---
title: Managing Your Customers' Orders
description: All orders placed online by your Customers to your branch will be visible on the Orders tab.
---
[Skip to content](https://help.rush.ph/knowledge/managing-customer-orders#main-content)
English
Show submenu for translations
[File a Ticket](https://help.rush.ph/knowledge/kb-tickets/new)
Open main navigation
Close main navigation
- English
Show submenu for translations
- [File a Ticket](https://help.rush.ph/knowledge/kb-tickets/new)
- Contact us
Contact us
How can we help you?
- There are no suggestions because the search field is empty.
1. [Knowledge Base | RUSH Help Center](https://help.rush.ph/knowledge)
2. [Managing your Merchant Mobile App](https://help.rush.ph/knowledge/managing-your-merchant-mobile-app)
3. [eStore Functions](https://help.rush.ph/knowledge/managing-your-merchant-mobile-app#estore-functions)
# Managing Your Customers' Orders
## All orders placed online by your Customers to your branch will be visible on the Orders tab.
With the exception of delivered and cancelled orders, all orders are grouped according to status within this tab, which are shown at the top portion of the screen:
- **Pending**- all new, unprocessed orders
- **In Process**- orders that are ongoing preparation
- **For Dispatch**- orders that are ready to be delivered or are currently being delivered to the customer
Other order statuses include:
- **Delivered**- order is received by the customer. Once this is selected, an order is considered completed. No further changes can be made from this point.
- **Cancelled**- order is cancelled by the merchant or the customer (if enabled).
*Delivered and Cancelled orders can be viewed from the Order History, accessible from the More tab.*
The upper portion of the screen also shows the number of new orders, which are all listed under the **Pending** status tab by default. The new orders can also be seen on the **Notifications** tab.
In this article:
- [Managing Orders and Changing Order Status](https://help.rush.ph/knowledge/managing-customer-orders#Managing%20Orders%20and%20Changing%20Order%20Status)
- [Fulfilling Orders via Third Party Logistics (3PL)](https://help.rush.ph/knowledge/managing-customer-orders#Fulfilling%20Orders%20via%20Third%20Party%20Logistics%20(3PL))
**Managing Orders and Changing Order Status**
To manage orders and change the order status:
1. Click on the Order Card to see the order details.
- The **Order Summary** tab displays the complete details of the Customer’s order. (Tip: you can also contact the customer via the mobile number displayed in this view)
- You can also switch to the **Order Items** tab to display all the items and the breakdown of total order cost.
2. Select the appropriate Preparation Time needed for you to handle the Customer’s order. This option is only available for orders which are still in the *Processing* status.
3. Update the Order Status by choosing the appropriate status from the dropdown menu.
- By default, *Pending* orders will be changed to *Processing* upon update, unless a different order status is selected.
- Dispatching orders using in-house or third-party logistics are only applicable to those with either *Processing* or *For Dispatch* status.
4. Click **Save Changes**.
The orders will be moved under its new status group as soon as its status is changed.
**Fulfilling Orders via Third Party Logistics (3PL)**
Delivering orders is the final and crucial step in ensuring that your products reach your customers quickly and efficiently.
For merchants who do not have their delivery services, orders can be fulfilled through a 3PL fully integrated into the RUSH platform.
Click [here](https://help.rush.ph/knowledge/grab-integrated-booking-on-the-merchant-app) to learn more about our integrated logistic partner and how to book or cancel a delivery rider.
**Receive Real-Time Notifications in the Merchant App**
To stay updated and never miss an order, make sure your notification settings are fully enabled:
**Enable “Alert Me of Orders”**
- On the Home page, make sure the “Alert Me of Orders” toggle is turned **ON**.
- This setting allows the app to send real-time alerts whenever a new order is received.
**Confirm Branch Assignment for the Employee**
- From the Home page, navigate to **Brand and Branch**.
- Check that the employee’s assigned branch is enabled by ensuring the corresponding checkbox is selected.
- [Getting Started](https://help.rush.ph/knowledge/getting-started#main-content)
- [Before Getting Started](https://help.rush.ph/knowledge/getting-started#before-getting-started)
- [Set up your eStore](https://help.rush.ph/knowledge/getting-started#set-up-your-estore)
- [Set up your Loyalty Program](https://help.rush.ph/knowledge/getting-started#set-up-your-loyalty-program)
- [Set up your Account](https://help.rush.ph/knowledge/getting-started#set-up-your-account)
- [Managing your CMS](https://help.rush.ph/knowledge/managing-your-cms#main-content)
- [eStore](https://help.rush.ph/knowledge/managing-your-cms#estore)
- [Loyalty](https://help.rush.ph/knowledge/managing-your-cms#loyalty)
- [Dine-in experience](https://help.rush.ph/knowledge/managing-your-cms#dine-in-experience)
- [Managing your Merchant Mobile App](https://help.rush.ph/knowledge/managing-your-merchant-mobile-app#main-content)
- [eStore Functions](https://help.rush.ph/knowledge/managing-your-merchant-mobile-app#estore-functions)
- [Loyalty Functions](https://help.rush.ph/knowledge/managing-your-merchant-mobile-app#loyalty-functions)
- [Customer Channels](https://help.rush.ph/knowledge/customer-channels#main-content)
- [eStore Web](https://help.rush.ph/knowledge/customer-channels#estore-web)
- [eStore Mobile App](https://help.rush.ph/knowledge/customer-channels#estore-mobile-app)
- [Punch Card Journey](https://help.rush.ph/knowledge/customer-channels#punch-card-journey)
- [Privilege Card Journey](https://help.rush.ph/knowledge/customer-channels#privilege-card-journey)
- [FAQ's](https://help.rush.ph/knowledge/faqs-1)
- [Service Level Agreement](https://help.rush.ph/knowledge/service-level-agreement)
- [Content Management System](https://help.rush.ph/knowledge/content-management-system#main-content)
- [eStore Functions](https://help.rush.ph/knowledge/content-management-system#estore-functions)
- [Terms and Conditions](https://help.rush.ph/knowledge/terms-and-conditions#main-content)
- [Terms of Agreement Annexes](https://help.rush.ph/knowledge/terms-and-conditions#terms-of-agreement-annexes)
- [News Archives](https://help.rush.ph/knowledge/news-archives#main-content)
- [Merchant Advisories](https://help.rush.ph/knowledge/news-archives#merchant-advisories)
[](https://www.rush.ph/)
Copyright © 2026, RUSH Technologies Inc.