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Table of Contents
Get answers to your commonly asked questions with our FAQ page.
This article serves as a comprehensive resource for addressing your commonly asked questions. Covering a range of topics from general queries about our services to specific product-related concerns, we have assembled an extensive collection of answers to enhance your understanding of our company and the solutions we provide.
What are the different restaurant modes available in Eats365?
Eats365 offers two basic modes for the Eats365 POS and its Modules, which include Full Service and Quick Serve modes. We also have special restaurant modes for Virtual Shop, Cloud Kitchen, and Food Court operations. For more information, about restaurant modes, refer to Restaurant service modes.Delete
Can I switch to a different restaurant mode?
You can switch to a different restaurant mode provided that the module you’re using supports the restaurant mode that you want to switch to. For example, the Eats365 POS supports both Full Service and Quick Serve modes, allowing seamless switching between the two. However, if you’re using mPOS, transitioning from Full Service to Quick Serve isn’t possible as mPOS doesn’t support Quick Serve mode. For more information, about restaurant modes, refer to Restaurant service modes.Delete
How do I switch to a different restaurant mode?
Please contact the Eats365 Customer Success Team at firstname.lastname@example.org to switch from a Quick Serve to a Full Service restaurant or vice-versa.Delete
Can I request to clear data after trial operation?
Yes. Make sure to specify the days you want to clear data, as this action can only be done once.Delete
When do I need to use the Merchant ID?
Your Merchant ID is used to identify your restaurant. You can use your Merchant ID for the following:
- Log in to the Eats365 POS
- Identify your restaurant for troubleshooting purposes. When you encounter troubleshooting issues with POS operations, you may need to provide the Merchant ID for identity verification when contacting the Eats365 team by phone.
- Purchase additional licenses
How do I update my restaurant’s information?
You can change your restaurant’s information from restaurant settings. For more information on how to update your restaurant inforamtion, refer to Set up Restaurant Information.Delete
How do I log in to my POS on a new iPad device?
If you are replacing your old iPad device with a new iPad, you must log out of your old device and reset the old iPad device first before you can log in to the new device. For more information on how to reset your device refer to Reset the Eats365 POS.Delete
Can I connect my iPad to a mobile Wifi hotspot when using the POS?
The Eats365 POS requires a stable internet connection from a reliable network. A mobile wifi hotspot is not considered as a reliable network. To learn more about connecting your iPad to a network, refer to Connect an iPad to a network.Delete
Why is my POS showing that it has expired?
If your POS is showing that it has already expired, you may reach out to our Support team via Whatsapp and provide us with your Merchant ID to renew the license.
You can find the Merchant ID in the POS settings under About, or in the Merchant Portal dashboard.Delete
How do I fix POS cannot connect to the Internet issue?
If your POS can’t connect to the internet, you can try the following troubleshooting steps:
- Check if the POS is connected to the correct network. If you have multiple networks available, double check that the POS is connected to the same internet network that your other devices, such as printers and modules, are connected.
- Try connecting to the restaurant's network using your phone.
- Reboot the router. Unplug the router from the power outlet for one minute, then plug it back in.
- If the problem persists, you may need to contact your Internet Service Provider (ISP).
For detailed instructions on how to troubleshoot POS can’t connect to the internet issue, refer to POS unable to connect to the internet.Delete
How do I modify an order that’s already paid?
If an order is already paid, you can no longer make any changes to the order. You can instead void the order and create a new order. For more instructions on how to void an order, refer to Payment returns.Delete
Can I change the table number font size to be bigger?
Changing the table number’s font size is currently not supported.Delete
Why do I need to enter a check name every time a takeout order check is generated?
This is an optional advanced setting that you can turn off in System Preferences. To do this, from the POS app, go to Settings . Under Advanced Settings, tap System Preferences, then turn off Require Check Name . For more information, refer to Manage System Preferences.Delete
What’s the difference between order received and processing?
Order received means an order is placed and accepted on the POS. Meanwhile, Processing means a Kitchen Ticket has been printed and the order is already being processed in the kitchen.Delete
How do I change a delivery address?
