Order protection, no-shows and blocking guests

Guests order takeaway and online without signing up, so AirQR uses a few simple rules to stop prank orders, no-shows and "order then cancel" without getting in the way of real guests. Owners and managers set the rules per outlet in Settings → Order protection. Dine-in orders at a table aren't affected, because they need the secret QR code on the table.

What protection is always on?

Before any settings, every takeaway and online order already:

• needs a real-looking phone number. Obvious fakes are refused politely: too short, one digit repeated (9999999999) or keyboard runs (1234567890). The same number is recognised however it's typed (98450 12345, +91-98450-12345, 098450 12345);
• is rate-limited, so scripts and bursts of orders are slowed down;
• can be cancelled by the guest on their phone only until you accept it or confirm payment, and only if nothing is paid. After that the page says to call the restaurant.

Order protection works with QR ordering and online ordering, which are in every plan.

How do I set the order protection rules?

1. Go to Avatar menu → Settings and open the Order protection card (or go straight to Settings → Order protection).
2. Set the rules below.
3. Press Save changes. Reset to recommended puts back the defaults.

Open orders (how many unpaid takeaway or online orders one guest can have waiting at once):

• Per phone number (default 2). A guest who hits it sees "You already have 2 orders waiting — collect or pay for them first, or call us." 0 = no limit.
• Per phone / browser (default 3). Stops one person ordering again and again with different numbers from the same phone. 0 = no limit.

Pay first (these orders are held until they're paid):

• First-time guests pay first (default off). A phone number that has never completed an order here pays first. After one collected order, they can pay on collection.
• Big orders pay first — above (default off). Orders above this amount pay first. Guests see "Pay first for orders over ₹1,500." Many restaurants use ₹1,500–₹2,000.
• No-shows before pay-first (default 2). After this many orders marked Not collected, that number (and browser) pays first. 3 self-cancellations in 30 days count the same. 0 = no-shows and cancellations are only recorded.

What does "pay first" mean for the guest and for staff?

The guest is told before placing the order, with one neutral line: "Please pay to confirm this order." It never says why (no-shows, first order, a block), because anyone can type any phone number. Only big orders are named: "Pay first for orders over ₹1,500." You still see the reason on the board as risk badges.

• QR takeaway: the order waits on the Takeaway & delivery board marked pay first and is not sent to the kitchen. Take the money, check any UPI credit in your UPI app, then press Confirm payment & send to kitchen. For a known regular, a manager may use Regular? Send without payment — collect on pickup.
• Online orders with a UPI ID set up: the guest can only choose to pay by UPI, and pay on delivery is hidden. The card shows Pay first · UPI (check payment). Check the UPI credit, then press UPI received · Accept.
• Online orders without a UPI ID: the guest is told the restaurant will call to confirm before cooking. Call them before accepting.

If QR takeaway is already pay-first for everyone in Settings → Takeaway, these rules mostly matter for online orders.

A held order that nobody pays is cancelled on its own after the outlet's Cancel unpaid orders after time (default 15 minutes; set it in Settings → Takeaway for counter orders and in online ordering settings for UPI orders). It is never cancelled once there's a payment, an "I've paid" from the guest, or you've accepted it. These automatic cancellations don't count against the guest: only their own cancellations and no-shows lead to pay first.

How do I mark a no-show?

When a ready order hasn't been collected by closing time (or 30–60 minutes after the promised time and you've called the guest):

1. On the Takeaway & delivery board, tap Not collected (no-show) at the bottom of the card (for deliveries: Couldn't deliver (no-show)).
2. Pick a reason: Didn't come to collect, Not answering the phone or Refused the order (for deliveries, Guest not at the address instead of the first).

The order is cancelled and taken off the order-ready screen. Stock isn't put back because the food was made, and the guest gets a no-show on their profile. Owners, managers and cashiers can mark no-shows.

• Paid but not collected? Don't mark it a no-show (AirQR won't let you). Keep it aside and call the guest.
• Not made yet? Cancel the order with a reason instead.

How do I block a guest or clear their no-shows?

Cards on the board show risk badges so the counter can call before cooking: New guest, 1 no-show or 2 no-shows, 2 cancelled, Blocked (pay first) or Blocked. Tap the badge to open the guest.

On the guest's profile (Growth → Guests), in the Takeaway & online ordering box:

• Pay first only: every takeaway and online order from this number must be paid first.
• Block ordering: this number can't order takeaway or online; they're asked to order at the counter.
• Add a Reason (for example "3 fake orders in a week").
• Unblock or Clear no-shows if it was a mistake.

A block also follows the browsers that number ordered from. Dine-in at a table isn't affected. Every change is recorded in the audit log. Owners, managers and hosts can block and unblock. Guest profiles are part of Guests, included in the Growth plan and above and in the free trial.

Troubleshooting order protection

• A regular says "You already have 2 orders waiting". They have unpaid open orders. Ask them to collect or pay for those, or place the extra order for them on the POS.
• A guest says they're blocked but did nothing wrong. Someone may have used their number. Open the guest and Unblock or Clear no-shows.
• Every new guest has to pay first. First-time guests pay first is on. Turn it off if that's not what you want.
• Online orders don't offer pay on delivery. The order triggered a pay-first rule, so only UPI is offered.
• Someone with many phones still places fake orders. Turn on First-time guests pay first or Big orders pay first so nothing is cooked until money arrives.
• "This order is paid — keep it aside for the guest, or hand it over." Paid orders can't be marked no-shows.