Q: How do I cancel an order?

Go to Order History , open the order and choose Options → Change this order → Cancel order . Pick a reason, add a note if you like, and confirm. We let the supplier know. If cancelling isn’t offered — for example the order is past cut-off, already being prepared or already checked off — contact your supplier.

Question 1

Does Open Pantry integrate with Xero and other accounting systems?

Accepted Answer

Yes. Open Pantry connects to 15 business systems: Accounting: Xero, MYOB AccountRight, MYOB Advanced, QuickBooks Online, NetSuite, Sage Accounting, Reckon One, Wave, Zoho Books, Microsoft Dynamics 365 Business Central and KashFlow. Inventory: Unleashed, Cin7 Core and EasyVend. Ordering and ERP: ABM (Advanced Business Manager). Once you connect one, your orders can flow straight through to your accounting system as draft invoices, ready for you to check and send &mdash; so you are not typing the same order in twice. A guided setup wizard walks you through connecting, with steps tailored to the system you are using. Along the way you choose what to keep in sync, such as your customers, your product catalogue, and your accounts and tax codes. The split stays clean: Open Pantry is where the operational work happens &mdash; ordering, picking, packing and delivery &mdash; and your accounting system stays the place invoices are finalised, sent and reconciled. Using a system that isn't on this list? Get in touch and we'll talk through your options.

Question 2

What are pantry lists, and how do I create or edit one?

Accepted Answer

A pantry list is a saved list of the products you order regularly, so you do not have to hunt for the same items every week. You can build a list around whatever suits your kitchen &mdash; one per supplier, one per category such as dry goods or produce, or one per use case such as a weekly standing order. When it is time to order, you add items straight from the list into your cart. To create a list, open Pantry Lists from the menu, choose to add a new list, give it a name and add the products you want on it. To edit a list, open it and add or remove products at any time &mdash; changes are saved to the list, not to any order you have already placed. Lists are yours to reshape as your menu changes, and there is no limit on how many you keep.

Question 3

I forgot something — how do I add more to an order I've already placed?

Accepted Answer

If your supplier has the top-up order feature turned on, just place a second order — Open Pantry automatically combines it with your existing order for that delivery, so it arrives as one. If your items don't combine, your supplier may not have top-up enabled; send them a message or contact our team.

Question 4

How do I edit an order?

Accepted Answer

If your supplier uses Open Pantry, you can edit your order any time before their cut-off. Go to Order History , open the order and click Edit order (or Options &rarr; Change this order &rarr; Edit order ). The order loads into your cart for you to change. If it says the order can no longer be edited, contact your supplier directly.

Question 5

How do I cancel an order?

Accepted Answer

Go to Order History , open the order and choose Options &rarr; Change this order &rarr; Cancel order . Pick a reason, add a note if you like, and confirm. We let the supplier know. If cancelling isn&rsquo;t offered &mdash; for example the order is past cut-off, already being prepared or already checked off &mdash; contact your supplier.

Question 6

What is "check off" and how do credits work?

Accepted Answer

Check off lets you confirm what actually arrived against what you ordered. When your delivery comes in, open the order and check off each item as received. If something is missing, short-supplied, or not right, mark it — Open Pantry automatically raises a credit request to your supplier for those items, so you're only paying for what you actually got. Your supplier reviews and approves the credit.

Question 7

How do I place an order?

Accepted Answer

Browse your supplier's products, add what you need to your cart, and submit before their cut-off time. You'll get a confirmation, and you can track everything in Order History.

Question 8

Is Open Pantry free?

Accepted Answer

Yes — Open Pantry is free for venues to order, and free for suppliers too. Some optional extras (like direct order integration) are available for a small cost, but everyday ordering is free.

Question 9

What if a supplier I want to order from isn't on Open Pantry?

Accepted Answer

Invite them — it's free for them. Choose Add Supplier and send an invite; we'll walk them through setup and let you know when they're ready. Prefer not to wait? You can also add them as a self-managed supplier and keep your ordering in one place — see the restaurant FAQs.

Question 10

How do I get started?

Accepted Answer

Head to app.theopenpantry.com, click Get Open Pantry Free, follow the quick onboarding, connect your suppliers, and you're ordering from your phone in minutes.

Question 11

What if my supplier isn't on Open Pantry?

