Merchant app training guide
This guide walks you through everything you need to know to run your restaurant on the Bolt Merchant app — from accepting your first order to handling multiple locations from a single device.
The main page
The main page is where you manage your day-to-day operations
Restaurant name at the top of the screen
Menu — view items and mark them available or unavailable
Order history — view the last 30 days of orders
Settings — change language and check for app updates
Help — contact the Support team
Go online / Go offline button — control whether your restaurant is accepting orders
Active orders sidebar — the live list of orders you're working on
Configure your Sunmi printer
To print orders, enable printer support in the app settings and select the Sunmi InnerPrinter. Once configured, you'll be able to print orders directly from the order view.
Accepting an order
When a new order arrives, the app plays a distinctive sound. Tap the screen to open the order and review the details before accepting.
Multiple restaurants at the same address
If you operate more than one restaurant from the same address, contact [email protected] to set up a group account so all orders come to the same device.
The order interface
The order screen shows everything you need to prepare and hand off an order. Tapping Accept notifies the customer that their order is being prepared and triggers a courier to be sourced.
Active orders sidebar
Order preparation time with a green countdown ring
Order number and customer details
Courier details — shows "Not assigned" until a courier is allocated
Print button (if a printer is configured)
Order details, discounts and total price
Estimated courier arrival time
Accept order button
Other button — change the cooking time or reject the order
Using the 'Other' button
Always check the cooking time before accepting an order. If the default time is too short, tap Other and pick a new preparation time before you accept.
Select a different preparation time before accepting
Accept the order once the time is right
Contact the customer via the Help button (only available for live orders)
Reject the order and choose a reason — Too many orders, Device issue, Closed, or Out of stock items
Important
Once you accept an order, you can no longer change the cooking time or cancel it. If something goes wrong after accepting, contact the Support team immediately.
When the order is ready
A courier is assigned automatically and their details appear on the order screen. As soon as the food is ready, tap Ready for pickup — don't wait for the countdown to run out.
Managing multiple active orders
All active orders appear in the left sidebar. Tap any order to open its detailed view, and use the countdown wheel on the right to keep track of remaining cooking time.
Order types
Bolt Food handles three main order types. Each is clearly marked on the order screen so you know how to handle payment and delivery.
Regular Bolt orders — paid through the app and delivered by a courier. Never accept money from the courier for these orders.
Pick-up orders — marked with a person icon; the customer collects the order themselves.
Cash orders — marked with a yellow banner and money icon; remember to collect and acknowledge payment.
Dish notes
Watch out for dish notes from customers — they appear as yellow banners on the order screen and often contain special requests or allergy information.
Pausing new orders
If you need to stop taking orders temporarily, open the main menu using the three-line icon in the top left and tap Go offline. A red bar will appear at the top of the screen confirming you're offline. Tap Go online to resume.
Busy mode
When you have too many orders but still want to stay open, use Busy mode. Tap your current status and choose a duration — 15, 30 or 45 minutes. Your cooking time is extended automatically, customers are notified, and you'll be brought back online when the time is up.
Scheduled orders
Customers can schedule orders in advance — even outside your regular working hours. You can accept or reject a scheduled order, but you cannot delay it once it's confirmed.
Same-day orders show the exact time with "Today" underneath
Next-day orders show the time with "Tomorrow" underneath
Future orders show the exact time and date (e.g. 24 Mar)
When it's time to start preparing a scheduled order, a purple "1" notification appears — tap Start preparation to begin.
When dishes or ingredients aren't available
Before accepting any order, make sure you have everything needed to prepare it. If something is out of stock, update your menu right away so customers don't order it.
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Sold out today — the item becomes available again automatically at 4:00 a.m.
Sold out indefinitely — the item stays hidden until you mark it Available
Hidden — invisible to customers. Items sold out for more than 14 days are hidden automatically
If you realise mid-order
If you accept an order and only then discover a missing ingredient, contact the customer immediately to explain and offer a replacement.
Viewing your order history
To review past orders and sales, open the three-line menu in the top left corner and select Order history. You'll see the order status, order number, customer and courier details, total sales, and payment type — with cash payments highlighted in yellow.
Managing multiple restaurants in one app
If you run multiple restaurants from the same premises, you can operate all of them from a single Bolt Food device. Each restaurant is shown by name and a unique icon so orders are easy to tell apart.
You won't receive reminders about out-of-stock items
If working hours differ between restaurants, they aren't shown in the app
When contacting Support, always specify which restaurant needs help
Viewing menus and history per restaurant
Under Menu and Order history, each restaurant is listed with its name and icon. Tap a restaurant to view or edit its menu, or to see its order history separately.
Identifying ongoing orders
Active orders show the restaurant icon and name at the top of the order, so you can immediately see which kitchen an order belongs to.
Dine-in
Bolt Food's dine-in feature lets customers scan a QR code at the table to view your menu, order, pay and leave a tip — all from their phone.
Reduce wait times and turn tables faster
Improve the dining experience with digital menus that include images, descriptions and customisation options
Lower labour costs by automating orders and payments
Cut menu management costs with a fully digital menu
Collect more reviews to improve service and attract new customers
Encourage repeat visits through integrated loyalty programs
If you'd like to enable dine-in at your restaurant, reach out to your account manager.
How to contact a customer
If you need to reach a customer about an active order, open the order, tap Help at the bottom of the screen, and choose Contact a customer. Their name and phone number will appear.
Contacting Bolt Food Support
You can reach Support through a callback request (best for urgent issues) or via chat for any query. Please describe the issue when possible, and remember: only one open support case is allowed per order — contacting Support again about the same order redirects you to the existing chat.
From an active order (urgent issues)
Open the order, tap Help, then choose Request callback or Start chat.
From order history (past orders)
Open the main menu, tap Order history, select the order you need help with, then tap Help and choose Request callback or Start chat.
From the Help section (general queries)
Open the main menu, tap Help, then choose Request callback or open one of your existing chats.
Adjusting your restaurant information
You shouldn't need to log in often. If you forget your username or password, contact your manager or supervisor.
Changes that require Support
Contact the Support team for changes to ownership, address, contact numbers, personal details, or banking information.
Changes you can make yourself
Anything else can be updated directly through your Bolt Food Partner Portal.
Your Bolt Food Partner Portal
Your Partner Portal is linked to the email address you signed up with. Log in using that email as your username, and use the Request new password link if needed.
Edit your menu or create a new one
Check your sales, orders and ratings overview
Download item and order CSV reports
View detailed order history
Adjust menu item availability
Update your working hours
If you need access or additional user permissions, contact the Support team.
Working with couriers
Here are the most common situations you'll face when handing orders over to couriers, and how to handle them.
Once an order is accepted, the customer can't cancel it. If you accept an order by mistake and can't complete it, contact the Support team before we cancel it on your behalf.
If the order is ready but the courier hasn't arrived, use the contact details shown in the order to reach them. If you can't get through, contact the Support team as soon as possible.
Contact the Support team — we can dispatch additional couriers to help. If a courier arrives without a bag, ask them to come back with one. Never hand over an order without a proper delivery bag.
Sunmi device troubleshooting
If your tablet isn't working, let your supervisor know so they can contact the Support team at [email protected].
Charging issues
Always use the adapter provided during onboarding. If the tablet still won't charge with the correct adapter, let your supervisor contact Support.
App issues
Check the Play Store or App Store for the latest version of the Bolt Restaurant app. To restart the tablet, press and hold the power button, tap Restart, then reopen the app.
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