The quickest answers to the questions we get asked most often about the Webshop. Can't find your question here? Feel free to contact us.
Frequently asked questions
Why can't I see a product on the webshop?
Work through this list:
- Is the product switched on in your availability?
- Is the product not set to forced invisible on the product sheet?
- Is an active menu planning hiding the product at the moment?
- Do you use stock management? A product below the minimum stock level is automatically taken off sale.
Can a customer cancel their own order?
Only if you allow it: switch on Orders may be cancelled (Bestellingen mogen worden geannuleerd) in Order settings. Your customer can then cancel up to the last order moment. Use the option with care: you may not want to allow a cancellation just before you start preparing.
How do I temporarily pause all orders?
You can do this in three ways, depending on how long:
- Too busy for a while? Use Disable orders (Bestellingen uitschakelen) in the order app: no new orders until midnight.
- Closed due to holidays? Set up your holiday and announce it with a popup.
- Display only, no ordering? Set the webshop to a static menu via Website and branding.
My customer didn't receive an e-mail or SMS, what now?
Every automatic e-mail and SMS is logged per order. Open the order via Orders in the management page: at the bottom you will find the Message activity block (Berichtactiviteit) with every message sent, its status and the time.
- Is the message set to Sent or Delivered? Ask your customer to check their spam folder, and check that the e-mail address or mobile number on the order is correct.
- Is it set to Failed or Bounced? Click the eye icon for the exact error message.
- Can't see the block? Then no message was sent. Check that the confirmation e-mails and communication for the consumer are switched on.
Read more in Communication with your customer.
My webshop no longer accepts orders, what now?
It is almost always a setting that closes the order moments. Work through this list:
- Orders paused? In the order app there is an emergency button Disable orders that blocks all new orders until midnight. Check that it isn't still switched on.
- Opening hours: under Settings, Opening hours you decide when customers can pick up or have their order delivered. If the day is set to closed, or a holiday period is running, no orders can be placed. See Opening hours.
- Timeslots: are all of today's slots blocked or full, or is a quick button such as Total stop (Totale stop) still switched on? Check the day overview under Orders, Timeslots, see Adjusting timeslots.
- Available days: this setting takes priority over everything else. If a day is switched off here, it is closed, whatever your opening hours say. See Available days.
- Order settings: if you want to accept on-site orders, check that Order on site (Ter plaatse bestellen) is switched on under Order settings.
Is everything set correctly and it still doesn't work? Place a test order on your webshop yourself: the error message your customer sees usually tells you which of these five it is. If you can't work it out, contact us.
Can a customer quickly order again what they had last time?
Yes. Customers who are logged in and have ordered from you before see an Order again row at the top of the webshop, with the products and choices they ordered earlier. Read more in Order again.
Can I offer my customers a loyalty card or points system?
Yes, it's called Loyalty. Your customer automatically earns points with every order on the webshop, in the app, on the kiosk and at the POS, with a points card or a stamp card in your own style. You set it up under Settings, Loyalty. Read more in Loyalty.
Can my customers place one order together?
Yes, with group orders. A customer clicks Order together (Samen bestellen) at the shopping basket and shares the link. Colleagues or friends each add their own dishes, the person who started the order pays for everything in one go, and you receive a single order with For: name (Voor: naam) on each product. Learn how it works in Group orders.
When do I choose batch orders and when group orders?
They look alike, but solve different things:
- Batch orders are something you set up for a company that orders from you regularly: fixed delivery rounds with a cutoff, a fixed delivery address, and employees who each order and pay separately. You receive the orders bundled per round.
- Group orders are started by the customer, without you setting anything up: a one-off group with a share link, one person pays and you receive a single order with the name of whoever chose it on each product.
Rule of thumb: a recurring company with its own rounds and separate payments is batch, a group that orders together once and wants a single bill is a group order. The two can't be combined.