---
source: https://docs.restoman.mersich.net/en/guia/pedidos
language: en-US
updated: 2026-10-23
---

# Takeaway orders

> Each location's takeaway orders, newest first: where each one stands, what the customer ordered, how they paid, and the refund that didn't go through.

**Orders** lists a location's takeaway orders, newest first, and each one opens its detail. Open it from the [counter](https://docs.restoman.mersich.net/en/guia/mostrador.md) with **History**; **Open the counter** takes you back.

**Who can:** whoever works at the location sees them, and the accountant sees every location's. The customer's email is shown to the owner, the admins, the accountant, the manager and the cashier. Refunds are retried by the owner, the admins, the manager and anyone with a [custom role](https://docs.restoman.mersich.net/en/guia/roles.md) that has "Cash register: Refund". At an archived location, orders show as they were, with no changes.

## The list

Each row shows the number and the customer's name, when they pick up ("As soon as possible · ordered 21:31" or "Scheduled · 22:30"), the total and where it stands:

- **Scheduled**: paid, for a later pickup; the ticket prints ahead of the time.
- **In the kitchen**: paid; **In the kitchen · not printed** while its ticket hasn't printed.
- **Ready** and **Picked up**.
- **Canceled**, with its refund: **refund in progress**, **refunded** or **refund failed**.
- **Awaiting payment**, and **Unpaid · expired** or **Unpaid · canceled by the customer** for orders that were never paid.
- **Previous system**: an order brought over from the system you used before. You can see it, not change it.

To search, pick the **Day** (it runs from 6 in the morning to 6 in the morning, like a shift past midnight) or the **Status**, and select **Filter**. **All** shows the paid ones; the unpaid ones are under **Awaiting payment**, **Expired** and **Unpaid**. **Show more** brings the earlier ones.

## An order's detail

Select an order's number or name:

- **Items**: each dish with its options and note, the subtotal, the tip and the total.
- **History**: everything that happened, with its time and who did it: "Joaquín placed the order", "Mercado Pago approved the payment", "The ticket printed".
- **Status**: where the order stands, in tags.
- **Payment**: the method, when it was approved and for how much, each refund and the customer's email.

**Back to orders** takes you to the list.

## A refund that didn't go through

If Mercado Pago didn't make a refund, **Status** says "The refund didn't go through".

1. Select **Retry the refund**. We ask Mercado Pago again right away.
2. If it fails again, give the money back from your Mercado Pago account. Whatever is refunded from there shows on the order as "from Mercado Pago".

A failed refund is usually a lack of balance in the business's Mercado Pago account, or an account that is no longer connected.

## What each message means

| Message                                                                                          | What happened and what to do                                                   |
| ------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------ |
| That refund no longer shows as failed. Reload the page to see where it stands.                   | Someone retried it, or Mercado Pago finished it, while you had the order open. |
| That refund has been retried too many times: give the money back from your Mercado Pago account. | Restoman stops asking for it. Give the money back from Mercado Pago.           |
| Another refund for that payment is already in progress.                                          | A refund is already being made for that payment. Wait for it to finish.        |
| This order comes from the previous system: it can't be changed.                                  | Orders from the previous system can only be viewed.                            |