Orders & reports

Finding and managing orders

Search, filter, and drill into every order — from the admin Orders section or from the register — plus refunds, edits, and what abandoned orders mean.

The Orders section

Hover Orders in the main menu to see everything in the section, or click it to land on the order list:

Orders — every order, newest first, with totals and payment status.
Bookings — reservations and ticketed visits.
Items — a line-by-line view of what sold, great for "how many flat whites went out yesterday?"
Upcoming — everything due later: timed pickup orders for the selected day, plus items that haven't gone to the kitchen yet (timed for later, or waiting for a booking to check in). Managers can send items now or set a time.
Transactions — every payment taken, with the order (and booking, if there is one) a click away. Open the order to refund it.
Gift cards — issued cards and balances.

Your customer list now lives under Customers in the main menu.

On the order list, a summary strip shows the order count and paid total for whatever filters you have applied.

Searching and filtering

Combine filters to find anything fast:

Date range — pick any range with the date picker.
Status — Open tab, Pending payment, Paid, Preparing, Ready, Completed, Cancelled, Refunded.
Channel — Kiosk, QR, or Staff (counter POS).
Search — type a customer name, email, an order number ("47" or "#47"), a full order code, or an item name.
Sorting — click column headings to sort; the list loads more as you scroll.

Finding orders on the register

The register has its own search, built for one hand and a busy counter. Tap Search in the navigation rail, then the Orders section.

Typing filters what's already on screen instantly, with no waiting — order number, order code, customer name, phone, table, or an item on the order. A moment later more matches arrive from the selected day and slot into the list. Nothing you've already been shown disappears while you keep typing.
Phone numbers match loosely — typing 412345 finds +61 412 345 678, so you don't have to guess how it was entered.
The date control is a single stepper. ‹ and › step a day at a time; tapping the date opens a calendar with Today, Tomorrow and +7 days. It's the same control everywhere on the register.
Search all dates looks beyond the selected day when you need older history. Back to today returns you.
This Device narrows the list to orders taken on the register you're standing at — useful when several tills share a counter.
Upcoming is a section of its own, listing today's bookings and future-dated orders together in one time-ordered list. An order with several timed items is listed at the earliest of them, so a 10am coffee and a 6pm platter shows up at 10am. Bookings sort just ahead of the sale attached to them.
You can search a booking code — the nine-character code on a customer's confirmation. It finds both the booking and the sale it sits on, so scanning a confirmation brings up both halves of the visit. Codes never contain 0, O, 1, I or L, so there's nothing confusable to mistype, and a pure number is always read as an order number rather than a code.

Opening an order on the register gives you Take payment while a balance is outstanding, Refund, Details, Send to KDS, receipt options, and — if a customer screen is linked — Show on customer screen, which puts that order in front of the customer and leaves it there until you tap Stop showing or start ringing up the next sale.

Editing an order's details

Tap Details on an order to fix or fill in the name, phone number, email, table, or linked customer profile — without touching what was ordered or what was paid. Any staff member can do this; it's not available once an order is cancelled or refunded. Search for an existing customer to link their profile to the order, or detach one that was linked by mistake.

Sending an order to the kitchen again

Tap Send to KDS to push an order to the kitchen screens again — useful if a screen was offline, or the kitchen needs to see a details change. Screens that already have the order show it again, clearly marked as re-sent, and nothing gets duplicated on the ticket.

Order numbers and order codes

Every order gets two identifiers:

Order number (e.g. #47) — a short number that starts again each day at each location. It's what staff call out and what appears on kitchen screens.
Order code (e.g. #260723-047) — the order number with its service date in front. This one is unique, so it's the best thing to quote in emails or over the phone — especially for orders placed ahead of time.

Orders scheduled for a future day are numbered in that day's sequence, so the kitchen's numbers stay in order on the day the food actually goes out. The full code appears on receipts, emails, the order list, and the order's own page, and you can paste either form straight into search.

The order page

Click any order to open its own page — use Back to Orders at the top to return to the list. Across the top you'll find the order status, channel and payment badges, and the actions available for it (status changes, refund, and more).

Below that are four tabs:

Details — customer name, phone, email, table number, notes, and any discount or gift card codes applied.
Items — every item with modifiers, quantities, and prices — grouped by day for items timed on different dates, showing which booking each item belongs to for bookable venues, with the order totals including discounts, tip, and rounding.
Payments — the full payment history: amounts paid, refunded, and the payment state (unpaid, partially paid, paid, refunded, partially refunded) — and where you take a payment (card, cash, gift card, or send a payment link by QR, email or SMS), edit the tip before anything's been taken, or start a refund. A card payment shows its progress right there on the page with a Cancel option, and any payment still waiting on the terminal shows its own Cancel in the list below.
Documents — issue and manage invoices for this order, and view or resend the receipt. See Issuing and sending invoices below.

