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Merchant Portal

Day-to-day back office — orders, menus, customers, staff logins, reports and settings.
Help Desk
By Help Desk
• 19 articles

Take an order through to Complete

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. - Print Order — for an Epson ePOS printer. - 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 carries the order number, the time it came in, the customer name and contact number, the total and whether it is paid, the ETA and the status. A VIP badge appears next to the name for a VIP customer. The body opens with the fulfilment type in capitals — TO PICKUP, DELIVER, DINE-IN or BOOKING: - Dine-in shows DINE-IN: Table No. 12. - Booking shows the number of covers, and the booking reference if there is one. - Delivery shows the address with a map link. Anything the customer typed appears at the bottom 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 0 to turn the greying out off entirely 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.

Last updated on Aug 27, 2026

Cancel or refund an order

Cancellations start on the order itself. Open Orders, find the order, and select More. Which options you see The menu changes depending on how the order was paid. Paid online. You get Cancel Order & Refund and Partial Refund. Plain Cancel Order is hidden, so you cannot accidentally cancel a prepaid order without dealing with the money. Pay on collection, or a $0 order. You get Cancel Order. The refund options are hidden, because there is nothing to refund. Cancel and refund 1. More → Cancel Order & Refund. 2. Confirm at "Cancel and refund order #NNNN?" The order is cancelled and the full amount is refunded to the card. Refund part of an order 1. More → Partial Refund. 2. The prompt Partial refund for order #NNNN opens with the order total pre-filled in the Amount: box. 3. Change the amount to the part you are refunding and select Refund. The order keeps its current status — a partial refund does not cancel it. Cancel without a refund 1. More → Cancel Order. 2. Confirm at "Cancel order #NNNN?" Customer No Show More → Customer No Show cancels the order and records the reason. For a prepaid order the confirmation spells out the consequence: "Cancel order #NNNN and mark customer as a no-show? (NO REFUND will be processed)". For a pay-on-collection order that warning is left off, because there was no payment to keep. Refunding an order that has already been completed Once an order has left the Orders screen, refund it from Reports → Transactions: 1. Open Reports, then Transactions in the left-hand list. 2. Find the transaction — the table shows the date and time, transaction ID, order ID, customer, amount, source and status. 3. Select Actions on its row. 4. Choose Cancel Order & Refund, Full Refund or Partial Refund. Transactions is an admin-only report.

Last updated on Aug 27, 2026

Change your trading hours

Trading hours live with the menu, not with your store details. 1. Open Menu Builder. 2. Select Menu Settings in the left-hand list. 3. Scroll to Trading Hours* (24hr clock). The grid Three rows across the seven days: - Available? — tick Yes for each day you trade. - From — the opening time, 24-hour clock, e.g. 07:30. - Until — the closing time, e.g. 14:00. Select Save Changes at the bottom of the tab. The times drive the automatic open and close: "Trading Hours are used to automatically open and close your online store at the appropriate time of day." Whether that automation runs is controlled by the Preferences checkboxes higher up the same tab — Online store always open, Automatically open online store and Automatically close online store. What customers actually read The grid decides when ordering is possible. It is Trading Hours Summary* — a free-text box just below the grid — that customers see. Its help text: "Trading Hours Summary is displayed to your customers on-screen when they choose a pickup or delivery time (not shown for dine-in). Try to keep brief." Change the grid and the summary together, or the two will disagree. Three more message boxes sit under it, each shown at a different point: - Menu Information — while the customer browses your menu. - Checkout Information — during checkout. - Order Confirmation* — on screen after checkout. If you have both a Preorder and a Catering menu The buttons at the top right of Menu Builder — Preorder Menu and Catering Menu — switch which menu you are editing. Each has its own Menu Settings and its own trading hours. Check you are on the right one before you save. A one-off closure Do not edit the weekly grid for a single day. Use Menu Builder → Special Dates instead — see Close for a public holiday or special date.

