Frequently Asked Questions
Are there any contracts or cancellation fees?
There are no contracts. You can cancel at anytime with no penalty. However, the one time set up fee will not be refunded after the menu set up process has been started.
How long does it take to get set up to offer online ordering to my customers?
Within 10-15 business days or less you will be able to offer online ordering to your customers through our system. The staff at order online express will take care of entering in your entire menu including a menu description for each item, pricing and pictures.
What will I need to do?
1. We will need you to send us your menu by email, fax or a link to your website if the menu is posted online.
2. Provide payment details for how you would like to pay your set up fee and monthly bill. You can pay by PayPal or by credit card. We will send you a pre-authorized credit card form if you choose to pay by credit card monthly.
3. Train your staff on what to do if an online order comes in and how it works.
How will I be notified about an order that has been placed online?
You can be notified by either a phone call placed to the number of your choice. You can update the phone number the notification is sent to anytime through the restaurant login area at http://orderonlineexpress.com/login.html
What is the customer order verification phone call?
Our system will place an automated phone call to the phone number provided to your customer and ask them to enter a number to verify that they did place an online order. Once the customer confirms the order the system will now send a notification call to your restaurant. The order you receive by email or fax will say if the order was confirmed or unconfirmed by the customer.
If your customer does not answer the phone number they provided we will still send the order to your restaurant but we will add that the order was 'UNCONFIRMED' so that you can choose if you want to accept it or not.
What if my restaurant misses the notification phone call?
Our automated system will try to call your restaurant up to 3 times at 2 minute intervals. If your restaurant still does not answer the notification our staff will follow up and either get in contact with the restaurant or if un able to contact the restaurant our staff will contact the customer and let them know their order had not gone thru.
Can I see my online orders when I am away from the restaurant?
You can login to your account anytime at orderonlineexpress.com with a connection to the internet. You can see current orders from the current day. You can also see the total orders you have received in the last month and how many sales were generated from those online orders.
How much does it cost?
We have a variety of plans available for restaurants that have different needs. We have plans that do not have any fees unless you receive and order and we have monthly plans that offer access to more features for free or a lower cost. Click Here to see our rates page. If you need help with our pricing options please feel free to contact us to discuss the needs of your restaurant.
What are my payment options?
You can pay for your set up fees and monthly fees through PayPal or by Visa, or Master Card .
How do I change the monthly plan that I am signed up for?
You can make changes to your billing plan by sending us an email. We will apply it within the next billing cycle.
Do I have to pay a monthly fee to use PayPal?
PayPal is free and easy to set up. There are no monthly fees for the person making the purchase. All monthly fees are charged to the person collecting the funds, similar to how your merchant account works at your restaurant. To sign up for a PayPal account now Click Here
Does Order Online Express have a help desk?
Yes. A representative will be able to assist 9AM to 2AM (Pacific Standard Time) 7 days a week.
Is there a login area for frequent online ordering customers?
Yes your customers can login with their email address and a password to recall their address information.
How do I change the order notification phone number, fax number or email address?
You can update this information in the restaurant login area of orderonlineexpress.com. For example: If you have a staff member that will be responsible for handling the online orders while you are away from the restaurant you will be able to update the notification settings and the information the orders are sent to. Any staff member with a smart phone will be able to receive email orders or text message notification.
What if changes need to be made to my menu?
Each account has one free menu change per year and for standard monthly plans four free menu changes per year. You can change your entire menu or just a few items with this change. If you require additional menu changes a fee of $50.00 per hour for time spent making menu changes (unlimited changes) would be charged to your account.
How many orders will I receive?
On average a restaurant will receive between 2 and 10 online orders a night. The average number of orders a night will takes time to develop, this does not happen immediately. As new customers and existing customers find out about your online ordering service your volume will increase. Check out our recommendations listed below to increase your online order volume quickly and to start saving time, making more sales and having fewer kitchen errors.
Restaurants with a high volume of online orders do things like this:
1. Have a website
a. Do you have good search engine optimization?
b. Do you receive a lot of online customer traffic to your website.
2. Mention online ordering is available in your phonebook advertisement.
3. Promote online ordering through your printed advertising? (flyers, coupons etc.)
4. Promote online ordering through social media like Facebook and Twitter.
5. Offer coupons to customers that have placed online orders in the past that can only be redeemed through using the online ordering service.
6. Use email marketing.
Do you have Return on Investment (ROI) Reports?
Yes you can view your sales history online anytime through the restaurant login area. It will show your daily, weekly and monthly sales.
Can you build me a website?
Yes. We can build you a website that can suit your needs and with as many features as you desire. Call us today to discuss what you would like to see your website have and we can give you a quote.
What is Web Hosting?
In order to have your website visible you need to have your website 'hosted'. We provide web hosting for as little as $9.99 per month.