Review orders and handle service calls

Overview#

Order Management lists the orders placed from the table ordering tablets (iPad) and from staff devices. An order's status follows what staff do on the shop's iPad (accepting, serving, checkout). Use this screen to review orders and cancel one when needed.

Service Calls shows the calls guests make from their table, so you can mark them as handled.

Steps#

Review orders#

1. Open Orders & menu → Orders.
2. Switch between In Progress, Completed, Cancelled and All at the top. In Progress (Pending through Served) opens first.
3. Filter by shop, status or type (Dine-in / Takeout) if needed.
4. The search box takes the order number, the daily number (the digits in #001), the guest's name or phone number.
5. Click the order number or the eye icon to open Order Detail.

Cancel an order#

1. In the list, click the Cancel icon (the "no" sign) on the order's row.
2. Enter a Cancel reason (optional).
3. Click Cancel.

You can cancel only unpaid orders that are not Completed or Cancelled. Cancelling puts the stock back and frees the table.

Handle service calls#

1. Open Orders & menu → Service Calls.
2. On the Call History tab, look for calls marked Pending.
3. When done, click Mark Handled on the row.
4. To clear several at once, tick them and click Batch Handle.

Create call types (for example "Call staff" or "Water") with Add Type on the Call Types tab. Set Scope to All Shops to use a type everywhere, or pick a shop to limit it.

On the screen#

Order status#

• Pending: placed, not yet accepted by the shop
• Confirmed: accepted by the shop
• Preparing: being cooked
• Served: brought to the table
• Completed: paid (shown on the Completed tab)
• Cancelled: cancelled

Source#

• iPad: ordered on the table ordering tablet
• Staff: entered by staff on a device
• Mini-program: ordered from a smartphone mini-program
• Other: anything else

Order Detail#

• Basic Info: order type, table, guests, source and shop
• Order Items: additional orders are split into Initial Order and Additional Order #N, with time and source. Specs, add-ons, set contents and notes are shown too.
• Price Breakdown: subtotal, tax (10% / reduced 8%), discount and Total (Tax incl.)
• Payment Info: payment status, method and split payment
• Timeline: order, confirmation and completion times, and duration

Orders from guests who came in on a reservation show the reservation number and name under the order number.

FAQ#

• Can I move an order to Preparing or Completed here? No. The status follows what staff do on the shop's iPad.
• I want to cancel a paid order. Paid orders cannot be cancelled on this screen.
• How do staff notice a service call? The shop's iPad plays a sound and shows an alert. If a printer has Call turned on under auto-print, a slip prints too. → Set up tables, areas and printers
• The Service Calls list doesn't update. The screen doesn't refresh on its own. Reload the page.