Processing and Fulfilling Online Table Orders

After a customer completes an online table order, the system assigns a status (Open, Processing, Complete), staff can be alerted by a chime and manage orders accordingly, and notifications (SMS, or emails) keep customers informed.

Step 1: Configure Default Order Status in POS Facility Settings

1. Navigate to Operations -> POS Facilities and click on the POS Facility that has been set up for online table ordering:

2. Scroll down to the Online Ordering Section:

   
   
   
   
3. Select your Default Order Status:

Open	Use this status to alert staff to a new order in the POS The number of Open orders are indicated by a count displayed next to the "ORDERS" tab on the POS menu Staff can let the order sit for a few minutes before changing the status to Processing If enabled, changing the status will send an email or SMS to the client, informing them that their order is being prepared Example message: "Your order is being prepared and will be ready in 15 minutes." The order can then be changed to Complete. The customer will receive an email or SMS (if enabled) saying their order is ready for collection at the counter. Example message: "Your order is ready for collection at the counter." If CHIME FOR NEW ORDERS is set, the POS machine will chime once when a new order with this status is received If CHIME FOR OPEN ORDERS is set, the POS machine will keep chiming until the order status is changed to Processing or Complete
Processing	Use this status if your production dockets are automatically set to print when an order is received, requiring no staff intervention to acknowledge the order When the order is complete, staff can update the status to Complete If enabled, changing the status will send an email or SMS to the client, informing them that their order is complete Example message: "Your order is ready for collection at the counter."
Complete	Use this status if you are providing table service in your venue It is suitable when dockets are automatically set to print upon order receipt, requiring no staff intervention to acknowledge the order When the order is complete, staff will deliver it to the client, eliminating the need for any email or SMS communication with the client

Important Notes:

• All orders processed through this POS Facility will inherit this selected status
• The Email and SMS communications are optional, but you can still use the status changes to help manage and action items in the POS effectively
• To use SMS messaging, you'll need to subscribe to an SMS service. Currently, you can choose between SMS Global or Sinch Message Media

Step 2: Set up Audible Alerts for Open Online Orders

1. Set up a single audible alert for new orders with the following settings:

   
   
   

   Default Order Status = Open

   Chime for New Orders = Yes

   
   
   

   Any POS Device using this POS Facility will emit a single audible notification to alert staff immediately when a new order is placed through online table ordering.

   
   
   
   
   
   
   
   
   

2. Set up periodic audible alerts for open orders with the following settings:

   
   
   

   Default Order Status = Open

   Set Chime for Open Orders = Yes

   Chime Interval = 5

   
   
   

   Any POS Device using this POS Facility will emit an audible notification every 5 seconds for orders with a status of Open. This will continue until the order status is changed to either Processing or Complete. If you prefer less frequent alerts, you can adjust the Chime Interval setting.

   
   
   
   

Step 3: View the Orders on your POS Device

1. Online orders will be shown on the POS Device that is using the POS Facility:

   
   
   
   

2. Click on the EYE icon to:

• View the details of the order
• Print the Receipt or the Kitchen Docket
• Change the status of the order

• View the Thermal Receipt:

  

• View the A4 Receipt:

  

• View the Kitchen Docket: