Customers

How does a customer place an order?

Customers can search for your venue, browse your menu and place their order through the Hey You app or heyyou.com.au. Alternatively, your venue will show up as a "Place near you" when customers are in your area. We also feature venues at certain times in our carousels.

How does venue loyalty work?

  1. Customers automatically earn a stamp/reward upon accepted order of drinks that are included in your loyalty programme. For example, buy 9 coffees, get the 10th free.

  2. If you have loyalty set up, we automatically keep track of loyalty within the app and award free items when the customer has reached their free item.

  3. All loyalty items that have been awarded in a week are included in your weekly invoice.

  4. If you want to set up a loyalty offer at your venue, please contact our support team from "Support" → "Contact Support"

What do I do if a customer tells me my venue is offline?

Ensure your order terminal is swithced on and connected to the internet. You will see a notification at the bottom of the orders screen if your device is not connected to the internet. If this doesn't solve the problem, try restarting the device. If your venue is still displayed as offline in the Hey You app, please contact our support team from "Support" → "Contact Support"

How does a customer redeem the $10 off promo code?

  1. In the Hey You app, tap the “ ☰ ” icon at the bottom of the homepage

  2. Tap "Redeem code" from the menu

  3. Enter the code into the field and tap "OK"

Note: The $10 promo code is for new Hey You customers only. Existing customers will not be able to redeem it.

Can customers quickly order again based on a pervious order?

Yes! Customers can quickly order their favourites by following these steps:

  1. In the Hey You app, tap the " heart " icon at the bottom of the homepage

  2. Within the "Orders" tab of the "Favourites" page you will see a list of the most ordered products, calculated from your purchase history for the past 28 days. So, it will adjust the more you order

  3. Alternatively, customers can tap the " heart " icon on any venue's menu to add them to their "Favourite Places" tab

Note: Customers cannot edit their Favourites, however they can modify their order on the checkout screen by tapping on the products. Favourite Orders will automatically reset if customers do not order within 28 days.

What is the 2% Customer Charge?

We charge a 2% Service Fee to all orders paid using the "Pay-As-You- Go" Payment Method, to help us run our platform and provide related services. Customers can avoid the fee using the "Manual Top-Up" or "Auto Top-Up" Payment Method. To do this, customers need to follow these steps:

  1. In the Hey You app, tap the “ ☰ ” icon at the bottom of the homepage

  2. Tap "Payment" from the menu

  3. Add any Payment Source (Debit/Credit Card or PayPal)

  4. Select "Manual Top-Up", then input the amount you would like to add to your account

  5. Alternatively, you can select "Auto Top-Up", then select a plan that best suits you

Note: There is a minimum Manual Top-Up amount of $30.

What do I do if the customer doesn't show up?

After a reasonable time, please disregard the order. You will still be paid regardless.

How do I refund a customer?

Please refund the customer over the counter, you will still be paid by Hey You.

How can I update my loyalty threshold?

Please contact our support team from "Support" → "Contact Support"


Orders

How will I know if I have received an order?

Ensure your Order Terminal is switched on and connected to the internet. You will see a flashing message at the bottom of the orders screen if your Order Terminal is not connected to the internet. Ensure the device volume is up high enough for you to hear. You can adjust the volume from the "Settings" page in the menu. When an order is received you will hear a loud ding from the device and the order will be displayed on the "Orders" page.

How do I accept an order?

Tap the "Accept" button on the "Orders" page. A message will be sent to the customer informing them that you have accepted their order.

What if I need to reject an order?

You can tap the "Reject" button to reject an order. You will be given a choice of reject reasons which you can select. This reason will be sent to the customer to explain why you had to reject their order.

You can pre-set your reject reasons from "Settings" → "Customise reject reasons". From here you can add or remove your own custom reject reasons that will then be available for you to select when you Reject an order in future.

How do I tell the customer how long the order will take?

At the top of the "Orders" page is the Ready Time Slider. You can select what your venue's current wait time is. If you have this set to "Ready in 5 mins", when you accept an order the customer will be told that their order will be ready in 5 minutes.

You should adjust this before accepting an order to ensure that the customer is given an accurate wait time.

You can turn this feature on or off from "Settings" → "Send wait time". If this is off, the customer will not be told the expected wait time when their order is accepted. We therefore recommend that this feature is kept on.

How do I tell the customer that the order is ready?

After an order is accepted, a "Ready" button appears next to the order. Press this button to send a message to the customer informing them that their order is now ready for pickup.

You can turn this feature on or off from "Settings" → "Show ready button". If this feature is off, the customer will not be told when the order is ready.

How do I adjust the volume of the order alert sound?

  1. In your Order Terminal, tap the “ ☰ ” icon at the top of the screen

  2. Tap "Settings" from the menu

  3. Find the "Sounds and Alerts" section, then select either "Low", "Medium" or "High" volume.

What happens if I don't accept an order in 3 minutes?

