Online orders

Who this is for: cashiers, waiters, supervisors and managers on shift. Menu: Online orders (storefront.view to see; accepting, rejecting, firing and handing over need storefront.orders; the Enquiries tab needs storefront.enquiries). Setting up the site: Ordering site set-up. Delivery and riders: Delivery.

Online orders are ordinary orders. They carry the same order numbers, appear in the till’s open orders, go to the same kitchen, bar and barista screens and the expeditor, print the same receipts and count in the same reports. This page is the storefront’s view of them.

The board

The page opens on your branch (change it with the branch switcher). Each order is a card: number, Pickup / Delivery / Table, customer and phone, items and total, how it is paid (Paid online, Awaiting online payment, Pay on collection, Cash on delivery, Pay at table), when it was placed and for when (scheduled) or promised, the address, allergies in red, and the delivery code, status and courier. Tap the number for the full order (lines with modifiers, notes, rider directions, e-mail, payments).

New orders and changes appear by themselves (and the board refreshes every 30 seconds anyway). If the storefront accepts orders automatically the header says so and paid orders skip New.

Accept

Accept → Ready in: Usual time (the storefront’s pickup or delivery lead) or 10–90 minutes. The customer’s tracking page shows the promised time.

• ASAP orders go to the kitchen at once.
• Scheduled orders move to Scheduled and go to the kitchen at the promised time less the preparation time. Fire now sends one early (a big order, a quiet kitchen).
• An order paying online cannot be accepted until the payment is confirmed; its card says Awaiting online payment. Unpaid online orders are cancelled automatically after 30 minutes.

Reject

Reject → a reason (the customer sees it). Anything paid online is refunded in full automatically and the delivery is cancelled. You can reject until the order has gone to the kitchen; after that, void it at the till like any other order. A customer can cancel their own order from the tracking page only while it is still New and unpaid.

Hand over (pickup)

When the customer arrives: Hand over.

• Already paid → Hand over.
• Pay on collection → choose the payment method, type what was tendered (cash — change is worked out as at the till) or the reference, then Take payment & hand over. You need a till open for cash, as at the till.
• If the kitchen has not marked it ready you are warned; you can still hand it over.

Handing over clears it from the expeditor, and the order closes once it is fully paid — points, customer statistics and stock are recorded then. Paid-online orders stay open until they are handed over; that is why you may see paid orders among the till’s open orders.

Table orders

Guests who scan a table’s QR code order to that table: the items go straight to the kitchen on the table’s bill (a new dine-in order opens if the table has none) and the bill is paid at the table as usual. They appear on the board as Table for reference; nothing needs accepting.

Delivery orders

Delivery orders are accepted here like any other; everything after Ready — assigning a rider, pick-up, delivery, cash — happens on Delivery (the Dispatch link on the card and in the header).

Enquiries

Catering, private hire, event and general enquiries from the site arrive on the Enquiries tab (ENQ-00001), newest first, with the contact, date, time, guests, budget, the event they asked about and their message. Update sets the status (New → Contacted → Quoted → Won / Lost / Closed) and a note for your colleagues.

Quick answers

• The customer says they paid but the order says awaiting payment. The provider has not confirmed yet; the tracking page’s I’ve paid — check now asks the provider again. Never mark it paid by hand — take a payment at the counter if needed.
• We ran out of an item after the order came in. Reject with a reason (and 86 the item — the site stops offering it at once), or call the customer and change the order at the till.
• Where do I see who accepted it? In the audit log (storefront.order_accepted / storefront.order_rejected, with the user and time).