Guide › Manage the business

Orders for pickup

With orders for pickup, guests order from your menu page on their phone, choose when to collect, and pay online or at the counter. Each order arrives on your tills with a sound, like an order from a table. Once someone accepts it, it is an ordinary takeaway order: it goes to the kitchen, appears on the pickup board with its number, and closes like any other. The guest's phone shows what your team does with it: waiting to be accepted, being prepared, ready to collect, collected.

Before you start

• Orders for pickup are placed on Sofrito Cloud. On a Sofrito Hub, open your back office at sofritopos.app: the hub takes the orders on its tills all the same, as long as it is in touch with Sofrito Cloud.
• Your guest pages must be published: see Your menu online and table QR codes. Guests order from the menu page, at the address in Online.
• To let guests pay online, set up online payments first: see Guests paying at the table. Where menu prices are shown before tax (Settings › Taxes and rounding), guests pay at pickup only, so they never pay less than the order costs.
• Orders are taken within the opening hours of your guest pages (Online › Opening hours), for today only. With no opening hours set, any time today.

#Turn on orders for pickup

1. In the back office, select Online.
2. Under Orders for pickup, turn on Take orders for pickup.
3. Choose How guests pay:
   • Online: guests pay through your payment provider before the order reaches you.
   • Online or at pickup: guests choose.
   • At pickup: guests pay at the counter when they collect.
4. Choose what happens to New orders:
   • Staff accept each: each order waits on the till's Calls screen until someone accepts it.
   • Straight to the kitchen: orders paid online go to the kitchen at once. Orders paid at pickup still wait for your team.
5. Set Minutes to prepare: the earliest pickup time a guest can choose.
6. Optionally, write Where to collect (for example, "At the bar, by the door"). Guests see it with their order.
7. Select Save changes.

#What guests do

1. A guest opens your menu page. Under Order for pickup, it says how soon an order is ready.
2. They open dishes, choose options and add them, then select View order.
3. They give their name and phone number, choose When to collect (as soon as possible, or a time later today) and how to pay.
4. They select Place order, or Pay to pay online on the provider's page.

To send guests there from your website, add an Order for pickup button to any section, or start a page from the Takeaway ordering template (Website › New page). The button shows only while orders for pickup are on.

Paid online, nothing reaches your tills until the provider confirms the payment. If the payment doesn't go through, the order is cancelled and the guest's phone says so.

#Accept or decline an order

When an order arrives, the till plays a sound and shows Takeaway order from and the guest's name. On the till, select Calls: orders for pickup are at the top, with what was ordered, when the guest wants it, the phone number, and whether it is paid.

• To accept, select when it will be ready: in the usual time, or 10 or 20 minutes later. For an order with a pickup time, select Accept for that time.
• To decline, select Decline and the reason. The guest's phone shows the reason.

An accepted order becomes a takeaway order with the guest's name, and its dishes go to the kitchen. It shows on the pickup board by its number, which the guest's phone shows too. An order paid online is paid in full and closes, its invoice or receipt issued; the kitchen still makes it. An order paid at pickup stays open until your team takes the payment at the till.

If nobody answers an order in ten minutes, the tills are told again. An order nobody accepts in 12 hours is declined by itself, and money paid online goes back.

Accepting and declining need Open orders: a role that only seats guests (Host) can’t decline a paid order.

#Money that goes back

• An order paid online that you decline, or that couldn't be placed, is refunded in full through the provider.
• If the order costs less when accepted (a price changed), the difference goes back to the guest. If it costs more, the difference is left to pay at pickup.
• A payment the provider confirms after the order was cancelled (the guest took too long on its page) goes back in full.
• If the order costs more when accepted (a price changed since), the guest's phone shows what is left to pay at the counter.
• Settings › Online payments lists each payment with what became of it, as for payments at the table.

#Good practice

• Set opening hours on your guest pages, so guests can't order when the kitchen is closed.
• Keep Minutes to prepare honest for busy times: guests plan their trip around it.
• Look at the Calls screen during service, or turn on Straight to the kitchen for orders paid online.

Not yet: delivery, orders for another day, and a tax number on the receipt of an order paid online.