Frequently Asked Questions

How do I receive customer orders?

You can receive your customers’ orders the following ways: email, fax, or through our FREE online order management platform (or a combination of those). For enterprise customers, we can also integrate with certain Point of Sale systems and even automatically send tickets straight to the kitchen.

Can I receive the orders in another language?

Absolutely. Our system allows you to set alternative names for your menu items which can be used for this purpose. We have many Merchants who have kitchen staff who do not read English and we’re happy to accommodate.

How do I know when I get an order?

Every time an order is received, you will receive an email and/or fax that outlines the details of your order. You can also use our online order management system which will ring when there are orders waiting for you.

Can I disable the email and fax notifications?

Yes, but we do not recommend it because that’s how orders get overlooked.

Do I need to sign a contract with NomNom?

In addition to being a commission free online ordering platform, we are happy to say that we are also CONTRACT FREE meaning you can use our services month to month in you so please. HOWEVER, we do offer a 10% discount for customers who do sign a contract and pay on a yearly basis.

Do my customers need to create a login in order to place an order?

No, NomNom is designed with easy guest checkout in mind. We also are adamant about protecting consumer privacy so we do not require logins. However, we do require diners to provide a valid phone number so that restaurants can reach them.

What information is shown on the order?

Order details includes 1) Items & Options 2) Quantities 3) Order Placed Timestamp 4) Order Type (pickup/delivery/curbside) 5) if applicable, Delivery Address 6) Payment Method (Cash/Card) 7) Customer Contact Information (name, phone number, and email)

Can I control when orders can be placed?

NomNom requires all Merchants to manually open and close their online stores. This is because the customer needs to know that the restaurant is actually open or not. Oftentimes when restaurants open and close their stores automatically based on business hours, problems arise when a restaurant is closed due to inclement weather, holidays, changes in business hours, and vacations (especially for family owned businesses).

Our Merchants must log into their order management platform and open and close their store manually in order to ensure the best customer experience.

Can customers place future orders?

Yes, customers can place future orders for up to 14 days in advance. All Merchants have the ability to change this or turn off future orders entirely. For future orders, the online order management platform will flag them appropriately to prevent mistakes.

What should I do if a customer wants to make changes on the order?

Unfortunately, due to the nature of the business, making changes to an online order where the payment has already been processed is very difficult. NomNom cannot issue partial refunds.

How do I cancel an order?

Orders can be cancelled and refunded from the order management platform. In the event that an order is cancelled, the customer will be notified via text message.

Please do not direct your customer to reach out to NomNom for order cancellations. Our support lines and specifically dedicated to support our Merchants and we cannot assist in cancelling an order for a customer.

I have a pickup order that hasn’t been picked up. What do I do?

Unless you have enabled COD (Cash on Delivery), pickup orders are typically already paid for. This means if a customer places a pickup order and does not come to pick up, so long as the Merchant has done their due diligence (make attempts to reach out to customer) the Merchant, at their own discretion, may keep the proceeds of the sale.

If for whatever reason, Merchant is unable to reach the customer, they can flag the order as a no-show to prevent that customer from ordering online again.

Any disputes with a NomNom Merchant should be settled with the Merchant. NomNom is a software vendor, not a mediator.

How do I prevent no-show or fake/fraudulent orders?

NomNom has a phone number verification system in place to make sure all phone numbers on the order is real.

Any phone numbers associated with no-show or fraudulent orders will be blocked by our system to prevent that customer from placing orders in the future. We can also block this person’s email address and delivery address as well to prevent them from circumventing the block.

The best way to prevent no-show or fake/fraudulent orders is to disable COD (Cash on Delivery) and collecting the full BILLING ADDRESS for the credit card used on the order. We can also limit delivery to the credit card billing address as well to further protect you against fake/fraudulent orders.

I accidentally marked an order as no-show. What do I do?

You can reverse that by simply unflagging the order.

Who is responsible for chargebacks?

Chargebacks are VERY rare on our system because we ensure we collect enough information from the customer to prevent them from filing false chargeback claims. However, NomNom is not responsible for any chargeback claims filed by customers.

However, we can assist with chargeback claims - especially false chargeback claims.

Can I get a report on my orders?

Yes, you can generate order summaries - daily, weekly, monthly, date range, etc using our online order management platform.

What should I do when customers ask for extra food or items in the special instructions section of the order sheet?

Any request for additional items or special preparation in the special instructions section that may incur additional charges cannot be calculated in the online order. Merchants are not obligated to fulfill such instructions just because a customer asks for it. That’s not how the world works.

We encourage our Merchants to reach out to the customer to agree on the extra cost and process the payment for that extra cost PRIOR to fulfilling the order.

In order to prevent such things, we encourage our Merchants to create add-ons to prevent special requests such as these (ie. Extra Bacon for $2.50) so customers have the option to add that option and pay for it on the NomNom platform instead of writing that in the special instructions. If you need help setting this up, speak to your Account Manager.