Managing orders via Order Hub | botX POS Android Knowledgebase

Manage Online Orders with Orders Hub

I. Purpose

The Orders Hub feature displays all orders from Online Ordering and third-party online sales platforms in one place.
It helps cashiers quickly receive order details, notify the kitchen/bar, and collect payment when customers arrive to pick up their orders.

This workflow is especially useful for U.S. restaurants, where self-delivery is limited and orders are typically handled via third-party delivery services or customer pickup.

II. Steps

Step 1: Access Orders Hub

From the POS main screen, select Orders Hub.

Step 2: Process orders and review order statuses

Orders are managed through the following status tabs:

Order Status	Description
Need Approval	Displays new orders that have not yet been confirmed.
Scheduled	Displays orders that have been confirmed.
Active	Displays orders that have been sent to the kitchen/bar.
Order Ready	Displays orders that have finished preparation and are ready for pickup.
Completed	Displays orders that have been successfully paid or canceled.

Order Hub Configuration (Required Setup)

To process orders in Orders Hub, the following settings must be configured.

Online Ordering Settings (Management Portal)

Go to Online Ordering → Settings → Order Settings.

Setting	Description
Automatically confirm orders that have been paid	- Paid online orders are automatically approved and moved to Scheduled. - Unpaid orders must be approved manually by the cashier.
Automatically send the order to the kitchen/bar	- Once an order is confirmed and reaches the configured send time, it is automatically sent to the kitchen and moved to Active. - If the order has not been confirmed, the system will not auto-send it and manual action is required.

Click Save after configuring these options.

Assign a Default POS to Send Orders to the Kitchen

For restaurants using multiple POS devices (POS_1, POS_2, etc.), only one POS can automatically send online orders to the kitchen/bar.

On the POS main screen, go to Settings.
Select General Settings.
Enable Assign this POS as the default device to automatically send online orders to the kitchen/bar.

Notes:

The first POS that logs in is selected by default.
The system displays a confirmation message indicating which POS is assigned.
To change the assigned POS, repeat this step on another POS device.
This option is shown only when Automatically send the order to the kitchen/bar is enabled in the management portal.

Order Processing Details

Step 1: Open Orders Hub

From the POS main screen, select Orders Hub.
When a new order arrives, the system displays a notification for the cashier.

Information Shown in Orders Hub

Display Item	Description
Order Number	Format: `OD00001`. Order numbers increase sequentially and reset monthly.
Order Type	Indicates pickup orders.
Received today / yesterday at {time}	Time the customer successfully placed the order online.
Due today / yesterday at {time range}	Pickup time selected by the customer.
Order Status Tabs	Need Approval / Scheduled / Active / Order Ready / Completed
Payment & Completion Status	Shows payment status and order completion state.
Filters	Sort orders by: Due time (first/last), Order number (oldest/newest).
Search bar	Quickly find orders by keyword.

Order Processing Workflow

Orders move through the following five steps:

1. Need Approval

Displays all unconfirmed orders.
Tap Approve to confirm the order.

Notes:

Only staff with proper permissions can update orders.
All staff with sales roles may cancel orders at the customer’s request.

2. Scheduled

Displays confirmed orders.
Tap Fire Now to send items to the Kitchen/Bar.

Notes:

Updating orders requires proper permissions.
All sales-role staff may cancel orders if requested by the customer.

3. Active

Displays orders that have been sent to the kitchen/bar.
Tap Order Ready when preparation is complete.

Notes:

Updating or canceling orders requires proper permissions.

4. Order Ready

Displays orders ready for pickup.
When the customer receives the order, tap Complete to proceed to payment.

5. Completed

Displays orders that are successfully completed or canceled.
Allows the cashier to apply taxes and fees during payment if applicable.

Notes:

If the order was paid and not updated:
- Tapping Complete automatically finalizes payment and generates the transaction and receipt.
If the order was paid and updated:
- Taxes and fees cannot be adjusted.
- Only Pay full amount is allowed.
If the customer overpays, the system displays a prompt to handle the excess amount.

III. Frequently Asked Questions

1. How does a cashier cancel an online order at the customer’s request?

Case 1: Order not yet paid

Select the order and tap Cancel.
Choose a cancel reason.
Tap Yes, Cancel It.

Case 2: Order already paid

Select the order and tap Cancel.
Choose a cancel reason.
Tap Yes, Cancel It.
The system redirects to the refund screen, where the cashier selects a refund method.
If the refund fails, the system displays a warning.

After successful cancellation, the order moves to the Completed tab.

2. If an order is completed on the KDS, does it automatically move to Order Ready or Completed?

(Behavior depends on the restaurant’s KDS and order confirmation settings.)

✔ Orders Hub centralizes online order management, improves coordination with the kitchen, and ensures faster, more accurate order handling.