Review and edit an order

Admin → Orders → select an order

Availability and access

Order changes require orders.manage; read access alone does not permit edits.

Refund or void a Verifone online payment

The Admin order payment section supports total or partial matched refunds and total VOID for an eligible single Verifone online payment, for owners/managers with payments.manage. Provider state, captured amount and verified history govern eligibility, not a fixed 24-hour rule. This does not cancel preparation or fulfillment and does not add a POS terminal refund button. Unknown results stay reserved and must be checked, never resubmitted. Invoice4U credit/cancellation documents require a separate check. See the online payment procedure.

A captured ABS sale still AUTHORISED/AUTHORIZED or SETTLEMENT_REQUESTED is not settled: Admin shows Available to void and only Void entire payment, with no prior refund. Refund payment and Available to refund require an explicit settled state or verified partially-refunded history. Generic APPROVED/COMPLETED, contradictory states or missing evidence offer neither action. A state change before confirmation rejects the stale action; it never switches VOID to REFUND automatically. Request rejected by Verifone means no return of funds is confirmed, not necessarily an issuer decline.

Find the right order

Choose order/date basis, status and fulfillment filters. Open the order and verify number, customer, service date and payment status before acting.

Create a staff order

Build the ticket in New order, then select Continue. Complete order opens inside the ticket panel. Choose pickup or delivery and its date, then explicitly choose how the order will be paid. Payment link and Charge a card appear only for an eligible Sumit restaurant; card entry also requires payments.manage. Record a received payment records cash or a card already collected elsewhere: select the method and confirm the displayed received amount. Changing the amount or recorded method clears that confirmation. Pay later creates an unpaid order. No payment is marked received by default. Enter the customer name and phone for a received payment, later payment or card charge; delivery also requires an address. A payment link lets the recipient supply these details. Expand Apply discount or Production options only when needed. Hosted Sumit orders enter production after payment confirmation. Review the fixed total and use the action matching your choice once. Back to items keeps the customer and date; recheck discounts and delivery fees after editing the ticket. Removing a line offers Undo for ten seconds. Clear all discards both the ticket and customer details. Sales mode collapses the existing navigation; select it again to restore it. If creation fails, the draft stays available. Check a saved order before retrying an uncertain result.

Edit saved details

Use the available edit action to change customer, address or fulfillment details. Save and reread the order; review preparation, fees and date restrictions before changing an existing schedule.

Accept, prepare and hand over

Use the offered order actions with orders.manage. Confirm served, Confirm customer pickup and Confirm delivery record the stated operational action: they are not financial check closure or a bank deposit. Verify the actual handoff before confirming and review payment separately. Check consequences before rejection or cancellation; do not confirm service merely to remove a paid order from a list.

Send customer messages deliberately

In order details, Send a WhatsApp message opens the shared Business/app composer. Customer messages retains tracked attempts and provider evidence. Follow the detailed procedure below for one order or a selection.

Review the WhatsApp attachment

In an order, the preview of a configured Meta photo/PDF message shows the filename. Click it to open the authorized fixed file or the PDF generated for that order without sending a message. If the file or amounts change after review, prepare a fresh preview before sending. Customer messages retains the filename with each attempt, including failures; Delivered and Read come from WhatsApp’s return. A filename alone does not prove delivery. The binding is configured in Order workflow or Communications → WhatsApp.

Add items from the article library

With orders.manage access, open New order. Select a carte or Article library above the search field. The library includes all active restaurant items, including items outside any menu or the selected rotating series, and is available even when there is no POS carte. Search by item name and select an item; choose its size, modifiers or combo contents when prompted. Sold-out items remain disabled and inactive items are absent. Switching between a carte and the library preserves the ticket. Complete contact and fulfillment details, review the total and submit once. Adding an item here does not publish it on a menu or the guest website. If an item is missing, check its active status in Items; for a sold-out item, check its stock and availability before retrying.