You can't change the delivery address once the order has been accepted. To make a correction, the order must be void and a new delivery order must be created with the correct address.Delete
How do I lock an order after the bill has been printed?
To lock an order, you must enable Order Lock from the Dine-In settings. On the POS, go to Settings , then tap Dine-In. Under Workflow settings, turn on Order Lock . You can also enable Order Lock from the Merchant Portal. On the left panel, click on Restaurant Settings. Click on Dine-In, then click on Workflow. Under Worfklow, you can then enable Order Lock . For more information on how to enable Order Lock, refer to Set up Dine-In settings.Delete
What do the Hold and Fire buttons mean?
By default, all Items in an order get sent to kitchen printer to be printed. However, if you Hold an Item, the Item will not be included in the Items to be printed on the kitchen ticket. You can use the Fire button to manually send the Item you put on Hold to the kitchen printer. For more information refer to Fire and Hold Items.Delete
If I have inventory tracking enabled, does the quantity for menu Items and Modifiers Items return to their original amount after being added to an order and then cancelled or voided?
Once an order has been confirmed, the inventory for the menu items and modifier master items is deducted according to the quantity ordered. Cancelling or voiding the order does not reverse or restore the deducted inventory amount.Delete
How can customers check the current order status of their orders?
At the top right, select My Orders to view the progress. As long as an email is provided, customers will receive three types of status emails: Order Confirmation, Order Submitted, and Order Packed and Completed.
- Customers won’t receive an email notification for delayed pickup time changes. They will only be updated in the restaurant website.
- If the order is canceled before checkout, customers will receive an "Order Canceled" email notification.
- If the order is canceled after checkout, customers will receive an "Order Refunded" email notification.
Can Eats365 help us change an incorrect order?
Incorrect orders caused by system errors can be resolved by reaching out to the Eats365 ServiceDesk Team through WhatsApp. For all other reasons, an incorrect order can no longer be changed. Alternatively, an order can be canceled or voided. For more information about canceling or voiding orders, refer to the following articles:Delete
Discounts / Gift Cards / Cash Vouchers
How do I rearrange the order of discounts?
Rearranging the order of discounts is currently not supported.Delete
Why doesn’t User App Discount appear on the POS?
User App Discount is a discount type for customers that use the Eats365 App, and only applies to the Eats365 App.Delete
If an order has been voided and a coupon or a cash voucher was used, can the coupon or voucher be used again?
Yes. After voiding an order, the original coupon or cash voucher can be reused. Once voided, the coupon or voucher will be marked as "Available for redemption" in the backend.Delete
What if I don't have enough coupon issuance? Can I add more?
If the coupon redemption is high and you run out of coupons, you can issue additional ones. For more information on creating coupons, refer to Create and manage Discount Coupons.Delete
What should I do if the quantity of my cash vouchers is not sufficient? Can I add more?
Yes. If the cash voucher quantity is not enough, you can issue more vouchers.Delete
Can I use coupons as cash vouchers? I need to issue invoices for cash vouchers as they are equivalent to cash.
Coupons are typically used to reduce the price of an item. You can use our separate feature for cash vouchers. This way, when consumers use them, you can issue invoices for the cash voucher amount.Delete
How can I use product vouchers with Eats365 POS?
Product vouchers are issued with an immediate invoice upon selling the voucher, but no invoice is issued during consumption. You can create product vouchers by using the voucher creation method for promotional vouchers.Delete
How do I move an Item to a different category?
Moving an Item to a different category is currently not supported. You can instead create a duplicate of the Item and assign it to a new category. For more information about creating a copy of an Item, refer to Set up and manage a Single Item.Delete
How do I assign a Combo Item to a Kitchen Station?
Combo Items cannot be assigned automatically to a Kitchen Station. Kitchen Tickets are printed depending on which Kitchen Station a Single Item is assigned.Delete
Can drinks be ordered separately and then automatically be included in a combo?
Yes. If Quick Combo is turned on, the POS will detect items that can be included in a combo and change the price accordingly. To turn on Quick Combo, open the POS and tap Settings . Then, tap System Preferences and turn on Quick Combo .Delete
Can I print a catering order ticket in advance?
Will I receive an email about an upcoming catering order?
