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Merchant Portal

Day-to-day back office — orders, menus, customers, staff logins, reports and settings.
Help Desk
By Help Desk
• 21 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. An order card on the Orders screen: the red header #1042, 9:00, Alex, $13.70 (paid · cash) and NEW ORDER, the buttons Preparing, Ready, Paid (greyed), Complete and More, then PICKUP from in-store with 1 x Lemon Tart and 1 x Latte (Regular, Full cream) 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 their contact number, if they gave one), 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 order type in capitals: - Pickup shows where from, for example PICKUP from in-store. - Dine-in shows DINE-IN: Table No. 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. 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 Oct 16, 2026

Cancel or refund an order

Cancellations start on the order itself. Open Orders, find the order, and select More. Refunds are for Admin users only. Which options you see The menu changes depending on how the order was paid. Paid online. You get Cancel Order & Refund. Plain Cancel Order is hidden, so you can't cancel a prepaid order without dealing with the money. Paid at the counter, marked paid · cash or paid · card. You also get Cancel Order & Refund, but nothing goes back to the customer automatically. The confirmation says where the money comes from: "The money comes out of the till.", "Refund it on your card terminal." or "Refund it the way they paid." More open on an order paid in cash on the Orders screen: Toggle VIP Tag, Customer No Show and Cancel Order & Refund Not paid yet, 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?" For an order paid online, the order is cancelled and the full amount goes back to the card. For an order paid at the counter, the refund is recorded and a notice tells you what to do, for example "Give the customer $12.50 from the till." It stays on screen until you close it. Refund part of an order Partial refunds are made from Reports: 1. Open Reports, then Transactions in the left-hand list. 2. Find the transaction, then select Actions on its row. 3. Select Partial Refund. The prompt Partial refund for order #NNNN opens with the total in the Amount: box. 4. 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 paid order the confirmation spells out the consequence: "Cancel order #NNNN and mark customer as a no-show? (NO REFUND will be processed)". For an unpaid 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. Orders paid by EFTPOS on the POS or a kiosk A card refund is made on the terminal, so the customer must be there to tap or swipe their card. - POS orders are refunded on the POS. See Refund or cancel an order on the POS. - Kiosk orders are refunded at the kiosk, in manager mode. See Refund a card payment at the kiosk. From the merchant portal: - Linkly pinpad. The refund options above still work. The refund starts on the pinpad that took the payment, and the customer taps or swipes their card there to complete it. If it fails, the portal says "The refund didn't go through on the terminal, so nothing was refunded" and the order is left as it was. - Tyro terminal. The portal can't send the refund. Partial Refund shows "This payment was taken on the Eftpos terminal and must be refunded there. Use the kiosk or POS to refund the customer's card." Cancel Order & Refund cancels the order but warns "The customer has NOT been refunded - refund their card on the kiosk or POS terminal." Refund it on the POS or kiosk that took it, with the customer there.

