Orders & fulfilment
Published and maintained by Adtro Media
Orders (sidebar) lists every order across every Location with live status, and chimes when a new one arrives.
- Move an order along with the action button on its card (confirm > preparing > ready > completed). When an order is marked ready, the customer gets a WhatsApp message to collect.
- The Service view has a "To hand over" column: ready pickups and deliveries waiting to leave the counter.
- Mark as paid asks how the customer paid — cash, card or PayNow — so the end-of-day report files the money under the right method. A pickup that is collected and paid at the counter uses "Collected + paid", which asks the same question and completes the order in one step.
- PayNow QR orders with manual approval show View proof — approve or reject the payment there.
- Filter by where the order came from (storefront, counter, quote, TikTok Shop) and by Location.
- Open an order for full details and a printable invoice (Print / Save as PDF).
- Refunds: open the order > Refund item or Full refund. Card payments are refunded via Stripe automatically; you can also choose to hand back cash instead. Every refund records which staff member did it and why. Cashiers can also refund without leaving the register — POS > Refunds shows today's paid orders.
- End-of-day report: the button on the Orders page downloads today's takings by payment method plus every order line (Z-report CSV) — or turn on the nightly email in Settings > Brand memory.
- A manager limited to some Locations only sees and changes orders at those Locations.
- Cancelling a paid order: card payments are refunded through Stripe first — if Stripe refuses, the order is not cancelled. PayNow and cash cannot be refunded automatically, so the order shows under Refunds owed at the top of Orders until you give the money back and press the settled button. A delivery that has not left is released; one a courier already holds is flagged for you to sort out with the courier.
- Customers can cancel a pre-order themselves while it is still new and inside the window set in the storefront's ordering settings (2 hours before collection by default), never once a courier has the parcel.
- Staff on this order (in the order pop-up): Served by is who was at the till and prints on the receipt; Done by, per item, is who did the work and is what commission counts. Every change is kept in the card's history.
To ask in words — "orders today", "any unpaid orders?" — open the Operations assistant; it reads live orders and sales.
Faster: iBot inside your dashboard can walk you through this — or do it for you. Open Assistants and just ask.