Can I get rid of the prep time option in the online store?

[Chubbys]

Is it possible to remove the prep time option or not send the text message to the customer?  We have a food truck and to say the customers are confused 75% of the time would be an understatement.  We would like to be able to send only two texts to our customers.  When we start the order and when it's ready for pickup.  Currently, we're forced to select a prep time, which if we put the timer out x amount of minutes, we have pickup orders stacking up under the heat lamps.  If we set the timer to zero prep time, we have the 'special' customers that think their order is ready the moment they complete payment.  I have written an extensive step by step ordering process telling customers to disregard the initial text saying their order is ready, but that only works for the 25% (at best) of customers that actually ready the order instructions.

Additionally, could you make it possible to force the person's name at least to be required?  I have tickets constantly printing out with no name on them.  You have to go to the actual order to get the email address to identify the customer, but can't call some of them since that field is also not a requirement apparently.

[AshleyK]

@Chubbys have you tried order staggering for your pickup orders? You can try to shorten your pickup orders' prep time, but also limit your pickup orders to only allow a certain amount per set time frame. This should keep your orders spaced out so you don't have a bunch waiting for pickup at once. 

There is also a setting that you can enable that will allow your customers to reply "here" when they are ready for their pickup order. A notification will pop up on your Point of Sale app when they text. 🙂

Also, when referring to the name of the customer, are you also using open tickets for your orders?

[Chubbys]

I could enable the customer 'here' function but that doesn't fix the initial problem of the prep time issue.  Yes, I've tried order 'throttling'.  None of the whitesheet fixes you are suggesting address the issue I'm raising.   Have you tried allowing your customers to require mandatory form entry fields?  If you look at your competitors,  most namely OpenTable,  you would see a lot of customizable features that square just currently can't keep up with. 

[Chubbys]

When referring to open tickets.  You can't have one when the customer is placing it online.  They aren't sitting in a restaurant/food truck.  They are placing it away from our site.  No payment,  no food.  There is no open ticket with the customer not present.