Last updated on Oct 16, 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, and its Hours* (24hr clock) grid. 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 Online Store checkboxes just above the grid: Online store always open, Automatically open online store and Automatically close online store. Trading Hours in Menu Settings: Online Store with Online store always open unticked, Automatically open online store and Automatically close online store; Hours (24hr clock) from SUN to SAT, each Available? Yes, From 06:00, Until 18:00; the note on opening and closing automatically; and the Trading Hours Summary Open 7 days, 6am - 6pm 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. 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 Oct 16, 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 status window for Almond Croissant: Select a status for this menu item: In stock, Out of stock, Out of stock today, VIP customers, Staff only, Unavailable, and Close 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 Oct 16, 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 — From and Until times (24-hour clock) within your trading hours, for things like a breakfast-only item. - Quantity — the Min and Max a customer can order (0 means no limit). - Preparation mins - Stock Control — the item's status, such as In stock: the same choices as its status in the menu list. Step 1 of the menu item editor, with the steps 1 Menu Item, 2 Modifiers, 3 Images and 4 Finished, Back and Save & Continue: Menu Group Coffee, Menu Item Name Latte, Description, Price $5.20, Taxable Yes, then Availability & Ordering with Available for Pickup / Takeaway and Dine-in / Bookings, Available From and Until, Quantity Min and Max, Preparation mins and Stock Control In stock 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 — under Show advanced settings. Printer(s) names the printers this item goes to, where you run more than one, and Copies sets how many dockets print. See Set up a Star CloudPRNT docket or label printer. - 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 Oct 16, 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 Special Date, Menu Available?, the Available from (24hr clock) and Available until (24hr clock) times, and a Surcharge percentage if you are adding one. 5. Select Save changes. New Special Date: Special Date, Menu Available? No, Available from and Available until (24hr clock), Surcharge %, then Close and Save changes 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 Menu Available? to No for that date. Your store will not auto-open on it. A different set of hours Set Menu 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, as a percentage. It applies to that date only, however the customer pays. This is still allowed in Australia. Card surcharges ended there on 1 October 2026, but a public holiday or special date surcharge is not a card surcharge. See Card and payment surcharges in Australia and New Zealand. If there is no Surcharge field, surcharges aren't switched on for your store. Contact us.

Last updated on Oct 16, 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 amount per item - Discount percent - Discount percent with min. order amount - Discount percent off one item - 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, or your staff, type at checkout. - Description* — the code's name. Your staff see it on the POS, so make it something they'll recognise, such as "Seniors" or "Service uniforms". Customers see it too when the code is on your menu. - 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. A Discount amount per item code has Max. Discount instead: the most it takes off one order. A Discount percent off one item code has Max. Discount too: the most it takes off the item. - Applies to — Whole order (Any item for a percent off one item code), or one of your promo groups, such as Food. See below. - 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. - Works on* — where the code can be used. See below. - 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 — the last day it can be used. - Display on Menu — Yes shows the code to customers on your menu and at checkout, so they can tap it. No keeps it for people you give it to. - Terms — shown with the code on your menu. - Earn Loyalty Rewards — No (default), or Yes to let customers still earn and use their loyalty rewards on an order with this code. Save when you are done. Choose where the code works Tick each place the code can be used: - Online — your website and app. - POS — at the counter, on the mypreorder POS. Shown if your store has the POS. - Kiosk — on the self-order kiosk. Shown if your store has a kiosk. Works on* in the promotion code editor: Online, POS and Kiosk, with POS ticked, and the note that Online is the app and website, POS is the counter and Kiosk is the self-order screen; then One use per customer* No Every code starts with all of them ticked. Untick Online for a counter-only offer, such as a seniors or uniform discount your staff apply. A code used somewhere it isn't ticked is refused with "Only available in store" online, "Not available at the counter" at the POS, or "Not available on the kiosk". - At least one must be ticked, or the code can't be used anywhere. - A code that doesn't work online isn't shown on your menu. Display on Menu is set to No and locked, with "Not shown on the menu: this code doesn't work online." - One use per customer at the POS needs the customer added to the order with Find customer first. The form reminds you: "At the POS, one use per customer codes need the customer added to the order with Find customer. They can't be used at the kiosk." See Find a customer and add them to a POS order. Staff pick POS codes from a list at checkout, so they don't need to remember them. See Apply a promo code on the POS. Limit a code to some items Applies to limits a discount to a promo group, a set of items you choose, such as Food or Coffee: "50% off Food" leaves the coffee at full price. It's there for the discount amount, discount percent and percent off one item code types. Make the groups under Promo Groups, beside New Promotion Code. See Limit a promotion code to some items with a promo group. A code for a promo group can be shown on your menu, where it says "Food only". The form notes "Shown on the menu in the latest app. Customers who haven't updated can still type the code.": an older version of your app leaves it off the menu, so it can't read as money off the whole order. Take a percentage off one item Discount percent off one item takes a percentage off a single item, such as a free coffee or half price on one meal. - Percent* — 100 makes the item free. - Max. Discount — the most it takes off, so a large or fancy coffee isn't free in full. Leave it empty for no limit. - Applies to — the promo group the item comes from, such as Coffee. Every coffee in the group counts, whatever its size or milk. With Any item, any item in the order counts. It takes the percentage off one item, never the whole line: with two coffees in the order, one is free. If several items qualify, it comes off the dearest, up to Max. Discount. Items you leave out of the group, and complimentary items, never count. With nothing from the group in the order, the code is refused with "Add a Coffee item to use this code" (your group's name). With Earn Loyalty Rewards set to Yes, a customer's loyalty reward goes first. If the reward makes their only coffee free, the code has nothing left to take off and says so. A second coffee lets it work. These codes can be shown on your menu, in the latest version of your app, as with a promo group code: the offer says "Coffee only" and "One item from Coffee, the dearest in your order." Staff pick them from the list at the POS, where the tile reads, for example, "Free Coffee (up to $6)" or "50% off one Food item". The list The list shows Code, Description, Works on (for example "Online · POS"), One use, 1st order, Expiry and Status, each row with Edit. Promotion Codes in Menu Builder: the Code, Description, Works on, One use, 1st order, Expiry and Status columns, with SENIORS10, UNIFORM15, WELCOME5 and EATIN5, each 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 list only codes ticked for Online, and 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 Oct 16, 2026

