Frequently asked questions

Do we need to have a website already?

No. We can create a brand new website for you. If you would like to keep your existing website. That is fine. We will just integrate the order online button on to your existing website.

Do we need to purchase our own web hosting?

No. Hosting is included, no extra charge.charge. Onlineorderingapp is a hosted service. We take care of the technical up-keep, so you can focus on running your restaurant and making your customers happy!

Can we make updates to our website?

You’ll have the ability to log in to the dashboard and make edits anytime you want. Our dashboard is super easy-to-use. Or, we can make those updates for you! Just shoot us an email and we’ll take care of it.

How do our customers pay for their orders?

They either pay directly to you.All card payments are sent to your bank account directly by the payment processor.We help you to set it all up.

30-Day free trial?

That’s right. You can test ride our basic plan. I am sure you will be delighted with our App but for some reason, if you’re not satisfied, you can cancel the service. No questions asked.

Are there any contracts or long-term commitment?

No contracts, no commitment. You can cancel at any time.

Some more Frequently asked questions

Can I Take Orders Via Email Or Fax?

We do not support, nor encourage, an email, fax or desktop solution for taking orders, and there are many good reasons why we chose to provide an app instead. Shortly put, your online sales will be low if you take orders without the app we provide.

One way to increase your business is to provide existing customers a truly great service so that they will order again and again. The online ordering experience is part of that service. If you can accept and confirm orders within seconds plus giving an individual delivery / pickup time, your customers will be delighted.

In order to achieve an almost real-time reaction by the restaurant, we first need to assure your client that the restaurant is ready to take the order and to make some noise once a new order arrives. Traditionally, the telephone is assuring the client that the restaurant is ready to take the order. If you do not pick-up the phone in a timely manner people just call somewhere else, right? Simple.

Using a mobile app is ideal for this purpose of replicating what was appreciated by the clients on phone orders and add the benefits of online handling on top. You just need an affordable device for order-taking, one that is easy to set up and use, without too much hassle.

Minimal requests for an order-taking tablet/smartphone are:

  • charging while on
  • good wi-fi signal (if you want to connect through a wi-fi hotspot)
  • loud speaker
  • android v 4.1 or later (with Google Play supported)
  • decent materials (meaning not to fall apart after 2 months of usage and get a broken charger socket, displaced screen, etc).
How Can Clients Order On Facebook Using The Mobile Device?

The issue is that when you open the Facebook mobile app, you will not be able to see the apps/buttons/tabs you have installed on your Facebook page. The reason is that Facebook mobile does not allow any third party apps to be shown on mobiles. This does not apply only to FoodNinja, but also to any other applications made for Facebook.

However, we provide a smart link for posting on Facebook. You may use this link over the “Shop Now” call to action on your Facebook page, or to create pinned posts about ordering. This smart link detects the device type and serves the menu in the appropriate format, including mobile.

You can find your smart link along with step by step visual instructions in your admin area, under Publishing → Facebook. You will unlock Facebook Sharing and Shop Now as soon as you publish the app on Facebook.

Facebook share and shop now admin screenshot

What Does The Message "We're Currently Not Taking Orders Online Right Now..." Mean?

Our system checks every few minutes if it still has a connection with your phone / tablet. In case it is not possible to establish a connection, you can not receive orders so we show this message to your customer. We thought this would be a better solution than having customers place orders without being served.

Please check to see if you are logged in the order-taking app on your mobile device, and if you have an active data plan or wifi connection. Also make sure you don’t have any app blocker or battery-saving applications installed.

Is The FoodNinja System Available In Other Languages?

Yes. the system is already available in most used languages and more are added every month by our community of contributors.

If you didn’t find your language available in the admin area settings, it is possible to speed its release by translating some parts in our translation module.

If you wish to contribute simply drop us an email at contact@foodninja.com.au. Make sure you specify the login email address of your restaurant account signed-up with us, and the language you are interested in.

How Do I Add The "See MENU & Order" Button To My Website?

f you look in the Admin panel you can find a section called Publishing, containing Facebook and Website.

To place the “See MENU & Order” button on your website, you need to copy the HTML code (which you find in the Admin panel > Publishing > Website) and paste it in the HTML source code of a page on your website. If you are not the creator of your website, then please ask your website administrator to help you out with this. It should only take a few minutes.

Make sure your button will be visible from your main homepage. For example, we have seen the button placed only at the bottom of the contact page which significantly diminishes the chances of getting any online orders.

Can I Customize The Look & Feel Of The Web Widget?

You can create almost any logical association for combo offers, add-on up-selling and/or supersize deal. You may edit at anytime each dish name, description and food category. Also, you can fully manipulate your theme, categories and dish pictures. Further-on, you may tweak the See MENU & Order button by changing the color, the font, and even the text for your website and/or Facebook page.

The colors and fonts in the online ordering menu cannot be changed, as we are trying to focus the attention of your customer on the food, the ordering and the checkout process. This is why we carefully designed the widget using neutral colours on purpose.

Moreover, as the menu is your dynamic ever-changing sales content, we crafted everything with web-friendly fonts that renders consistently over any browser or device thus avoiding misalignments or nasty overlapping of fresh edits.

Is It Possible To Make A Category Within Another Menu Category?

For example, your restaurant serves both Chinese and Indian dishes in the same menu. You have the same categories (e.g.: starters, desserts, salads etc), but you have to use them 2 times, once for Chinese dishes, once for Indian dishes.
Our suggestion is that you create and name your categories as: Indian starters, Chinese starters, Indian desserts, Chinese desserts and so on.

The idea of our product design is to make menus simpler as clients get confused by complicated menus and that’s never good for online sales.

If you have other logistical/marketing reasons for which you should have a clear separation of menus, then it is better to sign-up with two restaurant accounts and take orders on two different mobile devices (e.g. there are two different chicken-based meals cooked by two different chefs in two different locations and people should not be able to cross-order one item from the Chinese menu and one item from the Indian menu).

If your plan is to provide a one-click ordering cart with thousands of food items, then putting the FoodNinja solution on steroids is not the right thing for your online sales. Please consider investing in a food portal with top choices, quick search, promo items, most popular, ratings, reviews and similar features.

Can I Use PayPal?

Some of the payment instruments are popular and work ok for standard online shop activity, but do not help selling when you need stimulating and easy reordering capabilities, like for a food ordering system. This means we can only work effectively with those that:

  • can provide an integration API (conversion drops avg. 30% when you take people out of the cart for payment);
  • support pre-auth process on card charges (because missing or rejecting orders may happen more often on a restaurant than in normal online shop activity and you don’t want chargebacks and refund claims);
  • have the ability of tokenization and fast one-click reordering by storing card data in a PCI compliant vault;
  • have very good commission charges for restaurants that may bring a true market benefit.

PayPal offers several merchant programs, but not all comply with the requirements above. 
What we discovered is that only “PayPal Payments Pro” and “PayPal Payflow Pro” can work as above but these two are not available in all countries: https://developer.paypal.com/docs/classic/howto_product_matrix/

Also, PayPal Payments Pro requires an ongoing flat fee and the commission are not particularly lower than with others: $30 per month, plus 2.9% + $0.30 per transaction. Payflow Pro ($99 setup, $25 per month, plus $.10 per transaction) is for use with your merchant account from another bank or processor. Transaction fees charged by your merchant account provider would still apply.

As you can see PayPal standard doesn’t work and the other solution from PayPal is too expensive and cumbersome.

Stripe is simpler, has better commissions and you get approved within hours… so why complicate with PayPal these days?

Still got questions? Mail to info@foodninja.com.au for answers

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