Order-Level Procedures

This section describes the procedures that can be performed against an entire order.

Save an Order

Save Order provides the ability to access, edit, and/or tender an order at a later time from the same terminal or a different terminal. The system can now be configured to enable the order taker to save an order before an item is added to it, i.e. an empty order.

Depending on how the system is configured, an empty order can be saved. This feature allows a customer to retain their place in line if they are not ready to place their order initially.

Saved orders are accessible from the Open and Suspended Orders screen.

To save an order:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Save Order.

Tip

Select Save & Print from the Options menu to save the order and print a receipt.

Suspend an Order

Suspend an Order provides the ability to access, edit, and/or tender an order at a later time.

Suspended orders are accessible from the Open & Suspended Orders screen.

To suspend an order:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Suspend Order.

Resume a Saved or Suspended Order

To resume a Saved or Suspended order:

  1. From the upper-left of the screen, select the hamburger icon hamburger_menu_icon to open the System Navigation menu.

  2. From the System Navigation menu, select Open Orders.

    • Orders are sorted by their order destination.

  3. Locate the order to resume.

  4. Select Resume

    • The order opens in the Order Entry screen and is ready for additional actions.

Tip

A New Order button is available in the header of each order destination column (excluding Online Orders). Select New Order to start a new order for that order destination.

Void a Saved or Suspended Order

To void a Saved or Suspended order:

  1. From the upper-left of the screen, select the hamburger icon hamburger_menu_icon to open the System Navigation menu.

  2. From the System Navigation menu, select Open Orders.

    • Orders are sorted by their order destination.

  3. Select the order to void. The order details are displayed.

  4. From the lower-right of the screen, select Options.

  5. From the Options menu, select Void Order.

  6. When prompted, select the reason for voiding the order (if applicable).

  7. When prompted, use the popup keyboard to type a comment about the voided order (if applicable).

  8. When prompted to confirm the void, select OK.

Note

Voiding an order may require manager approval.

Change the Order Destination

To change the order destination for an order:

  1. From the upper-left of the screen, select the down arrow next to the order destination list.

  2. From the dropdown, select the order destination. A green circle appears on the upper-left of the selected order destination.

Split an Order

Split an order and move its items and/or order segments to new orders, or share its items with new orders, allowing the split of order item costs among multiple individuals.

Note

Splitting an order may require manager approval.

Move Items to New Orders

To move items from the current order to new orders:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Split Order. The Split Order screen is displayed.

    • The current order is displayed in the left panel of the Split Order screen.

    • Orders assigned to the same table number as the current order are displayed in the panel on the right.

  3. From the footer of the Split Order screen, select Move Items.

    • When the Split Orders screen is open, this toggle is set to Move Items by default.

  4. In the panel on the left, select the order item(s) to move. Selected items are highlighted.

    • To deselect an item, tap it a second time.

    • To move an order segment, select the segment header. The entire order segment is highlighted when selected.

  5. In the panel on the right, locate the new order for the items/order segment, and then select Move Here. The selected items/order segment are moved to the new order.

    • Another new order is added to the panel on the right with the Move Here icon. This enables the order taker to move items to another new order (if necessary).

  6. Once all the applicable items/order segments are moved to new orders, perform one of the following steps:

    • To save all orders, select Save in the screen footer.

    • To save all orders and print a receipt, select Save & Print in the screen footer.

    • To tender an order, select PAY in the order footer.

      • Once the order is tendered, the Split Order screen appears. Select Print Receipt on the tendered order to print a receipt.

      • Once all orders are tendered, the initial Split Order screen appears.

    Tip

    To move an item/order segment to the original order, select the item/segment header, and then select Move Here on the original order.

Split an Order: Move a Specific Quantity of Items

To move a specific quantity of items from the current order to new orders (e.g. to move two (2) of three (3) Nachos):

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Split Order. The Split Order screen is displayed.

    • The current order is displayed in the left panel of the Split Order screen.

    • Orders assigned to the same table number as the current order are displayed in the panel on the right.

  3. From the footer of the Split Order screen, select Move Items.

    • When the Split Orders screen is open, this toggle is set to Move Items by default.

  4. In the panel on the left, locate the order item(s) to move.

  5. To the left of the item(s) to move, select the quantity area.

  6. Use the plus + and minus - buttons to specify the quantity to move, and then select Done.

  7. In the panel on the right, locate the new order for the items, and then select Move Here. The selected items are moved to the new order.

    • Another new order is added to the panel on the right with the Move Here icon. This enables the order taker to move items to another new order (if necessary).

  8. Once all the applicable items are moved to new orders, perform one of the following steps:

    • To save all orders, select Save in the screen footer.

    • To save all orders and print a receipt, select Save & Print in the screen footer.

