glitches in the active versus upcoming order classification

[addys]

Anyone else having issues where an upcoming order appears in the active order section (hours ahead of time, despite our 30 minute prep time)? For orders that aren't scheduled out hours in advance, it's getting hard to tell if people have placed asap order, or they've scheduled an order closer to 30 minutes out. 

This started happening a couple of days ago and hasn't let up. 

[addys]

I think I know what happened here, actually. When the new feature that allows us to add 15 minutes to the prep time (busy mode) was added, people no longer had the option to choose "ASAP." So now we just assume people mean ASAP when they don't schedule them in advance. But sometimes people get up in arms when they get a notification that their order is ready earlier than the prep time we listed for orders. The problem is, we don't have a way to be accurate about prep times, since some orders are small and some orders are large. Plus some menu items take a little longer to prepare. One final note is that we haven't received any "Active" orders since the new busy feature was added. Everything gets put in the upcoming category. 

[danhinchliffe]

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@addys wrote:

Anyone else having issues where an upcoming order appears in the active order section (hours ahead of time, despite our 30 minute prep time)? For orders that aren't scheduled out hours in advance, it's getting hard to tell if people have placed asap order, or they've scheduled an order closer to 30 minutes out. 

This started happening a couple of days ago and hasn't let up. 

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I just started having this issue, too.  We get the 'new order ping' and nothing prints.  If we look in 'upcoming' the order shows there.  Then, about a minute or two later, the order prints and the order moves to 'active'.

The first couple of times I thought it was customers trying to schedule orders just a couple minutes past our prep times, but it has been EVERY SINGLE ORDER this weekend.  It is a problem that needs to be addressed.

[JJ_]

Hello there @danhinchliffe 

Looking at your description it looks like this is rather urgent. For this reason, I recommend reaching out to our direct support team so they can take a closer look into this right away. Our team can be reached at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

You can also get in touch with our Messaging and Email Support Teams here.