running behind, delay the order from its order page. storekit moves the estimated time back by the number of minutes you choose and tells the customer by email and text message.

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Delay an Order

1

Open the order

Go to All Orders and select the order. Selecting an order on Live Orders shows the same order view, with the same controls.
2

Click Delay

Click Delay at the top of the order page. The Delay this order dialog opens.
3

Choose how much time to add

Choose 1 Min, 2 Min(s), 5 Min(s), 10 Min(s), 20 Min(s) or 30 Min(s). This list is fixed; there is no free-text field for a custom delay. The dialog closes as soon as you pick a value, and the delay is applied immediately. Click Cancel to close it without delaying the order.
Two banners confirm what was sent: Email was sent successfully or Email failed to send, and Text was sent successfully or Text failed to send. The Timeline on the order page records the delay, for example “Order was delayed by 10 minutes, new promise time Sep 23rd, 6:40 pm”.
Each delay adds to the current estimate, so delaying an order twice by 10 Min(s) pushes it back 20 minutes in total. For a pre-order, the delay moves the scheduled pre-order time instead of the estimated time.

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What the Customer Receives

Both messages state only the number of minutes added. Neither includes the new estimated time, so if a customer asks, read it from the order page.
Delaying an order does not change its status. An order that was accepted stays accepted and still needs to be marked ready in the usual way.

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There Is No Automatic Delay Notification

storekit does not send a delay message on its own, and there is no setting that flags an order as running late. An order that passes its estimated time without being marked ready sends nothing to the customer until you click Delay. If orders are regularly late, increase the preparation time in Stores → your store → Settings → Operations instead, so the estimate customers see is realistic from the start. See Operations Settings.