Order Flow and Status Updates

This page explains how customer orders move between QRdrly and Square and how status changes affect the customer experience. All order management takes place inside Square. QRdrly handles the ordering interface and customer notifications.

How orders flow into Square

1. A customer places an order through QRdrly.
2. The order is created in the selected Square location.
3. Staff view and manage the order using Square POS.
4. All item details, modifiers and customer notes appear exactly as submitted.

QRdrly does not alter the order once it is sent to Square.

Status updates in Square

Staff control all order status changes through Square. Updating the order in Square updates the order in QRdrly.

The key statuses are:

• New
• In Progress
• Ready
• Completed

SMS notifications

QRdrly can send automated SMS messages when the order status changes.

When an order is marked In Progress in Square:

• QRdrly reads the update
• QRdrly sends an SMS using the wait time set in the portal

Customers receive a clear message that their order is being prepared.

If wait time notifications are disabled, a generic message is sent letting the customer know their order is being prepared.

Order Ready

When the order is marked Ready in Square:

• QRdrly sends an SMS letting the customer know their order is ready for pickup or out for delivery.

Completed orders

When the order is marked Completed in Square:

• QRdrly sends a thank you SMS and requests feedback.

Best practices

• Mark orders In Progress only when preparation begins
• Adjust wait time settings in the portal to match your kitchen workflow
• Train staff to follow the same order management steps for consistency
• Keep communication inside Square to avoid confusion

Common issues

• Staff move straight to completed without marking In Progress or Ready in Square