When to contact support
This guide is public and intentionally avoids account-specific configuration steps. For order discrepancies, missing orders, or operational issues you cannot resolve, contact support@hungrycanadian.ca.
What you need before you start
- A reliable device (tablet recommended; phone acceptable as backup).
- The Hungry Canadian Orders merchant app installed:
- Device notifications enabled during open hours (sound and alerts).
- If you use printing, ensure your printer is configured (see: Printers & Printing).
Where orders appear
Hungry Canadian Orders app
- Recommended for kitchen and front counter workflows.
- Built for fast acceptance and status updates.
- Provides notifications for new orders.
Merchant dashboard (browser)
- Useful for management oversight and backup access.
- Helps monitor orders when the app device is unavailable.
What to expect when an order is placed
- A new order appears in your orders list.
- Your device should alert you (notification and/or sound depending on device settings).
Accepting orders: manual accept vs auto-accept
Manual accept
With manual accept, new orders require a staff member to Accept them before preparation begins.
- Recommended when kitchen capacity changes frequently.
- Helps ensure every order is reviewed before committing.
- Late acceptance increases delays and cancellation risk.
Auto-accept
With auto-accept, eligible orders are accepted automatically when they arrive.
- Recommended when staffing and fulfillment are consistent.
- Designed to reduce acceptance delays during busy periods.
If you are unsure which approach is best for your location, contact support@hungrycanadian.ca.
Entering prep time
Prep time sets the customer and driver expectation for when an order will be ready. Accurate prep times reduce early pickups, driver wait time, and refund risk.
- Set prep time based on current kitchen conditions (staffing, volume, and menu complexity).
- If you need help adjusting your setup, contact support@hungrycanadian.ca.
What happens if you don’t accept an order
If your store uses manual accept and an order is not accepted promptly:
- The order can remain Pending, creating delays and customer uncertainty.
- In some cases, the order may be canceled, increasing refund risk.
If you experience repeated missed orders, contact support@hungrycanadian.ca.
Reprints and order receipts
Reprints are useful when you need an additional receipt for packing or handoff, or when a receipt is lost or damaged.
- Keep only the active ticket in circulation to avoid duplicate preparation.
- For printer setup and troubleshooting, see: Printers & Printing.
Order status meanings
Pending
Meaning: The order has been placed and is awaiting action (commonly acceptance).
Merchant action: Open the order, review details, and Accept as required.
Accepted
Meaning: The order is confirmed and should be actively prepared.
Merchant action: Begin preparation and package the order before marking it Ready.
Ready
Meaning: The order is ready now for collection.
- Pickup: the customer is notified the order is ready.
- Delivery: the driver is notified the order is ready for pickup.
Merchant action: Mark Ready only when the order is fully prepared, packaged, and ready to hand off.
Completed
Meaning: The order has been fully closed in the order flow.
- Pickup orders: mark Completed after the customer has picked up the order.
- Delivery (Hungry Canadian driver network): updates to Completed when the driver completes delivery.
- Delivery (merchant self-delivery): mark Completed after the order has been delivered.
If you are unsure which fulfillment method applies, contact support@hungrycanadian.ca.
Operational checklist
At open
- Device is charged and in a staffed area.
- Notifications are enabled and audible.
- Merchant app is open and logged in.
- Printer test completed (if applicable).
For every order
- Open the order and review items, modifiers, and notes.
- Accept the order (if manual accept is enabled).
- Prepare the order.
- Package the order and perform a final item check.
- Mark the order Ready only when it is ready for pickup/handoff.
- Mark the order Completed when required to close the order flow (pickup orders and self-delivery).
Troubleshooting: orders not showing up
If you believe an order was placed but you do not see it:
- Refresh the orders list.
- Confirm you are viewing the correct store/location (if applicable).
- Check device notification settings (sound, alerts, Do Not Disturb).
- Confirm your internet connection is stable.
- Close and reopen the app.
If the issue continues, email support@hungrycanadian.ca with:
- Store name
- Approximate time of issue
- Customer name / order number reference if available (do not share customer payment details)
Common operational mistakes (and the fix)
- Mistake: Marking Ready before the order is fully packaged.
Fix: Mark Ready only when the order can be handed to the customer/driver immediately. - Mistake: Accepting orders late during open hours.
Fix: Monitor new orders continuously and Accept promptly. - Mistake: Duplicate printed tickets causing duplicate preparation.
Fix: Keep only one active ticket in the kitchen; reprint only when necessary.
FAQ
When should we mark an order Ready?
Mark Ready only when the order is fully prepared, packaged, and ready for immediate pickup or driver collection. Ready is the customer/driver-facing signal.
Do we need to mark orders Completed?
It depends on the order type and who is fulfilling delivery:
- Pickup orders: Yes. Mark Completed after the customer has picked up the order.
- Delivery (Hungry Canadian driver network): Typically no. The order updates to Completed when the driver completes delivery.
- Delivery (merchant self-delivery): Yes. Mark Completed after the order has been delivered.
If you are unsure which fulfillment method applies, contact support@hungrycanadian.ca.
What should we do if we’re not receiving order notifications?
Confirm your device notification settings and internet connection. If issues continue, contact support@hungrycanadian.ca.