Managing POS Orders
After a sale is created on the register, you manage it from POS → Orders (list + detail). Status tabs follow your store’s enabled order tabs (templates often hide unused steps).
Finding an order
- Open POS → Orders.
- Use tabs (All, Processing, Ready, …) or search by number / customer.
- Tap an order to open details and actions.
- Or use Scan (POS drawer or register scanner) to open an order from a printed QR / claim code — see Scanning.
Typical lifecycle
Exact labels depend on your business type. A common path:
New / Pending → Processing → Ready → (Shipped) → Completed → Closed
- Complete finishes the work / sale for the customer.
- Close locks the order for refund eligibility (refunds only after Closed).
- Cancel / Void (whole order) end the order without a normal sale completion — voided lines stay on the record for audit.
Pay-now counter templates may land you in Completed quickly after payment; pay-later / table flows spend more time in Processing / Ready.
Each order card shows one main button — the next step for that status. Which step that is follows your store's order-tab setup under Configurations → Preferences → POS: if you turn off "Display all order status tabs", each tab gets a next order status you can point wherever your workflow goes. A car wash, for example, moves Processing to Ready (the car is done, waiting to be collected) instead of straight to Completed. Point a tab only at a status you actually show, or orders will move somewhere you cannot see them.
Actions by status
| Status | Common actions |
|---|---|
| New | Accept, Cancel, Notify, Print (when enabled) |
| Pending / On hold | Process, Hold, Cancel, Edit (when allowed), Notify, Print |
| Processing | Ready, Hold, Cancel, Notify, Print |
| Ready | Complete, Ship (when used), Notify, Print |
| Shipped | Complete, Notify, Print |
| Completed | Close, Void (only if no payment collected yet), Save customer, Print, Notify — plus Refund (Starter+) when the order was overpaid |
| Closed | Refund (Starter+), Save customer, Print, Notify |
| Voided | Terminal — view / print only |
Notify appears across active statuses and opens the shared Notify dialog (title Notify, type chip Order notification).
- Optionally use suggestion chips (Send email to … / Send SMS to …) or fill Email and/or Mobile Number.
- Tap Send (shows Sending while in flight). The dialog closes on success — there is no separate success toast.
- Email field is hidden when your plan lacks Email Notifications (Basic) — ability
viewStoreEmailNotifications. The button can still open for SMS-only sends. - SMS needs the SMS add-on, master switch on in SMS Settings, a valid mobile, and Wallet points. API failures surface as typed errors (insufficient balance, opted out, invalid phone, and so on).
Refunds can be notified by the API/dialog type, but the app has no dedicated Refund Notify button today — use order Notify while the order is still open, or SMS automation for refund completed.
Email & SMS
Email notify needs the Email Notifications plan capability (Starter+ / free trial — not free Basic). SMS needs the SMS add-on, Settings enabled, and wallet points. The Notify button may still open; sending follows those gates.
Refunds — Starter+
Refunds open on Closed orders, and also on a Completed order that was overpaid (so an over-collection can be returned without closing first). Refunds require a paid plan (or free trial). Free Basic has no refunds — correct with void (unpaid) or train staff to avoid mistaken closes.
Void vs refund
| Void | Refund | |
|---|---|---|
| When | Before money is collected (or while void is still allowed) | After the order is Closed |
| What | Soft-flag line items (or whole order to Voided) — lines stay for audit | Record money returned through your own tender |
| Guide | Voiding Items | Refunds guides (plan-gated — later phase) |
Once any payment is on the order, the app hides Void and you Close → Refund instead.
Editing an order
When Edit is available for the status:
- Open the order → Edit.
- Change lines, quantities, customer, or service details as allowed.
- Save — kitchen / Hub displays update when those add-ons are active.
Paid or late-lifecycle orders may block edits; use void/refund rules instead.
Printing
- Open the order → Print (or print options).
- Choose receipt, bill, kitchen, labels, or bag tag as your printers allow.
- Confirm — jobs go to Bluetooth or Fuze Store Hub printers when configured.
Tips
- Prefer Close soon after a completed paid sale if you need a clean refund window
- Use scan-to-open for pickup / laundry claim tickets
- Staff Ops manager approval may appear for voids when that add-on and policy are on