Fulfilling an Online Order

This is the working half of the Online Store: what each button does to your books. The short version is that Accept commits you and Complete is the moment the sale becomes real — payment recorded, receipt number issued, stock deducted.

Needs the Online Store, which is free with any active or trialing add-on or bundle. See Setting up your Online Store.

Before you accept, make the call

Nothing about the storefront verifies that the person who typed the order exists. Kassly's own settings page says it plainly: call the customer to confirm before you prepare anything. On that call, settle the three things Kassly cannot settle for you:

• Whether they really placed the order
• The delivery fee, if you quoted it as an estimate
• How and when they will pay you

Then accept. If the call does not go well, decline — nothing has been committed and it costs you nothing.

Any signed-in staff member can accept, decline or complete an online order. There is no manager-only restriction and no PIN prompt on these actions. If that matters in your shop, control it by controlling who is signed in.

Accepting an order

Press Accept on the order card. Kassly then:

• Creates an unpaid sale in your branch, typed as Delivery or Takeout
• Copies the customer's name, mobile number, address, landmark and notes into the sale's notes, so whoever cooks and whoever rides can read them
• Adds the delivery fee to the sale as a service charge, so the sale totals what the customer was quoted
• Records who accepted it and when
• Sends it to the Kitchen Display System if you have it

Pressing Accept twice never creates two sales. The same is true of a network retry or two staff accepting on two devices at the same moment — Kassly finds the sale it already made and hands that one back.

An order held for email verification cannot be accepted until the customer enters their code. It will not appear as ready to work on until then.

Prices are recalculated when you accept

The prices the customer saw were locked in when they placed the order. The prices the sale is built from are read fresh from your catalog at the moment you accept.

Almost always these are the same number. When they are not — you changed a price in between — the sale is created at your current price, while the order record keeps the amount the customer was quoted. Two consequences:

• Check the total on the sale before you collect if you have been editing prices that day.
• The order's own figures are the record of what you quoted. They are what you refer to if a customer disputes the amount.

Prices sent by the customer's browser are never trusted at any point. A cart with a tampered price is rejected outright rather than quietly repriced.

If an item is no longer available

Because the catalog is re-read at acceptance, an order containing an item you have since deactivated or unpublished from the online store cannot be accepted. You get an error saying one of the items is no longer available, and that is the end of it — there is no way to edit an online order, swap an item, or accept part of it.

Your only move is to Decline it and ask the customer to order again. Say so on the phone call rather than leaving them watching a tracking page.

Note that running out of stock does not block acceptance. Stock is only checked when the storefront decides what to show; nothing re-checks it when you accept, and a sale can complete against stock you do not have (the item then goes below zero and the branch gets a Stock Oversold notification asking for a recount). Judging whether you can actually make it is the point of the phone call.

Preparing and marking ready

Two buttons, in order:

Button	Moves the order to	Customer's tracking page says
Start preparing	Preparing	Preparing
Mark ready	Ready	Ready

These are for the customer's benefit and for your own visibility — neither one touches money or stock. You can skip them: an accepted order can be completed directly, and Kassly allows completion from Accepted, Preparing or Ready.

If you run the Kitchen Display System, the kitchen has its own screen for the same order. Marking an order ready here does not tick anything off on the kitchen display, and clearing it there does not move the online order along. They are two separate lists that both happen to describe the same food.

Completing the order and taking payment

When the customer has actually paid you — cash handed to the rider, GCash received, transfer confirmed — pick the payment method on the order card and press Complete.

Choice	Records the sale as
Cash	Cash
GCash	GCash
Maya	Maya
Bank transfer	Bank transfer
Card	Card

The choice you make here is what goes in your books. It does not have to match the preference the customer picked at checkout — that was only a statement of intent. Record what actually came in.

Completing does five things:

1. Records one payment for the full sale total. There is no split payment and no partial payment on this screen. If a customer genuinely pays half in cash and half in GCash, this screen cannot express it.
2. Marks the sale Completed.
3. Issues the receipt number. This is the "punched as a sale" moment.
4. Deducts stock, and for anything with a recipe, deducts the recipe's ingredients too. See Recipe-derived stock.
5. Marks the online order Completed, so the customer's tracking page shows "Order complete".

An online sale is not tied to a POS terminal, because no terminal was involved in ringing it. Its receipt number therefore comes from your store-wide series (TRN- numbers) rather than a terminal's own sequence. If you are BIR-accredited and reconcile receipt sequences per machine, count online sales separately. See BIR compliance.

Completing does not print anything and does not email a receipt. If the customer needs one, print it from the sale.

What happens to the day's totals

An accepted-but-not-completed order is an unpaid sale. It counts in no report, no dashboard figure and no reading. It simply sits there. An order you accept and never complete leaves that unpaid sale in your records permanently, so close out every order you accept — one way or the other.

Once completed, the sale counts in your sales figures for the day exactly like a counter sale, and appears in Sales reports and on the Dashboard.

Two details that catch people out:

• The sale is dated from the moment it was accepted, not the moment it was completed. An order accepted at 11:40pm and completed at 12:10am counts in the earlier business day.
• Kassly credits the sale to the staff member who accepted it, not the one who completed it.

Together those two decide which shift the money lands in. Cash from an online order shows up in a cashier's shift reading only when the person who accepted the order had that shift open at that time. If somebody else accepted it, or nobody was on shift, the physical cash the rider brings back has no matching sale in the drawer and will read as an overage at closing. Note it as a known reason when you close. See Cash over and short.

Declining, cancelling and voiding

There are two different ways to kill an order, and which one you get depends on whether you had already accepted it.

You want to	Order state	Use	What happens
Turn it away	Pending	Decline	No sale was ever created, so there is nothing to reverse. A reason is required
Abort after committing	Accepted, Preparing or Ready	Cancel	The sale that acceptance created is voided, with your reason on the void. A reason is required
Reverse a finished sale	Completed	Neither	Handle it on the sale itself as a void or a return

Cancelling an order you had accepted but not completed is clean: no payment was taken and no stock was deducted, so the void has nothing to put back.

A completed order cannot be cancelled from the inbox at all. At that point money has moved and a receipt number has been issued, so it has to be handled as a normal void or return, with the audit trail that carries. See Returns and refunds.

There is never a refund to process on Kassly's side, because no money passed through Kassly. Anything you owe a customer back, you hand back yourself.