Last updated on Aug 27, 2026

Mark a menu item sold out

You do not have to edit an item to stop selling it. The Status label on the menu row is a button. 1. Open Menu Builder → Menu. 2. Expand the group the item is in. 3. Select the coloured Status label on that item's row — Active, Unavailable, and so on. 4. A small window opens with the item name and Select a status for this menu item:. 5. Pick one. It saves straight away. The choices Which choices appear depends on the modules switched on for your store. Every store - Unavailable — the item stops being orderable and stays that way until you change it back. With stock control enabled - In stock - Out of stock — off the menu until you put it back. - Out of stock today — off the menu, and back on by itself for the next trading day. This is the one you want for "we've run out of the special". - VIP customers — orderable only by customers with the VIP tag. Without stock control, the same modal shows a single Available option in place of In stock. With other modules - Wholesale only — wholesale-tagged customers only. - Staff only — staff ordering only. Reading the menu list The Available for column uses short codes. Select Key at the bottom of the menu list to see them: - TA — Pickup / Takeaway - DI — Dine-in / Bookings - DY — Delivery - SO — Standing Orders - ALL — all of the above - N/A — none of the above, so not available If your menu comes from your POS Deactivating an item here is exactly what this screen is for, even on a POS-linked store. Changing its price, name or modifiers is not — see Menu changes are not reaching your customers.

Last updated on Aug 27, 2026

Add a product to your menu

1. Open Menu Builder → Menu. 2. Select New Menu Item at the top right, or the same button inside a group to start it in that group. The editor is a four-step wizard: 1 Menu Item, 2 Modifiers, 3 Images, 4 Finished. Move with Save & Continue and Back. Step 1 — the item The fields that matter most: - Menu Group* — which section of the menu it appears in. Create groups first under Menu Builder → Groups. - Menu Item Name* - Description — optional. If the OpenRouter module is enabled for your store there is a Use AI button beside it. - Price* and Taxable* - Available for* — tick the fulfilment types this item can be ordered for. This is what drives the TA / DI / DY / SO codes in the menu list. - Available — the days and times within your trading hours when the item can be ordered, for things like a breakfast-only item. - Quantity and Quantity Label — for items sold in multiples. - Preparation mins - Status Dietary and labelling The same step carries the food-labelling fields: - Dietary information — the dietary flags. - Seafood origin - Allergens (contains) — a checklist grouped as cereals (Wheat, Rye, Barley, Oats, Spelt), seafood (Crustacea, Fish, Mollusc), tree nuts (Almond, Brazil nut, Cashew, Hazelnut, Macadamia, Pecan, Pine nut, Pistachio, Walnut) and others (Egg, Milk, Peanut, Sesame, Soy, Lupin, Sulphites). Further down step 1 - Printing — which printer this item goes to, where you run more than one. - POS PLU and Mapping Description — the product code in your point of sale. - Add Credit, Add VIP Tag — apply automatically when the item is bought. - Preview to Non-Members, Promotion Item, Apply Catering Rules - Reward Group and Report Group - Current Stock Level / Reset Stock Level To — with stock control enabled. Step 2 — modifiers Attach the modifier groups this item offers, such as milk choice or size. Build the modifier groups first under Menu Builder → Modifiers, where each modifier has a Modifier Name*, a Price Offset, Taxable and a POS PLU. Step 3 — images Upload a photo, then crop and zoom it to fit. Product photos only appear to customers if Display Images is ticked in Menu Builder → Menu Settings. Reordering the menu Use the up and down arrows on each row of the menu list. Customers see the items in that order. If the Save buttons are missing Some stores are set so that only Admin users can change the menu. A non-admin signed in to such a store still sees Menu Builder, but the New and Save buttons are hidden throughout. Ask an admin, or ask us to change the setting. If your menu comes from your POS Kounta, Square, Vend and Tyro Connect stores cannot create items here — the New Menu Item button is hidden, and the banner at the top of the menu names your POS as "the master of your menu". Create the product in your POS and sync.

