MerchantOS Guide
Introduction
Introducing MerchantOS – Your all-in-one solution for seamless order management! With real-time order reception from online orders and QR dine-in, MerchantOS ensures you stay in control at every step. Easily manage online orders from initiation to fulfillment, all while keeping your customers in the loop with instant notifications. Experience efficiency, simplicity, and customer satisfaction like never before. Welcome to the future of order management with MerchantOS
Table of Contents
Order Management
How to Process Online Orders
How to Process Dine In Online Orders
Order Management
The dashboard is divided into different categories such as:
Dine In & Online Orders: At the top left, there is a toggle between "Dine-In" and "Online," enabling restaurant staff to manage both types of orders efficiently. The interface tracks online orders, making it easier for staff to monitor and accept them as they come in.
The 'Dine In' tab enables you to oversee all online/QR dine-in orders, while the 'Online' tab allows management of various online order types, including pick-up, delivery, and curbside pick-up.
Time Tracking and Prep Time: The system shows the current time and the preparation time for orders. This allows the restaurant to track service speed and set preparation time goals to improve efficiency.
Adjust the time needed to prepare orders or items as required.
Auto-Accept and Pause Order: These options provide flexibility in managing orders. With "Auto Accept Order" turned on, online orders can be accepted without manual intervention. The "Pause Order" feature allows the restaurant to stop accepting new orders temporarily, perhaps during peak hours when the kitchen is overwhelmed.
Note that while in auto-accept mode, the features to report issues and cancel orders are disabled.
Order Management:
New Order: All new orders, whether for dine-in or online, are displayed here.
Preparing: Once the orders are being prepared in the kitchen, they are moved to this section.
Ready: When the order is ready to be served or packed for delivery, it is updated in this tab.
Out for Delivery: This section manages orders that are currently being delivered.
Completed: Once the order has been fulfilled and delivered, it moves to the completed tab, marking the end of the order process.
How to Process Online Orders
To process your online orders in the POS app, follow these steps:
Step 1: On your POS main screen navigate to OrderOS tab.
a. The "ONLINE" button, located in the upper left corner, serves as a toggle between viewing online orders. It displays the current focus on online orders. The indicator (e.g., "1") shows the number of active online orders waiting for attention, helping staff prioritize and manage orders efficiently.
Step 2: Accept the Order
a. Check the "New Order" section on your screen
b. Click on "Accept Order" to begin processing.
Step 3: Preparing the Order
a. Once accepted, the order will move to the "preparing" column. It shows the estimated ready time based on your preparation requirements.
Step 4: Mark Order as Ready
a. Once the order is prepared, click on "Make Order Ready".
b. The order will shift to the "Ready" column once you mark it.
Step 5: Complete the Order
a. After verifying everything is accurate and ready for pickup/delivery, click on "Complete".
b. The order will then move to the "Completed" column.
How to Process Dine-In Online Orders
To process your online orders in the POS app, follow these steps:
Confirming Orders
After a customer completes their dine-in order and receives payment confirmation, the order will appear in the New Order tab.
When you tap the order ticket, you'll find the order details and these choices:
a. Cancel Order - Cancel the order if needed.
b. Accept Order - Get the order ready for processing.
Preparing Orders
In the 'Preparing' tab, you'll find all the orders that have been confirmed and are currently being prepared.
After preparing the order you may tap on the order ticket, and you will be presented with the following options.
a. Connect Printer - connect to a print and print the order ticket.
b. Make Order Ready - Indicate that the order is prepared for the customer or for service team pickup and delivery to the customer's table.
c. Back - Go back to the preparation page.
Completed
When the order has been delivered to the customer's table and payment has been completed, it will appear in the 'Completed' tab for reference.
Cancelled Orders
In the 'Cancelled Orders' section, orders that have not been confirmed within 10 minutes or have been canceled by the restaurant due to an issue will be displayed.
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Updated on: 11/14/2024
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