Accepted Answer

You've got two options: Invite them (free for them): choose Add Supplier → Invite. We'll guide them through setup and tell you when they're ready, so your orders go straight to them through Open Pantry. Self-managed supplier: if they'd rather not join yet, add them as a self-managed supplier — you set up their products and prices yourself, so you can still keep all your ordering and lists in one place and send their order your usual way.

Question 12

How do I create or edit a pantry list?

Accepted Answer

Open My Pantry, tap any item to change the quantity or remove it, or use + Add product to search your supplier's catalogue. To start a new list, choose Create a Pantry List. Changes save as you go. See also: "What are Pantry Lists?" for background on what pantry lists are.

Question 13

How do I set up a recurring order?

Accepted Answer

From My Pantry, build your list, then tap Set up recurring order and choose the days. Open Pantry places it automatically and emails you the night before so you can tweak it first.

Question 14

Where do I find my invoice?

Accepted Answer

Open the order in Order History and go to Options &rarr; Invoice . Once your supplier has issued it, choose View invoice (or open it in Xero or QuickBooks if that&rsquo;s where your supplier invoices). You can also download the purchase order or an order summary there. Invoices are issued by your supplier, not by Open Pantry. If there&rsquo;s no invoice yet, your supplier hasn&rsquo;t sent it &mdash; reach out to them.

Question 15

Can I plan and cost my menus?

Accepted Answer

Yes — Open Pantry includes menu planning and costing tools so you can build recipes, cost them from your order prices, and keep an eye on margins. See also: "What is Menu Costing?" for how cost-per-serve is calculated.

Question 16

How do I check off a delivery and request a credit?

Accepted Answer

When your delivery arrives, open the order and check off what you received. Anything missing or short, mark it — Open Pantry sends a credit request to your supplier automatically, so your account is only charged for what turned up.

Question 17

What is Open Pantry for restaurants?

Accepted Answer

Open Pantry helps restaurants order from suppliers, manage regular purchases, track order history, build pantry lists, create recurring orders and, with additional tools, manage menu costing, inventory, stocktaking, sales, wastage and reporting.

Question 18

What are Pantry Lists?

Accepted Answer

Pantry Lists are saved lists of products you order regularly. You can create lists by supplier, category or use case, then quickly add items from the list to your cart.

Question 19

What is Restaurant AI Manager?

Accepted Answer

What is Restaurant AI Manager? Restaurant AI Manager is Open Pantry's paid tool for running your venue beyond ordering. It includes everything in Menu Profit Manager, plus stock counts on your phone, orders built from your sales and pars, live food cost on every dish, sales and waste tracking, POS, labour and accounting connections, and a weekly profit report for every venue, with AI that drafts orders, counts and credit claims for you to approve. It replaced Restaurant Pro Suite in October 2026. To get it, open Restaurant AI Manager from the menu, or go to Account &rsaquo; Billing .

Question 20

Do restaurants have a free trial?

Accepted Answer

Basic ordering is free for restaurants — you just need to be invited by a supplier. There isn't a free trial for Menu Profit Manager or the Restaurant AI Manager.

Question 21

How do I hide products from certain customers?

Accepted Answer

Use Products &rarr; Product visibility . Choose how products start. Under All products start as&hellip; , pick Visible to every customer (rules hide some products &mdash; recommended) or Hidden from every customer (rules show some products). Add a rule. Click Add rule and write it as a sentence, for example &ldquo;Hide Imported cheese from Caf&eacute;s&rdquo;. A rule links a product group to a customer group; create the groups as you go. To hide one product from one customer, use Products &rarr; Special pricing instead: add a special price for that customer and set the product to Hidden .

Question 22

What is Menu Profit Manager?

Accepted Answer

Menu Profit Manager is Open Pantry's toolkit for knowing — not guessing — what every dish on your menu costs and earns. It reads your supplier invoices, keeps your ingredient prices current automatically, costs every recipe per portion, and flags any dish that slips below its target margin, with a suggested new menu price ready to accept in one click. The parts work together: invoices come in (uploaded, emailed or from connected suppliers) → prices update → recipes re-cost → the dishes that need a price decision surface in the repricing queue. Add the Preparation List for daily prep planning, delivery check-off to catch short deliveries at the door, and a one-way push of reviewed bills into Xero, QuickBooks, MYOB, Sage or Zoho Books. It's part of the Restaurant AI Manager. To see it with your own menu, upload a handful of invoices and a few recipes — the setup wizard walks you through it in a few minutes.

