Taking a Phone Order for Pick Up & Closing the Order

Taking a phone order

Phone Orders can be accessed from multiple places.

1. From the order screen, Select Phone Orders followed by New Phone Order; Or, you may have a function button called New Phone Order. This function bypasses the submenu to place a new order or edit an order 
   
2. If your restaurant offers delivery, you will be prompted to choose Pick Up or Delivery
3. Enter the customer’s phone number and touch Done
   
   
   Note
   While you can enter the customer’s name instead of the phone number using this keyboard, use the phone number to prevent duplicates and confusion. You can attach a name to the phone number on the following screen.
   
   "NO MATCH FOUND"
   If the customer has not ordered before, you will receive a quick message that says, “No Match Found”. This means the customer is not matched with a saved customer in your system.
4. Select Place Order to enter in the customer’s order. By default, the order will be placed for immediate production; 

   For a standard pickup order, the fields on this page are not required!

   However, it is a good idea to at least get the person’s name.
   

   Note
   You can enter additional contact information and the customer’s email address
   
   Add Special Instructions and Staff Notes
   Touch the appropriate button (Name, Phone, Address, etc.) to prompt an onscreen keyboard.
   
   If the Kitchen is behind, the Change Production Time can be used to increase the production time. This is only used for future orders, it will release the order x minutes before pickup/delivery is expected.
5. Enter the order
6. Select Done when completed
7.  “Pre Pay Order Now?” prompts onscreen
   1. Yes means a credit card payment will be entered now. No will be paid at time of pickup.
   2. If Yes, follow the prompts to enter the customer’s credit card
      

If you accidentally selected "No", you can still enter the customer's credit card number! Please follow this link.

 

Retrieving a Phone Order to Pay or Edit (Pickup Orders)

1. From the order screen, Select Phone Orders followed by Close or Edit Phone Order 
2. If you are ready to close the check, touch Close Check on the bottom right of an order. If the customer calls back and would like to add to the order, select Edit Check
   
3. After selecting Close Check, you will be placed on the order screen to review the order, enter additional items and/or add a discount. When ready, select Pay Order
   
4. Take payment to close the check. If the order was prepaid, select PREPAID. Or, you can go ahead and run a card or collect cash if the order if the prepaid tender is $0.00
   

If you accidentally select Close Check, you can cancel the payment:

1. Select Exit on the order screen
2. Then select No when prompted. You will be exited back to the ID screen and the order will remain active.
    

Effortlessly pay separately on one call-in order

Using the function, “Pay by Bag”, you can quickly and easily pay seats (or bags), separately on the same order.

Terminal Configuration > Edit Order Screen Buttons > Pay by Bag

If you accidentally select Close Check instead of Edit Check:

You can either cancel (using the steps above), or add additional items to the check.

1. Select Exit on the order screen
2. Then select Yes when prompted to send the items to the kitchen. You’ll then be sent to the payment screen.
   
3. To continue to keep the order open and NOT complete payment, select Quit to cancel the payment. The order remains active with the new changes.
   

More Options

Changing the time or day of pickup (on the phone order screen, before you place the order)

1. Touch “Pick Up @ or Delivery @. Enter the specific time when prompted
2. Or, touch Ready In __ minutes.
3. If this is for a future date, touch Date Needed
   

Adding a Deposit and Search Criteria

• You will not enter credit card information for prepayments from this screen. You will be prompted at the end of the customer’s order where you can provide the Check Total.
• If you want to have the customer pay a deposit (or portion of the bill) for a large order, you can use Pay Deposit. This option is typically only used for large preorders, where you may want to collect a portion of the check upfront to help cover the cost of items.
  

a. Search and
b. List All Customers can be used to locate previous customers by Name, Phone or Address if the customer may want to place an order on a specific account but did not provide the correct phone number originally. c. Create Account is used for House Accounts, where the customer will be billed later on. Please refer to the document on House Accounts if you are interested in using this feature.

 You can also add a deposit later, after the order is placed. Please follow this link.

Reordering saved items

If the customer has ordered in the past, their last order appears in the lower corner of the screen.

1. To reorder 1 or multiple items, touch the menu item
2. Select ReOrder. The menu item(s) will disappear from this screen and be moved to the order screen
3. Select Place Order
   

Staff Notes vs. Special Instructions

Staff Notes do not print and Special Instructions print on the bottom of the receipt.

Staff Notes

Staff Notes are useful to share information on this customer prior to placing the order; such as “get prepayment – customer did not pick up last order”, etc.

Staff Notes do not print on the customer’s receipt. The information can only be seen here (on the customer’s profile)

1. Select Staff Notes
2. Enter the notes and select Done. Staff notes are shown in the top right area of the screen
   

Special Instructions

Special Instructions print on the customer receipt. This area is useful for delivery, to help further describe where the customer is located (apt building in the back, blue building) or (please add extra cutlery in the bag!)

1. Select Special Instructions
2. Select Get Keyboard
3. Save when finished
   

Caller ID

When using integrated Caller ID, the POS system flashes “Ringing” in the lower corner of the order screen when a call comes in. Touch the message. For repeat customers, the customer’s information auto-populates on the customer information screen. If the caller has not called before, you can go ahead and take the customer’s name and address (if applicable).