Order details

Use the order screen to check an order, reprint it, or change it after it’s sent. It shows everything about one order, with a button for each change. Open an order from Orders.

Find an order by number

On iPad:

In Orders, choose the day the order was placed.
Tap the magnifying glass at the top right.
Enter the order number and tap Search Order.

You must be signed in as the order’s server, or have full access. Otherwise the POS shows Please login as <name> to view this order or No Access. Order is under <name>. If no order that day has the number, it shows No matching order found.

Change details on the order screen

The order screen shows the order’s due time, server, status, customer, items, and payments. A red total means the order isn’t fully paid. On a canceled order, a red line shows the cancel note.

Some parts of the screen can be tapped:

Server name, or Select, at the top left: change the server.
Total: open Tax Exempt. Third-party orders don’t offer this.
Phone icon: edit the customer’s phone number.
Delivery address: edit it while it can still change.
Order discount (its name and percentage): tap it, then Delete, to remove the discount.
Items: tap items to select them for Reprint Selected. A selected item turns green.
Printer icon on a payment: print that payment’s receipt as a Customer Copy, Restaurant Copy, or Both.

A Delivery order with a courier also shows the courier’s status. See Courier delivery.

Order log

On iPad, a column to the right of the items lists the order’s history:

Printing Jobs: tickets waiting in this iPad’s print queue, when there are any.
Print Log: each print, newest first, with its time and, when it printed from another iPad, that iPad’s name. A failed print shows an orange warning icon and the reason.
Action Log: changes made to the order, newest first, with their time and any amount.

Pull down on the log to refresh it. On iPhone, the log is in the Print sheet.

Bottom row

The row under the items can show:

A note about the order. Online orders show Use Edit to Change Time, Adjust Charge, or Make a Refund if needed. Third-party orders paid through the platform show This is a 3rd party order. Please contact the platform directly for more action. Third-party orders the customer pays for in the restaurant show Customer pays at pickup. until they’re paid.
Front, on orders entered on the POS. It sends the order to the Customer-Facing Display and shows Sent to customer-facing display.
1 Voided Item or <count> Voided Items when items were voided. Tap it to see each voided item with its amount, reason, and time.
The gear icon. Tap Show Printer to show which printers each item goes to, or Hide Printer to hide them. The iPad remembers your choice.

Order actions

The action row shows only the buttons that apply to the order.

Button	What it does
`Print`	Opens the `Printing Center`. See Reprint tickets and print receipts.
`Rush` / `Normal`	Marks the order Rush, or returns it to normal. See Mark an order Rush.
`Edit`	Opens the edit menu. See Edit menu.
`Add`, `Repeat`	Add or repeat items.
`Tab`	Opens the order’s card tab, when the business uses tabs.
`Member`	Links a member to the order. See Member.
`Text`	Opens order messaging.
`Split`	Splits the check.
`Void`	On an open kiosk order with one charge, voids that charge. With more than one charge, it opens the payment screen. See Void Payment.
`Pay`	Opens the payment screen.
`Reopen`	Reopens a fulfilled order, up to 48 hours after its due time.

Add, Repeat, and Split appear only on an open order entered on the POS that has no payment or split checks yet. Edit doesn’t appear on a third-party order, a closed order, or an order with split checks. Text doesn’t appear on a third-party order. Member appears only when the business has the Member Program and no member, phone number, or points redemption is on the order yet.

On an order entered on the POS, Edit offers:

Edit Table, Time, Type: change the order’s table, time, or order type.
Edit Time: on an order with a booked courier. See Courier delivery.
Apply Discount: see Discounts.
Gift Card Discount: when the order sells a gift card. See Discounts.
Void Items: see Void Item.
Cancel Order: see Cancel Order.
Tax Exempt: see Tax Exempt.
Partial Refund: on an order paid with a Stripe reader. See Refunds.

On an online or kiosk order, Edit offers Edit Time, Cancel Order (Full Refund), Partial Refund, and Adjust Price (Charge Extra). An online Pick Up order can also offer a change to Delivery. See Courier delivery.

Every edit except Edit Table, Time, Type and Tax Exempt asks for a manager when the signed-in staff member doesn’t have a manager role. Gift Card Discount always asks a manager to sign in. See Job Roles.

Reprint tickets and print receipts

Tap Print to open the Printing Center.

Button	What it prints
`Customer Receipt`	The customer receipt.
`w/o price`	The customer receipt without prices.
`No QR Pay`	The customer receipt without its QR Pay code. Shown only when the receipt would have one.
`Reprint` > `Kitchen`, `Bar`, `Expo`	The whole order again on the kitchen, bar, or expo printers.
`Reprint Selected <count>` > `Kitchen`, `Bar`	Only the items you selected on the order screen.
`Customize Auto Tip`	Opens the order’s auto tip editor. Staff without a manager role need a manager’s approval.
`Print Itemized Label`	Item labels on the label printer.

A canceled order offers only the receipt buttons. If no item goes to the bar printer, Bar shows No item to the bar. If the order has no items, Expo shows No item to expo.

The sheet also shows the order log. To check the whole print queue, tap the printer icon at the top right of the screen. It shows how many tickets are waiting. An orange dot means a ticket was sent but the printer didn’t confirm it. See Printers.

Mark an order Rush

A Rush order moves to the front of the Kitchen Display with a highlighted banner, and shows a red bolt in the order list.

Open the order.
Tap Rush. The button changes to Normal.

Tap Normal to take the Rush off. You can also mark a new order Rush with the bolt button in Make Order.

Rush appears only for businesses with the Kitchen Display, and not on closed or canceled orders. An order that’s already Rush keeps its Normal button, even after it closes, so you can take the Rush off. A canceled order shows neither button.

Change the server

Tap the server’s name, or Select, at the top left of the order.
Pick a staff member. Use the search bar to find them.
Tap Submit.

When Transfer Orders is checked under Manager Access Rules, staff without a manager role need a manager’s approval to change the server. This applies to orders entered on the POS and to third-party orders the customer pays for in the restaurant.

A canceled order can’t change server. The POS shows Order has been canceled. No editing allowed.

Update an online, kiosk, or third-party order

Orders that don’t start on the POS have status buttons above the action row. On this page, a third-party order is one that reaches the POS through Third-Party Ordering.

Online orders offer, until they’re closed:

Order is Ready: marks the order Ready and adds “Order is ready at (time). Please pick it up.” to the order, and emails it to the customer. A Delivery order says “Please wait for delivery.” instead, with no email.
Will be On Time: adds “Order will be on time” to the order and emails the customer.
Will be Late: pick Late by 10 minutes up to Late by 90 minutes. The delay is added to the order and emailed to the customer.
Close Order: marks the order fulfilled.

Once you post a message, it shows above the buttons and Order is Ready, Will be On Time, and Will be Late go away.

Kiosk orders offer Close Order.

Third-party orders offer Close Order. An unpaid order that the customer pays for in the restaurant offers Order is Ready instead, until it’s Ready, and then no status button. Take payment with Pay. Until a payment is taken, it also offers Cancel Order. Staff without a manager role need a manager’s approval.

If the order is due more than an hour from now, Order is Ready and Close Order show Not Allowed: Order is scheduled for an hour later.