Taking Orders

Take an order in the POS app from the first tap to the payment, then find, change or void it afterwards.

Everything on this page happens in the POS app unless a section says Web admin. The steps describe the app on a computer or tablet, where the menu and the current order sit side by side. Differences on a phone are in On a Phone.

Start an Order

1. Tap New Order
   It is in the side menu. You need permission to create orders to see it.
2. Tap the order type
   The Select Order Type screen shows three cards. What happens next depends on the card you tap.

Add Items

1. Find the item
   Tap a category tab, or tap All to see every item. Use the arrows at each end of the tab row to reach more categories. To search, type in the Search... box: the app looks for every word you type in the item name and description, in any order.
2. Tap the item
   Tap the item card or its + button. The item appears in Current Order. Tap it again to add another one.

• Items marked 86'd or N/A are greyed out and cannot be added. See Menu Management.
• Take Away and Delivery orders show the prices set for that order type. See Price Lists and Sales Channels.

Items With Modifiers

If the item has modifier groups, a window with the item name opens before the item is added.

1. Pick the options
   Each group shows a Required or Optional badge and a hint such as Choose 1 or Up to 5. Tap an option to select it and tap it again to clear it. Options with an extra charge show the amount. Default options are already selected.
2. Tap Add to Order
   The button stays disabled until every Required group has enough options selected. Tap Cancel to close the window without adding the item.

Change the Current Order

Custom price (per unit) only appears when Allow Custom Price is switched on in Web admin under Settings > POS.

If your business uses callers and one is on shift, a Referred by list appears at the top of the panel for Dine In and Take Away orders. Pick the caller who brought the customer in.

Discount

1. Tap Discount
   The Apply Discount window opens.
2. Choose Percentage (%) or Fixed Amount
   Type the percentage or the amount. The window shows the discount it works out to.
3. Tap Apply
   A Discount line appears above the total. To remove the discount, open the window again, set the value to 0 and tap Apply.

The discount applies to the whole order, not to one item. It is saved with a new order only: set it before you tap Save Order or Pay Now. It is not applied when you add items to an order that was saved earlier.

Order Note

Tap Note, type in Special Instructions and tap Save. The note belongs to the whole order.

The ... menu next to Note lists Tip, Split Bill and Coupon Code. Tip and Split Bill do nothing here: use the buttons on the Payment screen. Coupon Code opens a window that says "Coupon functionality coming soon".

Save the Order or Take Payment

The two buttons at the bottom of Current Order decide what happens next.

After Save Order the app shows ORDER SENT TO KITCHEN with the order number.

• Print KOT prints the kitchen ticket again. The line "KOT sent to kitchen" means the kitchen already has it.
• Print Bill prints the bill for the customer.
• View Order opens the Orders screen.
• New Order and Done both go back to Select Order Type.

Take Payment

1. Choose the payment method
   The buttons at the top are the active payment methods set up in Web admin under Point of Sale > Payment Methods. The first one is already selected.
2. Check the amount
   AMOUNT TO PAY starts at the amount still owed. For cash, enter what the customer hands you: tap a quick amount button, tap EXACT, or type it on the keypad. Clear sets the amount back to 0.
3. Tap Pay
   The button shows the amount you are about to take.
4. Give the change and tap Done
   The PAYMENT APPROVED screen shows CHANGE DUE when the customer gave more than the amount owed. The receipt is sent to the receipt printer automatically. Tap Print Receipt for another copy. Done and New Order take you back to Select Order Type.

Printer setup is covered in Printers and Receipts.

Pay With Two Methods

1. Take the first part
   Choose the first method, type the part the customer pays this way, and tap Pay.
2. Tap Done
   The approval screen shows Balance Remaining. Done returns you to the Payment screen, where TOTAL DUE now shows Paid and Balance.
3. Take the rest
   Choose the second method, type the balance and tap Pay.

Split the Bill Between Guests

Split works on an order that is already saved. Open the payment from Orders or Tables (Payment button), or from the order's menu screen (Pay Order). If you reached the Payment screen with Pay Now on a new order, the Split Bill window is empty: go back, tap Save Order, then open the payment from the order.

1. Tap Split
   The Split Bill window shows the order total.
2. Choose the split method
   • Split Equally: tap the number of ways to split, from 2 to 6. The window shows what each person pays.
   • Split by Items: tap the number of guests, then pick a guest for each item. Tax is shared in proportion to each guest's items.
   • Custom Amounts: tap the number of guests, then type an amount for each. Remaining must reach 0.00 before you can continue.
3. Tap Start Split Payment
   A Split Payments list appears under the keypad with one line per guest, and the amount to pay is set to the first guest's share.
4. Take each guest's payment
   Choose the method and tap Pay. On the approval screen tap Next Guest. Repeat until every guest shows as paid. To pay the guests in a different order, tap Pay on a guest's line in the list.

Tap Cancel on the Split Payments list to stop splitting. Payments already taken stay on the order.

Tip

Tap Tip to open Add Tip. Tap 15%, 18%, 20% or 25%, or type an amount on the keypad, then tap Apply Tip. The tip is added to TOTAL DUE and to the amount to pay. Remove Tip takes it off again.

Find and Manage Orders

Tap Orders in the side menu.

• Active lists the orders that are still open: everything that is not Completed or Cancelled.
• Today's Orders lists every order of the open business day, including Completed and Cancelled ones (up to 100).
• The icon at the top right switches between cards and a list. The round arrow reloads the screen.