Question 23

How do I set custom pricing for a specific customer?

Accepted Answer

Think of it in two layers &mdash; set the base with a price list, then fine-tune with special prices: Start with a price list (the base). Choose the customer&rsquo;s price list when you add them, or later on their Pricing tab. Add special prices. Go to Products &rarr; Special pricing , click Add special price , choose the customer (or a customer group), then set a Sell $ or Margin % per product. You can give it dates. Use the &#8943; menu &rarr; Import from CSV&hellip; to do many at once. Both apply automatically when the customer orders. See also: &ldquo;What are price lists and how do they work?&rdquo; and &ldquo;What is a price exception?&rdquo;

Question 24

Can Open Pantry read my supplier invoices?

Accepted Answer

Yes. Upload photos, PDFs, scans or spreadsheet invoices — individually or in bulk — and Open Pantry reads the supplier, invoice number, dates, GST and every line item. Each line is matched against your products, price changes are tracked, and anything unusual (a short delivery, a price jump, an item you never ordered) is flagged for a human decision. Nothing changes your prices or goes to your accounting system until you've reviewed it. Statements are recognised and kept out of the payable queue (paying from a statement would pay invoices twice), and supplier credit notes are matched against your outstanding credit requests automatically. Invoices from a supplier you haven't set up yet go to a queue where you can create the supplier — products and prices included — from the invoice itself.

Question 25

How do I charge different freight or delivery fees for different customers?

Accepted Answer

This is a two-step setup &mdash; create the rule, then assign it: Create your freight rules. Account menu (top right) &rarr; Business settings &rarr; Delivery &rarr; Freight rules . Each rule sets a fee, minimum order, free delivery over, cut-off time and optional custom delivery days. Use Add New Rule to create more and mark one as the default. Assign a rule to a customer. Open the customer (Customers &rarr; the customer &rarr; Delivery tab) and choose their Freight rule . Each customer has one rule, which overrides the default for them.

Question 26

How do I set a customer's delivery schedule?

Accepted Answer

A delivery schedule is set in one of two places, depending on whether it&rsquo;s for one customer or many: For one customer (the main way). Open the customer (Customers &rarr; the customer &rarr; Delivery tab) and click Edit delivery days . For a group of customers. Use a freight rule: account menu &rarr; Business settings &rarr; Delivery &rarr; Freight rules &rarr; edit a rule &rarr; Advanced scheduling (optional) . Turn on Custom Day Overrides to choose the delivery days and set a Delivery day buffer . Apply that rule to everyone who should share the schedule.

Question 27

How do I run a promotion?

Accepted Answer

Go to Products &rarr; Promotions and click New promotion . Choose the discount, who and what it applies to, and the dates, then set it live. Promotions are listed under Live & scheduled , Paused , Drafts , Ended and Archived . Check Suggested promotions for ideas based on your sales.

Question 28

How do I invite a customer?

Accepted Answer

Go to Customers &rarr; Add customer . Enter their Business name and Email , check the Price list , leave Send invite now on and click Add & invite . If the customer already has an Open Pantry account they simply accept your request; if not, they&rsquo;re emailed a welcome invite with login details. To add many at once, choose Spreadsheet in the same panel.

Question 29

What login details does my customer receive?

Accepted Answer

When you add a customer, the Send invite now switch decides when they get access: On &mdash; we email them a welcome invite with login details straight away. Off &mdash; they are saved as Not invited , so you can finish setting them up first (pricing, visibility, delivery days) and send the invite when everything&rsquo;s ready. Customers don&rsquo;t receive a password from you &mdash; they&rsquo;re sent an email to create or access their own account securely. To send a not-yet-invited customer their invite, or remind someone to log in, open the &#8943; menu on their row in Customers and choose Send invite or Nudge to log in . See How do I help a customer log in?

Question 30

How do I edit, reorder, or delete product categories?

Accepted Answer

Go to Products &rarr; Catalogue , open the &#8943; menu and choose Product settings , then Product categories (these are the categories customers see when ordering). On that screen: Reorder: drag a category by its handle to change the order customers see. Edit / rename: click the pencil icon on the category. Delete: click the trash icon on the category.

Question 31

Customers email me orders — can they go in automatically?

