Orders
This page covers all order types, how to create and manage them, and how to handle special scenarios like online orders, voids, and refunds.
Video: Order creation walkthrough — to be recorded
Order Types
Dine-In
Customers eating at a table inside the restaurant.
- Assign a table when creating the order.
- Multiple items and rounds can be added to the same order.
- Order stays open until the customer is ready to pay.
- Supports splitting the bill across multiple payment methods.
Takeaway
Customers collecting their order from the counter.
- No table assignment required.
- A buzz number can be displayed on the receipt to call customers when the order is ready.
- The buzz number prefix and suffix can be configured in POS Settings.
Delivery
Orders delivered to a customer's address.
- Requires a customer address (either from customer profile or manually entered).
- Delivery zone and charges are calculated based on the address.
- Delivery status progresses through an additional Out for Delivery step.
- Requires delivery to be enabled in POS Settings.
Creating an Order
- From the POS home screen, select the order type.
- Optionally add a customer to the order.
- For Dine-In, select a table.
- Add products from the product grid.
- Customise items with modifiers, variants, or notes as needed.
- Apply discounts or coupons if applicable.
- Tap Checkout and process payment.
Product Customisation
Modifiers
Extras or options added to a product (e.g., extra cheese, no onion, sauce choice).
- When you tap a product that has modifiers, a customisation popup appears.
- Select required and optional modifiers.
- Modifiers may have an additional price.
- Some modifiers support a half price (e.g., one topping on half a pizza).
Variants
Different versions of the same product with their own price (e.g., Small, Medium, Large).
- Select the desired variant from the variant list.
- Each variant may have a different price and measurement unit.
Half & Half
Allows two different products to share one item — most commonly used for pizzas.
- Tap the Half & Half option on eligible products.
- Select a product for each half.
- Modifiers can be assigned to each half independently.
Kitchen Notes
Add free-text instructions for the kitchen on individual line items.
- Tap the note icon on a cart item.
- Type the instruction (e.g., "no salt", "well done").
Deals and Combos
Combo Deals
Pre-packaged sets of items sold at a fixed price.
- Appear as their own product in the product grid.
- Select items from each category within the combo when prompted.
BOGO (Buy One Get One)
Automatically applied when qualifying items are in the cart.
Bundle Deals
Multiple items grouped and sold at a reduced total price.
Managing Open Orders
Switching Between Orders
If multiple orders are open simultaneously (e.g., multiple dine-in tables):
- Use the order tabs or cart selector to switch between open orders.
- Each open order is saved independently.
Editing an Order
Before payment is processed, you can:
- Add or remove items.
- Change quantities.
- Update modifiers or notes.
- Change the table assignment.
- Add or change the customer.
Holding an Order
An order can be left open (parked) while you attend to another table. Come back and continue when ready.
Image: Screenshot of the Orders history screen with filters and order list
Online Orders
Online orders from platforms like Uber Eats appear in the Online Orders section.
Viewing Incoming Online Orders
- Tap Online Orders in the navigation menu.
- New orders appear with a sound notification.
- Tap an order to see its details.
Accepting / Declining Online Orders
- Tap Accept to confirm the order and send it to the kitchen.
- Tap Decline to reject the order. A reason is required.
Image: Screenshot of an incoming online order with Accept/Decline options
Online Order Status
Online orders follow the same status flow as POS orders. Accepted orders are visible in the main Orders screen alongside POS orders.
Voiding an Order
A void cancels an order that has not yet been fully processed or paid.
- Go to Orders.
- Find and open the order.
- Tap Void Order.
- Enter the reason for voiding.
- Manager authorisation may be required (PIN or password).
Voided orders are tracked in Cash Up reports for reconciliation.
Image: Screenshot of the void order confirmation dialog
Refunding an Order
A refund returns payment to the customer for a completed order.
Full Refund
- Open the order from Orders.
- Tap Refund.
- Confirm the refund amount and payment method.
- Manager authorisation is required (if configured).
Item-Level Refund
- Open the order.
- Tap Refund and select individual items to refund.
- Confirm the partial refund amount.
Refund to Payment Method
Refunds are returned to the original payment method:
- Cash — return cash from the drawer.
- Card (EFTPOS) — processed through the payment gateway back to the card.
- Gift Card — balance added back to the gift card.
Reprinting a Receipt
- Go to Orders.
- Find and open the order.
- Tap Reprint Receipt.
- Choose Customer Copy or Merchant Copy.
Order History Filters
Use these filters in the Orders screen to find orders quickly:
| Filter | Options |
|---|---|
| Date | Today, yesterday, custom date range |
| Status | Placed, Accepted, Finished, Voided, Refunded, etc. |
| Order Type | Dine-In, Takeaway, Delivery |
| Payment Method | Cash, Card, Gift Card |
| Platform | POS, Kiosk, Online |