POS how-to
Online fulfillment training
Work the online orders inbox from accept through complete, confirm payment, and communicate with customers.
Audience
Staff fulfilling online orders from the POS.
Before you start
- Online ordering is enabled and the storefront is live.
- The station shows the online orders inbox.
- You know the pickup, delivery, or handoff process for your site.
How to
Modules and lessons
Module 1
Manage the queue
Watch the inbox and accept incoming orders.
Lesson 1.1
Inbox
Monitor the online orders inbox on the station. New orders alert here — keep the inbox visible during service.
Lesson 1.2
Accept and acknowledge
Accept or acknowledge each order so the customer knows it was received and a quote time is set.
Module 2
Fulfill
Move an order from prep to ready to complete.
Lesson 2.1
Prep
Move the order into prep so the kitchen or line starts making it and the status reflects real progress.
Lesson 2.2
Ready
Mark the order ready when it is bagged or plated for pickup, delivery, or handoff.
Lesson 2.3
Complete
Complete the order once it is handed off so it leaves the active queue and lands in history and reports.
Module 3
Money and the customer
Confirm payment status and communicate with the guest.
Lesson 3.1
Payment status
Confirm the order is paid before releasing it. Flag unpaid or failed payments to a manager rather than handing over product.
Lesson 3.2
Customer communication
Use the built-in prompts to tell the customer about delays, substitutions, or that the order is ready — keep changes clear and timely.
Practice
Practice checklist
Accept an incoming online order
Move an order into prep
Mark an order ready
Confirm payment status before handoff
Complete an order and find it in history
Watch-outs
Common mistakes
- Handing over an order before confirming it is paid.
- Leaving orders unacknowledged so customers get no quote time.
- Marking an order complete before it is actually handed off.
Train the next role
Continue with another role guide, or return to the installation hub.