Online Ordering

What it does

Online Ordering gives your venue its own order page. Guests open it from a link, a QR code or a button on your website, build a basket from your menu, and choose pickup or delivery by your own courier. They pay online through Przelewy24, or pay by cash or card when the order is handed over. Every order lands in a queue in POSolid, where your staff accept it, and acceptance sends it straight to the kitchen.

Getting started

1. Online ordering is switched on in every new POSolid account. If you do not see Online orders in the menu, ask your POSolid contact to switch it on for your venue. Once it is on, you can hide or show it yourself under Settings → Feature access.
2. Go to Online orders → Configuration (only managers and owners see it).
3. In Ordering, switch on Take online orders. Settings are shown as rows: a title, a short description and a switch or field on the right. Choose whether you offer pickup, delivery, or both, which ways of paying each one allows (online, cash, card), the Minimum pickup order, your Usual preparation time (how soon a pickup can be ready; deliveries use each zone's own delivery time), and the time your staff have to accept an order. Guests order for today: as soon as possible, or for a later time slot. Then open the separate Terms and privacy card: write your Terms of sale (guests open them from a link before ordering), or add links to your terms and your privacy policy. Ask guests to accept the terms shows an "I accept" tick box; switch it off if you do not need one.
4. For delivery, open Delivery zones. First enter your venue's address under Venue location and click Find on map; drag the pin if it is not exactly at your door. An overview map shows every zone you have drawn, and below it is a list of zones with their colour, where they apply, and the fee, minimum order, free-delivery amount and time. Click Add zone (or edit a zone in the list) to open a popup with its own map. Choose the zone type: Postal codes, Radius around the venue, or Draw area by clicking corners on the map. Give it a name, the delivery fee, a minimum order, an order amount above which delivery is free, and the delivery time. Saving the popup saves your settings. A zone that lists postal codes is matched by the postal code alone, so the right city with the wrong code does not get in. A zone without postal codes is matched by city, which suits a venue that delivers to a whole town. * works as a prefix (for example 02-*). Where zones overlap, the smallest one that holds the address wins. Pick a Delivery fee line from your menu so the fee appears on the receipt with the right tax.
5. To accept online payments, open Przelewy24 and enter your own Przelewy24 account details (merchant ID, POS ID, the API key and the CRC key). Click Test connection. Your keys are stored encrypted and are never shown again.
6. In Order page, copy the link or print the QR code for your door, table cards or flyers.
7. To put ordering on your own website, open Embedding on your website and copy either the floating Order button or the Order page in the page snippet. You can list the sites that are allowed to embed it.
8. Keep Online orders → Orders open during service. New orders show up in the New column with a countdown. Click Accept, enter how many minutes the order needs, and it goes to the kitchen.