Set up a loyalty reward

1. Open Menu Builder. 2. Select Loyalty Rewards in the left-hand list. 3. Select New Reward. The fields - Name* and Description* — both are shown to customers, so write them as the offer. - Reward structure* — Apply to individual menu items or Apply to entire orders. This decides whether points accrue per qualifying product or on the order as a whole. - Points awarded on purchase* - Points required to redeem* - Redemption method* — what the customer actually gets: - Full price of menu item - Regular price of menu item only - Multiple Choice - Tiered Rewards - Average value of previous orders - Specific redemption value - Redemption Amount* — used with Specific redemption value. The loyalty reward editor: Name Free coffee, Description Buy 9 coffees, get the 10th free, Reward structure Apply to individual menu items, Points awarded on purchase 1, Points required to redeem 10, Redemption method Full price of menu item, Terms, Status Active and Save Save when done. The list shows Name, Description and Status, with Edit on each row. Which items earn points With Apply to individual menu items, the Reward Group field on each product in the menu item editor decides which items count towards which reward. Points for joining your VIP club With the advanced loyalty option, Points awarded on joining VIP credits points to this reward in the order that buys your VIP club sign-up (a product with Add VIP Tag set to Yes). The customer can spend them in that same order. Set it to the reward's Points required to redeem and their first item as a VIP is free, for example a free coffee for joining. - Once per customer at each store. Someone already in your VIP club gets nothing more, nor does someone whose other account (with the same mobile number or email) got them here before. - A guest can spend them in the sign-up order: someone made with New customer at the POS, or who hasn't set a password yet. Their other points still wait until they become a member. - With Regular price of menu item only, the reward pays the item's regular price. Extras, such as a larger size or another milk, are paid for. - A promotion code that doesn't allow loyalty rewards stops the free item in that order. The points are still credited, for next time. - With Apply to entire orders, the points are credited with the order and come off a later one. - Credit alone isn't joining: a top-up without Add VIP Tag earns no joining points. At the counter, add the customer to the order first, with Find customer or New customer, so the order is priced for them. If staff only type the customer's email at checkout, the points arrive with the order, for next time. See Sign a customer up at the POS or Kiosk. Turning a reward off Select the coloured Status label on its row and choose Inactive. Rewards at the counter Customers earn and redeem points at the POS too, once staff add them to the order with Find customer: a reward comes off by itself when they have enough points, as it does online. See Find a customer and add them to a POS order. Promotion codes and rewards together A promotion code of type Loyalty Reward hands a customer a reward directly. Note that a promotion code and a loyalty reward redemption are mutually exclusive on the same order — a customer applies one or the other, not both. If you cannot see the tab content Loyalty schemes are enabled per store, and some redemption methods need the advanced loyalty option on top of that. If the screen is empty or an option is missing, contact support.

