Dropped orders: unpaid online checkouts
A dropped order is an online order the customer started but never paid for. It never rings and never appears in your live list. If the customer did pay and the confirmation was missed, Menuthere finds the payment and turns it into a normal order.
- Where
- Orders → Dropped orders
- Plan
- Dropped orders appear once you take online payments, which start on Lite.
- Updated
Look at and clear dropped orders
Step 1: Open Dropped orders
In Orders press Dropped orders. The number on the button counts them. Each shows a draft number such as D3, not a real invoice number.
In the dashboardOrdersDropped orders
Step 2: Let paid ones fix themselves
Menuthere asks your payment gateway about each draft that is between two minutes and 48 hours old. When the customer did pay, the draft becomes a normal order with a real invoice number and rings like any new order.
Step 3: Clear the rest
Press Clear drafts, then confirm Clear drafts in the box. Cleared orders are marked expired, the stock they held is put back and any loyalty points the customer redeemed are returned.
Good to know
- Dropped orders are never counted as orders for your Free plan limit or your analytics.
- Drafts use their own numbers, D1, D2 and so on, so unpaid checkouts never leave gaps in your invoice numbers.
- A draft is not cleared for you. It stays until it is paid or you clear it.
Questions
A customer says they paid but I see no order. What do I do?
Why does a draft show D and a number?
Will clearing a draft refund the customer?
Related
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