Why This Matters

The order screens are where staff keep track of what has been sold and what still needs attention - a table waiting to pay, an online order waiting to be accepted, a delivery waiting for a driver. Reading the list and the statuses correctly keeps service moving and prevents missed or double-handled orders.

This guide explains the order list and its filters, what each order status means and how statuses progress, what you can do from an order's detail, and the full lifecycle of an online order from arrival to completion.

The Order List

The POS has two separate order screens, reached from the side menu:

• Order — Your in-store orders - everything rung up on this POS.
• Online Order — Incoming orders from connected channels and delivery platforms, which need to be accepted and progressed (covered later).

What the List Shows

Each row summarizes one order. Typical columns include:

• Order ID (invoice), Queue number, Staff, and Table name.
• Tent / pager or Customer name, Order Type, and Payment method.
• Status (a colored dot plus label), Total, and Order Time.
• An Action column with the next available step (for example pay, cancel, or advance status).

Filtering and Searching

• Search — A single "Search Order" box matches the order - for example by invoice or customer.
• Date range — Pick a day or a range. Choosing a range also pulls older orders from the server.
• Status — Filter by status; the options offered depend on the screen and tab (in-store vs online).
• Order type / delivery method — Filter by dine-in, takeaway, delivery, or pickup; online screens can filter by delivery method (FoodPanda, Lalamove, GrabFood, Pickup).
• Refresh — The list pages as you scroll. The Online Order screen has a Sync button to pull the latest incoming orders; the in-store list refreshes as orders are made.

Order Statuses and What They Mean

The status tells you where an order is in its life. The common statuses are:

• Unpaid — An open order not yet paid (for example an open bill).
• Complete — Paid and finished - the normal end state for an in-store sale.
• Waiting Sales Confirm — A new online order awaiting your accept or reject.
• On Process — Accepted and being prepared.
• Ready to Pick Up — Ready for the customer or driver to collect.
• On Delivery — Out with the driver.
• Picked Up — Handed to the customer or driver.
• Assigning Driver / Failed to Find Driver — Delivery (Lalamove) is finding a driver; if none is found you can retry.
• Canceled — The order was rejected or canceled.
• Refund / Void — The order was refunded or voided (see the Refunds & Voids guide).

How Statuses Progress

Statuses generally only move forward. Typical paths:

• In-store — Unpaid → Complete (once paid). Where the store's Order Status flow (Portal > Settings > Order Status > Action Button Status) has the next statuses set to Active, an order advances Received → Preparing → Ready → Complete, with the cashier tapping the next-step button. The same progress flow applies to IdeFood / in-app (QR) orders. If the store uses a KDS/EDS, these statuses are advanced from the KDS/EDS instead of by the cashier.
  
  
• Online delivery — Waiting Sales Confirm -> (accept) -> On Process -> Ready to Pick Up -> Picked Up / On Delivery -> Complete. Rejecting sends it to Canceled.
• Scheduled order — The starting status depends on how it was paid - an order paid online arrives as Paid, while one set to pay at the counter (cash) arrives as Unpaid. After the store accepts it (Accept Order); use Print to Kitchen, then it advances On Process -> Ready to Pick Up -> Complete.

Order Detail

Tap an order to open its detail. It shows the full record of the order:

• Order ID / number, queue, status, order time, and type.
• Table or delivery method, scheduled time (if any), and a reference to a previous order where relevant.
• Staff, customer details (name, email, phone), and recipient name for delivery.
• The item lines, the pricing breakdown, and split-bill payment details.
• An Activity Log / history of the order's status changes (in the Portal; on POS the current status is shown).

The actions available from the detail depend on the order and your permissions. They can include:

• Print / reprint receipt — Reprint the receipt, or choose a specific printer; send an e-receipt where enabled.
• Add to Shift — Attach an order that was completed outside an open shift (manager PIN).
• Edit -> Change payment method — Correct the recorded payment method.
• Refund / Void — Reverse the sale (manager PIN) - see the Refunds & Voids guide.
• Online-order actions — Accept, reject, advance, or cancel, for online orders (below).

Working with Online / Scheduled Orders

Online orders come from connected channels and delivery platforms and are handled on the Online Order screen. They must be accepted and then advanced through their lifecycle by staff.

Where They Appear

• Online Order screen — Open it from the side menu. A badge shows how many orders need action.
• Tabs — Depending on your region, the screen splits into tabs such as IdeFood, Online (delivery), and Scheduled Order, each with its own columns.
• Sync — Use the Sync button to pull the latest incoming orders. The device must be online and synced for new orders and counts to appear.

Accepting or Rejecting a New Order

A new order arrives as "Waiting Sales Confirm". For each one you can:

1. Review the order (you can Edit items before accepting, where the platform allows).
2. Tap Accept to confirm it, or Reject to decline it.
3. If rejecting, choose a reason - for example "Most or all items are unavailable", "We're too busy right now", "We're closed right now", or "We're closing soon".

