Retrieve/Modify Past Orders

At some point you may need to retrieve or modify a previously submitted order. For example, if a customer requests to add something to their order that was already sent to the kitchen- you will follow these steps to do so.

To retrieve a past order:

Step 1: Click the "Modify Order" button, located at the bottom right side of the Portal screen:

Step 2: Search for the order by typing in the customer's name or the order number in the search bar that opens: 

Step 3: Select the order once it appears. The order ticket will reopen, and you can view the previously placed order. You can also see if there is still a balance due (at the bottom):

To modify the order:

You can add to or modify an order that has NOT been paid for. Follow the steps above to retrieve the order, then make any changes necessary.  

Once you are finished click the “Notify Kitchen” button located on the button of the screen: 

For paid orders:

If the modification results in an adjustment of the customer’s total on a previously paid order, the payment will have to be adjusted. If the customer is present, you can take payment on the balance remaining. [See article: Taking Payments].

For credit card adjustments, inform your restaurant lead or manager. They will assist with the adjustment.

“The customer is unsure what their order number is or what name the order was under. What can I do?”

• You can attempt to find the order based on the items or total. If the customer is requesting an addition to their order, you can put in a separate order and make a note under Special Requests that the order is Part 2 of a previous order.
• If they are requesting to remove or modify an item, you can use the Print Note feature to notify the kitchen, and also inform your restaurant lead that you need assistance with an order.

“A customer is requesting separate bags, extra napkins, no straws, etc. What is the best way to inform the kitchen?”

• Follow the above steps to retrieve the order, add a Special Request, then click “Notify Kitchen.” If the order has already been processed and closed out, you can use the Print Note feature to send a note with the customer’s name and request.

If you are unable to locate an order by searching…

• Chances are, the order number is incorrect or the name was entered incorrectly. Ask the customer for one of the order items, and take a look at pending orders. You will most likely find the order that way.
• If not, select the "Print note" button and utilize the note-sending function. Send a note to the kitchen with your station and the customer's name for pickup. You can also alert them that you are unable to find the order to check in. 

For more help with taking payments…

•     See this related article: Taking Payments

• Taking Payments
• Special Request