Every order that comes through Resquash represents a customer who chose your business and is counting on you to follow through. Understanding the order lifecycle — and acting on each stage promptly — keeps customers happy, protects your reputation on the platform, and helps you get repeat business. This guide covers everything from receiving a new order to marking it complete.
Processing an Order
Receive the new order notification
When a customer places an order, you’ll receive an instant push notification on the Resquash merchant app and an email notification. Open the notification to review the order immediately — customers expect a prompt acknowledgment.
Review the order details
In the Orders dashboard (accessible at merchants.resquash.com or via the app), open the new order to see:
- Items or services ordered
- Quantity, pricing, and any customer notes or special requests
- Customer contact details
- Delivery address or pickup preference
- Requested date/time (for services or scheduled orders)
Accept or decline the order
After reviewing the details, tap Accept to confirm you can fulfill the order, or Decline if you’re unable to. If you decline, select a reason and optionally add a note to the customer explaining the situation. Declined orders are not charged to the customer.
Fulfill the order
Depending on your business type, fulfillment looks different:
- Retail/food (pickup) — prepare or package the order and mark it as Ready for Pickup when the customer can collect it
- Retail/food (delivery) — prepare the order, hand it off to the delivery driver or dispatch your own driver, and update the status to Out for Delivery
- Home services — travel to the customer’s location at the scheduled time and complete the service
Use the Notes field to communicate any updates or special instructions to the customer as you fulfill their order. Mark the order as complete
Once the customer has received their item or you’ve finished delivering the service, mark the order as Completed in the Orders dashboard. This triggers the payout process and prompts the customer to leave a review.
Order Statuses
Every order moves through a defined set of statuses. Understanding what each one means helps you manage your queue and keep customers informed.
| Status | What it means |
|---|
| New | The customer has placed the order and is waiting for your acceptance. |
| Accepted | You’ve confirmed the order and are preparing to fulfill it. |
| In Progress | You’re actively working on the order — preparing items, packaging food, or performing a service. |
| Ready / Out for Delivery | The order is ready for the customer to collect (pickup) or is on its way (delivery). |
| Completed | The order has been successfully fulfilled and received by the customer. |
| Cancelled | The order was cancelled — either by the customer before fulfillment or by you after declining. |
Delivery vs. Pickup Orders
Resquash supports two primary fulfillment modes. The order details screen clearly shows which one applies.
Pickup orders require you to have the item or service ready at your location by the requested time. Mark the order as Ready for Pickup and the customer will receive a notification to come collect it. Use the Notes field to share your exact address, parking tips, or any instructions for when they arrive.
Delivery orders require you (or a delivery driver you dispatch) to bring the order to the customer’s address. Update the order status to Out for Delivery when the order leaves your hands. If there’s a delay, use the Notes field to let the customer know — proactive communication prevents complaints and protects your rating.
Declining orders too frequently will negatively affect your placement in Resquash search results. The platform prioritizes merchants with high acceptance rates because consistent availability is a key signal of reliability. If you’re regularly unable to fulfill orders, consider marking affected items or services as unavailable to reduce incoming orders you can’t fulfill rather than accepting and then cancelling.
Use the Notes field on each order to stay in sync with the customer. A simple message like “Your order is being prepared and will be ready in about 20 minutes!” builds trust and reduces the number of “where is my order?” messages you receive. You can update the notes field at any point while the order is active.
