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Managing Order Anywhere orders

In this article, we explain how to manage incoming orders from customers via Order Anywhere.

To receive orders, make sure the POS device that is assigned to Order Anywhere is connected to the internet and a staff member is clocked in. The device configuration assigned to the device must also have an assigned printer so that receipts will print for the incoming orders.

Handling online-paid orders

When an Order Anywhere order is submitted, production stations will receive a production ticket with details of the incoming order and receipts will print to the assigned printer for the order.

Handling in-person paid orders

When an Order Anywhere order is submitted, production stations will receive a production ticket with details of the incoming order. If the customer will pay for the order in-person at the counter while picking up the order, the POS user proceeds with the following steps:

  1. In the Restaurant POS app, tap Orders to view all open orders.

    register-tab-orders.png

  2. Tap Pick up/Delivery to access the list of open pick up or delivery orders.
  3. Select the Order Anywhere order to be completed to open it on the Register screen. You can distinguish an Order Anywhere order by the order code. 

    register-select-order.png

  4. Tap the cutlery icon  (covers) to adjust the number of covers for the order, and tap Confirm.

    register-tab-covers.pngregister-enter-covers.png

  5. Proceed with the payment like any other dine-in order in the restaurant.

Refunding orders

Refund an Order Anywhere order to cancel it and return cash or credit payment to the customer. Same-day, previous-day, and partial order refunds each have a different set of steps to perform.

Only orders that have been received in the Restaurant POS app and paid for can be refunded. Orders appear on the POS at the customer’s scheduled pickup time minus the time required for order preparation.

Same-day order refunds

To refund an order the same day it was received at the POS, void the order in the Restaurant POS app.

  1. In the Lightspeed Restaurant POS app, tap Receipts on the navigation bar.
  2. Select the receipt for the order you want to refund.
  3. Tap the green options icon, then select Void receipt.
    pos-void-receipt-options-button.png pos-void-receipt-button.png

     

  4. Review the message prompt then tap Yes.

    Voiding a receipt creates a transaction for a negative amount that cancels out the original order total in reporting. This action cannot be undone.

  5. Select a reason for the void. For example, Taste or User mistake.

    Additional void reasons can be added from the Back Office.

  6. Follow the relevant bullet below to finish processing the refund.
    • If the customer paid online, their payment will be automatically returned to the card used for the order.
    • If the customer paid via an integrated payment terminal at your restaurant, their payment will be automatically returned to the card used for the order.
    • If the customer paid in cash, give them cash for the total amount of the order.

Historical order refunds

To refund an order that was received at the POS on a previous day, void the order in the Back Office.

  1. Log in to the Back Office with your Lightspeed credentials.
  2. Select Reports > Reports from the navigation bar.
  3. Click Receipt Report in the Account Reports section.
  4. Locate and select the receipt for the order you want to refund. To learn how to filter for a specific receipt, visit our Receipt Report article.
    back-office-receipts-report-select-receipt.png
  5. Scroll down and click Cancel receipt.
    back-office-receipts-report-cancel-receipt.png
  6. Select a reason for the cancellation, then click Confirm. For example, Taste or User mistake.

    Additional void reasons can be added from the Back Office.

  7. Review the message prompt then tap Yes.

    Canceling a receipt creates a transaction for a negative amount that cancels out the original order total in reporting. This action cannot be undone.

  8. Follow the relevant bullet below to finish processing the refund.
    • If the customer paid online, their payment will be automatically returned to the card used for the order.
    • If the customer paid via an integrated payment terminal at your restaurant, their payment will be automatically returned to the card used for the order.
    • If the customer paid in cash, give them cash for the total amount of the order.

Partial order refunds

Perform a partial refund to return a portion of a customer’s order payment. Click the relevant drop-down below to learn how partial refunds work for orders paid online or in person. Note that the steps to partially refund an order paid online will vary based on if you use Lightspeed Payments or Stripe as your credit card processor or if the order was paid in person.

Important: Partial refunds do not appear in Lightspeed reporting and therefore create inaccuracies in those reports. To offset the refund amount in your Back Office sales totals, you can add a negative value transaction representing the refund via the Receipts Report.
  • Paid online via Lightspeed Payments

    1. Contact us to request that our Lightspeed Payments support team partially refund the transaction.
  • Paid online via Stripe

    1. Sign in to the Stripe Dashboard.
    2. Click Payments.
    3. Locate the payment you want to refund.
    4. Click the three-dot icon next to the payment, then select Refund payment.
    5. Enter the refund amount and select a reason for the refund.
    6. Click Refund to confirm the transaction.
  • Paid in person

    1. Manually refund the amount to the customer in their original payment method.

Enabling and disabling online orders

In the Lightspeed Restaurant POS app, go to the Status Preview tab to control whether integrated online orders can be placed. If disabled, customers will see that online ordering is unavailable when visiting your Order Anywhere page.

This only disables integrated online orders which sync directly to your POS device. Non-integrated online orders can still be entered manually.
  1. Tap the four dots on the navigation bar (Status Preview tab).
  2. Tap the shopping bag icon shopping-bag__1_.png within the status menu.
  3. Use the prompt to enable or disable online orders as needed.

    Online_order_enable_disable__2_.png

 

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