FAQ's
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Just call us on +02 9451 0901 or email hello@orderxpress.com.au

Onboarding

  • Step 1 is to sign up your business. We will contact you to discuss your requirements, then send you the onboarding checklist and get you set up as soon as possible.

  • The whole onboarding process usually takes between 2 – 3 weeks from sign up to launch, but can be as fast as you can supply the necessary material. If you have a high quality logo and a menu we can get you online and taking orders in less than a week.

  • There is no contract (unless you are on a negotiated annual plan). It runs month by month, so either party can cancel the service in writing with 30 days notice. It is in both our interests for the OrderXpress online ordering system to be successful for you. If it’s not working out then that’s ok. Just give back the printer and we will cancel the service.

  • Yes, we highly recommend! Contact our Support team or your dedicated Account Manager and upgrade your online ordering system today!

Payment

  • No, our pricing is as stated on the website, no hidden extras. If it seems unclear, talk to us about the best option for you.

  • Your customers can choose from a range of payment options – cash, credit card, debit card, Apple Pay and Google Pay.

  • Your payments are processed through Stripe and can be deposited into your account as frequently as every two days.

    You can access weekly statements via the OrderXpress business portal, along with real-time daily sales updates.

Customers

  • Your customers can order from either their mobile phone or desktop/laptop via your branded online ordering system.

  • This is what is completely unique about OrderXpress. Your customer connects directly with your order printer. If the printer is offline, out of paper or you are in the middle of a blackout, your customer cannot place the order. The order HAS to be sent to your printer before your customer receives acknowledgement the order has been placed successfully. Via the business portal you can see all your customers orders at any time.

  • Confirmation is automatic once the customer’s order is successful. The customer is also sent an order receipt .

  • The decision to refund is yours. You can refund with ease through the Business Portal.

Troubleshooting

  • The customer’s name and phone number is on the order, so you simply contact the customer to let them know. You can also hide unavailable items in your menu through the business portal.

  • Yes, you can edit your own menu as often as you like via the OrderXpress business portal. Or we can help you do it.

    You can also create multiple menus and set item availability for specific days and times.

  • Yes, you can. You can have multiple menus available and you can activate the one you want for the day. The menu system is very versatile, once set up this happens automatically, and of course can be changed at any time.

    For example:

    • You can set a ‘lunch special’ that is not available after a certain time:

    • Or you can set lunch time online orders that are only available for pick-up while dinner time can be both pick-up and delivery

    • You can set daily specials on different days

  • You can make many changes to your web app including opening hours, order delay, image management, add holidays dates, Public Holiday surcharges and more.

  • Specific dietary items will be displayed as per your menu.  We have an ‘additional info’ section where customers can communicate other dietary needs.  Customers also have the ability to remove or add specific ingredients to a menu item, allowing them to design their own choices based on your kitchen’s versatility

Printer

  • OrderXpress owns the printer. We will maintain the printer for normal wear and tear.

  • Our printer is a Smart Printer, it only needs a Wi-Fi connection. If you don’t have a reliable Wi-Fi connection, please contact our team for alternative connection methods.

  • The printer paper is available in rolls from your local stationer or you can order it directly from OrderXpress.  The paper rolls are thermal and measure 57 x 35mm.

Deliveries

  • Yes. You provide the drivers and we do the rest. We don’t charge extra commission for delivery orders.

  • Yes you can! The system can be configured for pick-up and/or table ordering.

Marketing

  • OrderXpress provides a launch marketing package to help you get started promoting your online ordering system to your customers.

    Your launch marketing package is tailored to your business’s needs and can include flyers, posters, table domes, A-frame, stickers and more.

    We have ongoing marketing support options to attract new customers and to develop relationships with existing customers.

  • No, not at all. We have developed a few marketing support options because of demand from our business customers. Some of our customers have their own marketing capabilities, so they use their own resources. We have streamlined our offers to be cost-efficient and we are here to help if you need it.

  • Our system automatically tracks the amount of orders each customer makes under the loyalty program and will automatically calculate the appropriate discount when the order is sent through to the smart printer order receipt.

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