Order Hub

(for Cashiers / Waitstaff / Store Managers)

1 Introduction

This guide covers the complete order receiving process in the POS system, including hub setup, order processing, delivery management, refunds/cancellations, and exception handling - everything you need to efficiently manage online, delivery platform, and self-service kiosk orders.

2 Order Hub Basic Setup

2.1 Accessing Order Hub

2.2 System Configuration (Preset at the BO end)

Admins need to configure the BO end settings – POS terminals sync automatically:

2.2.1 Channel and Payment Methods

• Channel Activation: Select the order sources to process (e.g., Meituan/WeChat Mini Program/H5) and close channels not in use (e.g., non-partner third-party platforms).
• Payment Method Filtering: Set payment methods that will not participate in order processing (e.g., foreign currency payments) to avoid invalid order interference.

2.2.2 Auto Acceptance and Printing

• Auto Acceptance: Once enabled, paid online/third-party orders are accepted without manual intervention. Unpaid orders require manual confirmation.
• Auto Printing: Set preparation time (e.g., basic 30 minutes, with additional time for large orders). Scheduled orders will auto be sent to the kitchen at “Pickup Time - Preparation Time,” while instant orders are sent immediately.

2.2.3 Notification Alerts

• Sound Alerts: When enabled, new orders/refund requests/delivery exceptions trigger a voice alert:

• Popup Alerts: New orders trigger popups displaying core order information (order number, amount, channel). You can choose the “Process Now” or “Remind Me Later” options.

3 Order Receiving & Processing

3.1 Order Type

Order Hub processes two order types: immediate and scheduled (details below):

Order Type	Identification Criteria	Processing Priority
Immediate Order	Pickup/Delivery Time ≤ Current Time + Preparation Time (e.g., "Pickup Now," "Deliver within 30 minutes")	Prioritize, print immediately after acceptance
Scheduled Order	Pickup/Delivery Time > Current Time + Preparation Time (e.g., "Pickup at 18:00 tomorrow")	Enter the【Scheduled】tab, print automatically when the time comes

3.2 Processing Immediate Orders (Online/Third-party/Self-service Orders)

3.2.1 Manual Order Reception (When Auto-Accept is Off)

• Step 1: Go to the【Pending】tab, marked as “Pending Reception.”
• Step 2: Click on the order to see the items and customer info (name, phone, address).
• Step 3: Accept or Reject the Order:
  • Accept: If the order is correct, click【Accept】. The order goes to the kitchen, and its status changes to “In Preparation.”
  • Reject: If you can’t fulfill the order, click【Reject】and choose a reason (e.g., “Too busy,” “Item unavailable”). The order moves to the “Exceptional Orders” tab, and the customer is notified.

3.2.2 Automatic Order Acceptance (When Auto-Accept is On)

• The system accepts paid orders automatically and moves directly to “In Preparation.”

3.3 Handling Scheduled Orders

3.3.1 Scheduled Order Reception and Display

• Scheduled orders automatically appear in the “Scheduled” tab, marked with “Scheduled” and expected pickup/delivery time (e.g., “06-01 18:00 Pickup”).
• Support sorting by time (pickup time ascending by default) to prioritize processing of imminent orders.

3.3.2 Manual/Automatic Printing

• Auto-Print: The system automatically sends the order to the kitchen at “Estimated Pickup Time - Preparation Time” (e.g., 18:00 pickup, 17:30 print).
• Manual Print: In special cases (e.g., the customer arrives early), click【Order】to immediately send the order to the kitchen to avoid customers waiting.

4 Managing Order Progress (Preparation, Ready, Delivery)

4.1 Marking Orders as Ready for Pickup

4.2 Delivery Management

4.2.1 Orders with Platform Delivery (e.g., Uber Eats, DoorDash)

• Check Status:

For a “Ready for Pickup” order, click【Delivery Status】to see the rider’s progress in a pop-up

Rider information (name/phone) is available for contact.

• Delivery Problems: If there’s an issue (like a late or cancelled delivery), an alert will appear. Click -【Reassign】(platform support required) a rider or contact the customer.
• Completion: When the platform confirms delivery, the order status automatically changes to “Completed.”

4.2.2 Your Own Delivery or Using a Delivery Service

• Start a Delivery:

  • Select an “Ready for Pickup” self-delivery order, click【Start a Delivery】 and choose a delivery person (employee role as “Takeout Delivery Person”) or a delivery platform (e.g., Dada/Fengniao).
  • Enter delivery details (weight/notes) and send it. The status becomes “In Delivery.”