Last updated on Aug 27, 2026

Close for a public holiday or special date

Do not edit your weekly trading hours for a single day. Use Special Dates, which overrides the grid for that date only. 1. Open Menu Builder. 2. Select Special Dates in the left-hand list. 3. Select New Date at the top right. 4. Set the date, whether you are Available, the Available From and Available Until times, and a Surcharge if you are adding one. 5. Save. The screen explains its own purpose: "Use this area to enter public holidays or other special dates that affect your normal trading hours. The automatic open / close feature uses these dates to ensure that your online menu is only available when it should be." Existing entries are listed with Special Date, Available?, Available From, Available Until and Surcharge, each with an Edit button. The Dashboard reminder When a public holiday is coming up in the next fortnight and you have not set hours for it, the Dashboard shows an amber banner: REMINDER! You haven't set your trading hours for the following upcoming public holiday… It names the holiday and links to Menu Builder → Special Dates. Adding the date clears the reminder. The holidays it knows about are the ones for your state and country. Closing for the day Set Available? to No for that date. Your store will not auto-open on it. A different set of hours Set Available? to Yes and give the shorter Available From and Available Until times. Customers get the reduced window rather than your usual one. A holiday surcharge Enter the Surcharge on the special date. It applies to that date only. If both menus trade that day The Preorder Menu and Catering Menu buttons at the top right of Menu Builder switch which menu you are editing, and Special Dates belong to the menu you are on. Add the date to both if both trade.

Last updated on Aug 27, 2026

Create a promotion code

1. Open Menu Builder. 2. Select Promotion Codes in the left-hand list. 3. Select New Promotion Code. Choose the code type Code Type* decides everything else on the form: - Discount amount - Discount amount with min. order amount - Discount percent - Discount percent with min. order amount - Free delivery - Free menu item - Free menu item with min. order amount - Lowest value menu item free - Lowest value menu item free with min. order amount - Loyalty Reward Fill in the rest - Code* — what the customer types at checkout. - Description* — for your own reference. - Free Menu Item* or Loyalty Reward* — shown only for the code types that need them. - Value — the dollar amount or the percentage, depending on the type. - Min. Order Amount* and Max. Order Amount. - Menu* — All menus, Daily Menu only or Catering Menu only. - Fulfilment Type* — All fulfilment types, Pickup only, Delivery only, Dine-in only or Bookings only. - One use per customer* — No, or Yes (requires account). The "requires account" wording is literal: a code limited to one use each cannot be enforced against a guest checkout. - First order only* — No or Yes. - Expiry Date. Save when you are done. The list shows Code, Description, One use, 1st order, Expiry and Status, each row with Edit. Retiring a code Select the coloured Status label on the code's row and choose Inactive. Retiring a code rather than deleting it keeps your past orders making sense in reports. Sending a code out The New Announcement form has a Promo Code field that picks from this list. Its help text: "If you are sending out a promotion include the promo code in the message and in this box." See Send an announcement to your customers. You can also bake a code into a QR code — see Create a QR code for a table or a promotion. Both of those Promo Code pickers are hidden unless the promotion codes module is enabled for your store, even though the Menu Builder tab itself is always there.

