Service day runbook

Concept

The service day runbook is your live operating method for moving orders from new to collected with minimal friction.

In QueueJump, orders are grouped by collection timing and progressed through a clear status flow. This gives your team one shared operating language during peak periods.

Why it matters

A consistent runbook reduces missed handoffs and keeps customers informed.

• Order statuses stay accurate across the shift.
• Prep flow is clearer when everyone uses the same status sequence.
• QR collection is faster and less error-prone at handoff.
• Exceptions are handled early instead of becoming queue disruption.

Most service-day issues come from process drift, not tooling.

How to configure it

1. Open Dashboard -> Orders and select the active session.
2. Confirm ordering state:
   • Live when taking orders,
   • Paused only when you need a temporary intake stop.
3. Work orders through status flow in order:
   • New / Pre-order -> Start prep
   • Prepping -> Mark ready
   • Ready -> Collected at handoff
4. Use rollback only to correct mistakes (for example, collected back to ready).
5. Use Scan Order QR for faster collection at the counter.
6. If a scanned order is not ready, mark ready first or force collect only when handoff is confirmed.
7. Use order actions for exceptions:
   • Request customer action for delays or cannot-fulfil scenarios,
   • Issue refunds with a clear reason and internal note.
8. At close, review outstanding non-collected orders before finishing.

How to verify it worked

• Queue count moves down predictably across the session.
• No ready orders remain uncollected at end of service without a reason.
• QR scan flow lands staff back on the correct order/session context.
• Exception and refund actions are recorded with clear operator intent.
• Customers receive timely status signals based on your updates.

If queue pressure remains high, revisit Ordering windows and Sessions and order settings.

Common mistakes

• Delaying status updates until after handoff.
• Letting multiple operators update the same orders without ownership.
• Force collecting orders that are not physically fulfilled.
• Pausing ordering and forgetting to resume it.
• Refunding without documenting why.