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Online Orders (till-side)
Use this page when you need to accept, reject, or adjust an order that arrived from your online store (web checkout, WhatsApp order, or the Manage Online Store add-on) at the till.
Goal
You need to see the orders that came in from your online store, accept the ones the store can fulfil, reject the ones it cannot, and adjust the line items before they go to the till's prep or kitchen queue.
Where this happens
- On the till (Retail POS App or Restaurant POS App): open Online Orders from the till home screen or drawer.
- In the back office (Core App): order lists and adjustments also appear under Add-ons & Integrations → Manage Online Store when the add-on is enabled for your franchise.
The till is where orders arrive and are accepted in real time; the back-office view is where supervisors review the day's online orders and reconcile any issues.
Prerequisites
- You are signed in to the till with a role that has online-order permission.
- The Manage Online Store add-on is enabled for your franchise; otherwise the screen is empty.
- The store's stock list, prices, and prep time are up to date.
Steps
1. Open Online Orders on the till
On the till home screen or drawer, tap Online Orders (route /online-orders, screen title Online Orders). New orders show at the top with the customer's name, order time, and items.
2. Filter the list (optional)
The header has three filters and a date-range selector:
- Status — pick from the status dropdown (PENDING, CONFIRMED, PREPARING, READY, OUT_FOR_DELIVERY, AWAITING_CUSTOMER, COMPLETED, CANCELED, DENIED).
- Payment — filter to Paid or Pending only (or leave on All Payment).
- Date range — narrow the list to a window using the range selector.
- Tap Filter to apply.
3. Review the order
Tap an order card to open the Order Details modal. Check:
- Items — every line is in your stock list and available.
- Quantities — matches what the customer paid for.
- Customer — the delivery or collection name and contact.
- Payment method — Cash, Card, EFT/transfer, or wallet icon on the card.
- Time — the order is still within the time you can fulfil it.
4. Accept, reject, or adjust
- Accept (PENDING orders) — the order is good. The till moves it into the prep / kitchen queue and follows your normal till flow (kitchen ticket, sale, payment).
- Reject (PENDING orders) — the order cannot be fulfilled. A dialog opens: pick one of the predefined reasons (Store closed, No stock, Customer cancelled, Payment not received) or type a custom reason. The customer is notified through the online store.
- Adjust (PENDING orders) — open the dialog and change the quantity of the first line; save to send the adjusted qty to the online store.
5. Move the order through the workflow
After Accept, the order goes through additional status steps. The action button on the card reflects the next legal transition:
- Start Preparing (CONFIRMED → PREPARING)
- Mark Ready (PREPARING → READY)
- Complete (READY → COMPLETED for collection; for delivery orders the button is Cancel until delivery completes)
- Cancel — drop the order at any state.
Tapping any of these opens a status-update dialog; you can add Notes (optional) before confirming.
6. Hand the order to the till flow
Once accepted, the order follows the same flow as any other sale:
- Restaurant till: kitchen ticket prints, the waiter completes the sale, payment is taken on collection or delivery.
- Retail till: the order is packed, the cashier rings it up, payment is taken.
Expected result
- Accepted orders appear in the till's normal sales / kitchen flow with the correct items.
- Rejected orders have a reason recorded and the customer is notified.
- Adjusted orders reflect the agreed changes; the customer sees the new total before payment.
Edge cases
- An item is missing from your stock list. Reject the order or remove the missing line; ask a supervisor to add the item to stock before the next order arrives.
- The customer paid online but the till shows a different total. Keep the customer's reference number, accept the order with the agreed lines, and tell your supervisor — they will reconcile against the online store.
- You cannot see Online Orders on the till. The Manage Online Store add-on may not be enabled for your franchise, or your role does not have permission; ask your franchise admin.
- The till is offline. New online orders do not appear until the connection returns; the till processes in-store sales as normal.
- A duplicate order appears. Reject the duplicate and tell the customer through the online store.