Last updated on Aug 27, 2026

Add a staff login to the merchant portal

Staff logins live under Users, reachable from the Users tile on the Dashboard. Only Admin users can get there. Create a user 1. Open Users. 2. Select New User. 3. Choose the User Type: - Merchant Portal — a back-office login. - Self-serve Kiosk - POS User - KDS (Kitchen Display) — only offered if your store has a kitchen display. 4. Fill in the fields for that type, then Save changes. What each type asks for Merchant Portal — Name, Email, User Name, Password and Password Again, Admin (No / Yes) and Status (Active / Inactive). KDS (Kitchen Display) — First Name, Last Name, Email, a PIN (4-6 digits) and a KDS Role of Staff or Manager. The PIN has rules: "No repeating digits (1111) or patterns (1212)". See Give kitchen staff a PIN for the kitchen display. Self-serve Kiosk and POS User — name, email and password, without the portal-specific fields. Generating a password The Generate button next to Password creates a ten-character password, fills both password boxes and shows it to you in a Password: … message box. That message is the only time it is displayed, so write it down before selecting OK. There is no "forgotten password" link on the merchant login screen, so a lost password means another admin has to set a new one. Admin: Yes or No This is the important choice. Admin: No hides Settings, Users, Billing, POS Integration, printer settings, email and SMS settings, the Transactions report and the setup checklist. Those users get a Change Password tile on the Dashboard instead of Users. Give counter staff No. Reserve Yes for the people who need to change bank details and payment settings. Reset a colleague's password 1. Open Users. 2. Select Edit on their row. 3. Enter a new Password and Password Again, or use Generate. 4. Save changes. You cannot change your own password this way — the password fields are hidden when you open your own record. Use the Change Password flow instead. Removing someone Set their Status to Inactive rather than deleting the user, so their past activity still resolves. The list The Users table shows Name, ID, Type and Status, with Edit on each row.

Last updated on Aug 27, 2026

Find your sales figures for a date range

Select Reports in the top bar. Sales Summary is the first item in the left-hand list and opens by default. Run a Sales Summary 1. Set the From and To dates at the top right. 2. Select View. 3. Select Print to print it. The printed copy carries your store name, suburb, the date range and when it was generated. The report is broken into Products, Rewards / Discounts, Totals, Payments and Summary. If there is nothing in the range you get No data for the selected date(s). The other reports Down the left-hand list: - Orders Summary - Orders by Creation Date — when the order was placed. - Orders by Fulfilment Date — when it was due. These two disagree for preorders, which is the point of having both. - Orders by Customer — search by name, email or mobile first. - Transactions — payments and refunds, admin only. See Cancel or refund an order. - Orders Matrix - Deliveries By Area, Deliveries By Stop, Deliveries By Pickup Location — each appears only if you use that delivery style. - Contact Tracing - Merchant Invoices — your invoices from us, admin only. Exporting On an order report, the Download button offers: - Export (CSV) - Export Itemised (CSV) — a row per line item rather than per order. - Orders Summary (PDF) - Export (Route4Me) Delivery reports add Delivery Sheet (PDF). Reports that appear for some stores only Orders Matrix and the three delivery reports are per-store modules, and Transactions and Merchant Invoices are admin-only. If a report you were told about is not in your list, that is why.

Last updated on Aug 27, 2026

Look up a customer and manage their account

Select Customers in the top bar, or the Customers tile on the Dashboard. Find someone Type into the box at the top right — it searches name, email, mobile — and select Search. Clear puts the full list back. Long lists page with Previous and Next. Reading the table Columns are Name, Status, Last order, Orders, Value, Unpaid, Credit and Tags. The Tags column uses short badges. Select Tags in the box above the table for the same key: - VIP — VIP customer - WS — Wholesale customer - SO — Standing Orders Allowed - D% — Discount - PN — Registered for Push Notifications - NL — Subscribed to Newsletter What you can do to a customer Select Actions on their row: - Add Credit and Refund Credit - Toggle VIP Tag, Toggle Wholesale Tag, Toggle Standing Orders Tag - Resend Invitation — re-sends the set-up-your-account email to somebody who never activated. - Send Push Notification and Send SMS Notification — to that one customer. - Remove Customer Some of these appear only if the matching module is on for your store. Pending invitations If invitations are outstanding, a banner appears above the table with a Resend Invitations button that re-sends them all at once. Add a customer yourself The Add Customer tab creates an account on somebody's behalf. The screen states the condition plainly: "Use this form to create an account on behalf of a customer having obtained their permission." Fields are Customer Name*, Email Address*, Mobile Number, Bonus Credit, Bonus Rewards, VIP, Wholesale, Standing Orders, Discount and Send Instructions. Send Instructions defaults to Yes and emails them a getting-started message. While it is Yes you must also tick I have permission to email this person before the Add Customer button will work; leave it unticked and the hint reads "Tick the permission box above to add this customer." Choosing No creates the record silently. The screen warns what that means: they will not know the account exists, though they can set a password themselves with Forgot password on the sign-in screen, or you can invite them later with Resend Invitation. Add Customer is enabled per store, and the screen carries the line "Access to this feature will be blocked without further notice if it is misused." Export Export → Download Customers CSV. Admin only, and enabled per store.