Review a route-based delivery reminder

For an assigned delivery with a saved customer-window setting, reminders use the route arrival plus the configured duration, rather than the order’s broad scheduled slot. For example, arrival at 08:30 and 90 minutes produces 08:30–10:00. Configure it in Orders → Deliveries → allocation, beside the time at each stop, and review the manual or approved WhatsApp preview before sending. The same range supplies Twilio, Meta and stage reminders; existing template variables and J-1 eligibility remain in effect. Unconfigured historic routes keep the original saved slot. If the range cannot be verified, recalculate the route and reopen the reminder. A changed approved preview must be reviewed again before sending. Editing a template alone does not calculate a route or change its margin.

Make a one-order combo exception

With orders.manage permission, open New order or edit a saved order in Admin and open its combo composition. In the relevant step, select Choose another item. Remove one selected unit first if the step is full, search the restaurant article library and choose the replacement and its size. Exception · included identifies the choice. Active fixed-price individual items are eligible, including items outside the active carte; inactive, sold-out and weight-priced items and other combos cannot be used. Required step quantities, per-item limits and configured portions still apply. Save the combo, review the ticket and submit once. For example, replace the beef in a two-main Mamie formula with fish while retaining chicken. The replacement and its size add no surcharge; other normal configured choices keep their existing surcharges. The formula base price and saved definition do not change, and editing an existing order preserves its original base-price snapshot. The choice survives draft restoration and reopening the order editor. Guests cannot request this exception. If rejected, refresh availability and choose an active item in an allowed size; a failed saved-order replacement retains the previous composition.

Find the original stock movement

Predefined item stocks now have a journal under Items & menus → Stock history and on each product. A rotating carte can prepare initial allowances per series and publish them without restoring already committed units. Previous remaining counts are not carried forward. Order changes and pre-production releases use the original frozen pool; a produced item remains consumed. Ingredient/preparation quantities and recipe costs remain separate. See Availability for initial imports, corrections and history filters.

Choose how to send a reminder

Approved WhatsApp reminders can be previewed early, while manual buttons remain blocked until the day before delivery in the restaurant’s timezone. Orders → Deliveries → WhatsApp reminders reviews and confirms reminders across every route on the selected date; WhatsApp customer and Send this reminder handle one customer. Messages use the saved route’s calculated arrival window and assigned courier. Manual buttons use the global reminder template; automatic stages retain their explicitly configured template and timing in Order workflow. For day-before-only sending, select that timing on the intended stage, for example Ready. Opening a preview enables no trigger. A previously submitted, uncertain or failed reminder is never sent again by another mode, even if its text or provider changes. Changes before sending require a refreshed preview. Acceptance does not prove delivery; consult Customer messages on the order. Preview text represents the current calculation, not an earlier stored message.

Keep the order’s variant positions

When adding an item configured with positions, choose a character or option in every required field before Add to order. The format price is counted once. Order details list each position separately from additions/removals; quantity and note edits preserve these choices. Review them before confirmation and preparation.

Send WhatsApp messages for one or several orders

Prerequisites: permission to manage orders. Sending from Foody requires an already configured, active business number and approved model. Creating or editing models still requires settings access.

1. In order details, click Send a WhatsApp message beneath the customer’s contact details or in Actions. For several orders, select list rows and click the same button. Selection covers only the displayed page, up to 25 orders; changing filters, date, page or restaurant clears it.
2. Choose WhatsApp Business to send from Foody, or WhatsApp app to prepare editable text and send it yourself.
3. With Business, choose Order confirmation, Delivery reminder or Satisfaction after an order. Foody uses the configured approved global model, including its actual language and attachment. This panel cannot send free text through the API or choose an arbitrary library model. Select each recipient to check the phone, sender and exact content. Click an attachment’s filename to preview it.
4. Only ready previews can be sent. Missing details, reminders that are not due and previous attempts stay visible. Reminders retain their sending-date policy and need the saved delivery window and assigned courier; satisfaction requires a completed delivery or pickup order and active configuration. Click Send message or Send N messages. For multiple selected orders, confirm the eligible count. Each order produces a separate message; one customer with several orders may receive several messages.
5. In the app channel, choose confirmation, delivery information or receipt link. Language starts with the customer’s language, falling back to the restaurant’s language. Each draft and language can be edited. Open WhatsApp opens only the selected conversation; send inside WhatsApp, then return to select the next recipient. Foody reports only WhatsApp opened, without claiming sending or delivery. Discarding edited text requires confirmation.

