About Online Orders
For successful receipt and processing of online orders, you must provide certain API information to the online ordering system. You may also need to make additional changes to your NCR system configuration.
Online Ordering can be configured to auto-close fully paid orders. If you wish to implement this configuration for your restaurant, please contact customer care and request this. Use the following as a checklist in preparing your system for online ordering:
- Provide the API information to your online ordering system provider. Refer to ‘Locating Your API Information’ in this section.
- In the Back Office, configure store locations for online ordering by selecting Enable Takeout and Delivery, if you have not previously done so.
- (Optional) Set guest receipts to auto-close fully paid checks for online orders.
- (Optional) Change the default takeout and delivery download threshold times. The default time is 30 minutes for takeout orders and 60 minutes for delivery orders.
- Configure the necessary kitchen printers for takeout and delivery, if you have not previously done so. When the POS app receives an online order, it prints a kitchen chit to the defined takeout and delivery printer. If desired, you can configure the kitchen printer to print one item per chit.
- Confirm your menu items contain a kitchen printer assignment.
- Review your user roles and ensure the appropriate user roles possess the required access levels to work with online orders. To process online orders, an employee must have a user role with the ‘Take Order Ownership’ access level; otherwise, online orders appear read-only. To void online orders, an employee must have a user role with the ‘Void Online Orders’ access level.
- Optionally, restrict the devices that can process online orders. By default, all devices can process online orders. On the devices you set to receive online orders, set the iPad Auto-Lock feature to never to ensure the iPad remains awake and receives incoming online orders.
Locating Your API Information
You must provide your client ID and client secret for your online ordering system to communicate with the host for your restaurant. The client ID is a unique identifier for your restaurant, and the client secret, which you must create if you have not previously done so, is a lengthy string of unique characters the system creates, similar to a password.
- Log in to your Back Office through a Web browser.
- Click your username at the top right side of the screen and select My Account from the drop-down list that appears, to display your account information.
- If you do not see a character string listed in ‘Client Secret’ on the My Account screen, click Create Client Secret.
The system creates your unique client secret and inserts it into the field. If you see a character string, do not click Create Client Secret.
- Provide your Client ID and the client secret character string to your online ordering system provider
CONFIGURING THE STORE LOCATION PHONE/DRIVE THRU
Since your NCR system delivers online orders to the Phone/Drive Thru queue of the POS app, you must enable takeout and delivery.
- Select Settings > Store.
- Select Store Options.
- Enable any of the desired order modes like Takeout and Delivery.
- Click Save.
Reviewing Online Orders in your Back Office
Once you begin receiving online orders, you can use the POS Transactions screen to search and review transactions. Access this screen in your Back Office at RESULTS > POS Transactions.
The POS Transactions screen includes details about the online order, including the items for order, the customer name, the ticket number, and much more. This screen also provides information regarding:
- The Operator Name, which identifies the virtual or actual employee in possession of the order.
If the system displays ‘Online User’ as the operator, then an actual employee has yet to touch the order.
If the system displays an employee name, the named employee is the last employee to touch the order on the POS app.
- The Station, which identifies whether the order resides at the host (referenced as the Online Device), or on a specific device.
- The Order Status. An online order passes through three states:
- Submitted — An order starts as ‘Submitted’ when the host receives the order from the online ordering system. A submitted order has yet to be sent to the POS app.
- Processed — An order changes to ‘Processed’ when the host sends the order to the POS app. The order now resides on the POS app.
- Picked Up — An order ends as ‘Picked Up’ when an employee closes the guest check. The system identifies the operator as the employee who closed the guest check, and is, therefore, financially responsible for it.
Understanding the Online User Employee
When the host receives an online order from the online ordering system, the host computer assigns the order to the ‘Online User’ employee, which is a virtual employee. The system automatically creates the ‘Online User’ employee, and this virtual employee does not appear in your employee list. Additionally, the system initially assigns the financial responsibility for the online order to the Online User employee; however, when an actual employee closes the guest check of the online order, the system assigns the financial responsibility to that employee.