Last updated on Aug 27, 2026

Import your customer list from a CSV

Customers → Import. Admin only, and the Customer Import module has to be enabled for your store — otherwise the tab reads "The Customer Import module is not enabled on your account." Get the template Select Download Template at the top right. It downloads customers-import-template.csv with the columns in the order the importer expects. Use it rather than building a file from scratch — the column order matters and the template is the definitive copy of it. What the import does The screen sets this out under What this import does: - Adds each row to your customer list, or updates them if that email is already there. Re-uploading the same file is safe. - Re-uploading also re-invites anyone who never activated. A repeat upload within 15 minutes is ignored, so an anxious second attempt will not mail your list twice. If your store has discount schemes, an extra bullet appears listing them by ID, and explains that you can add a 17th column called store_discount_id to put customers on a scheme as part of the import. The invitation choice Email everyone in this file an invitation to set up their account is ticked by default. Each new customer gets an invitation with a link to set their password. Untick it and nobody is emailed — the customers are added quietly and will not know the account exists until they hear from you. If your store has no email settings of its own, this box is disabled. See Send email from your own business address. The permission tick While invitations are going out, a second box appears: I have permission to email these people. Every person in this file has agreed to receive marketing email from my business, or has bought from me recently enough to expect it. I understand mypreorder records this confirmation against my account. It is never pre-ticked, and the file chooser stays disabled until you tick it — the hint reads "Tick the permission box above to choose a file." Untick the invitation box instead and the attestation disappears, because nothing is being sent. Upload Select Choose CSV File to Import... and pick your file. The result appears below the button. Your obligations Both the import screen and the merchant terms are explicit that the list is yours to justify. The screen also carries: "Access to this feature will be blocked without further notice if it is misused."

Last updated on Aug 27, 2026

Send an announcement to your customers

Customer Announcements on the Dashboard, then New Announcement. Choose who gets it Target Audience* offers: - All customers - Takeaway customers only, Delivery customers only, Dine-in customers only - VIP customers only, Non-VIP customers only - Wholesale only, Non-Wholesale only - Last order 0 – 7 days ago, Last order 8 – 30 days ago, Last order 31+ days ago - Never ordered before If you are a multi-store merchant with your own branded app, a Send to* box appears above with This store's customers only and All store customers. Promo Code attaches one of your promotion codes. "If you are sending out a promotion include the promo code in the message and in this box." Pick your channels Tick as many as you need. Each shows a live estimate of how many customers it will reach. In-app Announcement — "Display message in the Announcements section on the first page of the app." Up to 1000 characters. Push Notification — "Send push notifications to customers that have the app." Up to 255 characters. "No need to insert a link to your menu: When a customer taps on the notification it will open your menu in the app. Push notifications are free." SMS (optional) — up to 255 characters, "to keep sms cost to two sms/units per recipient and allow space for the system to insert compliant opt-out text." Note the label changes with your other choices: with push ticked, SMS goes only to customers not registered for push; with push off, it goes to every targeted customer who has a mobile. A This is what your customers will receive preview appears under the box as you type, showing the final message with the added compliance text and what it will cost. Email (optional) — only shown if your store has its own verified email gateway. Needs an Email Subject* (200 characters) and Email Content* (1000 characters, plain text). "An 'Order now' button and your promo code are added automatically." Email Recipients chooses between All customers who accept your offers and Only those not reached by push or SMS — pick the second to avoid messaging the same person twice. Send yourself a test first Under Send a test, put an address in and select Send test email. "Sends this exact message to you, so you can see it before your customers do. Leave blank to use your store email address." Send it Select Send Announcement. Announcement History lists what you have sent, with Content, Target, Created, Delivery and Status. The Delivery column is counted separately per channel; a push counts once the notification service accepts it for a device, which is not a guarantee the handset displayed it. The rules The panel above the form is not decoration: You are the sender. You choose who receives this announcement and what it says. Only message people who have agreed to hear from you, or who have bought from you recently enough to expect it — never a purchased, rented or scraped list. For SMS and email that is required by the Spam Act (Australia) and the Unsolicited Electronic Messages Act (New Zealand), and the obligation is yours. What the platform does for you: anyone who has opted out of your offers is excluded from every send, including a customer who replied STOP to your SMS provider, and that exclusion follows them if you change provider. Your business name, contact details and an opt-out instruction are added to marketing SMS and email automatically. If a channel is greyed out SMS and email both need your own provider connected first. The control stays visible with the reason in red rather than disappearing. See Send email from your own business address and Connect your own SMS provider. If the whole form is replaced by an information box, the Customer Announcements module is not enabled for your store — contact support.

