Frequently Asked Questions for Business Users

Website and App Questions

I can see a Yellow label on my outlet on the outlet list, what is it and how do I set it up?

This is a Special Offer Flag, it can be set up for Delivery, Collection and Table. Please contact your marketplace provider, and request they set this up on your behalf.

I would like my business to be promoted or to be one of the featured outlets, how do I set this up?

The marketplace provide can set this up on your behalf, please contact your marketplace provider for more information.

I can see I have Category Tags, but how do I change them?

When your marketplace provider set up your business, they will have assigned your business Category Tags. If you would like to add or remove category tags, please contact your marketplace provider.

How are the businesses on the outlet list ordered?

We list the businesses in the following order:

Promoted and Open
Open
Promoted and Preorder
Preorder
Closed

Please read our Business Logic guide for more information.

Order Questions

I need to refund a customer's order, how do I do this?

Only completed orders can be refunded, and only full order values can be refunded currently. Please contact the marketplace provider to request a customer be refunded.

If the order is in ‘preparing’ or ‘ready’, you can cancel the order which will release the funds back to your customer.

We do not allow preorders for the same day, how can we set preorders for tomorrow and the next day?

Navigate to Businesses → select the required business → outlet → select the required outlet → Ordering → Under Fulfilment Times, select Allow Preorders → set the Days Offered first slider to 2 and the second slider to 3.

For the Days Offered slider the 1 represents today and 2 represents tomorrow and so on. Depending on the marketplace providers setup, days offered can either be set between 1-5 days or 1-31 days.

How can we limit the amount of orders we can receive?

Order Volume Limits allows you to set up a maximum number of preorders allowed for each delivery window, this is a limit would only be applied to delivery preorders, not ASAP delivery orders or any Collection and Table orders.

How to set up Order Volume Limits:

Navigate to Businesses → select the required business → Outlets → Select the required outlet → Ordering → Under Order Volume Limits there is a list of all the delivery windows available, select the delivery windows which require a limit → An Order Limits window will pop up, enter the limit number, Click Save.

See our Ordering guide for more information on Order Volume Limits.

How do I set delivery windows to different times on different days?

Navigate to Businesses → select the required business → outlet → select the required outlet → Ordering → Under ordering times, delivery windows can be set independently for each day.

Can I view an order which was placed a number of days ago?

Yes, navigate to the Redbox Management Portal → Orders → Enter the order number.

Menu and Menu Item Questions

I have created a menu, I have it set to Collection or Table only, but I cannot see this menu on the Web Preview on the Menu tab, why?

Unfortunately, the Web Preview only displays delivery menu’s. If you would like to view your collection or table menu using Web Preview, set the menu to allow delivery. Once you have checked your menu is displaying as expected, set the menu back to collection or table only.

How do I create a sub menu?

Navigate to Businesses → select the required business → Menu → Click Add Menu → create a menu → Click the three dots next newly create menu → Click Add Sub Menu → create a sub menu. Complete these steps for each sub menu required.

I have multiple outlets and I need to set one of the menu items to sold out or hidden for only one outlet. How do I do this?

There are two ways set an outlets menu item to sold out or hidden, via the menu on the business or via the stock on the outlet.

Via the business:

Navigate to Businesses → select the required business → Menu → select the menu item → under stock control, set the required outlet to sold out or hidden.

Via the outlet:

Navigate to Businesses → select the required business → Outlets → select the required outlet → stock → select the menu item → set the item to sold out or hidden.

What is the different between a menu item being sold out and hidden?

Sold Out - The menu item will display on the menu as Sold Out and will not allow the customer to add the item to the basket. On the Redbox Management Portal, the menu item will be displayed with a red dot next to it.

Hidden - the menu item will not display on the menu but will be visible on Redbox Management Portal.

I would like to use the Add-On Sale Menu but it is greyed out, why?

If you would like to use the Add-On Sale Menu, please contact your marketplace provider.

I have made updated to my menu, but nothing has changed on the website/app?

This is usually a caching issue, it can take up to an hour for changes to take affect. If this issue still persists, please inform your marketplace provider.

Discount Questions

I am trying to edit or create a Business Discount, but I get a warning ‘Discounts are not available for this restaurant configuration, please contact support for assistance’, what do I need to do?

As a business user, you are able to view the discount, however, you will need to contact your marketplace provider to edit an existing discount or to create a new discount.

Can discounts be set up to be offered on specific days?

Yes, business discount can be create to be offered on specific days of the week. The Business Discounts can also be schedule to be offered for a specific time period. Please contact your marketplace provider to set up discounts for your business.

What is the difference between a Business Discount and a Member Discount?

A Business Discount will be offered to all of your customers for the days and scheduled time period (if applicable) specified. However, a Member Discount is specific to one customer, once they have accepted the Member Discount it will be available to them at all times, until the Member Discount is removed.

Please read the Discount & Preorders guide if you business would like to offer both Discounts and Preorders.

Customers can only qualify for one discount at a time. If multiple member and business discounts could apply to an order, only the discounts which are the most favourable to the customer will apply.