Superorder Snja1v2n5s

Superorder Help Center

Stay updated on the status of all your company's support tickets.

Customer portal

The Reviews section gives users the ability to receive, review, and respond to ratings/reviews online. 

The filters at the top allow you to narrow your search down to specific types of reviews (I.E. high/low ratings, specific platforms, order value)

 is your command center for responding to customer reviews. Here, you can view and reply to each review. You'll see that if you've set up Templates, AI generated responses are populated and ready to send! Check out the 

 tab consolidates all your review data to help you understand the impact of review responses and overall trends in your location's performance.

This table contains insights into your location's food quality based on their review contents. For example, if you sell chicken wings, this section will help you understand if customers like your location's wings based on the content of reviews.

 allow you to create automatic responses to customer reviews based on several criteria (such as location and rating). Visit the 

 help page to best set up templates for your business.

 allows you to customize the tone of any AI-generate responses to reviews. You can create one voice for all your locations, our unique voices for each location.

To create a new brand voice, click on +Add New in the upper right corner. For definitions and step by step please visit the 

Reviews

Explore the Superorder dashboard's Surveys Inbox, All Surveys, and Surveys Analytics pages with this guide.

Start with the Surveys Inbox, housing all customer-completed surveys awaiting your response.

This page contains all unanswered surveys. These are surveys that customers have completed but you have not yet responded to.

By default, Superorder AI writes a personalized response to the customer. However, the response isn't sent automatically. You must click "Reply" to send it to the customer as a text message.

The All Surveys page contains all surveys, both responded and unresponded.

The top of this section contains a breakdown of your surveys, overall reviews, the number of completed surveys, ratings from order surveys, and ratings from location surveys.

In the Common Theme Analysis, Superorder AI provides summaries of what customers are saying about your restaurant based on their survey responses.

The Menu Item Analysis section provides insights into how customers feel about individual menu items. For each item, it compiles data from order surveys, such as the number of orders and the average rating.

Surveys

Alerts are automatic alerts that you can set up for real-time insights into changes in your location's operations.

Note: Notifications need to be set up on a user by user basis. Follow the link 

 to learn about how to create notifications.

 alerts that you have not yet acknowledged on the Superorder Dashboard

all-time record of your store notifications with the ability to filter by location and date range

Alerts

The Downtime/Store Availability section gives users the ability to best understand the current availability and historical availability of each location in the account. There are three tabs: Live Downtime, Analytics, and History

The Live Downtime tab visualizes the current status of your connected location's storefronts over 3 categories:

Stores that are currently offline during business hours. Superorder automatically reactivates your storefronts under most circumstances; however, we will not reactivate if the closure was intentional (Ex. your staff turned on busy mode) or if it could risk your storefront's reputation on the platforms (too many restarts over a short period can lead platforms to extend deactivations).

If applicable, you will see a "Reactivate" button that directs you to the associated platform's merchant portal where you can manually reactivate the storefront as highlighted below.

: Locations where all storefronts are online and within business hours and nothing needs to be done.

Locations that are closed/not yet open for the day.

These tables track the current status of accounts that do not require any action.

 section below Live Downtime on the left side of the Dashboard.

Here, find a summary of Estimated Revenue Lost, Revenue Saved, and data from Uber Eats, Grubhub, and DoorDash based on downtime in minutes. 

This table provides a location by location breakdown of estimated revenue lost, the downtime rate, and total downtime in minutes based on the selected date range. This table is best used to identify stores with excessive downtime.

For instance, based on the screenshot provided, La Pasta Burrosa has a much higher downtime rate compared to the other stores. As management, it highlights the need to start a conversation with the operator to better understand what is happening.  

This heat map helps understand when downtime is occurring.

For example, downtime from twelve to midnight on Wednesdays, Thursdays, Fridays, and Saturdays might be heavier than the rest of the week.

Hover over a specific hour to get details on how much downtime occurred and the hours specifically noted.

 table. This table helps you understand whether downtime is increasing or decreasing over time.

This section displays all historical downtime. Filter by location and date range to better understand downtime. 

Here, you can filter by Feed, Platform and Minimum Downtime duration.

 is the ability to view full history or restart history.

Full history includes all downtime, whether restart was possible or not, while restart history only includes downtime that is restartable.

 is the ability to filter by Uber Eats, Doordash, or Grubhub.

 is the ability to filter based on length of downtime. For instance, to see downtime more than twelve hours, drag the slider to twelve hours.

Downtime

Dive into the revamped Chargebacks tab on the Superorder Dashboard, previously known as Disputes. This tutorial outlines the features and functionalities of the updated interface.