Last updated on Oct 16, 2026

Add a backoffice login to the merchant portal

A backoffice login is a user name and password for this portal, where you run your store: orders, menu, customers, reports and settings. Give each person their own. Only an Admin can add or change them. Create a backoffice login 1. On the Dashboard, select the Users tile. 2. Select Backoffice logins in the left-hand list. 3. Select New user. 4. Fill in Name, Email and User Name. 5. Enter a Password and Password Again, or select Generate. 6. Set Admin to No or Yes (see below). 7. Leave Status at Active. 8. Select Save changes. New user: Name, Email, User Name, Password with Generate, Password Again, Admin No and Status Active, then Close and Save changes Done looks like "User saved!", and the person is in the list with their Name, User name, Admin and Status. They sign in with the User Name, not their email address. Generating a password Generate creates a ten-character password, fills both password boxes and shows it to you in a Password: … message box. That is the only time it is displayed, so pass it on before you select OK. There is no "forgotten password" link on the merchant login screen, so a lost password means an 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, then Backoffice logins. 2. Select Edit on their row. 3. Enter a new Password and Password Again, or use Generate. 4. Select Save changes. You can't change your own password this way: the password fields are hidden on your own login. Use Change Password instead. See Change your merchant portal password. Deactivate someone Select Edit on their row, set Status to Inactive and save. They can no longer sign in, and their past activity still shows against their name. Set it back to Active to let them in again. Other kinds of login The POS, the kiosk and the kitchen display don't use backoffice logins. Each has its own section under Users: - Staff: a staff PIN for each person who uses your POS and kiosks. See Give staff their own PIN for the POS and Kiosk. - POS devices and Kiosk devices: the login each device signs in with. See Add a POS or Kiosk device. - Kitchen Display (KDS): a PIN for each person in the kitchen. See Give kitchen staff a PIN for the kitchen display.

Last updated on Oct 16, 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. Reports › Sales Summary for 15 Oct 2026, with From, To, View, Print and Help: Products (Coffee, Cakes & Pastries), Rewards / Discounts, Totals (Number of Customers, Orders, Items, Net Total, Average Order Value and Average Value Per Customer), Payments (Offline - Cash) and Summary (Total Sales, Total Discounts and Total Tendered) If there is nothing in the range you get No data for the selected date(s). Complimentary items given on the POS appear on days that had some. Under Rewards / Discounts there is a row per reason, such as "Complimentary: Loyalty card (3)", then Complimentary Total. Summary adds Total Complimentary. They are not in Discount Total, and Products still counts them at full price: they were made and given away. See Make an item complimentary on the POS. 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. - Cash-ups: each POS till's close, with its Z report, float, counted cash and over or short. See Find or reprint a past cash-up. - 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). In Export (CSV), three columns help with the POS: - ordered_by: the staff member who rang the order up, when staff sign in to the POS with their own PIN. Otherwise it says Staff or Customer. See Give staff their own PIN for the POS and Kiosk. - comps and comp_reasons: the value of the order's complimentary items, and why they were given. Reports that appear for some stores only Orders Matrix and the three delivery reports are per-store modules. Cash-ups appears once the till is turned on: see Turn on the till (cash management) for your POS. 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 Oct 16, 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. At the counter, staff find the customers on this list with Find customer on the POS, by their whole mobile number or email, and add them to the order for their discount, VIP prices and rewards. See Find a customer and add them to a POS order. Reading the table Columns are Name, Status, Last order, Orders, Value, Unpaid, Credit and Tags. The Customers list: the search box with Search, Clear, Tags and Help; the Name, Status, Last order, Orders, Value, Unpaid, Credit and Tags columns, with Sarah (Guest) and Sarah Chen (Member, tagged VIP), each with Actions; then Previous and Next 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." When they sign up themselves later Someone you added, who ordered as a guest, or who was made a customer at the counter has an account without a password. If they later sign up on your website or app with the same email, they aren't given a second, empty account. Sign up says "You already have an account with [your brand]: we've emailed you a link to set your password." The link sets a password on the account they already have, so their points, VIP status and credit stay with them. If a link can't be sent just then, such as when two were sent in the last half hour, it says "You already have an account with [your brand]. Use Forgot password to set your password." instead. Export Export → Download Customers CSV. Admin only, and enabled per store.

