FAQs - DISH Order

DISH Order

I forgot my password, how can I log in to DISH Order?

Click "Forget your password" and follow the instructions in the email we'll send you to reset your password.

I can' t access the Admin Panel, what can I do?

You'll need to reset your password, either by clicking "Forget your password", speaking with your sales agent, or our customer support for your country.

DISH Order subscription

How can I change my credit card information?

Go to "Manage the payment information" section in your DISH account, or contact customer support in your country.

How can I change my billing information?

Go to "Manage the payment information" section in your DISH account or contact customer support in your country.

Where can I see the invoice and accounting positions of my purchased DISH products?

Invoices are available to view on dish.co. If you need further help, please contact customer support in your country.

What if I miss a payment because my selected payment method is blocked or expired?

You should receive a reminder email from us with instructions on how to add new payment details. Please check your email spam folder as it could be sitting in there. If you haven't received this email, please contact customer support.

How can I change details on an issued invoice?

Please contact customer support to discuss changing the details on issued invoices.

What can I do if I was charged the wrong amount? 

Please contact customer support who will be able to help you.

What are the costs for me for DISH Order?

All our prices are listed on dish.co

What happens if I cancel an order that was paid for with online payment?

Your customer will automatically get their money back if you do not accept their order.

Can I get a refund if I am not satisfied with the service?

This is not possible but the service can be cancelled monthly. You can cancel your subscription by yourself on www.dish.co. If you need help you can also contact our customer support.

Can an account manager cancel my subscription for me?

A cancellation by an account manager depends on the type of contract concluded. You can cancel your subscription by yourself on dish.co. If you need help you can also contact our customer support.

Can I change or cancel my DISH Order purchase after I have placed it?

Please contact customer support to discuss cancelling or changing your order.

How can I cancel my DISH Order subscription? 

You can cancel your subscription by visiting dish.co or contacting customer support. The DISH Order Terminal remains the customer's

General DISH Order

How can I get in contact with the call center support?

You can cancel your subscription by visiting dish.co or contacting customer support.

How can I view my orders?

Orders can be viewed in the DISH Order app on the order terminal (Sunmi device) or in the Admin Panel of your DISH account. A tutorial showing you how to access new, cancelled, and completed orders is available in:

Are there templates for marketing campaigns?

Yes, we've designed an onboarding marketing kit for establishments to use. Please speak to your DISH Order sales contact to get a copy.

How do my customers know that I offer DISH Order?

Let your customers know through your website or DISH website, social media, flyers, email, or phone. Contact your DISH Order sales contact for more information.

How do I integrate DISH Order to my website?

Our HTML snippet makes it easy to integrate the "Order" button on your website or DISH Order website. If you've already completed your terminal setup, you can generate the snippet in the DISH Order app under "Settings" - "Connect Website". For further information, watch the tutorial: Tutorial - How to connect your webshop to your website. Alternatively, speak to customer support.

How do I upload my menu?

There are two ways to upload your menu: Option 1. In the self-activation process of DISH Order at dish.co choose between "Do it yourself: add your menu items later (explained in Option 2), "Insert a Link", or "Upload your picture as JPG/PNG or as a PDF". If you choose to upload a picture then customer support will create the menu for you. Option 2. If you already have access to the Admin Panel, go to the "Kitchen" section to create or edit your menu. For further help, please get in touch with customer support.

How to configure delivery conditions in multiple geographic areas / specific limits?

There are two options:

1. During onboarding in the Onboarding Wizard. For instructions see DISH Order - How to set up DISH Order.

2. In the Admin Panel - Restaurants - Locations- edit restaurant. For instructions, see DISH Order - Restaurant: Locations.

How to configure the meal times when the dish is only available for breakfast or for lunch or for dinner?

You can define your meal times via DISH Order - Kitchen: Mealtimes.

You can define meal times for each dish via DISH Order - Kitchen: Menu times.

How do I manage my DISH Order tools (Admin Panel, Terminal device, Webshop) on my own?

Watch our self-support videos to learn how to use your DISH Order tools.

How can I access to my customer data?

Visit the Admin Panel in the order overview or on the DISH Order app on your order terminal (Sunmi device) to see the customer information.

How do I embed photos in categories, menu items etc. and what dimensions of photos have to be taken into account?

Photos up to 5MB can be embedded for each meal and category. These two videos show you how: DISH Order - Kitchen: Menu Items

and DISH Order - Kitchen: Category.