• Additional Delivery:

  • If a delivery fails (e.g., rider cannot deliver), click【Additional Delivery】to choose a new method, and create a new delivery order number (original number ±1).

4.3 Handling Pickup Orders

When the order is “Ready for Pickup” and the customer arrives:

• Method 1: Scan the order pickup code, and the system automatically marks it as “Picked Up,” changing the status to “Completed.”
• Method 2: Manually locate the order in the Order Hub and click【Confirm Pickup】to complete.
• Support searching orders by “Pickup Number/Customer Phone Number” for quick location (e.g., if the customer forgets the pickup code).

5 Refunds and Cancellations

5.1 Processing Refund Requests (Online/Third-party Orders)

5.1.1 Full Refund

• Step 1: Locate “Refund Request” orders under the “Pending” tab (marked with “Refund Request”).
• Step 2: Click【View Refund】and a pop-up displays refund details
  • Agree to the refund: Click【Agree】, the system generates a reversal and notifies the platform, changing the order status to “Refunded.”
  • Reject the refund: Click【Reject】and select a reason (e.g., “Items already prepared”), notifying the customer, and the order continues fulfilment.

5.1.2 Partial Refund

• Only supported offline (e.g., customer returns some items in-store):
  • Enter order details, click【Partial Refund】, select items to refund (cannot exceed original order quantity), and enter the refund reason.
  • The system automatically calculates the refundable amount, selects the refund method (preferably original route), and clicks【Confirm Refund】to generate a partial reversal.

5.2 Order Cancellation Processing

5.2.1 Platform/Customer Cancellation

• Upon receiving platform/customer order cancellation notifications, the system automatically triggers:
  • Not yet printed: The order directly changes to “Cancelled”
  • Already printed: Print a return ticket (notify the kitchen to stop preparation), and the order moves to the “Exceptional Orders” tab, marked as “Platform Cancelled.”

5.2.2 Merchant-Initiated Cancellation

• Step 1: Select the order, click【Cancel】and choose a reason (e.g., “Item Sold Out”).
• Step 2: Confirm the cancellation, notify the customer/platform, and refund the payment. The order will be marked as “Exceptional.”

6 Handling Exceptional Orders

6.1 Identifying Exceptional Orders

Orders are marked as “Exceptional” in the following cases:

• Payment discrepancies (e.g., online payment amount differs from POS records).
• Delivery failures (e.g., no available courier).
• Refund failures (e.g., customer’s bank card issues).
• The merchant cancels or rejects the order.

6.2 Steps for Handling Exceptional Orders

1. Go to the【Exception】tab, select the target order, and view the reason for the exception.

2. Take actions based on the reason:

   • Payment Discrepancy: Click【Adjust】to automatically balance the difference.
   • Delivery Failure: Click【Reassign Delivery】or negotiate a refund with the customer.
   • Refund Failure: Click【Forcibly cancel】(admin access required) and choose【Cash Refund】

3. Once resolved, the order is removed from “Exceptional Orders” and restored to its normal status.

7 Handling Special Scenarios

7.1 Group Orders (Meituan/Ele.me)

• Group orders are labeled “Group Order,” and items are displayed per customer basket.
• Split items by basket when printing to avoid confusion.
• Refunds must be full; partial refunds are not supported.

7.2 Cash on Delivery (COD) Orders

• COD orders are labeled “COD,” with pending amounts in blue.
• Upon customer arrival:
  • Pickup: Click【Pay】, choose a payment method, and mark it as “Picked Up.”
  • Delivery: After payment, click【Start a Delivery】

7.3 Resubmitted Orders (Delayed Orders)

• Delayed orders are marked “Resubmitted” and won’t auto-print to avoid duplication.
• Assign the order to the actual order date to maintain accurate reporting.

8 FAQs

1. Issue: No Alert for New Orders?

   • Check “Message Alerts” settings and POS volume.
   • Ensure network connectivity for third-party orders.

2. Issue: Scheduled Orders Not Printing?

   • Check preparation time settings.
   • Ensure payment is completed for scheduled orders.

3. Issue: Delivery Status Not Updating?

   • Click【Refresh】in the delivery status window.
   • Contact platform support if issues persist.

4. Issue: Unable to Approve Refunds?

   • Confirm order status and verify refund permissions.
   • Admin action may be required.

9 Need Help?

• For further inquiries, click on【Settings】→【Help Center】in the system to view video tutorials
• Contact the store manager for permission issues or exceptions