Running Orders Day to Day

For owners, managers and counter staff: how an order moves from placement to handoff, and where you act on it.

Where to find it

• Sidebar › Operations: the live order board, with a Counter view for handoff and a Kitchen view for tickets (see Kitchen and display screens).
• Sidebar › Orders: every order, to search, cancel or refund.
• Store Settings › Services › Online Ordering: Order Types, Order Ahead (scheduling) and Order Flow (confirming orders).
• The staff app's Orders tab: the same queue on the store iPad or a phone (see Staff apps).

How an order moves

An order goes from Pending to Confirmed, Preparing, Ready and Completed. It can also be Cancelled, or Returned when it was made but the guest never got it. Delivery and locker orders stay at Ready while the food is on the road or in the locker.

Good to know

• Orders confirm automatically by default. Turn off Auto-confirm orders in Order Flow and staff accept each new order on Operations or in the staff app.
• Under Order Ahead, choose ASAP only or Allow scheduling. A scheduled order shows on the day it's due; use Tomorrow on Operations to look ahead.
• Curbside guests tap I'm Here! from their confirmation, and staff see the arrival on Operations and in the staff app.
• To cancel or refund, find the order on Orders: Cancel Order for an active order (with no, a full or a partial refund), or Issue Refund for a paid order that's already finished. Delivery fee rules are in OpenPOS Delivery fees and refunds.
• If a paid pickup order runs late, staff get an alert in the staff app, even if you don't use the AI Manager.

If something's not working

• No new-order alerts: check the sound is on in Operations, and tap Turn on when the staff app offers alerts.
• Orders waiting at Pending: check Order Flow. With Auto-confirm orders off, staff confirm each one on Operations.
• Still stuck? Sign out and back in, or email [email protected].