    • To tender an order, select PAY in the order footer.

      • Once the order is tendered, the Split Order screen appears. Select Print Receipt on the tendered order to print a receipt.

      • Once all orders are tendered, the initial Split Order screen appears.

    Tip

    To move an item/order segment to the original order, select the item/segment header, and then select Move Here on the original order.

Share Items

To share items on the current order with other orders:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Split Order. The Split Order screen is displayed.

    • The current order is displayed in the left panel of the Split Order screen.

    • Orders assigned to the same table number as the current order are displayed in the panel on the right.

  3. From the footer of the Split Order screen, select Share Items.

  4. In the panel on the left, select the order item(s) to share. Selected items are highlighted.

    • To deselect an item, tap it a second time.

    • To move a specific quantity of an item (e.g. to move two (2) of three (3) Nachos):

      • To the left of the item, select the quantity area.

      • Use the plus + and minus - buttons to specify the quantity to move, and then select Done.

  5. In the panel on the right, select Share Here on each order that will share the item(s).

    • A check icon is displayed on each selected order.

    • When Share Here is selected for a new order:

      • A check icon is displayed on the order.

      • Another new order is added to the panel on the right with the Share Here icon allowing to share items with another new order (if necessary).

  6. In the screen footer, select Done.

  7. From the Split Order screen, perform one of the following steps:

    • To save all orders, select Save in the screen footer.

    • To save all orders and print a receipt, select Save & Print in the screen footer.

    • To tender an order, select PAY in the order footer.

      • Once the order is tendered, the Split Order screen appears. Select Print Receipt on the tendered order to print a receipt.

      • Once all orders are tendered, the initial Split Order screen appears.

    Important

    Applied item-level discounts are removed from shared items.

Split Order Segments in Share Items Mode

To split all order segments from the current order, select Split All Seats from the message panel in Share Items mode.

  • The first order segment remains on the original order in the panel on the left of the Split Orders screen.

  • New orders are created for all the other segments. New orders are displayed in the panel on the right of the Split Orders screen.

Cancel an Order

Cancel an order before it is tendered or saved. This option is helpful in the event of an order entry mistake, customer walkout, or any other situation that requires the dismissal of an order.

Once the order is cancelled, a new order is opened with a new order number.

To cancel an order:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Cancel Order.

  3. When prompted to confirm the operation, select OK.

Note

Manager approval may be required to cancel an order.

Order-Level Comments

The order taker can add a comment or special instruction to an order for the kitchen staff.

Add an Order-Level Comment

To add a comment (or special instructions) to an order for the kitchen staff:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Add Comment.

  3. In the popup Comment field, type the comment using the alphanumeric keyboard.

  4. Select Done. The comment is displayed below the order item listbox.

Edit an Order-Level Comment

To edit an order-level comment:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Edit Comment.

  3. In the Comment field of the popup, use the alphanumeric keyboard to edit the comment .

  4. Select Done.

Delete an Order-Level Comment

To delete an order-level comment:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Delete Comment.

Resend an Order to the Kitchen

In the event the printed kitchen ticket for an order is lost, resend the order to the kitchen to reprint the ticket.

To resend an order to the kitchen:

  1. From the upper-left of the screen, select the hamburger icon hamburger_menu_icon to open the System Navigation menu.

  2. From the System Navigation menu, select Order History.

  3. From the Order History screen, select the order to resend.

  4. From the lower-right of the screen, select Options.

  5. From the Options menu, select Re-Send to Kitchen.

Loyalty Transactions

A loyalty program identifies registered customers, tracks their transaction history, and generates point-based and/or promotion-based rewards, which are redeemable in the form of discounts.

To add a loyalty transaction:

  1. On the Order Entry screen, above the order item listbox, select the customer icon customer_icon.png.

  2. From the Identify Customer window, scan the loyalty card with the barcode scanner -OR- use the numeric keypad to type the customer's phone number or loyalty account number.

    • Once the loyalty account is identified, the customer's name is displayed above the order item listbox.

    • The following actions are available from a dropdown menu next to the customer's name:

      • Remove Customer - Remove the current customer from the order.

      • Change Customer - Open the Identify Customer window to lookup a different customer loyalty account to add to the order.

  3. Enter the order.

Scan the Loyalty Card Using a Camera

Note

The following is an optional feature that may not be available.

To scan a loyalty card with an integrated camera:

  1. From the upper-right of the Identify Customer window, select the camera icon.

  2. Use the integrated camera to scan the QR code on the loyalty card.

Search for a Loyalty Account

From the upper-right of the Identify Customer window, select the search icon search_icon.png to search for an account using the following criteria:

  • Customer name

  • Email address

  • Phone number

  • Loyalty card code

Redeem a Loyalty Discount

To redeem a loyalty discount:

  1. Above the order item listbox, select the customer/barcode icon.

    • This icon is not available until at least one item is added to the order.