There is no search box. Look for the order number, table or customer name on the cards. Tap an order to open it.

The buttons you see depend on the order.

Order Statuses

How the kitchen moves an order from New to Ready is described in Kitchen.

Add Items to a Saved Order

1. Open the order and tap Add Items
   Do this from Orders, or from Tables by tapping the occupied table. The menu opens with the order number at the top of the panel and the items already on the order listed under it.
2. Add the new items
   They are listed under New Items.
3. Tap Add Items or Pay Order
   Add Items saves the new items and sends them to the kitchen; the screen shows ITEMS ADDED. Pay Order saves any new items and opens the Payment screen.

On this screen you can also change items that are already on the order. Use + and - to change a quantity. The bin icon removes the item; so does - when the quantity is 1. If you do not have permission to cancel order items, the app asks for a manager PIN first. The three icons next to the order number print the bill, print the kitchen ticket, and void the order.

Void an Order

Voiding cancels an order that is not completed yet. The order gets the status Cancelled and stays in Today's Orders.

1. Open the order in Orders and tap Void
   If you do not have permission to void orders, a manager must authorize first. See Manager PIN.
2. Tap a reason
   Under Select Void Reason choose Customer changed mind, Incorrect order, Item unavailable, Quality issue, Customer complaint, Duplicate order, Test order or Other. For Other, type the reason in Specify reason.
3. Enter the Manager PIN if the window asks for it
   The Manager PIN field appears when the order total is over 50.00 and you do not have permission to approve voids.
4. Tap Void Order
   The app confirms that the order has been voided and prints a void receipt.

Manager PIN

When an action needs a manager, a window opens with the name of the action, for example Void Order.

1. Tap the manager's name
   The list under Select Manager shows the managers of your branch who have a PIN.
2. The manager types the PIN and taps Authorize
   After a wrong PIN the window shows how many attempts remain. Tap Change to pick a different manager.

Setting up PINs and permissions is covered in Users and Roles.

Online Orders

If your business takes orders online and you have permission to see them, Online Orders appears in the side menu. The screen has two columns and updates by itself. The icon next to the title is green while live updates are connected; when it is red the screen reloads every 30 seconds.

• Pending Acceptance: new online orders waiting for a decision, oldest first, with the customer, items, any customer note and the total. Tap Accept to send the order to the kitchen. Tap Reject, type the Reason for rejection and tap Reject Order to cancel it.
• Active Orders: online orders that were accepted and are still open, with their status.

Accepted online orders also appear on the Orders screen, where you take payment and complete them like any other order. To accept online orders without anyone tapping Accept, switch on Auto-Accept Online Orders for the branch in Web admin under Branches.

On a Phone

On a small screen the side menu is replaced by a bar at the bottom with New, Orders, Cart, Dashboard and More. The other screens are under More.

1. Tap New and choose the order type
   This is the same Select Order Type screen.
2. Add items, then tap View Cart
   The menu fills the screen. A bar at the bottom shows the number of items and the total.
3. Check the order on the Cart screen
   Tap an item to open Edit Item. Use Discount and Note under the items. Add Items at the top goes back to the menu.
4. Tap Send to Kitchen
   The order is saved and sent to the kitchen. The Order Placed! window shows the order number with Print Receipt, Pay Now and New Order. Pay Now opens the Payment screen for the order.

Orders in Web Admin

In Web admin, open Point of Sale > Order History to see orders from any day. You can search, and filter by status, order type and payment status. Tap the order number or the eye icon (View Details) to open an order.

The icons at the end of each row depend on the order:

• Print Bill: unpaid Dine In orders.
• Checkout: unpaid orders.
• Cancel: orders that are not Completed or Cancelled. You must type a cancellation reason.
• Void completed order (restores inventory): Completed orders only. Type a Void Reason and tap Void & Restore Stock. The order becomes Cancelled and the stock that was deducted when it completed is put back. This can be done once per order and cannot be undone.

Online orders can also be accepted or rejected in Web admin under Point of Sale > Online Orders.

Troubleshooting

"No open cash drawer. Please open a cash drawer before processing cash payments."

You tried to take a cash payment without an open cash drawer. Open your cash drawer, then take the payment again. See Cash Management.

"Please select a table for dine-in orders."

The Dine In order has no table. Tap the order type row at the top of Current Order, tap Dine In, choose the table and add the items again.

"Please add a delivery address for this customer."

The Delivery order has a customer but no address. Start the order again from New Order > Delivery and choose or add the address. See Customers.

"No branch selected. Please configure POS settings first."

The app on this device has not been linked to a branch. Set up the device first: see Install the POS App.

"Order is already fully paid."

The order has no balance left, so it cannot take another payment. Go to Orders, open the order and tap Complete.

"Payment could not be confirmed ... Check the order before taking payment again."

The app lost contact while taking the payment and does not know whether it was saved. Open the order in Orders. If it shows Paid, do not charge again. If it shows Unpaid, tap Payment and take it again.

"Order paid, but sending it to the kitchen failed"

The payment is saved. The app tries to print the kitchen ticket on this device instead. If nothing prints, open the order in Orders and tap KOT, or tell the kitchen.

"No managers with PINs are configured for this branch. Please contact an administrator."

No manager of this branch has a PIN yet. A manager must set one before they can authorize voids or refunds. See Users and Roles.

"Account locked due to too many failed attempts."

The wrong PIN was typed too many times for that manager. Tap Change and choose another manager, or try again later.

Next Steps