1. Set the scope before building the menu
Start with the service your team can reliably deliver during a normal shift. Collection only may be a simpler first step than launching collection and delivery together. If you offer delivery, decide who fulfils it, which addresses you can serve and how you will handle an address outside that area. Confirm with NeroPay how your chosen arrangements can be supported.
NeroWeb provides direct online ordering and websites. With an eligible NeroPay card terminal, NeroWeb software can be included without an additional software subscription charge. Terminal costs, payment processing charges, eligibility and applicable terms still apply, as do applicable delivery costs. Confirm product availability, supported devices, commercial terms and pricing before committing to your setup.
- Write down your launch service: collection, delivery or both.
- Choose ordering hours that leave enough time for preparation and handover.
- Confirm your required ordering and payment arrangements with the team.
2. Make every menu choice easy to understand
Use a focused menu rather than copying every variation from your printed menu. Choose dishes that travel well and that the kitchen can prepare consistently alongside other orders. Give each item a useful name and description, and distinguish included sides from optional extras. Customers should not have to guess whether a main course includes rice, chips or a drink.
List the choices customers genuinely need to make, such as portion size or a side selection. Check how these can be presented in your proposed setup before relying on them. Keep ingredient and allergen information accurate, provide a clear way to ask questions and avoid treating a general order note as a substitute for a conversation about an allergy.
- Check item names, descriptions and prices against your current menu.
- Identify required choices and separately charged extras.
- Remove dishes or combinations your team cannot reliably fulfil.
3. Explain fulfilment, timing and charges
For collection, tell customers where to go and what information to give staff when they arrive. For delivery, explain the service area, any applicable delivery charge and any minimum order requirement you intend to use. Confirm how these details can be communicated through the available setup, rather than assuming a particular restriction is applied automatically.
Review the total from the customer’s perspective. Item prices, extras and applicable charges should be understandable before payment. Make timing language equally clear: an estimate is not the same as an agreed collection time. Set expectations your kitchen can meet, and decide what staff should say if preparation takes longer than expected.
- Write concise collection instructions or delivery guidance.
- Check that extras and applicable charges are clearly explained.
- Agree a realistic approach to preparation estimates during busy periods.
4. Rehearse the journey with a hypothetical order
Hypothetical example: a restaurant starts with collection orders for a short evening menu. A customer chooses two mains, selects a side for each and adds an extra dip. Before completing the order, they should be able to understand their selections, the full total and the collection arrangements. This is a planning example, not a description of a particular NeroWeb configuration.
Follow that order through the restaurant as well. Decide who checks for incoming orders, how details reach the kitchen and who handles collection. Confirm the available order notification and customer confirmation arrangements with NeroPay. A payment result and an order’s preparation status are different pieces of information; staff need to understand what each message means.
- Ask someone unfamiliar with the menu to walk through the proposed journey.
- Check that the order details are sufficient for kitchen preparation.
- Agree who contacts the customer if an item becomes unavailable.
5. Check common mistakes before launch
Small inconsistencies can create avoidable calls: an old price in a description, a collection instruction that mentions delivery, or opening hours that differ from ordering hours. Review the journey on the devices your customers are likely to use. Confirm supported devices and the appropriate test process with NeroPay before carrying out a payment test.
Give one person responsibility for the final review and another for checking the first live orders. Staff should know what to do if a customer reports a payment without a clear order confirmation, changes their collection plans or queries a charge. After launch, review early questions and simplify any wording that repeatedly causes confusion.
- Proofread menu details, hours, contact information and fulfilment instructions.
- Check the confirmation wording and the next action expected of the customer.
- Brief staff on unclear orders, delays and payment queries.
GOOD TO KNOW
Common questions
Should we launch with collection or delivery?
Choose the service you can manage consistently. Collection avoids organising delivery fulfilment, while delivery needs clear coverage, charges and responsibilities. Confirm how your preferred approach can be supported before launch.
Can we start with fewer dishes than our restaurant menu?
Yes, a smaller launch menu is a practical planning choice. Prioritise dishes that travel well, have clear options and fit your kitchen’s capacity.
Is NeroWeb included without a software subscription charge?
NeroWeb software can be included with an eligible NeroPay card terminal without an additional software subscription charge. Terminal costs, payment processing charges, eligibility, applicable terms and any applicable delivery costs still apply.
What should an order confirmation make clear?
Customers should understand what they ordered, the total, the fulfilment method and what happens next. Confirm the available confirmation arrangements with NeroPay, including how customers should raise a query.