Result and recovery: Business statuses distinguish acceptance from delivery and reading when reported by the provider. Refresh checks the original attempt without resending it. A lost response remains unconfirmed and is never replayed automatically. If an order or model changes, remaining sends stop: refresh and review again. Correct missing saved details or configuration, then refresh unavailable previews. Allow pop-ups if the app does not open. Customer messages retains tracked history. Workflow automations keep their configured models and triggers; opening this panel does not activate or change them.

WhatsApp template image

Approved WhatsApp Utility templates with a photo automatically use the image retrieved from Meta when no local file was selected. The preview displays that image; a change before a manual send requires another review. Retrieval failure blocks sending without a text-only fallback. Configure or refresh the template in Settings → Communications → WhatsApp. See the WhatsApp guide.

Choose the customer WhatsApp recipient

If the customer uses a different WhatsApp number, open Clients → their profile, select Use for WhatsApp under Phone numbers and save. That number is used by Meta and Twilio messages and by WhatsApp app handoffs from the order, including link and document sharing. The order phone remains its contact and SMS-verification number. Check the preview recipient; changing the WhatsApp selection requires a new reviewed preview before an API send. Saving the customer profile sends no test message.

Sumit prepared orders

Compatible versions offer a Sumit-only Foody basket link and hosted card entry in Admin. The customer-link choice allows details to be completed by the recipient. Prepared pending baskets stay immutable; check the saved order before recovery. See the complete Sumit procedure. Publish this guidance with the matching API, Admin and guest Web rollout.

Use cash with an optional card guarantee

In order details, the Card guarantee panel separates the reserved amount, validity and state from the money received. Record the full cash amount only after physically receiving it through the existing authorized collection flow; an open physical drawer still requires the same POS cash context. Recording cash prevents a concurrent card debit and requests release. A release awaiting confirmation does not undo received cash. Partial cash payments and relabelling the guaranteed payment as an external card/transfer are refused while the guarantee is active. If no cash was received, staff with payments.manage may choose Charge the guaranteed card and explicitly confirm the full debit. There is no automatic debit for an unpaid order. The sale becomes card-paid only after Stancer confirms capture. Do not use manual status corrections to simulate a guaranteed payment.

Acceptance and recovery: cash card guarantees.

Confirm a zone delivery time

With order-management permission, open the delivery detail and Time awaiting confirmation or Confirm delivery window. New zones list their covered weekdays; historical orders may still display their original promised windows. Enter the date, start and end within the allowed calendar. Changing the day requires a reason. Confirm and verify the date and time in the order and customer tracking. A time outside the verified calendar is rejected: check Delivery settings or retain the promised slot before retrying. An already reserved basket does not acquire a new preparation delay. Confirmation keeps the address and fee and sends no message; customer communication uses its dedicated action.

Leave an optional choice empty

When adding an item from the Admin library, complete required positions. A position made optional on the item may remain on Choose an option; return to that value to remove a choice before Add to order. Only positions actually selected are retained. The absolute format price remains unchanged and modifiers keep their separate deltas. For optional same-day delivery, review the Delivery zones and schedules guide with compatible API, Admin and guest versions: the customer may choose only the day, see an estimate before payment and receive a restaurant-confirmed time later. Future bookings retain their configured mode. The restaurant’s local date determines same-day rules.

Review independent confirmations

In a saved order’s actions, review preparation and handoff separately from payment. Handoff review selects the actual physical units; financial splitting does not multiply them. Before closure, review the exact check or financial portion and its confirmed balance. A closed scope refuses new commercial changes; another open batch is not closed by that action. See tracking and confirmations.