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Manual Accept mode helps you manage incoming orders, especially during busy times. This mode requires you to review and accept or reject each order before you prepare it.
 
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Why am I in Manual Accept mode\n
You are in Manual Accept mode because your store has had more cancellations, expiries, or rejections than our platform standards allow.
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What is Manual Accept mode\n
Manual Accept mode requires merchants to review and accept or reject each incoming order. You have 5 minutes to accept or reject an order.
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  • If there is no response after 2 minutes, a robocall will be made.
  • If there is no response after 3 minutes, a regular phone call will be made.
  • If there is no response 2 minutes after the regular phone call was made, the order will expire, and your store will be paused for the day.
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To avoid missing orders, ensure you have enabled push notifications and your phone volume is audible during operating hours.

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Benefits of Manual Accept mode\n

Manual Accept mode gives you more control and flexibility, especially during busy periods. Key benefits include:

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  • Deciding order by order whether you are ready to prepare food.
  • Easily pausing your store when you are busy or unavailable.
  • Reducing merchant-attributable cancellations and expired orders.
  • Improving reliability and providing a better customer experience.
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For new merchants, Manual Accept is also a starting mode to help build familiarity with Grab operations before moving to Auto Accept, which is the default on Grab.

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How does Manual Accept mode work\n

1. When an order comes in, you will be prompted to Accept or Reject it.

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2. You have up to 5 minutes to review the order details. Once accepted, you can begin preparing the order.

3. If you Reject an order, a pop-up will ask if you want to pause your store.
If you choose to pause, your store will be paused for the rest of the day. If there is no response after 5 minutes, the order will expire, and your store will be automatically paused for the day.
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Frequently Asked Questions
 
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How can I move to Auto Accept mode?\n

Merchants in Manual Accept mode are reviewed monthly, based on our internal policies. If eligible, you will receive an in-app notification seven days prior, before Auto Accept starts.

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How can I exit Manual Accept mode faster?\n

To improve your store's reliability and reduce cancellations, follow these tips:

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  • Enable push notifications and keep your phone volume on.
  • Accept or reject orders promptly.
  • Pause your store when busy or closed.
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Can I opt in or opt out of Manual Accept mode?\n

Merchants cannot opt into Manual Accept mode. Please follow the order acceptance conditions to unlock Auto Accept mode, which is the default operating mode on Grab.

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