Last updated on Oct 16, 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. Customers › Import in the merchant portal: Download Template, What this import does, the invitation email choice and the file chooser 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 Oct 16, 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) — tick Send email. It works only once your store has its own verified email service. Until then the box can't be ticked, and the note beside it says why, for example "This store has no email service configured. Set up your own Email service in Settings to send announcements by email." See Send email from your own business address. An email 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. New Announcement: the You are the sender and What we do for you notes, Target Audience* All customers, Promo Code, In-app Announcement ticked with In-app Content*, Push Notification ticked (~0 devices) with Push Content*, SMS (optional) and Email (optional), each saying the store has no SMS provider or email service configured, and Send Announcement 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 Oct 16, 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 Oct 16, 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." It lists the codes that work online: a counter-only code (with Online unticked under Works on) can't go in a QR code. See Create a promotion code. 4. Select Create. New QR Code: Table Number, which pre-selects Dine-in, and Promo Code, which pre-fills checkout, then Close and 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 Oct 16, 2026

Update your store details, ABN, GST number and socials

Settings → About. Admin only. The note at the top of the tab is the rule of thumb: "Information to share with your customers. Required fields*". The fields Required, marked with an asterisk: - Store Name* - Business Number*: your ABN in Australia, or your NZBN in New Zealand. Spaces are fine: only the digits are kept. - Address*: a second line is available underneath. - City/Suburb*, Postcode*, and in Australia State*. GST, for invoices: - Registered for GST: Yes or No. "Yes: customers get tax invoices. No: they get invoices with no GST." - GST number (New Zealand only): "For tax invoices. Your 8 or 9 digit IRD number, not your NZBN." Settings › About: Business Number* with an example ABN, 90123456703, and Registered for GST set to Yes, with the note that Yes gives customers tax invoices and No gives them invoices with no GST Optional contact details: - Phone, Fax, Email Address, Web Site Social and review links, each a full address starting https://: - Facebook Page - Instagram URL - TikTok URL - YouTube URL - Google Review URL - X (Twitter) URL Select Save Changes at the bottom. Your number on tax invoices Customers get a tax invoice attached to their order email, and staff can give one from the POS. While Registered for GST is Yes, it needs a valid number: - Australia: the Business Number, printed as your ABN. It must be your real 11-digit ABN: tax invoices check the ABN's check digits, so a typo or all zeros means no tax invoice. When you change it, saving checks it too and refuses a mistyped one with "That ABN is not valid. Check the 11 digits against ABN Lookup (abr.business.gov.au)." A number saved before that check isn't re-checked until you change it, so if your tax invoices are refused, compare it with ABN Lookup. - New Zealand: the GST number, never the NZBN. Saving refuses one that isn't valid with "That GST number is not valid. Check the 8 or 9 digits on your IRD GST registration." Without a valid number, order emails go without the invoice, and the POS says "This store has not added its ABN, so it cannot issue a tax invoice yet." (in New Zealand, "its GST number"). See Give a customer a tax invoice from the POS. Choose No only if your business isn't registered for GST. New orders then record no GST, and customers get a plain invoice that says "No GST has been charged." In Australia it still shows your ABN when it's valid. The Business Number also appears, labelled ABN or NZBN, at the foot of marketing emails you send customers. Why the socials matter The Dashboard setup checklist has an item called Add your website and socials that points here. The links are shown to customers, and a Google Review URL gives you somewhere to send happy customers. What is not on this screen - Trading hours are in Menu Builder → Menu Settings. See Change your trading hours. - Bank details are in Settings → Billing. See Update your payout bank account. - Logo and banner are in Settings → Brand. See Upload your logo and banner photo.

