Move an order to a different branch

The story

SituationA customer orders a whole Burnt Cheesecake for 3pm pick-up. An hour later they call: they meant the Mid Valley branch, not the one near their office.

ChallengeOr the branch they chose has sold out of that cake, while another branch nearby still has two on the shelf. Cancelling and refunding would lose the sale and annoy the customer.

MissionMove the order to the branch that can fulfil it, in a minute, without asking the customer to pay again.

Merchants may need to move an order to an alternate branch, primarily if the customer selected the wrong pick-up location or if a requested item is unavailable at the originally chosen branch and needs fulfilment from another location. This guide shows the checks to make first and the four steps in Web Admin.

Quick answer

Open the order from Orders > Current & Upcoming while it is still Pending acceptance. Scroll down, click Transfer branch, choose the Target branch, then click Confirm transfer branch.

Pre-requisites for moving an order

Before attempting to move an order to a different branch, merchants must fulfil two critical pre-requisites:

  1. Check order status:

    • The order status must be 'Pending Acceptance'. In the order list this shows as PENDING ACTION, and on the order page the Current order status reads Pending accept.

    • Action: If the order has already been accepted, do not attempt the transfer; kindly inform the online order support team to handle the necessary update or transfer from the backend system.

  2. Verify fulfilment capacity:

    • Double-check with the other branch (the destination branch) to ensure the team is aware of the potential order transfer and that they are able to fulfil the order.

    • Action: Kindly update the other branch after the changes have been successfully made in the system.

These steps ensure a smooth transfer and guarantee the order can be completed at the new location.

Note

When the Transfer branch button shows depends on the order type. On a delivery order it disappears as soon as the order is accepted. On a self pick-up order it stays until the order is completed. The rule above still applies to both: once an order is accepted, ask the support team instead.

To perform this action

  1. Tap on the order ID number. In Orders > Current & Upcoming (or History), the order number is the red link in the Order no. column.

  2. Scroll down and click the Transfer branch button. It sits at the bottom right of the Sales Order Details page, below the POS card.

  3. On the transfer screen, titled Transfer order to another branch, select a branch to transfer the order to from the Target branch dropdown menu (as shown in the image). It starts on Please select a branch and lists every other branch of your brand; the current branch is left out.

    Below the dropdown, Reset order status is ticked by default: "After transferring, the order status will be reset to "Pending acceptance"". Leave it ticked so the new branch sees the order as a new order to accept. It only affects self pick-up orders; a delivery order that can be transferred is still pending anyway.

  4. Tap on Confirm transfer branch. The button is greyed out until you choose a branch, and shows Processing while it saves. A success message confirms the change.

That is it. The order now sits in the new branch's list, ready for that team to accept.

What changes, and what does not

  • Changes: the Branch on the order. The order now shows under the new branch when you filter the order list by branch, and any daily item limits it used now count against the new branch.

  • Stays the same: the order number, the items, the amount paid, the delivery fee and the Fulfilment time slot. To move the time as well, see How to change the order date and time.

Caution

The customer is not sent a new confirmation when you transfer an order. Tell them the new pick-up address yourself, and check the new branch's opening hours cover the pick-up time.

Customer service tip

Send the customer the new branch name and address by WhatsApp straight after the transfer. The customer phone number on the order page opens a WhatsApp chat in one tap.

Important note: This functionality ensures customers receive their order even if initial conditions (like stock availability or location) change, improving service recovery. Only use this feature when the change is necessary for successful fulfilment.

If something goes wrong

  • There is no Transfer branch button: the order has moved past the point where it can be transferred (accepted for delivery, or completed for self pick-up). Contact the online order support team.

  • Confirm transfer branch stays greyed out: choose a branch in Target branch first.

  • The branch you need is not in the list: the list shows your brand's other branches only, never the order's current branch. Contact support if a branch is missing.

Mission accomplished: what you have achieved

  • The sale is saved. The customer keeps their order and payment; nothing is cancelled or refunded.
  • The right kitchen has it. The order sits with the branch that can actually fulfil it.
  • Both teams are in the loop. You checked capacity first and told the new branch once it was done.

Next time a customer picks the wrong branch, it is a one-minute fix.

Related

Last updated: 27 October 2026

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