Frequently Asked Questions

General
 
Why do I need online ordering?
Online ordering is the perfect way to gain new and recurring customers from local businesses, residents and colleges. By storing customer data, eOrders allows your customers to quickly and easy place future orders with your resaurant. Your employees will spend less time taking orders by phone and more time being productive. This translates to money saved and less order errors made. Studies have shown that customers order more food per ticket when ordering online as opposed to phone or in person. Online ordering provides a competitive advantage and also generates business in a time when profit margins are ever shrinking.

Do customers go to eOrders.com or my website to place their orders?
eOrders.com allows consumers to search by their zip code to find restaurants in their communtiy and college students to search by their school to find restaurants around their campus. This allows you to reach customers who may not already know about your restaurant. Rather then solely listing your restaurant on our website along side your competition, we have designed our business model so that your customers can report to YOUR own website (ex. tonyspizzaria.com) to place orders. We want your marketing efforts to promote your website and your restaurant, not that of your competition.

Why should I choose eOrders over other online ordering companies?
Our company has led this industry from the start and continues to do so. We are 100% focused on providing a value added service to your restaurant. This value is present in our pricing model, business model, customer service, and operations. Signing on with our company provides peace of mind, in that you can rest assured, we understand the importance of our job and carry through.

I am a business owner or manager, and do not have time to learn how to use a computer or this system.
With our service there is no work involved and nothing to learn. We do all the work and you just receive the orders thru your FAX or PC.

What does a restaurant location need in order to accept orders online?
All a location needs is a fax machine or a PC with internet access to accept orders that are submitted by their customers from the internet.

What happens if a restaurant’s fax machine is down when a customer submits an order online?
If there is a busy signal or no answer our system will attempt to deliver the order to your fax again one minute later. In the event the fax fails, our Support Staff is notified immediately and will call your restaurant to read the order to you. This ensures that you will never miss an order.

Does a restaurant need to have a website or pay for a website in order to accept orders online?
No. A restaurant does not need to have an existing website or pay for a website in order to use our service. We provide you with your own website that accepts orders.

What if a restaurant currently has a website?
We can easily integrate our system with a restaurant’s current website. We will just add an ‘Order Online’ section! Our system can be integrated or replace a current website.

What if I want to add a special or make a change?
You can e-mail Customer Support or contact us via a toll free number and an eOrders representative will be happy to assist you in making these changes.

Is it possible to add a delivery charge if the order is to be delivered?
Yes. When your customer selects delivery, our system will automatically calculate their order with your delivery charge included. Customers will see this listed on their order. This option is not mandatory, but an added feature if you charge for delivery.

Is it possible for a restaurant to set a minimum dollar amount for orders to be delivered?
Yes. You just tell us what you would like the minimum dollar amount to be for delivery and our system will only allow delivery when their order is equal or over that amount.

What if we do not offer delivery or would like to turn off our delivery feature temporarily?
We can disable this feature when we first setup your website or a support representative can disable this feature when requested. By having this feature disabled the customer will only see the pickup option.

Can a user submit an order when we are about to close or when we are closed?
Just tell us the time for each day that you would like to stop receiving orders from your website. If a user comes to your website after these hours they will not be able to start ordering, but they still can view your menu and your website.

Is it possible to temporarily turn off the ordering section from our site?
Yes. Just give us a call and we can put your site into Maintenance Mode. This mode will allow customers to still view/print your menu, but will not allow the user to place an order.

When a menu item is listed can we include a description or picture?
Yes, you have the ability to add a digital picture for each item on your menu. This feature is represented by a camera icon. You can also have a full description of each item. This allows a customer to find out more information about the item they are selecting.

Can customers print our menu?
Yes. Just email us a copy of your menu and we will make it available to your customers on your website.

How will our customers know we have online ordering?
eOrders will provide you with a list of proven marketing ideas that we have compiled from our top 100 most successful customers. We also offer a complete line of marketing promotional material to get the word out.

Can we implement a point system where the customer is rewarded for ordering online?
Every order you receive contains the Order History of that customer. Order History includes: the number of times the customer has ordered, the total dollar amount spent by that customer, and the average amount spent per order. This allows you to reward your most loyal customers if you choose.

Will our website remember the customer automatically when they revisit the site?
Yes. When a customer logs on to your website our system will remember them for future visits. This makes it easier for the customer to quickly submit their order without having to log on each time.

What happens when a customer submits their order?
Our system inputs all their order information into the Customer Database System. It will then send a conformation/receipt to the customer’s email address they provided. It will also send the order to your fax machine.

How long will it take for us to receive a customer’s order on our fax machine?
Approximate time from when a user submits their order to when it arrives to your fax is 1 to 3 minutes. Our fax servers can handle thousands of faxes a minute.

How do you prevent users from falsifying orders?
Our customers have not noticed an increase in fake orders now that they have online ordering. We have taken advanced measures to prevent against users submitting fake orders. We record information that can easily identify the user submitting a false order. In the event of a user falsifying an order or conducting fraudulent activities we will send this information to the proper authorities as well as their Internet provider.

Can customers submit a comment on the website? If so, how do we get it?
Yes. You will have a section on your website called ‘Contact Us’. Customers can send their comments, or suggestions and you will receive them over your fax machine. The customer is aware before they submit their comment that their information is being recorded to prevent abuse. All comments are recorded in the Customer Database System.


Customer Payment using a Credit Card
 
How does this feature work?
Customers have the option of using their credit card when they select their payment options. When a customer selects payment using a credit card, they are asked for their credit card information. This information will be transferred to you, with their order, so you will be able to process their credit card with your credit card system.

How will we know that a customer wishes to pay via credit card?
Their order that comes out on your fax will tell you how they wish to pay for their order. If they have chosen to pay using their credit card then all of their credit card information will be provided with their order.

Is it possible to disable Pre-Pay Online?
Yes. If you do not want customers to have an option to pay for their order online using a credit card we can disable this feature on your website. Customers will then only see options to pay for their order in person.

Customer Database System (CDS)
 
What is the Customer Database System?
All of your customers’ information are stored within the CDS. Along with their general information it stores the details of each order they have submitted. Basically everything that the user enters and does on your website gets stored in the CDS with the exception of credit card information. Again, we do not store credit card information on our servers. We use this system to retrieve customer information whenever you need to use it.

What are some examples of information that is retrieved from the CDS?
We retrieve customer statistics so that both the customer and you can see their order history. For example, you will see on each order a customer’s order history containing information on how many orders he/she has placed, total amount spent, average order amount, etc.

Customer & Technical Support
 
When can we reach Customer Support?
Customer Support is available from 9:00am EST till 5:00pm EST Monday through Friday. Our Customer Support staff can help you with general issues related to your website. Some examples could be changes to your menu and specials, sending email specials, etc.

Technical Support is available 24 X 7!
This means if something is wrong with your website you can call our toll free number anytime and reach a Technical Support Representative to correct any issues on your website that might arise.