How online orders reach the register

To work an order, see Complete a pickup or online order.

Where they show up

Online orders for your store are listed on the POS under Orders, Pickup (Pickup/Delivery at a store that delivers). A red dot on Orders means online or held orders are waiting.

Paid online or paying in store

• Paying in store: the order shows up as soon as the customer places it. You take the payment at the register when they collect it.
• Paid online: the order shows up once the card payment goes through, and its card shows Paid. There’s nothing to charge at pickup.

Stages

Each order moves from New to Preparing (you tapped Prepare) to Ready (you sent the ready message or marked it ready). The ready message goes to the phone and email on the customer’s profile, by text, email or both. Its wording is set and can’t be edited at the register.

How long they stay listed

• Only your store’s orders are listed, newest first.
• An order stays until it’s collected or cancelled, however old it is. Up to 200 orders waiting are shown.
• The list doesn’t update by itself. It refreshes when you open Orders, or tap the refresh button beside the search box.

Orders that cancel on their own

Each store can have WAIO cancel orders nobody finishes. It’s off unless someone turns it on in the portal (POS Settings, Setup, Automatic Cancellation), and each kind has its own hours, 48 by default. WAIO checks once an hour.

• Cancel pay-in-store orders not picked up.
• Refund and cancel paid online orders not picked up: the card is refunded, then the order is cancelled.
• Cancel unpaid online and kiosk orders: card checkouts the customer never finished. These never reached the Pickup list.

An order with a payment taken at the register is never cancelled automatically.