FAQ's
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What if you can’t find the answers you’re looking for?

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.

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 or prepaid OrderXpress account. We are currently looking at more digital payment options too.

  • We run a weekly reconciliation of your sales (Wednesday to Tuesday). We deposit the total less our fees into a bank account every Wednesday.  Weekly statements are available on the OrderXpress business portal, as are up-to-the-minute daily sales.

  • The credit card and online account options can be turned off. OrderXpress will invoice you weekly for our fees.

Customers

  • Your customers can order from either their desktop / laptop via the web or use your branded smartphone application.

  • 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. A message is displayed on the screen indicating pickup/delivery and payment details. The customer is also sent an order receipt .

Troubleshooting

  • The customer’s name and phone number is on the order, so you simply contact the customer to let them know and place a new order.

  • You don’t need either one. All OrderXpress needs is a power point. All the technology needed to connect the order printer to the online ordering system is built into our smart printer. If you have a shop WiFi we can connect to that as well.

  • Yes, you can edit your own menu as often as you like via the OrderXpress business portal. Or we can help you do it. Our service includes up to two menu updates or changes per year – there is a nominal fee for additional changes/updates.

    You also have the ability to make other changes to your website like opening hours, order delay, image management.

  • 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

  • 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.

  • 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. Our system ensures that any delivery order comes from within your nominated delivery area (by defined suburb and postcode).

  • That’s ok, you don’t have to.  The system can be configured for pick-up only.

Marketing

  • OrderXpress provides a launch marketing package to get you started promoting the app and online ordering to your customers. 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.