Key things to know

• Online payment is optional. Guests who pay online pay first, and the order reaches your queue only once the payment is confirmed. Guests who choose cash or card pay when they collect the order or when the courier arrives.
• Each venue uses its own Przelewy24 account. The money goes to you, not through POSolid. Online payment is offered only after an account is connected, and only if Przelewy24 supports your currency.
• Rejecting a paid order refunds it automatically, in full. You choose a reason and can add a message, which the guest sees on their order page. An order that nobody accepts in time is rejected and refunded on its own.
• Changing an order. Before it is fully prepared you can change quantities or add items from your menu. If a prepaid order gets cheaper, the difference is refunded automatically. If it gets more expensive, the extra amount is collected on handover. Items the kitchen is already preparing cannot be changed, and the delivery fee is not edited by hand.
• Receipts. An order that was paid online in full is rung up when you accept it, and an order paid on handover is rung up when you mark the payment as collected. A receipt is never printed at the moment of payment, so a rejected order never gets one.
• After a receipt is printed, the order can no longer be edited or rejected in the queue. If a guest returns something later, record the return at the till as usual.
• Couriers. Give a role the Deliver online orders permission (the demo data has a ready Courier role; owners already hold every permission, so an owner can deliver too). Out for delivery then asks which courier takes the order. It lists everyone whose role can deliver online orders: Available now first (clocked in, or signed in if you do not track work shifts), then Not on shift, who can still be chosen. The order keeps the courier, when it left and when it was delivered. A courier sees only the deliveries assigned to them, takes the payment and taps Delivered. The moment an order is sent out for delivery, its ready items disappear from the kitchen screens.
• Order statuses. Orders move through New, Preparing, Ready, In delivery and Done. Use Ready, Out for delivery, Pay and Handed over (Delivered for a delivery) to move them along. A pickup is paid with Pay once it is ready. A delivery is paid to the courier once it is In delivery — or already while it is ready, if you switch on Allow paying a delivery when it is ready in the configuration. Pay opens the same payment window as the register; an online order is never paid at the register itself. Reject (red) is offered until the order leaves with the courier. When the guest never comes, or nobody takes a delivery at the door, use No-show or Delivery failed and choose whether to refund everything, part of it, or keep the money. If the kitchen rejects a dish, the card turns red and the menu shows a red warning: change the order, reject it, or choose Keep as is after agreeing a substitute with the guest. Each column can be shown as cards or as a list; your choice is remembered for you. If a refund fails, the order stays visible with a Retry refund button. You can also refund the guest by hand in the Przelewy24 panel.
• Prices cannot be tampered with. Guests never set prices. POSolid recalculates every order from your current menu, including availability, variants and modifiers.
• Combo sets can be ordered online. If a part of a combo needs a choice (for example a drink flavour), the guest picks it in the combo's dialog before adding it. The combo suggestion in the basket works online too.
• What guests see at checkout. The order page walks guests through short steps: Your order, How and when, Delivery address (delivery only), Your details and Payment. On Delivery address the street is on the first line, the number and flat on the second and the city on the third (needed only when it is not your city). The Additional information note (entrance, floor, door code) is on this step too. Under "We deliver here: fee, about N min" the guest sees "Add X more for free delivery", or "Delivery is free for this order", when the zone has a free-delivery amount. Continue stays greyed out until the step's required fields are filled in.
• Discount codes and loyalty cards. Guests can type a promo coupon code under Discount code and click Apply; the discount shows in the basket and can be removed. A guest with a loyalty card taps Have a loyalty card? Get your discount: we text a 6-digit code to their phone number, and entering it confirms the card is theirs and applies its discount. The discount is recalculated by POSolid when the order is placed and is shown on the order.
• Reports. The Online tab of the Orders report shows how many online orders came in, how many were lost and why, and how fast they were handled. It appears only when Online ordering is switched on.
• At the register. Besides Delivery, the register can offer a Pickup order type. Both are sent with Apply rather than paid at the register, and then appear in the Online orders queue, where the money is taken when the order is handed over.
• Opening hours and pause. Outside your working hours guests cannot order for immediate preparation. Use Pause online orders at the top of the queue to stop new orders for a while, for example when the kitchen is overloaded.
• Clients are recorded automatically. If you use Clients (CRM), an accepted order finds the guest by phone number or e-mail, or creates a new client with their address.
• Guests are kept informed. They get a status page for their order, with the estimated time and any refund, and one e-mail when they place it, with the order summary and a link to that page.
• SMS to guests. If SMS is in your plan, you can text guests when an order is accepted (with the time), ready for pickup, on its way, cancelled or closed as not collected — switch it on and choose the steps in the online ordering configuration. The SMS carries a short link to the order's status page. Your plan includes a number of SMS segments per month: an SMS without Polish letters or Cyrillic fits 160 characters per segment, one with them 70. The configuration shows how much of this month is used; when it runs out, no more SMS are sent until next month, guests still get their e-mail, and managers are notified. Only a phone number with its country code can be texted — the order page adds yours automatically.
• You are alerted. A new order shows a message and plays a sound on any screen. The menu item shows a badge with the number of orders waiting and refunds that need attention. Online orders also appear on the Dashboard as a widget. Who gets which alerts is set in Settings → Notifications.
• Who can do what. Staff with the online orders permission work the queue and pause ordering. Only managers can change the settings, delivery zones and Przelewy24 account. Roles are set in Staff Users & Roles.

FAQ

Q: A guest says they paid but I cannot see the order.
A: An online order appears in your queue only after Przelewy24 confirms the payment. This usually takes seconds. If the payment was never completed, the guest sees a Pay now button on their order page and can try again.

Q: What happens if I do not answer an order in time?
A: It is rejected automatically and, if it was paid online, refunded. The guest sees it on their status page. You can set how long staff have to answer in the configuration.

Q: Can I edit or reject an order after I accepted it?
A: Yes, as long as its receipt has not been printed yet. Once it has, handle any return at the till.

Q: What if a refund fails?
A: The order stays in its column (Preparing or Ready) with a warning, and managers receive a notification. Click Retry refund, or refund the guest in the Przelewy24 panel.

Q: Do I need a map or an address checker for delivery?
A: You draw your delivery zones on a map (or just list postal codes or cities, which needs no map). The guest enters only a street and number; POSolid finds the address and works out the zone, the fee and the minimum order. If the map service cannot be reached, only zones with postal codes can be used until it is back.

Q: Can guests order from my own website?
A: Yes. Copy one of the snippets under Embedding on your website into your site. Payment opens in a separate window, because banks do not allow their pages inside another site. The inline version is never taller than the guest's screen: a long menu scrolls inside it, so the basket button stays in view.

Q: Why can I not see Online ordering in the menu?
A: The feature must be switched on for your venue, and your role must include the online ordering permissions. Ask your manager or owner.

Q: Can guests use a discount code or a loyalty card online?
A: Yes. A promo coupon is typed under Discount code and applied with Apply. A loyalty card is confirmed with a 6-digit code sent by SMS to the guest's phone number, so the card must be registered to that number.

Q: Why is a courier listed under "Not on shift"?
A: That courier is not clocked in (or signed in, if you do not track work shifts). They are listed so you can still choose them, but "Available now" couriers come first.

Q: What does "Add X more for free delivery" mean?
A: The guest's delivery zone has a free-delivery amount. Once the basket reaches it, the guest sees "Delivery is free for this order" instead.