Last updated on Aug 27, 2026

Get an email or SMS on every order

Settings → Order Notifications. Admin only. Notify on every order: get a notification the moment a new order comes in, independent of your POS. Email and SMS route through your store's own configured providers. Email 1. Tick Email me on every order. 2. Optionally fill in Email recipients — a comma-separated list, e.g. orders@example.com, manager@example.com. 3. Save. Leaving Email recipients blank sends to your billing contact. Filling it in changes where they go entirely: "When set, order emails go ONLY to these addresses (not your billing contact). Routed via your store's own email provider." SMS 1. Tick SMS me on every order. 2. Fill in SMS recipients — comma-separated AU mobile numbers, e.g. 0400000000, 0411111111. 3. Save. Watch the cost: "Each SMS is billable via your SMS provider — more numbers means more cost per order." Without an active SMS gateway you get a warning instead: "You need an active SMS provider (see SMS Settings) before SMS notifications can be sent." What you need first Both channels go through your own providers, not ours: - Email needs an active email service — see Send email from your own business address. - SMS needs an active gateway — see Connect your own SMS provider. This is not the same as your POS Order notifications are deliberately separate from your point-of-sale integration and from the Orders screen. They are a backstop so a new order reaches a person, not a replacement for either.

Last updated on Aug 27, 2026

Create a QR code for a table or a promotion

QR Codes on the Dashboard. Create one 1. Select New QR Code. 2. Table Number — optional. "Entering a table number will pre-select the Dine-in option and pre-fill with the table number." 3. Promo Code — optional, and only shown if promotion codes are enabled for your store. "Pre-fill checkout with a promo code." 4. Select Create. Leave both blank for a plain code that opens your menu. Download it The Generated QR Codes table lists each code with Menu, Table, Promo and Link. Select Download on a row to get the image to print. One code per table Create a separate code for each table number. A diner who scans it gets dine-in already chosen and their table already entered, so orders arrive at the right table without anyone typing it. Regenerate If a row shows a Regenerate button, its link needs replacing. Google stopped supporting Firebase Dynamic Links on 25 August 2025, and codes built on them no longer work. The screen says so directly: Google no longer supports Dynamic Links as of 25 August 2025. After this date your existing Links and QR codes will no longer work. Use the Regenerate button next to your existing links to generate replacement QR codes. Regenerate the code, then Download and reprint it. Codes already in the wild will not start working again on their own. If the screen is empty QR Codes is a per-store module. When it is off you see "The QR Codes module is not yet enabled on your account." with a contact link.

Last updated on Aug 27, 2026