Accepted Answer

Yes. Open Pantry gives you a unique email address that turns emailed orders into digital ones automatically. Find it in the account menu &rarr; Inboxes &rarr; Orders from your customers , or at the top of Orders &rarr; Imported orders next to Forward orders to . Forward emails, PDFs or messages to that address and Open Pantry creates the order for you to confirm &mdash; no re-typing. If it isn&rsquo;t on for your account yet, request access from that page.

Question 32

Should I invoice in Open Pantry or in my accounting system?

Accepted Answer

We recommend syncing your orders to your accounting system. Each order then arrives there as a draft invoice, ready for you to finalise and send. That keeps a clean split: Open Pantry is your operational source of truth (orders, picking, packing, delivery), and your accounting system stays your financial source of truth (where invoices are finalised, sent and reconciled). Just make sure you're connected to your accounting system and orders flow through as drafts automatically. See also: "Will Open Pantry replace my accounting system?"

Question 33

How do I contact Open Pantry support?

Accepted Answer

You can reach us by email at info@theopenpantry.com, or use the chat in the help centre and we'll get back to you. Phone support. A direct phone line is available to signed-in paid customers in countries where we have a local office. If that's you, you'll see your country's number here when you're signed in: Australia: 03 9020 9266 United States: +1 929 556 4469 Canada: +1 647 905 0953 Everyone else — not signed in, on the free tier, or in a country without a local line — sees email and chat support (info@theopenpantry.com). On the public landing page, support is email only.

Question 34

What if I need help (inside the app)?

Accepted Answer

Go to Help inside Open Pantry to search FAQs, browse help topics, or contact support. You can also email info@theopenpantry.com.

Question 35

How do I chase up my order or delivery?

Accepted Answer

Quick answer: if your supplier manages their deliveries through Open Pantry, the live status of your order &mdash; from confirmed through to delivered &mdash; is shown against the order in Order History . If they don&rsquo;t, the fastest way to chase it up is to contact the supplier directly. Open Order History and find the order. Suppliers who run their logistics through Open Pantry update the order as it moves through their operation, so the status you see there is current: confirmed, picked, packed, out for delivery, delivered. If the order isn&rsquo;t showing a delivery status, your supplier handles deliveries outside Open Pantry. Reach out to them directly &mdash; their contact details are on their supplier page and on your order confirmation email &mdash; and they&rsquo;ll be able to tell you where your delivery is. If something is missing when the delivery arrives, check the order off in Open Pantry and mark what was short &mdash; a credit request goes to the supplier automatically.

Suppliers

Does Open Pantry integrate with Xero and other accounting systems?

What are pantry lists, and how do I create or edit one?

I forgot something — how do I add more to an order I've already placed?

How do I edit an order?

How do I cancel an order?

What is "check off" and how do credits work?

How do I place an order?

Is Open Pantry free?

What if a supplier I want to order from isn't on Open Pantry?

How do I get started?

How do I hide products from certain customers?

How do I set custom pricing for a specific customer?

How do I charge different freight or delivery fees for different customers?

How do I set a customer's delivery schedule?

How do I run a promotion?

How do I invite a customer?

What login details does my customer receive?

How do I edit, reorder, or delete product categories?

Customers email me orders — can they go in automatically?

Should I invoice in Open Pantry or in my accounting system?

How do I contact Open Pantry support?

What if I need help (inside the app)?

How do I chase up my order or delivery?

Restaurants

Does Open Pantry integrate with Xero and other accounting systems?

What are pantry lists, and how do I create or edit one?

I forgot something — how do I add more to an order I've already placed?

How do I edit an order?

How do I cancel an order?

What is "check off" and how do credits work?

How do I place an order?

Is Open Pantry free?

What if a supplier I want to order from isn't on Open Pantry?

How do I get started?

What if my supplier isn't on Open Pantry?

How do I create or edit a pantry list?

How do I set up a recurring order?

Where do I find my invoice?

Can I plan and cost my menus?

How do I check off a delivery and request a credit?

What is Open Pantry for restaurants?

What are Pantry Lists?

What is Restaurant AI Manager?

Do restaurants have a free trial?

What is Menu Profit Manager?

Can Open Pantry read my supplier invoices?

How do I contact Open Pantry support?

What if I need help (inside the app)?

How do I chase up my order or delivery?

Get your free account today