How to use the payment chat with the customer

What Chat with the customer is

The payment chat is a short conversation, tied to a single order, that opens when the customer says they've made the PIX payment (Brazil's instant payment system) and you haven't confirmed it yet. Meanwhile the order stays in Draft, in the Payments to confirm queue on the Dashboard, and isn't sent to the kitchen. Inside the order it shows up as the Chat with the customer block; on the Dashboard, as the Chat button, with the number of messages next to it.

Both sides write on the same timeline and messages appear without anyone reloading the page. The difference is what each side can send: you send text; the customer sends text and can attach the receipt with the paperclip, as an image or PDF of up to 8 MB. A photo becomes a thumbnail that opens full size, a file becomes a receipt link. On the customer's side, the message box only appears after a few minutes of waiting with no confirmation — before that they see only the PIX code and the I've paid button.

Why reply instead of just waiting

• A stalled order is stalled money. A PIX order only goes to the kitchen after you confirm. Every minute of doubt is a dish that hasn't been started, so asking beats waiting.
• The receipt lands in the right place. Instead of a screenshot lost among thirty WhatsApp chats, the file stays attached to that order, next to the amount and the name of who paid. Six months later it's still there.
• The customer stops thinking their money vanished. On the other side, their screen says the payment is still being confirmed and opens a field to talk to you. Silence is what turns into a complaint.
• You decide, with your bank statement in hand. qmen.us doesn't process money and never marks an order as paid on its own. PIX is settled directly between customer and restaurant, and confirming always takes a tap from you.
• You can reject without coming across as rude. If the money didn't land, you explain in the chat before cancelling. The customer understands what happened and still gets a shortcut to contact the restaurant.

How to use the payment chat in 7 steps

There are seven steps, from the order stuck on the Dashboard to the order released to the kitchen — or cancelled with no misunderstanding.

1. Find the order in Payments to confirm

   On the Dashboard, look for the Payments to confirm block, with a counter next to the title. Each row shows the total (R$ 42,00, for example), the name of the person who ordered, the note PIX reported by with the name the customer typed and how long the order has been waiting. The block only exists while there's an order waiting — it disappears on its own when you clear the queue.

2. Open that order's chat

   On the order's row there's the Chat button, with the number of messages next to it once there's been an exchange. It takes you straight to the Chat with the customer block, inside the order. This button appears after a few minutes of waiting, or as soon as the customer writes; if you want to talk before that, just open the order from the list — the block is there as long as the payment is pending.

3. Ask for the receipt in one sentence

   Below the chat there's the Write a message… field and the Send button. Keep it short and direct, like "Hi! I can't find the PIX payment here yet, could you send the receipt?". Each message takes up to a thousand characters. It shows up instantly on the customer's screen, in the same chat where they placed the order, without them reloading anything.

4. See what the customer replied

   Their messages come in on the left side of the chat and the screen updates on its own, no need to keep hitting F5. On the customer's side there's a paperclip next to the text field: that's how they attach the receipt. A photo becomes a thumbnail that opens full size in another tab; a PDF becomes a receipt link. Only images or PDFs go through, up to 8 MB.

5. Check the money in your account

   A nice receipt on the screen isn't money in the account. Open your bank app and see whether the amount really landed — the Dashboard itself reminds you of this next to the block's title. qmen.us doesn't process any money: PIX is settled directly between you and the customer, and we only take care of the order.

   Tip: When the customer types the name of whoever made the PIX payment at the end of the order, that name shows up on the Dashboard row. Matching that name against your statement is usually faster than reading the receipt.

6. Confirm the payment

   Did it land? Tap Confirm payment on the order's row on the Dashboard. The order leaves Draft, is marked as paid and only then shows up for the Kitchen — if the prep station has a printer, the ticket prints there too. On the customer's side, the screen says the payment was confirmed and preparation has started, and the chat closes.

7. Or reject it, if the PIX payment didn't arrive

   If nothing landed and the chat didn't solve it, use Reject order. We ask first whether you really want to cancel. The order is cancelled, nothing goes to the kitchen and the customer gets the notice on their screen, with a shortcut to contact the restaurant on WhatsApp when you have a phone number saved. Rejecting is an answer: it's much better than letting the order die in silence.

Frequently asked questions

Glossary

Payments to confirm

The Dashboard section listing orders with a reported PIX, waiting for you to check your account and either confirm or reject.

Chat with the customer

The area inside the order where you and the customer exchange messages while the payment is pending.

Receipt

The image or PDF, up to 8 MB, that the customer attaches in the chat to show the PIX went through.

Confirm payment

The button that marks the order as paid and, only then, sends it to the kitchen and to the prep station's printer.

Reject order

The button that cancels the order when the PIX didn't reach your account; the customer is told on their screen.

Draft

An order's first status, while the waiter is still putting the list together and nothing has gone to the kitchen yet.

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