How orders arrive
All orders from DoorDash, Uber Eats, and Grubhub flow through the Bamboo app on your tablet. When a customer places an order through a delivery platform, it appears in the Live Orders section with a sound notification. With Auto-accept turned on (the default setting), orders are automatically accepted and the prep timer starts immediately - you do not need to manually approve each order.
đĄ Keep Auto-accept ON. Auto-accept is strongly recommended. It ensures orders are accepted the moment they arrive, which keeps your acceptance rate high and your ranking on the delivery platforms strong. High acceptance rates lead to more orders. |
Order statuses
New - Order has arrived and is waiting to be accepted (only relevant if Auto-accept is off).
Accepted - Order has been accepted and the prep timer is running. Your kitchen should be working on it.
Completed - Order has been marked as ready and picked up by the courier.
Cancelled - Order was cancelled. This status should rarely appear - if you see frequent cancellations, contact our team.
Viewing order details
Tap any order in the Live Orders section to see the full details: all items ordered, any special instructions, courier information, and the delivery platform the order came from. Use this view to confirm what needs to be prepared and packaged.
Handling special requests and minor issues
For minor requests - a sauce on the side, a preference you cannot meet - fulfill the order as close to the original as possible and mark it as ready. A single imperfect order is far less damaging to your performance score than a cancellation, and Bamboo handles all customer-facing complaints on the delivery platforms.
Allergy/dietary cancellation exception
For allergy or dietary restriction requests that you cannot safely accommodate, cancel the order directly in the Bamboo app. Food safety always takes priority over your performance score, and this is one of the few situations where cancelling is the right decision.
Searching order history
If you need to look up a specific past order, go to Orders History in the main menu. You can search by order number. Order numbers differ by platform: DoorDash numbers look like 'ed1esdbc' while Grubhub numbers are longer numeric strings. You can also filter by brand and date range to find orders from a specific period.
Can I communicate with the customer or courier through the app?
No. Bamboo handles all customer-facing communication. If there is an issue with a courier pickup, contact our team and we will coordinate with the delivery platform.