All orders time out after 3 minutes. Customer will receive an "Order has Timed Out" notification.

How can I see all of my Hey You orders?

  1. In your Order Terminal, tap the “ ☰ ” icon at the top of the screen

  2. Tap "Reports" from the menu

  3. Alternatively, your Weekly Invoice contains a summary of your orders received through Hey You.

I don't hear any sounds when an order comes through.

Check that the volume is loud enough in the "Sounds and Alerts" section in "Settings".

Why do I keep receiving offline messages?

This is because your venue is displayed as offline in our Hey You app and website. To resolve this, ensure your Order Terminal is switched on and connected to the internet. You will see a notification at the bottom of the orders screen if your device is not connected to the internet. If this doesn't solve the problem, try restarting the device. If you are still showing as offline in the Hey You app, please contact our support team from "Support" → "Contact Support"


Payment and Admin

What are the fees charged by Hey You?

The most recent fee structure can be found in the Merchant Terms and Conditions.

How and when do I get paid?

You will be paid weekly. Payment is submitted on a Monday with funds clearing shortly afterwards depending on bank processing times. You will receive a Weekly Invoice every Monday with more details.


Printing

How do I print orders?

If you are using the 4G Order Terminal with build in thermal printer, orders will print automatically when they are accepted. For this to happen, check the following:

  1. Printer paper must be loaded in the device correctly (see "How do I replace printer paper on the order terminal?")

  2. In "Settings" → "Printer Settings", ensure "Enable printer" is toggled to the on position.

  3. You can check that the printer is working correctly by selecting "Test Print" in ""Settings" → "Printer Settings"

  4. You can also re-print past orders by selecting the "Print" button on orders that have already been accepted.

How do I replace printer paper on the order terminal?

  1. Open the paper contain with the uncovering handle. Please do not force open the paper cointainer to avoid print head gear wear

  2. Feed the paper correctly into the paper container in the direction where the end of the roll is facing upwards, and pull some paper outside the cutter

  3. Close the cover of the paper container to finish printing paper feeding

Note: If the printed paper is black, please check whether the paper roll has been installed in the correct direction.

What printer paper do I need to buy?

57mm wide x 40mm diameter thermal printing paper.

How do I turn the printer off?

  1. In your Order Terminal, tap the “ ☰ ” icon at the top of the screen

  2. Tap "Settings" from the menu, then Tap "Printer Settings"

  3. Toggle "Enable Printer" to the "Off" position

How can I test that the printer is working?

  1. In your Order Terminal, tap the “ ☰ ” icon at the top of the screen

  2. Tap "Settings" from the menu, then Tap "Printer Settings"

  3. You can check that the printer is working correctly by selecting "Test Print"


Venue Details

How can I change my opening hours?

  1. In your Order Terminal, tap the “ ☰ ” icon at the top of the screen

  2. Tap "Support" from the menu, then Tap "Contact Support"

  3. Put through a request to update your opening hours and a member of our Support team will get back to you shortly

How do I change the owner of my business on Hey You?

The current owner of the business will need to complete this form. Completing this form will send a form to the new nominated owner to take over. Our Account Management team will be in touch once both forms have been completed by both new and old owner.

How do I update my menu?

  1. In your Order Terminal, tap the “ ☰ ” icon at the top of the screen

  2. Tap "Support" from the menu, then Tap "Menu Request"

  3. Fill out the form and tap "Submit Form"

How do I add photos to my menu?

  1. In your Order Terminal, tap the “ ☰ ” icon at the top of the screen

  2. Tap "Support" from the menu, then Tap "Contact Support"

  3. Alternatively, you can send an email to support@heyyou.com.au and attach your files

I am closing early today, what should I do to let my customers know I am unavailable?

If you close the app or switch off your Order Terminal, you will appear as Offline and customers will not be able to order.

You should only do this in unusual circumstances. If you are closing early regularly you should update your opening hours by contacting our Support team.

How do I update my email address & contact number?

  1. In your Order Terminal, tap the “ ☰ ” icon at the top of the screen

  2. Tap "Support" from the menu, then Tap "Contact Support"

Can my menu prices be higher in the app?

No. As the customer visits the venue to pickup their food, our policy is to align Hey You pricing with take away pricing from your venue. You must ensure menu pricing on Hey You is the same as your take away menu pricing.

Can I put just part of my menu on Hey You?

No. It's not a great experience for customers to order through Hey You, go to the venue to pick up and then realise there were other options that they could have ordered (that may have been more appealing to them). For this reason, please ensure that your entire menu is included on Hey You with accurate pricing.

Note: Please remember to request an update to your Hey You menu through Support whenever you change your takeaway menu in-store.

What if I want to run a discount or promotion?

Contact your Account Manager or our Support team to request this.

 

Can't find what you're looking for?

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