Connection Between Online Order and the POS

Orders from Online Order go directly to the POS, appear on the KDS, and are automatically linked to the CRM.

How an online order flows

1. The guest confirms their order in Online Order
2. The order is created with status "awaiting payment" in the POS
3. KDS (Kitchen Display) shows the order as soon as it's paid
4. The guest pays via card/Swish in the chat interface
5. The order is marked paid in the system
6. Payment and receipt are logged in the POS

What appears in the POS?

An order from Online Order looks like any other order, with a few additions:

• Order source is marked as "Online" so staff can see where it came from
• Guest's name is shown if provided in the chat
• Phone number is shown if the guest has verified their number via SMS
• Table reference is automatically linked if the guest scanned a table QR code
• Special requests and comments from the guest appear on the order lines

Pending orders and payment links

If the guest closes the browser mid-payment, the order stays as "awaiting payment". The guest can:

• Click the secure link in their SMS receipt to return and complete payment
• Continue from the same chat session in the same browser
• Open the digital receipt link and complete payment there

Staff can see these pending orders in the POS and manually cancel or follow up.

Loyalty, gift cards, and stamp cards online

The guest can redeem:

• Loyalty points – reduces total, points deducted
• Gift cards – 6-digit code, balance deducted
• Stamp cards – free product redeemed as discount

All handled in the receipt view before payment. Order total is updated to account for all redemptions.

CRM connection

The guest's details are automatically linked to your CRM:

• Name and phone number are registered if verified via SMS
• A customer profile is created or matched against an existing guest
• Order history is saved and visible in the guest profile
• Tags and segments are applied based on your automation rules

KDS display

On the kitchen display, online orders show:

• Clear marking that it's an online order
• All products, options, and comments
• Same priority and flow as POS orders

Returns and modifications

• Online orders can be returned just like regular orders in the POS
• Modifications are made in the POS after the order is created
• The guest cannot modify a confirmed order themselves – they need to contact the restaurant

Fiscal compliance

Online orders currently don't use the control unit; for fiscal safety use the POS. This is being updated. See the separate article "Fiscal Compliance for Online Orders" for what you as a restaurateur should know.

Good to know

• The menu in Online Order is always synced with the POS
• Products that are sold out or hidden in the POS are not shown online
• All online orders are included in sales reports and Analytics
• Payment method is currently card online – split payment coming later