*All data provided is within the selected timeframe at the top of the page.

: The total value and number of disputed orders that are won/lost.

: The total value of disputed orders that have not yet been won/lost yet.

Scroll down to the Total Chargebacks by Location section. This area shows the orders with chargebacks, the chargeback value, and the percent of total revenue.

Discover the new section, Chargebacks by Reason. 

Hover over the pie chart to see amounts by category. You can also find the same information the table below the chart.

Scroll further down to review the Chargebacks Disputed by Order Count and by Dollar Amount. In the upper left corner, you can view the graph by date, day of the week, or by platform. These charts help visualize trends and patterns in disputes over the selected date range.

Scroll down to the Chargebacks by Daypart section of the page. This table shows data on a weekly scale. Hover over a specific hour to see the order count and the amount in chargebacks lost!

Navigate to the All Chargebacks tab to view a historical log of all completed disputes, each listed with the platform and the reason.

The table in this section contains two views:

disputed orders that have not yet been won/lost. We are still waiting to hear back from the delivery platforms about these orders.

disputed orders that are confirmed to have been won or lost.

Click on the status of a specific dispute to view order details and better understand what the dispute processed was for, what the reimbursement status is, and amount received.

Have fun exploring the new Chargebacks section!

The Disputes Dashboard provides insights into 3PD chargebacks fought on your behalf

Chargebacks

 on the Superorder Dashboard with this guide.

Begin by examining the top three summary values on the dashboard: Total Revenue, Total Payout, and Orders Paid Out. Hover over the information icon for a description of how the amount was determined.

This table provides a condensed view of performance by platform and is downloadable as a CSV in the upper right corner — great for your accounting team.

. Here, compare the subtotal with the net payout to visualize the fees deducted by the delivery platforms.

Here, review marketing, platform commissions, and chargebacks in a easy chart or observe the platform fee breakdown in a pie chart format to the right. Hover over a section of the pie chart to get the details of that section.

Navigate to the revenue trends. Select location and platforms at the top.

Note that DoorDash payout processing might take up to three business days to reflect in your account.

. The table displays the subtotal of all sales during the selected time period. 

Here you can view a specific location and its week over week performance.

Toggle the view to see the change as percentage. 

Filter by location or platform and select view data by payout date or by transactions date in the upper right corner.

The first Payouts Breakdown table is the Summary table providing a breakdown of each store by platform, the payout date, the dates the payout covered, and additional details. 

The second Payouts Breakdown table is the Detailed Transactions table providing the same information in the summary table in addition to platform specific information on the far right.

The Financials Dashboard provides insights into 3PD earnings

Financials

 section provides the ability to export detailed information by product. Click on the product you're interested in the dropdown on the left side of the page and select the type of report you are looking for.

There are two types of reports that can be exported for each product:

 - General report with high level numbers

If you want to set up reoccurring reports to be sent to you and your team, click on the Schedule Reports button in the right hand corner next to Create Report (one time report).

A pop out screen will appear where you can select the type of product you'd like to receive a report for, the report type (summary, detail), cadence (daily, weekly, monthly), and who will receive the report.

Reports

 shows you the status of each of your location's integrated accounts.

For each location, you are able to connect the following accounts:

Each integration can have one of the following statuses:

Has a green ring around the platform logo, the integration is correctly configured and working

 Not visible in the integrations tab, the integration has never been connected for this location

Missing the green ring, there is an issue with this integration and it is not properly connected to your Superorder dashboard

If you have a broken integration, please reach out to 

Integrations

 section of the Superorder Dashboard with this guide.

Start with the General section of Settings.

. View the details of the organization and the accessible locations.

To change a location's information, select the pencil icon on the right.

Enter the updated information for the location and select 

Find help resources using the search bar or scroll down to view popular articles.

View all users associated with the chain, both active and pending.

Resend an invite to a pending user by selecting 

To invite a user, enter the new user's email address, full name, associated locations, and role.

Choose from the role options: admin, manager, or viewer. Scroll down and select 

To create billing groups, select the desired location and then 

. Identify the billing group with a Billing Group name and remember to select 

Click on edit on the upper right corner to edit the billing group name and the associated Stripe user.

Update billing and payment information by selecting 

Scroll down to view subscribed products and understand the active subscription.

View the list of all locations associated with this billing group. To move a location from the current billing group to a different one, select the location(s), click 

Note the Billing Users section. To add additional billing users, select 

Lastly, review invoices, noting the period start and end date, the amount, and the status. Aim to have all invoices marked as paid.

Product Overviews