Is it possible to customize the design of the DISH Order webshop?

You can customise pictures of categories, meals, and the logo in the Admin Panel of your DISH account. Colours, the checkout area, and buttons can not be customized.

Which image sizes do I have to consider for the logo, categories and menu items?

Restaurant logo: 80px x 80px

Header image 640x240px

Category: 640px x 126px

Menu item: 120px x 120px

Are there premium features?

There are no premium features, as your subscription gives you access to all DISH Order features.

Where can I get food packaging material for my pick-up and delivery service?

Please get in touch with your METRO contact or sales agent.

What is DISH Order?

DISH Order is a full-service solution for expanding your restaurant's customer base, increasing turnover, and improving the profit margin on online orders. You keep hold of your customer's information, which you can use to send targeted campaigns and discounts or invitations to follow your restaurant's social media channels. With DISH Order you can focus on managing your establishment while more and more loyal guests order online.

Can I use the DISH Order app from my smartphone or tablet?

The app is only accessible using the DISH Order terminal (Sunmi device). The Admin Panel can be accessed from any device with an internet browser (computer, phone, laptop, etc.)

In which countries is DISH Order available?

View the up-to-date list on our customer support page.

How can I join DISH Order with my restaurant?

Visit dish.co, choose the bundle you want, and follow the instructions in How to set up DISH Order (Onboarding Wizard). Alternatively, contact your sales agent or customer support for your country.

What data do you need to register my restaurant?

We only need basic information about your restaurant, signed terms and conditions, and possibly a copy of your menu.

Oder Terminal

How do I connect the order terminal device to the Wi-Fi?

Activate Wi-Fi in the terminal device settings. When you see the Wi-Fi network you want to connect to, enter the Wi-Fi's access code, and click connect. For further help, please contact customer support for your country.

How do I set up the order terminal?

Before posting it to you, we'll set up the order terminal using the information you provided to our call centre. When you receive the order terminal, follow the instructions in the leaflet and on the DISH Order app on your terminal device. If you need further help, please contact customer support of your country.

How can I change the language of the DISH Order app on the terminal device?

The language the app displays always matches your device's language. There are two options to change the language for your app:

1. Go settings for your DISH Order app and click on "Language".

2. In the settings of your terminal device. Our support video explains how to do this: DISH Order - Terminal: How to adjust settings.

Do I need to perform a continuous software update for the order terminal?

Updates are carried out automatically as long as the order terminal is connected to Wi-Fi.

How to adjust the terminal volume and ringtone?

Volume keys are on the left side of the terminal device. Go to settings in the DISH Order app to activate and change the notification time. The ringtone can't be changed.

I can't print the order, what should I do?

Check there is enough paper in the order terminal. Refer to the terminal's manual for instructions on changing the paper roll.

How get the customer new receipt rolls?

Information on which receipt rolls to use is supplied with your order device. Our device supports 58mm thermal paper with the specifications of 57±0.5mm*Ø50mm. Receipt rolls can be purchased online.

Is it possible to confirm an order by adding a note to change the pickup time?

The estimated time for pick-up or delivery can be selected when confirming the order on the order terminal.

I got the error message “Establishment not found”. What should I do?

Please contact customer support who will be able to help you.

I don't have a Wi-Fi network, is there another way to connect the terminal to the internet?

You can insert a SIM card into the order terminal to connect it to the internet.

My customer oders

Can my customers change an order after it was placed?

Customers can't change an order after it's been placed. They need to contact you to request any changes.

Can my customer cancel the placed order?

Customers can't cancel orders themselves. They need to contact you to see if it's possible to cancel the order.

Can my customers choose order delivery?

Your customers can choose to pick up their order or have it delivered - if you offer this service. Delivery costs will be shown to your customers.

How can customers order from my restaurant?

Add DISH Order to your website or DISH Website (see our tutorial: How to connect your webshop to your website). When a customer clicks on the order button, your online store opens, and your customers can order online.

How can my customers pay for orders?

You, as a restaurant, set what payment methods your customers can use. We make these payments visible to your customers.

How can my customers get special deals?

Display special deals on your website or DISH website. Additionally, send special deals by email to people who have subscribed to receive your newsletter.

Payment

What payment methods are available for my customers?

If a customer pays for his order with online payment, will he be charged before or after the owner has confirmed the order?

Payment is only authorized once the order has been confirmed.

Can I connect my current payment provider of the restaurant?

DISH Order has an integrated payment solution, so it's not necessary to connect your own.