Last updated on Oct 16, 2026

Limit a promotion code to some items with a promo group

A promo group is a set of menu items that a promotion code can be limited to, such as Food or Coffee. A code for the Food group takes its discount off the food in the order only: "50% off Food" on a toastie and a coffee takes half off the toastie and leaves the coffee at full price. One group can serve many codes, and an item can be in any number of groups. Make a promo group 1. Open Menu Builder. 2. Select Promotion Codes in the left-hand list. 3. Select Promo Groups, then New Promo Group. 4. Type a Name, such as "Food". Each of your groups needs its own name. 5. Tick the Menu groups it covers. 6. Add any Extra items, and leave out any items it shouldn't cover (see below). 7. Check the number under Covers, then select Save. The promo group editor, below the Promo Groups back link: Name Coffee; Menu groups with Coffee (8) ticked and Cold Drinks, Breakfast, Lunch, Cakes & Pastries, Kids and VIP Club unticked; Extra items; Left out; Covers, with the number of items and Show the items; Used by Not used; then Save and Cancel Done looks like your group in the Promo Groups list. Now choose it in a code's Applies to: see Use it on a code below. Menu groups Ticking a menu group covers every item in it, including items you add to it later. A new coffee added to your Coffee menu group is covered straight away, without editing the group. That cuts both ways: retail coffee beans added to the Coffee menu group would be covered too. Leave out anything that shouldn't count. Extra items For items filed in another menu group, such as an iced coffee in Cold Drinks. Type part of its name under Extra items and tap it in the list. Select ✕ on an item to take it out again. Left out For items in a ticked menu group that shouldn't count, such as retail beans in Coffee. Type part of the name under Left out, which searches the items the group covers, and tap it. Select ✕ to put it back. Check what it covers Covers shows how many items the group covers now, such as "Covers 23 items". Select Show the items to see them, listed under their menu groups; an extra item is marked "extra". Check this before you save: it's the quickest way to spot something that shouldn't be there. Use it on a code In the code's form (see Create a promotion code), choose the group in Applies to. It's there for these code types: - Discount amount, and with min. order amount - Discount amount per item - Discount percent, and with min. order amount - Discount percent off one item, such as a free coffee from the Coffee group: see Take a percentage off one item in Create a promotion code The help line under it says "The discount is worked out on the Food items only." (for a percent off one item code, "The discount comes off the dearest Coffee item in the order.") - The minimum spend counts only the group's items. A "$5 off Food, min. $10" code on an order with $36 of coffee and $6 of food is refused with "Spend $10.00 or more on Food items to use this code". - With nothing from the group in the order, the code is refused with "Only for Food items". - A dollar discount never takes more than the group's items cost. "$1 off each Food item" on three 50c cookies takes $1.50, not $3. - A code for a promo group can be shown on your menu, where it says "Food only" and "Only on Food." Only the latest version of your app shows it; customers who haven't updated can still type the code. On the POS, staff see the same "Food only". - A customer on a very old version of your app is asked to update it. GST: the discount comes off the GST of the items it covers, not the whole order's. "50% off Food" on GST-free food doesn't reduce the GST on a coffee in the same order, and the tax invoice shows it the same way. Change or delete a group Select Edit on its row in the Promo Groups list. A change applies straight away to every code that uses the group. Delete Group is refused while a code uses the group, even an inactive one, because it could be switched back on: "Coffee can't be deleted while a code uses it: FREECOFFEE. Change that code's "Applies to" first." The list Promo Groups shows each group's Name, what it's Made of (for example "1 menu group, 2 extra, 1 left out"), how many items it covers now (Items now) and the codes that use it (Used by), with inactive ones marked "(inactive)". Copying a menu to another store Copy Menu brings your promo groups along. A group with the same name at the other store gets the copied menu groups and items, so that store's own codes keep working. If a code's group can't be filled at the other store, because its items weren't copied, the code is switched off there. Copy Menu tells you which, for example "Promo code FREECOFFEE was switched off: its promo group's items weren't found".

Last updated on Oct 16, 2026