You won’t receive any emails but you can check the pre-order through the Pre-Order Report on the Merchant Portal. For more information, refer to View and manage Pre-Order Report.Delete
Are customers required to pay a deposit for table reservation?
There’s no deposit required for dine in reservations. However, for catering, once an order is placed, you can ask the customer to pay a certain amount first, then pay for the remaining amount after the order has been picked up or delivered.Delete
Scan to Order
If the customer settled the bill at the table before the ordering time has ended, can they continue to place orders?
Once the bill is paid, it is considered as the end of ordering. Customers can only browse the menu.Delete
When both the regular Scan to Order and All You Can Eat Menu modes are enabled, why do regular Scan to Order items appear in the All You Can Eat Menu?
Regular scan-to-order items are considered available for ordering at any time period, so they appear in the All You Can Eat Menu as well.Delete
Besides a buffet style All You Can Eat Menu, what other scenarios can I use the All You Can Eat Menu setup?
If your menu is configured based on dining areas, you can set up the All You Can Eat Menu to categorize items based on the dining areas. For example, you can set up an All You Can Eat Menu so the bar can only order from the drinks menu, and the the indoor cafe area can only order from the desserts menu.Delete
Why are there two identical QR codes with the same table number in my Static QR code file?
Duplicate QR codes for the same table number can appear when a table code is generated twice. To avoid identical QR codes, you must delete any unnecessary copies.Delete
Why can customers still place an order when there is 00:00 remaining ordering time?
00:00 represents "hour:minute," so it means there are still 59 seconds remaining, and customers can still place an order.Delete
How do customers know they can no longer place an order?
When the time is up, customers will no longer be able to place their order, and there will be a reminder below the shopping cart saying "Your ordering time has ended. Please enjoy your meal."Delete
Why doesn't my QR code ordering display the reminder for remaining ordering time and dining time?
There can be two reasons why the ordering time reminder doesn’t appear:
- You have set a Turn Time without setting up a Cut-off time.
- Neither the Turn Time nor the cut-off time has been set.
For more information on how to set up a Turn Time and a Cut-Off Time, refer to Set up and manage Dine-In settings.Delete
Why do I get an error when I try to set a cut-off time?
The error appears because you have set the cut-off time without setting the Turn Time. For more information on how to set up a Turn Time, refer to Set up and manage Dine-In settings.Delete
Can I switch to a different table number after opening a table?
Yes. After switching tables, the customer's QR code URL can still be used. There’s no need to print a new QR code for the customer, and they can place orders on the new table through the original link.Delete
What is the purpose of the avatar in the top right corner?
It represents the user of the registered store's website. This is also where they can check for previous orders.Delete
How can customers log in to their Ocard membership?
If you use the Ocard membership, consumers need to register as a store user. If the registered phone number matches the Ocard registration phone number, the points can be accumulated.Delete
Are online ordering settings also shared with QR code ordering?
Yes. The restaurant’s website and QR code ordering are set together and can be adjusted in the Merchant Portal or on the POS. For more information, refer to Set up and manage Dine-In settings.Delete
The item name on the POS is quite long, but I want the full item name to be shown in Scan to Order. Can I edit the item name in the POS only?
Yes. You can edit it under Menu Setup > Layout Editor. Tap the three dotsnext to the Item then enter the Item Key Name. For more information, refer to Customize the Menu Layout.Delete
Why did an order come through Scan to Order but nothing was printed?
Make sure that the primary POS is connected to the internet and that there is a stable internet connection. An unstable internet connection can cause syncing issues between the POS and your printer. For more information on troubleshooting printing issues, refer to POS can’t connect to a printer.Delete
Why is my Module suddenly not working?
There can be a lot of factors to consider if a Module has suddenly stopped working. Our support team will need to investigate these cases thoroughly. You may reach out to our Support team via Whatsapp and provide details such as which specific Module you’re having issues with, along with your Merchant ID.
You can find the Merchant ID in the POS settings under About, or in the Merchant Portal dashboard.Delete
Customer Facing Display
Can I upload photos for all Customer Facing Display using shared settings?