    • This icon is available from both the Order Entry and Tender screens.

  2. From the Customer Code popup, enter the reward barcode using one of the following methods:

    • Scan the barcode with the barcode scanner.

    • Use the provided alphanumeric keypad to type the barcode -OR- select the keypad icon to open a numeric keypad.

    • Select the camera icon to scan the barcode using an integrated camera (if available).

  3. Select Submit to submit the barcode and apply the discount to the order.

Capture Customer Information

Capture information about a customer such as their name, address, or vehicle description to ensure accurate order delivery.

To capture customer information for an order:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Order Information.

  3. On the Order Information form, locate the applicable order information to capture. If necessary, tap and drag the form up and down to access additional sections that do not fit on the screen.

  4. Type the information in the provided fields using the popup keyboard. The following table describes each of the sections on the Order Information form.

    Note

    Depending on how the system is configured, some sections may not be available.

    Section

    Description

    Vehicle

    Select the color and type of the customer's vehicle and add any optional comments.

    Vehicle information helps the drive-thru team to quickly recall/locate drive-thru orders and deliver the correct order.

    General Information

    Type the table tent ID for the order in the provided field.

    Customer Information

    Type the customer's name, email address and phone number in the provided fields.

    Address

    Type the customer's home address in the provided field.

    Pickup/Delivery Information

    Type the pickup/delivery date and time requested.

  5. Select Save Order Information.

Note

If the Ordering application is setup to automatically capture customer information for an order, the Order Information form opens when Total or Save is selected.

Reprint Last Order Receipt

The order taker can reprint the receipt for the last order entered on a terminal.

To reprint a receipt:

  1. From the lower-left of the screen, select Options.

  2. From the Options menu, select Re-Print Last Order.

  3. When prompted to confirm the operation, select OK.

Create a Refund Order

To refund selected menu items:

  1. From the upper-left of the screen, select the hamburger icon hamburger_menu_icon to open the System Navigation menu.

  2. From the System Navigation menu, select Functions.  

  3. From the Orders column of the Functions screen, select Create Refund Order.

  4. From the Select Items to Refund screen, select the items to add to the refund order.

  5. From the lower-left of the screen, select Refund.

  6. From the Refund Order screen, select the applicable pay type.

Refund a Specified Amount

To perform a Refund Specified Amount transaction:

  1. From the upper-left of the screen, select the hamburger icon hamburger_menu_icon to open the System Navigation menu.

  2. From the System Navigation menu, select Functions.  

  3. From the Orders column of the Functions screen, select Refund Specified Amount.

  4. From the Start Refund Order popup, use the numeric keypad to enter the refund amount.

  5. Select Apply.

  6. From the Refund Order screen, select the applicable pay type.

Create a Waste Order

A waste order transaction allows the input of selected menu items as waste. This action removes the ingredients from inventory.

To create a waste order:

  1. From the upper-left of the screen, select the hamburger icon hamburger_menu_icon to open the System Navigation menu.

  2. From the System Navigation menu, select Functions.  

  3. From the Orders column of the Functions screen, select Create Waste Order.

  4. From the Waste screen, select the items to add to the waste order.

  5. From the lower-left of the screen, select Waste.

  6. When prompted, select the reason code for the transaction (if applicable).

  7. When prompted to confirm the transaction, select OK.

  8. From the Waste Order Finalized popup window, select OK.

Online Orders

An online order is an order that a customer places via the store’s website or the Online Ordering application. An "Information" toast notification is displayed on all terminals when an online order is received.

View Online Orders

The Open & Suspended Orders screen includes an Online Orders lane that lists all online orders that have been sent to the kitchen.

The orders listed in the Online Orders lane are sorted by Pickup Date/Time in ascending order.

The Online Orders lane includes orders in the following status:

Order Status

Description

Open

  • Tap the order to add items or adjust existing items.

  • Tap the Pay button to tender the order. Once the order is tendered, it is automatically "checked in" and removed from the Online Orders lane.

Partially Paid

  • Tap the order to view its contents and access the following options: Pay, Reprint Receipt, and Resend to Kitchen.

  • Tap the Pay button to tender the order. Once the order is tendered, it is automatically "checked in" and removed from the Online Orders lane.

Paid

  • Tap the order to view its contents and access the following options: Check In, Reprint Receipt, and Resend to Kitchen.

  • When the customer arrives and receives their order, tap Check In to "check in" the order. Upon confirmation, the order is removed from the Online Orders lane and timestamped.

Note

Paid and Partially Paid online orders cannot be adjusted or voided.