# Managing NeroWeb Orders

Source: https://docs.neropay.app/neroweb/managing-neroweb-orders
Last updated: 2026-10-22T12:45:08+00:00

### **How to get there**

From your EPOS screen or dashboard, follow this path:

**NeroPOS → Order**

> **📸
> ![](https://docs.neropay.app/contents/docs/medias/2026/05/3136e4956aeed6ef72e8c5e304c34e16.png)**

### **Part 1 — Receiving a new NeroWeb order**

When a customer places an online order, a notification will appear at the bottom of your EPOS screen showing:

- The order reference number 
- The order total 
- The order type — for example, Collect 
- The customer name, date, and time 
- The status — **Placed**

Click the notification to open the order directly.

> 📸 *![](https://docs.neropay.app/contents/docs/medias/2026/05/7dca7fcd1915d2c522fb1195d526773a.png)*

> 💡 **Tip:** You can also click the bell icon at the top of your EPOS screen to view all pending notifications.

### **Part 2 — Managing the order from the EPOS**

Once you click into the order, a window will open showing the full order details. From here you can:

- Review the items ordered 
- Update the order status using the **status dropdown** 
- Send a notification to the customer

**Order status options:**

| Status | When to use it |
| --- | --- |
| **Placed** | Order has been received — awaiting action |
| **Accepted** | You have confirmed the order and are preparing it |
| **Ready** | The order is ready for collection or dispatch |
| **Completed** | The order has been collected or delivered |
| **Cancelled** | The order has been cancelled |

> 📸
> ![](https://docs.neropay.app/contents/docs/medias/2026/05/8b9602634fec0c261be31a11c80894e8.png)

### **Part 3 — Managing orders from the Orders centre**

For a full view of all your orders, go to:

**NeroPOS → Orders**

From the Orders management centre you can:

- View all incoming orders in one place 
- Apply filters to see NeroWeb orders specifically 
- Search by order reference, customer name, or date 
- Update order statuses in bulk 
- Access full order details for each transaction

> 📸
> ![](https://docs.neropay.app/contents/docs/medias/2026/05/4499783d31dbedc70bd1731106bce8e6.png)
> ![](https://docs.neropay.app/contents/docs/medias/2026/05/3354195139b68e3b0db20ce05810c173.png)

> 💡 **Tip:** Use the NeroWeb filter to separate online orders from in-store orders so you can manage them independently during busy periods.

### **Part 4 — Notifying customers when their order is ready**

You can keep customers informed at every stage of their order via SMS or email.

**Step 1 — Customer places an order**

The customer completes their order on your NeroWeb store and sees a confirmation page confirming the order has been received.

> 📸
> ![](https://docs.neropay.app/contents/docs/medias/2026/02/send-2.png)

### **Step 2 — You receive the notification on EPOS**

The order appears as a notification on your EPOS screen. Click it to open the order window.

### **Step 3 — Send a ready notification**

Once the order is prepared, click **Send notification** from the order window. Choose your channel:

- **SMS** — sends a text message directly to the customer's phone 
- **Email** — sends an email confirmation to the customer

> 📸 *![](https://docs.neropay.app/contents/docs/medias/2026/02/send-4.png)
> ![](https://docs.neropay.app/contents/docs/medias/2026/02/send-5.png)*

> ⚠️ **Note:** SMS notifications are subject to your daily SMS allowance. Check your remaining balance before sending bulk notifications. SMS fees apply.

> 💡 With [AI Reception](https://docs.neropay.app/neroapps/ai-reception), customers can also place orders by phone, connected to NeroWeb and your existing kitchen workflow.

### **Frequently asked questions**

**Q: Where do I see NeroWeb orders on the EPOS?** A: A notification appears at the bottom of your EPOS screen when a new online order arrives. You can also view all orders from the bell icon at the top of the screen or by going to NeroPOS → Orders.

**Q: Can I cancel a NeroWeb order?** A: Yes. Open the order and select **Cancelled** from the status dropdown. The customer will be notified if notifications are enabled.

**Q: How do I filter to see only NeroWeb orders?** A: Go to NeroPOS → Orders and use the filter options to select NeroWeb orders only.

**Q: Does the customer get notified automatically when I change the status?** A: Status changes do not trigger automatic notifications unless you send one manually from the order window. Use the Send notification button to inform customers when their order is ready.

**Q: Can I manage orders from my phone?** A: Yes. The NeroPay dashboard is accessible on mobile, so you can view and update orders from anywhere.

*Still need help? Contact us at [support@neropay.app](mailto:support@neropay.app) or create a ticket*