Orders Page

The Orders Page contains a record of all orders placed at your venue. This article explains how to use the Orders Page.

• Overview
• Search Orders
• Finalized Orders
• Action Needed Orders
• Open Orders

Overview

All orders from all devices show up on the orders page.

Navigation

Navigate to Orders.

Order Type

Orders are organized into three Order Types: Action Needed, Open, and Finalized orders. Click the relevant tab to see the orders in that section. 

The Order Type is controlled by the Order State -

• Open: Orders that have not been paid or have been partially paid.
• Closed: Orders that have been settled via payment.
• Voided: Open orders where the transaction has been voided.
• Refunded: Closed orders that were refunded to the customer.
• Partial Refund: Closed order that has at least one item refunded.
• Failed: Orders that were captured offline then the payment was declined after recovering from an offline state. 

Order Details

Click an order to display information about the Order Details, Items, and Payments.

Search Orders

Click Search to display the search/filter window to search for an Order.

Search is used to search for orders of the selected Order Type. 

Here you can search by:

• Order Total ($)
• Friendly ID (this is the large number printed on the top of the receipt)
• Last 4 Digits of Credit Card
• Name on Credit Card
• Date Range - see below for more information on selecting the date range
• Order State
• Payment Type
• Location
• Service Location: Suite Number, Section Number, or Table Number

Use the Date Range section to select your desired date range. Date Range options are as follows:

• Today
• Yesterday
• Last 7 Days
• Last 30 Days
• Last 90 Days
• Last Year
• Custom (allows a manual entry of start date and end date)

Finalized Orders

Finalized orders consist of Closed, Refunded, and Voided Orders.

There are four actions you may take on a Finalized order: 

• Refund Order
• Change Order Taker
• Send Receipt
• Print Receipt

1. Refund Order: Refund the entire order balance. PROCEED WITH CAUTION AS THIS ACTION CANNOT BE UNDONE. 

• Note: Partial refunds cannot be done through Clover Sport Manager. Please contact Clover Sport Product Support if you need to conduct a partial refund.
• Note: If the order was closed to a credit card, the customer will receive a refund for their payment within 2-3 business days.
• Note: This feature may not be available outside of the US where card present requirements are in place. 

To do following actions, click the three dot menu on the order.

2. Change Order Taker: Assign the order to a different order taker. This action moves the order under a new order taker. Any tips reporting based on order taker will be affected by this change.

3. Send Receipt: Send an email or text receipt. A text receipts is only available for US and Canadian phone numbers.


4. Print Receipt: Click Print Receipt to print or save a PDF copy of the receipt. 

Action Needed Orders

Action Needed shows failed orders. 

Failed orders are orders that failed to collect payment. These orders are most often caused by failed payments captured while running in Offline Mode.

 

Failed Payments do not contribute to your Total Sales unless they are written off. Before they are written off, they can be found in the Sales Report called, Orders Not Included In Sales.

To view this report,
1. Navigate to Reports > Sales.
2. Click the right arrow until you see Orders Not Included In Sales and select that tab.


You may choose to write off the failed payments. For more information on Writing Off Orders, click here.

Open Orders

Open Orders display orders that have been created and have not been closed out yet. Make a habit of checking this page as part of your closing procedures to ensure all tabs have been closed.

 

If any Open Orders exist, locate that terminal and close the order to avoid having to void the order.
 

Other actions on Open Orders include:  

• Void order - Click VOID ORDER to close the open order and move the order into FINALIZED. It is not possible to reopen this order, it is now considered closed.
  • Note: Voiding an order voids all partial payments taken on that order. For example, if the customer made a partial payment of half of the bill with their credit card and did not have the funds to pay the rest of the tab, voiding the tab will cancel the partial payment for half the tab. If you want to keep any partial payments, we recommend you write off the remaining balance on the open order instead.
     
• Write off - If the customer did not completely pay for an open order, you may write off any remaining balance. This balance will be reflected in the reporting system as "Write Off" and should be handled by your finance team as goods or services sold that did not receive payment. For more information on Writing Off Orders, click here. 
  
  
   
• Change Order Taker - This option allows you to change the order taker to another employee. This will move the open tab to their account so they can see the open order on their device under their login. This may be convenient for suite managers who need to change the suite attendant who manages a preorder that has converted to an open tab on Event Day. You may also transfer the order taker from the device.