Orders Page

The Orders page contains a record of all orders placed through your venue. This article will explain how to use the Orders page.

 Table of Contents

• Overview
  • Navigation 
  • Order Details
  • Order Actions
  • Searching Orders
• Action Needed Orders
• Open Orders
• Finalized Orders

Overview

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

Navigation

1. To navigate to the Orders page, click on the Orders button on the side navigation bar.

2. You can switch between different order types by clicking the top navigation bar. Orders are organized into three sections: Action Needed, Open, and Finalized orders. 

3. You can click on the Order Types at the top to change the currently displayed Order Type. You can then search the displayed Orders or sort them. 

An Orders Type is controlled by the Order State -

• Open: Orders that have not been 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

1. Clicking on an order will display information about the Order Details, Items, and Payments.

Order Actions

1. There are two ways of sharing finalized orders as a Digital Receipt.

Note: Clicking Print Receipt will display a printable PDF. 

2. Clicking on Send Receipt will allow you to email or text the receipt. Texting receipts are only available for US and Canadian numbers.

Searching Orders

Clicking on Search will display the search/filter window. Here you can search by Credit Card information, Date Ranges, and more. The default timeframe for searched orders is the last seven days. 

1. To search outside of those ranges, 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)

Action Needed Orders

Action Needed shows failed orders. Failed orders are orders that failed to collect payment. These orders will need to be written off, or the transaction will need to be re-run (possibly needing to contact the customer.) These orders are most often caused by failed payments captured while running in Offline Mode.

For more information on Writing Off Orders, click here.

Open Orders

Open Orders displays 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.

1. If any Open orders exist, find that terminal and close it to avoid having to void the order. For more information about the Terminals Order Screen, click here.

2. Open Orders can also be voided and written off.

• Void - Clicking on the VOID ORDER button will close the open order and move the order into FINALIZED. It is not possible to reopen this order, it is now considered closed. Note that voiding an order will void 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. This may be convenient for suite managers who need to change the attendant who manages an order.

Finalized Orders

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

Clicking on an order will allow you to: refund closed orders, change the order taker, print a receipt, or email or text a receipt to a customer.

• Refund Orders - Clicking on the REFUND ORDER button will refund the order to the method of payment used. If the order was closed to a credit card, the customer will receive a refund for their payment within 2-3 business days. Partial payments are not possible in Manager. This feature may not be available outside of the US where card present requirements are in place.
  
  
• Change Order Taker - This option allows you to change the order taker to another employee on a closed order. This should only be used if the original order taker was not correct. Any tips reporting based on order taker will be affected by this change.