Yes. You can manage media across multiple devices through configuring the Media Group settings.Delete
Is there a way to stop showing loop media group photos and show the ordered item photo on the Customer Facing Display?
On the Eats365 POS, tap Settings . Then, under Advanced Settings, select Other Devices. Under Customer Facing Display, turn on Show Ordered Item Image .Delete
Can I change the menu layout in mPOS?
You can change the menu layout in mPOS from the Eats365 POS. To do this, on the POS, go to the Menu Setup then tap Layout Editor. From the Layout Editor, tap and drag the Item in the position that you prefer. For more information about changing the menu layout, refer to Customize the menu layout.Delete
Why is the mPOS showing an Item as unavailable?
If the menu has been updated in the Eats365 POS or the Merchant Portal, you may need to update the mPOS as well. To do this, on the mPOS, go to Settings then tap Update.Delete
Can you use Quick Combo on the mPOS?
No. Quick Combo is not supported on the mPOS.Delete
Can you cancel an item on the mPOS?
No. Canceling an Item is not supported on the mPOS. If you need to cancel an Item, you must do so on the POS. For more information about canceling an Item, refer to Payment returns.Delete
Can you place or process takeout orders on the mPOS?
The mPOS can only process Dine-In orders. Takeout orders can be processed on the POS. For more information on how to process Takeout orders, refer to the following articles:Delete
Why is the mPOS showing an error of insufficient access right when I try to pair a new mPOS device?
If you have multiple mPOS licenses and have already paired with the POS previously, check if the mPOS device used has already been unpaired in the POS terminal that you want to use. The previous mPOS device needs to be unpaired before pairing a new mPOS device.Delete
How can I remove or limit my staff’s access to reports?
You can assign roles to your staff and configure the features, functions, and reports that each role can access.
To define Role Permissions, follow the steps below:
- Log in to the Eats365 POS.
- At the top left, tap Settings .
- Under Staff, tap Users and Permissions. Then, select Role Permission.
- Tap the Role that you want to edit. You can also tap the three dots, then tap Edit Permissions.
- Update the Role’s Permissions.
- At the top right, tap Update to confirm.
Why does the login page show the User ID instead of the first name?
If the First Name field is left blank when creating a new staff record, the User ID becomes the default name displayed on the log in page.Delete
How do I add more staff?
On the POS, you can add more staff from the User and Permissions settings. On the Merchant Portal, go to Staff settings. For more information on how to add more staff to your staff list, refer to Set up and manage Staff List.Delete
What is the maximum staff number I can have in the POS?
There is no limit to the number of staff you can add. You can setup as many as you want as long as you have the Advanced Subscription.Delete
Can I use a staff card to login to the POS?
Yes. For more information on how to set up a staff card, refer to Set up and manage Staff List.Delete
CRM / Membership
Can I show the entire mobile number whenever I add a member to an order?
Eats365 places security as a top priority. To prevent exposing personal customer information, mobile numbers become partially or fully masked.Delete
Why isn’t the receipt displaying the remaining membership points?
To display a member’s remaining membership points on the receipt, you must enable the option Select Loyalty Information to print on Receipt. Then, they must be added to an order. For more instructions on adding members to an order, refer to Add a member to an order.Delete
Can a customer use their member’s credit points for payments on the POS, Branded web, or the User App?
Yes. As long as the customer is part of your restaurant’s loyalty program and has a verified phone number.Delete
Is there any other authentication method I can use besides entering the customer’s phone number in the POS, if the customer wants to use their credit points during payment? The customer might get worried that whoever has their phone number can use their credit points.
You can turn on Require card to require the customer to show their membership card upon payment. You can enable this setting under Loyalty > Member Plan.Delete
How do I delete a payout transaction?
There’s no option to modify a past Pay In or Payout transaction. You can instead create an opposite transaction to balance out the difference. For example, to balance out a $50 Payout, create the same $50 transaction as Pay In.Delete
How can I add tender options for third-party delivery platforms like foodpanda or Deliveroo?
Direct payments from third-party delivery platforms are currently not supported. However, you can create specific tender options for them in the Eats365 POS app.Delete
Why am I getting an incorrect amount after applying discount to an order?