An Activity panel alongside the tabs shows a timeline of everything that's happened to the order — including every message sent about it (receipts, order-ready alerts, reminders, booking confirmations, gift cards) — and lets you reprint the receipt or resend it by email (to any address) or SMS. Use the All / Payments / Comms / Changes filters above the timeline to narrow it down to just payments, just messages, or just status/edit changes. If the order has a confirmed booking, a Resend confirmation button is available too.

Order status moves forward with Start preparing → Mark ready → Mark completed — and if someone misclicks, an Undo option steps the order back one stage (the change is kept in the order's timeline).

Managing an open tab

While an order is an open tab, its page works a little differently:

Add items on the Items tab stages more items onto the tab without leaving the page — add what's needed, then send it. If the total would go over the tab's spend limit, you're asked for a manager PIN before it's added, no matter who's adding it.
Close tab, in the page header (or from the note on the Payments tab, which can't take a payment until the tab is closed), moves the tab to payment — you take payment the normal way right after. It can't be reopened from here once closed.
Void tab cancels the tab outright and releases anything held against it (a pre-authorised card, a booking hold). This can't be undone.

Both ask you to confirm first, and if you have items staged in Add items that haven't been sent yet, the confirmation warns you they'll be discarded. Only staff with permission to manage the order see Close tab and Void tab — anyone working the order can still add items to it.

Issuing and sending invoices

Open an order's page and switch to the Documents tab to issue a proper invoice — a numbered, formal document separate from the everyday receipt.

Click Issue invoice. You can optionally set a due date and add payment terms; both can be left blank.
The invoice appears in the list with its own number (e.g. INV-000123), the total, and the date it was issued.
From that row you can:
- View or Print the invoice — it opens as a customer-friendly page you can also copy the link to.
- Send it by email or SMS, to the customer on file or an address/number you type in.
- Void it (if you're a manager, or ask one) — you'll be asked for a reason. Voiding doesn't delete the invoice; it's kept on record and clearly marked, and the link you already sent still opens (showing that it's void) rather than breaking.
- Reissue it (managers) — voids the current invoice and issues a fresh, newly numbered one in its place, for when something on the invoice needs correcting.

Once you've sent an invoice, the customer can open it from their own device to see what's owed, and — if there's still a balance — tap Pay now to pay it online by card. That payment is recorded against the order exactly like any other payment you'd take in person.

The same Documents tab also has the order's receipt, with the same View, Print, and Resend options you'll find elsewhere on the order page.

Editing an order

Use the edit option on the order's page to add or remove items, change quantities, or fix a mistake. If the total changes on a paid order, the difference is settled as an extra payment or a refund. Editing rights depend on the staff member's role — staff without permission will be asked for a manager's PIN. Bookings, gift cards, and scheduled times already on the order stay attached through an edit — only removing an item that's tied to a live booking is blocked, since cancelling or refunding that booking is the correct way to do it. See Refunds and edits for the full flow.

Refunding an order

Open the order's page and choose the refund option.
Pick the refund type:
- Full — everything back.
- Partial — a custom dollar amount.
- Line items — refund specific items only.
Add a reason (it's kept in the order history).

Card payments refund back to the customer's card through Stripe; cash refunds are recorded against your till. Refunds may require a manager override depending on the staff member's permissions.

Cancelling an order

A refund and a cancellation answer two different questions. Refunding gives the customer their money back — it doesn't say anything about whether you're still making the order. Cancelling is the separate step that says you're not: if you only refund, the kitchen still expects to cook it.

Because of that, cancelling only becomes available once an order has been fully refunded:

Open the order's page.
Choose Cancel order and confirm — add a reason if you like.
As with refunds, staff without permission will be asked for a manager's PIN.

Cancelling is what frees up anything held for the order — ingredient stock and, for bookable venues, the time slot — so it goes back on sale. If the order had already been sent to the kitchen, or its pickup or service time had already passed, before it was cancelled, the ingredients used are gone rather than returned — they're recorded as waste instead of put back in stock.

Shortcut: on the full-refund screen, tick Also cancel this order to refund and cancel in one go — useful for the common case of a customer cancelling their booking.

Creating an order

Click Create order on the Orders page to open the order builder — handy for phone orders, or ringing something up without going to a POS device.

Search finds everything — type a name, tag, category, or price to find what you're adding.
Bookable items show you times to pick. Choosing a time holds it for 10 minutes while you finish the order, so it can't be sold out from under you while you're still building the sale.
Attach a customer in the Customer box if you like, or leave the order walk-in.
Checkout creates the order and takes you straight to its Payments tab to collect payment.

Abandoned orders explained

When a customer gets as far as the payment screen on a kiosk or online checkout and then walks away, the order is marked as abandoned. These are tidied up automatically in the background:

No payment was taken, so there's nothing to refund.
Any booking holds attached to the order are released so the capacity goes back on sale.
Abandoned orders don't count toward your sales figures.

You don't need to manage them — they exist so a half-finished checkout never blocks stock, bookings, or your reporting.