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 is on by default, narrowing the list to orders taken on the register you're standing at. Turn it off to see every till at this location — 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 shows an Add customer row and a Table box at the top, so you can fix either without a separate screen: type a name, email or phone to find and attach an existing customer, or tap Change on a linked profile to swap it and Detach profile to remove it; type into the table box to filter the location's tables, or tap the arrow for the full list, including No table. A Save button appears once you've changed something; Discard puts it back.

Below that you'll find Take payment while a balance is outstanding, Refund, Edit items and Details side by side, Send to KDS, and Receipt. Tapping Receipt opens the QR code, Print and an email box — and, if this register has a customer screen, shows the order number and QR code on it for as long as the receipt panel is open. Close the panel, pick another order, or start ringing up the next sale and the screen goes back to normal. Type into the email box to find an existing customer and add them to the order. For an order that hasn't been paid yet — an open tab, say — Show bill puts it on the customer screen instead; tap Stop showing to take it off.

Each item on the order has a chef's hat icon. Tap it, then tap Remake? to send just that item back to the kitchen — handy when one dish needs to be made again without re-sending the whole order.

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).

A search panel sits beside the tabs on every one of them, so an item the customer forgot is always a keystroke away: type to filter, arrow keys to move, Enter to add. Anything you add is staged onto the order until you save it (see Editing an order below).

Below that are four tabs:

Details — customer name, phone, email, table number, order type, notes, and the linked customer profile. All editable in place.
Items — every item with modifiers, quantities, prices and its own kitchen note, all editable in place, showing which booking each item belongs to for bookable venues, with the order totals including discounts, tip, and rounding. Discount, gift card and loyalty codes are applied from under the totals.
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, bank transfer, cheque, gift card, or send a payment link by QR, email or SMS), edit the tip before anything's been taken, or start a refund. Recording a bank transfer or cheque takes an optional reference (a bank reference or cheque number) alongside the amount. 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. If your business has a valid ABN saved under Settings, the receipt shows a "Tax invoice" heading with that ABN (and, for sales of $1,000 or more, the customer's name) — receipts include the details a tax invoice needs.

Editing an order

The order page is editable as you find it — there's no "edit" button to press first. Change a quantity, fix a price, add a note to a line, add an item from the search panel beside it, or correct the customer's details on the Details tab, and a Save bar appears along the bottom telling you how many unsaved changes you have, with Save changes and Discard. Nothing is written until you save, and until you do, the money actions (taking a payment, editing the tip, refunding, moving the status) are held — they act on the saved order, and it would be misleading to run them against a total you can see but haven't committed. Leaving the page with unsaved changes asks you to confirm first.

If someone else changes the order while you're working on it — another staff member, a register, an online payment — the Save bar tells you and offers Reload & reapply, which pulls the newer order in and puts your changes back on top of it, naming anything it couldn't carry over.

If the total goes up on a paid order, the extra is collected as another payment. If it goes down, nothing is sent back automatically — the order simply shows as holding more than it's owed ("Excess paid"), and you refund it yourself from the Payments tab, choosing how the money goes back. What you can save depends on your role. Managers save anything. Other staff can save changes that don't touch the money — order notes, a line's kitchen note, contact details, the linked customer, table, order type or pickup time — with no approval, so a note can be added at any time. Changing items, quantities, prices or discounts is different: if it lowers the total you're asked for a manager's PIN, and if it raises or holds the total a manager has to save it. 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. An order that's already had a refund can still be edited — a past refund is never affected by a later edit. 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:
- Excess — shown only when the order is holding more than it's owed (from an edit that lowered the total, or an over-collection); prefilled with exactly that amount.
- Full — everything back.
- Partial — a custom dollar amount.
- Line items — refund specific items only.
Choose how the money goes back: card, cash, gift card, bank transfer or cheque — whichever matches how (or how you'd like) the customer to be repaid, regardless of how they originally paid. If gift-card value is still sitting unrefunded on the order, gift card is suggested first, since that's real money the business would otherwise be giving away twice.
For a card or gift-card refund, choose which payment(s) it comes off if the order was paid more than one way — see Payments and the till for how a multi-card split works. A cash refund can optionally be attributed to an open till so your drawer count stays accurate.
Add a reason (it's kept in the order history).

After a partial refund you can still take the money again if needed (for example, the customer changes their mind about a returned item): the order shows Refunded $X · can be collected again, and Take payment accepts up to that amount by card, cash, bank transfer, cheque or gift card. Customers are never asked to repay a refund through a payment link, invoice, kiosk or QR. Tips and loyalty stay as they were once an order has been refunded, and a fully refunded order stays closed — start a new order instead.

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. See Refunds and edits for the full flow, including the manager PIN step.

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.

When a sale is refused

An order is checked against your current product setup at the moment it's created — on the register, at a kiosk, on a QR menu, online, and in the Create order builder above. If a product has been archived, has fallen outside its sale window, or is a parent product whose options are what actually sell, the order isn't created and the message names the item:

"Flat white" isn't available any more
"Happy hour schooner" isn't on sale right now
"Kayak hire" needs an option selected — pick one of its options

Swap that item for another, pick one of its options, or reopen the product's sale window under Products → Availability, then try again. Nothing is charged when an order is refused.

The check also runs whenever an item is added later — to a tab that's already open, or to an existing order you're editing. An archived item, one outside its sale window, or a parent product with no option chosen is refused there too, with the same message.

Lines already on the tab or the order are left alone. They were quoted to the customer before anything changed, so changing a quantity or removing a line still saves normally, even if that item has since been archived.

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.