Ordering Process Flow
When customer makes an order from the online ordering site, the order will be sent to the POS.
In the app, an online order's notification with details will be displayed at the top of the screen.
This notification will remain at the top until action is taken.
Click on the red Dismiss button to ignore the incoming order or click anywhere on the black bar to open up the order.
When there's a pending order, the iPad's ringer will continuously beep.
Do ensure ringer and alerts volume is turned on in the iPad settings.
Upon clicking on the incoming online order. The order's details will show up.
Do respond within 3 minutes as the customer is waiting for a reply/confirmation after the order is sent.
If Accept is clicked, select the estimated time to completion and click on Accept again.
Upon acceptance, orders will be printed to kitchen immediately.
On the other side, customer will be told that their order is in progress with the estimated completion time.
Separetely, ordering customer will receive "Order Confirmed" email and it is CC to your store's email as well.
If Reject is clicked, do reply customer with a reason giving them a better ordering experience.
If notification is missed due to change of screen, click on Functions on the right top, look for Online Order to respond to the order.
Manage Online Order
Types of Email
All is good. Order is accepted by cashier and it is printed to the kitchen.
Email is received by both customer and store.
Someone made an order and it was sent to POS, however no response/reply from store.
This email is sent to store and no email will be sent to the customer as they are notified through the online ordering web interface.
You can choose to ignore this order or call to customer to query them if they still wish to proceed with the order.
If they wish to proceed, they either have to re-order through the web or you will need to enter the order to the POS manually.
This email will only be sent to customer when they pay using online payment and the order is not sent to POS.
Separately, system sends another email titled 'Order Not Placed' to store's email.
Order Not Placed
For whatever reason, the pos were not able to receive the order.
Look for the error message in the email and resolve accordingly.
An email that is sent to the customer and store to notify them that the pre-order is received.
The actual order will be sent to your POS at the specified time configured in pre-order settings.
You will need to accept the order later on to process the order.