When does this apply?
This article applies if a delivery order came into Ebriza at one time, but the order ticket went to the kitchen much later — for example an hour or two afterwards — and you are wondering whether it was a delay or a fault.
If, on the other hand, the order did not appear at all in the Delivery screen, or if no orders come in from the platform any more, see the articles "Delivery orders do not appear on the tablet after a power cut or an internet outage" and "Orders from the delivery platform (Wolt, Bolt Food, Glovo, Tazz) no longer come in".
Most often it is not a delay: the order was scheduled
Delivery platforms send the order to Ebriza the moment the end customer places it, but with a delivery time set for later. These are scheduled orders. They are not prepared when they arrive, but close to the time they have to be delivered — otherwise the food would sit ready for hours.
A scheduled order:
- appears in the Delivery menu straight away, but in the "Future" tab, not in "Active";
- must be accepted by you immediately, even if the delivery time is far off;
- moves automatically to the "Active" tab at least one hour before the delivery time;
- only then can it be sent to preparation, so only then does the order ticket go to the kitchen printer or to the Kitchen Display Screen.
The time difference between when the order was received and when it went to the kitchen is therefore normal for a scheduled order. It does not mean the system delayed the order, and there is nothing to fix.
How to check for yourself that it was a scheduled order?
1. Open the Delivery menu and look in the "Future" tab. The tab has a counter with the number of scheduled orders waiting.
2. Open the order and compare the delivery time with the time it was received. On an ordinary order, the delivery time is the time of receipt plus your preparation time. On a scheduled order, the delivery time is much further away — that time comes from the platform, not from your preparation time.
3. If you tried to do something with it while it was in "Future", the POS answered: "This action is allowed for a future order only one hour before the scheduled time." That is the same thing said differently: the order is not active yet.
4. The "Future" tab also shows an informational message: "Future orders will be automatically moved to active orders 1h before the delivery time".
What you are allowed to do while the order is in "Future"?
The only action allowed on a scheduled order is to accept it. Sending to preparation and issuing the fiscal receipt are not available until the order moves to "Active" by itself.
Accept the order as soon as you receive it, even if the delivery is a few hours away. If it is left unaccepted, the platform cancels it and closes the store, and after that no orders come in at all. In the "Future" tab you also get a warning with the time left: "A future order will be cancelled if it is not picked up within ... minutes, and the store will be closed!".
When does the order move to "Active"?
At least one hour before the delivery time. If the preparation time set for the order is longer than an hour, the order moves to "Active" earlier, exactly that preparation time before the delivery time. The move is automatic — you do not have to move anything manually.
The exact moment the platform considers the order to have entered preparation is decided by the platform, based on the preparation time configured in your account with them, not by Ebriza.
When it really is a delay?
If the delivery time was shortly after the time of receipt — that is, the time of receipt plus your preparation time — then the order was not scheduled, and the difference is worth checking. Likewise, if the order appeared in the POS long after the platform shows it as sent.
In that case, write to us and send:
- the platform and the brand name;
- the location, if you have several;
- the order number from the platform together with the day it was placed (the number alone is not enough: on the platforms it is a counter that restarts every day and is separate per location);
- the time you saw it in the POS.
Useful articles:
Tags: scheduled order, preorder, pre-order, future order, came in late, not printed in the kitchen, delayed order ticket, future tab, scheduled delivery, Wolt, Bolt Food, Glovo