If a service charge is applied to an order, the service charge won't be included in the total discounted amount. A discount cannot be added to a service charge. For more information about service charge and discounts, refer to Set up Service Charge and Create and manage discounts.Delete
What scenarios would prompt me to contact BBPOS directly instead of contacting Eats365 support?
Eats365 support can address most concerns regarding the POS and its modules. If you experience any issues regarding BBPOS, you can refer to the following sample scenarios to determine when to contact BBPOS directly:
- QR code payment was successfully scanned, however, the payment didn’t register successfully in the POS.
- The POS successfully processed a payment, but the amount wasn't deducted from the customer’s account.
Note: Displaying credit card information on the receipt is currently not supported in BBPOS transactions.Delete
How do I process a refund for Octopus payments?
Octopus doesn’t support refund transactions. All payments received through Octopus are automatically transferred to the restaurant. If the customer asks for a refund, you can process a cash refund instead. For more information about processing refunds, refer to Payment returns.Delete
Why is Octopus showing an inaccurate amount?
Octopus payments may show an inaccurate amount if you’ve used an Octopus terminal that is not integrated with the Eats365 POS. When this happens, the staff will need to manually process the payment on the POS and then input the amount on the Octopus terminal which is susceptible to human error.
The Octopus device may also show an inaccurate amount if there is a scheduled uploading of transactions. In this case, any transactions made on the Octopus after the uploading time will be treated as transactions made on the next day.Delete
Can I manually open the cash drawer if I accidentally close it? I do not want to use the pay in/payout function.
Yes, you can. On the POS, tap Settings . Scroll down to Staff then tap Users and Permissions and select Role Permission. Select the role that you want to grant permission to manually open the cash drawer. Under Other Operation Permission, turn on Open till with "No Sale" button , and turn off Not allowed to open till after shift starts . On the order-taking screen, the No Sale button will appear on the bottom right. Tap No Sale and the cash drawer will open.Delete
How do I add another tender option on the POS?
To add a new tender option, on the Eats365 POS, tap Settings . Scroll down and select Tenders. Under Custom Tender Types, tap Add Custom Tender Types. For detailed information on creating custom tenders, refer to Set up and manage Tenders.Delete
How do I print separate kitchen tickets for identical items?
To print separate kitchen tickers for identical items, you must turn on the Print Identical Single Items combined setting.
Note: When placing an order, you must enter the items separately instead of choosing multiple quantities, even when combo sets are identical.
To print separate kitchen tickets for identical items, follow the steps below:
- Log in to the Eats365 POS.
- At the top left, tap Settings .
- Under Settings, tap Printing. Then, select Ticket Printing.
- Turn on Print Separate Ticket for Each Single Item .
- At the top left, tap Back to go back to the POS settings.
- Under Advanced Settings, tap System Preferences.
- Turn on Individual Item Entry Mode .
Note: When this setting is enabled, multiple quantity items will be listed on the receipt in separate rows.
- On the left panel, tap Printing again. Then, select Receipt Template.
- Turn on Print Identical Single Items combined .
How do I change Kitchen Ticket settings?Delete
How do I remove the order number on the Kitchen Ticket?
If you don’t want to show the order number on the Kitchen Ticket, on the Eats365 POS, or on the Merchant Portal.
- Eats365 POS: Tap Settings , then tap Printing. Select Ticket Template, then turn off Show Dine-In Order Number.
- Merchant Portal: Click on Restaurant Settings, then select Printing. Click on the Ticket Template tab, then turn off Show Dine-In Order Number .
For more information about customizing the Ticket Template, refer to Customize the Ticket Template.Delete
How do I make the table number appear bigger on the Kitchen Ticket?
Changing the table number’s font size on Kitchen Tickets is currently not supported.Delete
If Items are combined in kitchen ticket printing, will there be a dotted line between each item so that it’s easier for viewing?
Adding a dotted line between each item is currently not supported.Delete
Why is the Order Ticket showing “Retry”?
This usually happens when the network is unstable. During printing, if there is intermittent network disconnection, the printer may not be able to determine if the printing is completed, resulting in "Retry" orders being printed.Delete
Why is the kitchen printer not printing kitchen tickets?
