Orders from your web store and the Kuku delivery app arrive on the POS as incoming orders, with a push notification and alert sound on your designated device. The flow separates kitchen work from payment so the order can move while money is settled at the right moment.
The Two-Step Flow: Prepare, then PAY
- Prepare — accepting the order starts the kitchen. The order gets a preparation status you advance to Ready when the food or items are packed.
- Mark Ready — inventory deducts at this point, and for delivery orders, driver dispatch begins (drivers are not searched until the order is ready, except pabili orders which dispatch immediately).
- PAY — closes the sale. For pickups, the order auto-completes at pickup; for deliveries, the sale completes when the driver picks up.
Order Revisions
Changes to an accepted order (customer requests, out-of-stock swaps) are versioned as revisions. Each revision shows what was added, changed, or voided and by whom — visible on the merchant order detail, the POS, and to platform support. Modifications after acceptance follow a policy; a cashier can override with confirmation.
Channel Visibility
Under Settings → Checkout Options, each fulfillment option (dine-in, pickup, delivery, etc.) controls where it appears — POS, web store, and customer app independently. Web store and Kuku app listings also toggle separately in Online Store settings.
Troubleshooting
- POS Settings warns when your designated order device is missing, inactive, or has no push token — fix this if new orders aren't alerting.
- Guest orders show the customer's contact info on the order, and a store customer record is created automatically on first order.
Chatting With Your Customer
Every online order carries its own chat thread between your store and the customer — scoped to that one order, so context never gets mixed up.
Where you chat: open the order (Orders → the order's detail page) and use the chat panel in the right column, below the Customer card. Unread messages show a badge, the panel marks them read when you open it, and Cmd/Ctrl + Enter sends.
How you're notified: when a customer sends a message, every staff member with a linked Telegram account gets a DM through your store's Telegram bot with a shortcut to the order. No bot connected? Messages still land in the order's chat panel — you just won't get pinged.
How the customer is notified: your replies push straight to the customer's phone through the Kaminarigo app (version 3.0.6 or later) — tapping the notification opens the order with your message. Customers on older app versions can still read replies by opening the order in the app.
Details worth knowing:
- Chat is available on orders you can already see — including orders you fulfill for a linked store.
- Customers also get a separate chat with their delivery driver on the booking — parcel questions go there, order questions come to you.
- For pabili orders the customer can't see your store's contact details; the driver relays everything, so pabili chats normally stay between customer and driver.
Scheduled Orders (Pre-Orders)
Customers in the Kaminarigo app can now schedule an order for a future date and time instead of ASAP — either by choice, or because an item in their cart requires advance notice (see the product form's Advance Notice setting).
- You're notified immediately. A scheduled order arrives on your POS the moment it's placed, with its scheduled date and time on the order — so the kitchen can plan, not scramble.
- Riders are NOT called early. For delivery orders, the driver search is held automatically and only starts within your store's dispatch lead-time window before the slot (30 minutes by default). There is nothing to do to "hold" the order — the platform does it.
- The Prepare step still gates riders. As with any online order, restaurant-type stores must mark the order as being prepared before riders can see or accept it. For a scheduled order, tap Prepare when you actually start it — the rider search begins once both conditions are met: the lead-time window has opened and the order is marked preparing/ready.
Order Chat on the POS App (2.41)
Since POS app 2.41, the order chat also lives on the register — cashiers no longer need the web portal to answer a customer.
- Where: open the order from Incoming Orders and tap the chat button in the header of the order's detail sheet. Your reply pushes to the customer's phone the same way replies from the web do.
- Staying aware: unread messages show as a badge on the chat button, a "new messages" pill on the order's card, and a blue badge on the online-orders button — visible from any screen. A soft chime (different from the new-order alarm) plays when a customer writes.
- When it closes: once the order is completed or cancelled the conversation locks — it stays readable, but no new messages can be sent.
- Not every order chats: pabili and guest orders have no customer account behind them, so the chat button doesn't appear there.