DISH Online Payments - What are the advantages of the DISH Online Payments service ?

DISH Online Payments enables multiple online payment options through the DISH Order Admin Panel and can be activated immediately after onboarding is complete. Country-specific payment options can also be enabled through DISH Online Payments, e.g. IDeal, PL-P24/BLIK in the Netherlands.

DISH Online Payments - What happens after the onboarding flow?

Payment method can be selected immediately after the onboarding.

DISH Online Payments - Does the restaurant owner get a recap of the commission or an invoice?

Yes, this is detailed on the monthly invoice.

DISH Online Payments - What payment options are available with DISH Online Payments service?

Currently, online payment can be made using a credit card, PayPal, P24, BLIK, and iDeal. However, payment options depend on your country. For more information, see our FAQ: What payment methods are available for my customers?

DISH Online Payments - Is the 1.89% fee the same in every country?

Yes, it's the same for every country where DISH Online Payments is available.

DISH Online Payments - When can the restaurant owner withdraw the money and how?

Money is by default automatically transferred weekly to the bank account specified during the onboarding process. In case this needs to be changed to either daily, weekly or monthly, please refer to the following link for the process of updating the payment interval.’

DISH Online Payments - Are there any other settings the restaurant owner can make?

You can update your information by reopening the DISH Online Payments onboarding process in the Admin Panel.

DISH Online Payments - How exactly can the IBAN for receiving the amount of the weekly payout of received online payments, be changed after the onboarding process has been completed?

Open the Admin Panel - Restaurant - Location - Payments; the "start onboarding" button will change to "Change Payment Details". Click this button to update your information.

DISH Online Payments - Where can the restaurant owner see an overview/statement of the received online payments?

Go to Admin Panel - Sales - Orders to see an overview of all orders. You can filter to see online payments only and download this as a CSV file.

DISH Online Payments - Is the DISH Order account active immediately?

Your account can accept money once the onboarding process is complete. Payment methods can be activated immediately.

DISH Online Payments - How does the restaurant owner set up DISH Order online payment?

After completing the onboarding process, you have to activate the checkmark next to your preferred payment methods. To do this go to the Admin Panel - Restaurant- Location - edit location - Payment.

Orderdirect

What is orderdirect?

Orderdirect connects DISH Order with "Order with Google", Google's food ordering system. Your restaurant will appear on Google Search and Google Maps. Customers can browse your menu, see popular items, place an order, and more, all while staying on Google.

Where are DISH Order restaurants visible via orderdirect?

In a browser on Google Search and Google Maps. Or, on Google Maps on a mobile.

Why is orderdirect ranked higher than Lieferando?

Orderdirect is ranked higher on Google search because the number of cancelled or rejected orders on orderdiect is lower than on Lieferando, and the quality of the information is better on orderdirect.

Why is orderdirect only available in Germany?

This is set by Google. Currently, orderdirect is available in Germany, Australia, Brazil, India, the US, and soon the UK.

Why use orderdirect?

To make your restaurant visible to more people and get more orders. Instead of ordering through DISH Order, with orderdirect, your customers can make an order within the Google interface.

Is there any extra cost in using this channel?

There is no extra cost for using this channel.

When is orderdirect visible for the restaurant?

Orderdirect is set up during your DISH Order onboarding. orderdirect will automatically activate within 48 hours of completing your first order with the DISH Order app on your terminal device. If, after 5 days, the order button doesn't appear on your Order with Google entry, please get in touch with customer support.

Legal

Where can I find the T&Cs?

A copy of our T&Cs will be sent to you. These can be found on the restaurant page before the binding offer. You will receive two sets of T&Cs, one for the contractual relationship between the restaurant and METRO/HD, and the other for the contractual relationship between the restaurant and its customers.

How do you handle my personal data?

The privacy policy on dish.co details how we handle your personal information.

What do we use your data for?

Part of the information we collect helps us to monitor and fix issues with the website. Other information may be used to monitor the behaviour of visitors to our website.

Do you use cookies?

We use functional cookies to enable easy log in to our webshop and the collection of products in the shopping cart. We also use cookies that anonymously monitor the behaviour of visitors to our website. This enables us to make improvements to the website and provide the information you need. Read our cookie policy for more information on how we use cookies.

Which data will be saved?

The information you provided when registering your DISH order is saved. This includes name, address, email, phone number, restaurant name, opening hours, payment options, delivery data, and information about the menu.