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Accept online orders at the branch
An order from your ordering site reaches the branch's kitchen display within seconds with a chime, and is not prepared until a staff member accepts it and sets a prep time. Here is accepting, rejecting and what comes after.
On this page
Before you start
- The kitchen display is open at the branch on a device connected to the internet.
- The Advance order status permission, which every role has by default.
Ordering-site orders don't go through the till. They land straight in the New column of the kitchen display at the branch the customer picked, with a chime, and carry an Online badge instead of POS. A card order does not appear until its payment is confirmed.
Accept or reject the order
Step 1: In the POS, open Kitchen.
Keep Sound on so the device chimes for every new order. The browser needs one tap on the screen before it allows sound.
Step 2: Tap Accept order on the new order's card.
Step 3: Choose the Prep time (minutes): 10, 15, 20 or 30.
The default is 15. The customer sees it on their order page. The same window also lets you Print kitchen ticket.
Step 4: Tap Accept.
Or tap Reject order, then Confirm reject?, to cancel it; the customer sees that the order was cancelled, with the branch's phone.
Prepare and hand over the order
Once accepted, the order moves on with one button on its card: Start preparing, then Order ready. For pickup, tap Complete order when you hand it over. For delivery, tap Out for delivery when it leaves, then Delivered when it arrives. The two delivery buttons are also on the POS Orders screen.
| What staff see | What the customer sees on their order page |
|---|---|
| New | Order received |
| Accepted | Order accepted |
| Preparing | Being prepared |
| Ready | Ready for pickup or Ready to go |
| Out for delivery | On its way to you |
| Completed or Delivered | Picked up — enjoy! or Delivered — enjoy! |
| Cancelled | We are sorry — your order was cancelled |
Print online tickets automatically
Nobody stands at the till to print an online order's ticket, so the kitchen display can print it by itself the moment the order arrives. Tap Auto-print off at the top of the screen so it reads Auto-print on on this device. Turn it on for one device per branch only, or the ticket prints once on every device. Till orders are not auto-printed, because they print from the payment screen.
Can online orders be accepted automatically?
No. A branch staff member accepts each ordering-site order and sets its prep time.
The customer paid by card, so why hasn't the order appeared?
The order reaches the kitchen once the payment gateway confirms the payment. If the payment wasn't completed, the order stays pending payment and never reaches the kitchen.
How do I cancel an online order after accepting it?
From the POS Orders screen with Cancel order, as long as it isn't Ready yet. This needs the Cancel / void orders permission. More in Orders, cancellations and returns.