Printing orders from other channels — help

Orders don't only come from your tills. Guests order and pay online, at the kiosk, from a table QR code, and through Deliverect. As soon as one of these orders is confirmed and sent to the kitchen, its tickets print automatically — no one has to open the order on a till or tap anything.

When tickets print

Order comes from	Tickets print when…	Ticket heading
Online ordering (collection or delivery)	the card payment is taken	ONLINE ORDER #123
Kiosk, paid by card at the kiosk	the kiosk payment is approved	KIOSK ORDER #123
Table QR code	the guest places the order (staff are on hand, so it isn't held for payment)	TABLE ORDER #123
Deliverect	the channel order arrives already paid	DELIVERY ORDER #123

The number is the order number the guest sees, so the kitchen can call it out. A kiosk order the guest chooses to pay at the counter prints when staff take the payment on the till, exactly like any order rung up on the till.

Collection and delivery tickets carry the guest's details, as your ticket layouts set out: name, phone, collection or delivery time, address and notes.

Which printers they use

External orders follow the same setup as orders taken on a till, in Settings › Printers & routing:

Menu routing decides which production printer each item prints on, using the rule set for how the order is served: online pickup uses Collection, online delivery and Deliverect use Delivery, table-QR orders and kiosk eat-in use Eat in, kiosk take-away uses Take away. The Where orders come from map at the top of Printers & routing shows this for your store.
The order type's summary ticket printer gets the full-order ticket, if you've set one. Unlike a till order, an external order's summary never goes to a till's own paired printer — the output is the same whichever till does the printing.
Items with no routing go on the summary ticket if there is one, otherwise to the printing till's kitchen or bar printer, as usual.
Items that are only sold online or at the kiosk still print with their proper names and routing, even though they never appear on the till's menu.
A paid delivery order prints its customer docket with the tickets when Customer receipt is on for delivery. Other external orders don't print a customer receipt automatically.

What has to be switched on

A till does the printing for you, so at least one till must be open, signed in and online with the new app version. It can sit on any screen — floor plan, kitchen display, home, or the staff PIN screen.

If you have several tills, only one prints each order. You don't choose which; whichever is free picks it up.
Keep the till app open on screen. While it is signed in, the till app stops the iPad's screen from auto-locking, so you don't need to change the Auto-Lock setting. An iPad that is locked with the power button, or switched to another app, can't print — it catches up when the till app is reopened. Guided Access stops staff leaving the app by accident.
A tablet in a store with no printers set up never picks up orders to print.

If a till was offline

Nothing is lost. Orders wait on the server, and a till that comes back online — or is reopened — prints anything still waiting from the last 4 hours. After 4 hours, or once an order has been completed or voided, it no longer prints automatically; reprint it from Order history on the till if you need to.

Tills normally pick up a new order within a second or two. If the live connection is down, they still check every 15 seconds.

If a ticket doesn't print

A ticket that can't reach its printer is retried, then sent to the printer's fallback if one is set, exactly like tickets from the till. If it still fails, it appears on the Printing screen of the till that tried to print it, where staff can retry it. The order is recorded as not printed, so it can be followed up.

If a till crashes part-way through printing, another till picks the order up after about two minutes. Tickets printed a second time this way are marked REPRINT so the kitchen doesn't make the order twice.