Advancing an Online Order

After accepting, move the order along as you prepare and hand it over:

• Ready to Pick Up — Mark the order ready once it is prepared, so the driver or customer can collect.
• Handover / Picked Up — Confirm the order has been handed to the driver or customer.
• Complete — The final state once the order is fulfilled.
• Adjust the estimated time — For GrabFood orders that are On Process, you can update the estimated ready time (within the allowed maximum).

Delivery Drivers (Lalamove)

• Assigning a driver — The order shows "Assigning Driver" while a driver is found.
• No driver found — If the platform fails to find a driver (or the request expires), a Retry / Try Again option appears.
• Cancel — While assigning, you can cancel with a reason.

Scheduled Orders

• Accept ahead of time — A scheduled order is accepted in advance; its card shows when it is scheduled for, color-coded as the time approaches.
• Proceed to kitchen — After accepting, use "Print to Kitchen" to send it for preparation at the right time, then advance it to Ready to Pick Up and Complete.
  
  
  

Preconditions, Permissions & Limits

• Connectivity for online orders — The Online Order screen relies on syncing; the device must be online for new orders, counts, and status updates.
• Manager PIN for sensitive actions — Canceling an unpaid order, adding an order to a shift, voiding, refunding, and changing payment all require a manager PIN.
• Mobile (mPOS) mode — In mPOS mode, non-managers may be blocked from paying or canceling orders; managers are not.
• Shift reconciliation — Orders completed without an open shift are flagged and can be added to a shift later; there is no hard block on viewing them.
• No auto-accept on the POS — The POS itself does not auto-accept online orders - staff accept or reject them. (Auto-accept is a Portal / IdeConnect setting; see below.)
• Order changed elsewhere — If an order was updated on the server (for example paid on another device), acting on the stale copy shows a conflict message - reload and try again.

In the Merchant Portal

The Portal complements the POS. Admins use it mainly to review order history and configure how orders behave, rather than to run the live counter. What the Portal offers:

• Order list & history — A full order list with filters (date range, store, device/channel, staff, order type, status, payment type and method) and a summary strip (total orders, dine-in, takeaway, delivery).
• Order detail & activity log — Open any order to see its details plus an Activity Log of status changes.
• Export to CSV — Export the filtered order list to a CSV file.
• View online / delivery orders — See IdeConnect (GrabFood, FoodPanda, Lalamove) orders and their statuses, connect or disconnect partners, and trigger a sync. Note that manually accepting or rejecting an individual incoming order is done on the POS, not the Portal.
• Auto-accept setting — For scheduled orders, turn on auto-accept in Scheduled Order settings. For IdeConnect delivery, a per-partner Auto Accept Order option (e.g. FoodPanda: Off / Delay / Immediately) is available on the partner's IdeConnect page.
• Order-related settings — Scheduled Order rules, Order Status ticket layout, operational / delivery hours, and receipt-and-kitchen template binding per order type.
• Reports & analytics — A Sales Summary report per store and an order analytics dashboard.
• Void — An admin can void an eligible order from the order detail (not for IdeConnect orders).

Best Practices

• Watch the Online Order badge — Check the badge and sync regularly so new orders are accepted promptly.
• Accept quickly, reject with a clear reason — Fast acceptance keeps delivery ETAs accurate; when rejecting, pick the reason that best fits so reporting stays meaningful.
• Advance statuses as they really happen — Mark Ready and Picked Up at the real moments so customers and drivers get accurate updates.
• Use the date range for lookups — Set the date range before searching older orders so the list pulls them from the server.
• Reconcile stray orders — Add any orders completed outside a shift to the correct shift before closing.
• Use the Portal for history and settings — Review, export, and configure order behavior in the Portal; run the live flow on the POS.

Common Pitfalls

• Missing new online orders — Not syncing / being offline means new orders and the badge won't update - sync and check connectivity.
• Expecting to accept online orders in the Portal — Accept / reject of individual orders is on the POS; the Portal's lever is the auto-accept setting.
• Looking for older orders without widening the date range — Older orders are pulled when you select a date range - set it first.
• Trying to reverse a status — Statuses move forward only; you cannot step an order back to an earlier status.
• Acting on a stale order — If someone changed the order elsewhere, you'll see a conflict message - reload before retrying.
• Expecting refund from the Portal — Refund is currently a POS action; the Portal refund button is hidden.

Quick Reference

Status Glossary

• Unpaid — Open, not yet paid.
• Complete — Paid and finished.
• Waiting Sales Confirm — New online order awaiting accept/reject.
• On Process — Accepted / being prepared.
• Ready to Pick Up — Ready for collection.
• On Delivery / Picked Up — With, or handed to, the driver.
• Assigning Driver / Failed to Find Driver — Finding a delivery driver; retry if none found.
• Canceled / Refund / Void — Rejected/canceled, refunded, or voided.

POS vs Portal

• Run the live counter (accept/advance online orders, pay, reprint) — POS.
• Review order history, filter, export CSV, activity log — Portal.
• Connect delivery partners, sync, auto-accept, order settings — Portal.
• Void an order — POS or Portal (Portal not for IdeConnect orders).
• Refund an order — POS (Portal refund currently hidden).