There could be several factors why the kitchen printer isn’t printing kitchen tickets, this includes connectivity and printer setup issues. If your kitchen printer isn’t printing any kitchen ticket, you can do the following:
- Make sure that there’s a stable internet connection. Check if there’s an exclamation point displayed beside the Wifi icon. An exclamation point can mean internet connection issues.
- Check that the printer is connected to the same network as the POS.
- Check if the printer's network cable is loose.
- Try unplugging the printer and then plugging it back in.
- Try turning off the printer and then turning it back on.
- Check if the printer has a red light on. A red light could mean that an error has occurred.
For detailed information on how to resolve kitchen ticket printing issues, refer to Printer is unable to print (hardware issue).Delete
Why is the report showing different amounts for Sales (show by item) and Sales (show by category)?
The Sales (show by item) shows the total amount of Sales before the discount. Meanwhile, The Sales (show by category) shows the total amount of Sales after the discount has been added.Delete
Why do some transactions appear as “Undefined” on a Sales By Period report?
The Sales By Period report shows a summary of all Sales during a selected period, as defined by a restaurant’s operation hours. If a period hasn’t been created, or if the selected time range for the report is before or after the period, the transaction would fall under Undefined. For more information about Sales By Period, refer to View and manage Sales Report.Delete
Where do I find the total sales of a specific item?
To check the total sales of an Item, you can generate a report for Sales by Item. For more information about generating reports, refer to View and manage Sales Report.Delete
Why is there a difference in the amount in different reports?
The Shift Report amount may be higher than the amount in the Daily Closing Report because service charges and discounts are included in the Shift Report, while the Daily Closing Report takes refunded orders into account, and refunds include service charges and discounts. The Shift Report also includes the service charges and discounts of voided orders.Delete
Can I generate a report showing orders processed by staff?
You can view which orders were processed by staff through the Transaction Report.Delete
Will amount shortages affect reporting?
Amount shortage only affects the till amount at the end of the day. Amount shortage won’t affect the sales report since the report only shows the sales amount and not the actual amount collected.Delete
What does Shift mean?
Since some restaurants operate in shifts, Shift allows restaurants to separate operations on the same day into different shifts, allowing them to record a day’s transactions separately. This includes the till amount at the start and the end of the shift.Delete
Why is the Shift Report not showing online order transactions?
The Shift Report only shows transactions placed on the POS. For a summary of online order transactions, you can generate a Daily Closing Report. For more information about generating a Daily Closing Report, refer to View and manage Daily Closing Report.Delete
How do I make Combo Items appear in reports?
To show Combo Items in all reports, on the Merchant Portal, click on Advanced Settings, then select System Preferences. Click on General, then click on the Reporting tab. Under Daily Closing Report Settings, turn on Show Sales by Menu Item .Delete
What do Sales by Menu Item mean?
The Sales By Item report shows a summary of all Sales categorized by Item over a selected period of time. You can check the Sales by Item report if you want to see the total sales per item after the discount and excluding the service charge.Delete
Why are the Total sales showing a different amount from Daily sales?
Total sales show the total amount of sales from the start of the shift until the end of the shift. Meanwhile, Daily sales show the total amount of sales from the start of the day (00:00) to the end of the day (23:59).Delete
Why are Sales and Net Sales showing different amounts?
Sales are inclusive of the total order amount including any discounts, but excluding service charges. Meanwhile, Net Sales shows the total sales amount including service charge.Delete
Where do I find comped and discounted Items on the report?
The Shift Report and Daily Closing Report only indicate what items are free. To get the full report, access the Discount Report on the Merchant Portal.Delete
Can the sales report categorize sales by Dine-In, Takeout, Delivery?
Yes. You can create a Revenue Center to have this overview. For more information on how to create a Revenue Center, refer to Manage System Preferences.Delete
Are the opening and closing times of a shift and the restaurant's day included in the Sales Summary?
No. The start and end times of a staff's shift and the restaurant's day are not included in the Sales Summary.Delete
Why can’t I find an order from the transaction report?
If an order or a receipt is missing from the system, you may reach out to our Support team via Whatsapp and provide us with the order number and the date the order was processed.Delete