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 (when the order is created in Square)
• In Progress (when the order is being prepared)
• Ready (when the order is ready for pickup)
• Completed (when the order has been picked up)

SMS notifications

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

When an order is marked In Progress, Ready or Completed in Square:

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

Completed orders

When the order is marked Completed in Square:

• QRdrly records the final state
• The customer sees the order as completed in their order history

No SMS is sent by default when an order is completed.

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

If SMS messages do not send:

• Ensure wait time notifications are enabled in the QRdrly portal if you want to send an expected wait time
• Confirm the order was marked In Progress or Ready in Square POS