Overview

The Order Fulfillment feature enables businesses to create and manage different fulfillment methods, such as Dine-In, Takeout, Delivery, and Curbside Pickup. Fulfillment methods are configured in the Back Office and can then be selected or updated in the front application when creating or managing an order.

Prerequisites

Before configuring and managing order fulfillment, ensure that:

• The POS device is online and connected to a stable internet connection.

• A staff member is clocked in to the POS application.

• The device configuration includes a designated printer for incoming orders.

Steps

Configuring Order Fulfillment in the Back Office

1. Log in to the Back Office.

2. Navigate to Settings > Order Fulfillment.
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3. Click Add Fulfillment Method.
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4. Enter a descriptive Name. This name will appear on the POS, printed tickets, KDS, and reports.

5. Select the applicable Order Type from the drop-down menu.

6. Under Workflow Settings, enable Collect Customer Details to prompt staff to collect customer information whenever this fulfillment method is selected.
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7. Click Submit to create the fulfillment method.

Applying Fulfillment Methods to Orders

Method 1: Using the Actions Menu

1. Log in to the Platter POS.

2. Create a new order or open an existing order.

3. Select the Actions button.
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4. Select Order Fulfillment.

   

5. Choose the appropriate fulfillment method.
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6. Enter the customer details: name, phone number, and estimated time

7. Confirm the selection and continue processing the order.

Method 2: Using the Takeout Module

1. Log in to PlatterPOS.

2. Navigate to the Takeout module.
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3. Select New Order.

   

4. Choose the appropriate fulfillment method.

   

5. Enter the required customer details: name, phone number, and estimated time.

6. Confirm the information and continue processing the order.

Configure Fulfillment Methods for the KDS

To route fulfillment orders to the appropriate KDS, configure the fulfillment methods within the relevant kitchen profile.

1. Navigate to Settings > Kitchen Profiles in the Platter Back Office.
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2. Select the applicable kitchen profile and click Edit.
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3. Scroll to the Fulfillment Methods section.

4. Enable the required methods, such as Delivery, Dine In, or To Go.
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5. Click Submit to save the changes.

Troubleshooting

Fulfillment method is not displayed in the POS application

• Confirm that the fulfillment method was successfully created and saved in the Back Office.

• Verify that the correct restaurant location is selected.

• Refresh or restart the POS application to synchronize the latest configuration.

• Confirm that the POS device has a stable internet connection.

Fulfillment order is not displayed on the KDS

• Navigate to Settings > Kitchen Profiles in the Back Office.

• Open the kitchen profile assigned to the applicable KDS.

• Confirm that the required fulfillment method is enabled under Fulfillment Methods.

• Verify that the kitchen profile is assigned to the correct KDS device.

• Confirm that the order items are routed to the appropriate kitchen profile.

• Save any changes, and then refresh or restart the KDS application.

Kitchen ticket is not printed

• Confirm that a kitchen printer is assigned to the applicable device or kitchen profile.

• Verify that the printer is powered on and connected to the network.

• Confirm that the order items are assigned to the correct kitchen printer.

• Check the printer for paper shortages, offline status, or connection errors.

• Send a test print to verify that the printer is functioning correctly.

Customer details are not requested

• Open the applicable fulfillment method in the Back Office.

• Confirm that Collect Customer Details is enabled under Workflow Settings.

• Click Submit to save the configuration.

• Refresh the POS application before testing the fulfillment method again.

Changes are not reflected in the POS or KDS

• Confirm that all changes were successfully submitted in the Back Office.

• Verify that the POS and KDS devices are connected to the internet.

• Refresh or restart the applications to synchronize the latest settings.

• Sign out and sign back in if the updated configuration remains unavailable.

Unable to create or update a fulfillment method

• Ensure all mandatory fields, including Name and Order Type, are completed.

• Verify that the fulfillment method name is valid and not already in use.

• Confirm that the user has permission to manage fulfillment settings.

• Refresh the Back Office and try again if the issue persists.