Select Orders in the top bar. The screen lists every order awaiting fulfilment and refreshes itself; the badge next to the tab is the count.
The buttons on each order
Left to right along the order card:
- Print — sends the docket to your Android Quick Printer. Shown only if that printer type is enabled for your store.
- Preparing — tells the customer you have started.
- Ready — tells the customer it is ready to collect.
- Paid — for an order that was not paid online. You are asked "Has the customer paid?" and told the order will be cleared from view.
- Complete — clears the order.
Buttons grey out once the order has passed that stage: Preparing once it is in progress, Ready once it is ready, Paid once it is paid, Complete once it is complete. That is normal, not a fault — an order that is already Ready does not need marking Preparing.
The More menu
More on each order holds the less frequent actions:
- Track Order — opens your delivery partner's tracking page.
- Send Order to POS — pushes this order to your point of sale again. You are asked "Send order #NNNN to your POS?"
- Toggle VIP Tag, Toggle Wholesale Tag, Toggle Standing Orders Tag — tags the customer, not the order.
- Customer No Show, Cancel Order, Cancel Order & Refund — see Cancel or refund an order.
Reading the order card
The header line starts with where the order came from:
- ONLINE — the customer app or your website.
- COUNTER — rung up on the POS at the counter.
- KIOSK — placed on your self-order kiosk.
Then come the order number, the time it came in, the customer name (and their contact number, if they gave one), the total and how it was paid, the status and the ETA. A VIP badge appears next to the name for a VIP customer.
How it was paid reads, for example, (paid · Apple Pay), (paid · card), (paid · EFTPOS), (paid · cash), or (paid · card in store) for a card on your own terminal. An order that hasn't been paid reads (UNPAID), and an order with nothing to pay reads FREE ORDER.
The ETA shows the time the order is due and how long until then, for example ETA 09:12 · in 4m. A late order says how late, for example ETA 07:43 · 1h 25m ago. Once it is more than a day late it shows the day as well, for example ETA Thu 07:43 · 2d 2h 50m ago.
The body opens with the order type in capitals and the number of items, for example PICKUP · 3 items:
- Pickup from a pickup location shows where from, for example PICKUP from Gate 2.
- Dine-in shows the table: DINE-IN · TABLE 12.
- Booking shows BOOKING for the number of covers, and the booking reference if there is one.
- Delivery shows DELIVER to the address, with a map link.
Each item's quantity sits in a box: grey for one, dark for two or more, so a multiple isn't made as one. The item's options sit underneath it. A promo code and any rewards share one line below the items.
Anything the customer typed appears at the bottom in a yellow box under NOTE FROM CUSTOMER.
The colours
Orders change colour as their fulfilment time approaches: amber first, then red, then dark red once overdue. Scheduled orders that are still a long way off are greyed out and tagged NOT DUE YET so staff can skip past them.
All three thresholds are yours to set, in Settings → Orders Screen:
- Amber alert (minutes before due)
- Red alert (minutes before due) — should be lower than the amber value
- "Not due yet" (minutes away) — set to
0to turn the greying out off entirely
Hiding counter or kiosk orders
If your counter staff or your kiosk already look after their own orders, you can keep those orders off the Orders screen. In Settings → Orders Screen, under Show on the Orders screen, untick Counter orders or Kiosk orders. Online orders are always shown. Each box appears only if your store has a POS or kiosk login.
The setting applies to every device showing the Orders screen, within 30 seconds. A strip at the top of the screen says which orders are hidden. Close it with × and it stays closed on that device for a month, or until a different type of order is hidden.
Hidden orders:
- still print on your cloud printers, and still go to your kitchen screen (KDS) and POS integration;
- don't show on the Orders screen, don't play the new-order sound and don't count towards the Orders number;
- aren't confirmed or moved to Preparing by the Orders screen, so move them on and complete them on the POS or the KDS.
Orders already on the screen when you untick a box stay there until they are completed. Tick the box again and the hidden orders come back.
Making the list bigger
The magnifier buttons at the top right of the Orders screen switch to a full-screen view and back — useful on a kitchen monitor.
When nothing is there
An empty list shows There are currently no orders awaiting fulfilment. with the time of the last successful update. That is the normal idle state.