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Manage Catalogue Orders

The order list is the main operations view for guest orders.

Quick Reference​

AreaWhat It MeansWhat To Do
New ordersOrders that need staff attention.Review details and start fulfillment.
In-progress ordersOrders being prepared or handled.Update status as work moves forward.
Completed ordersOrders fulfilled by staff.Use for history and reporting.
Failed or payment-related ordersOrders needing review.Check order details and payment state.
Catalogue filterNarrows orders to selected catalogues.Use when multiple catalogues are live.
Date filterNarrows orders by order date.Confirm the date range before escalating missing data.
SearchFinds orders by visible guest or order details.Search by guest, room, order reference, or keyword where available.
Status tagsHighlights payment, HOME, or POS state.Review tags before changing status.

Before You Start​

  • Staff should know the property's order handling process.
  • Payment and POS behavior should be configured.
  • Guest form fields should collect the information staff need.

Manage Orders​

  1. Go to Catalogue V3 -> Orders.
  2. Filter by date, status, catalogue, or search term.
  3. Open new orders first.
  4. Review item, guest, room, payment, and POS details.
  5. Update the order status according to the fulfillment process.
  6. Add notes if the order needs handover.

Review the Order Table​

The order table helps staff scan order context before opening a record.

Check:

  • Catalogue name, especially when multiple catalogues are active.
  • Order date and time.
  • Guest, room, table, or contact details where shown.
  • Total price and payment method.
  • Status tags, including POS failed, HOME failed, payment failed, or payment success.
  1. Select one or more catalogues when reviewing a specific menu or department.
  2. Set the date range before comparing order counts or exports.
  3. Use search for guest, room, order reference, or visible order text.
  4. Clear filters before deciding an order is missing.
  5. Reopen the order detail after finding the correct record.

Troubleshooting​

Order is missing from the list​

What you see: Staff expect an order but cannot find it.

Do this:

  1. Clear filters.
  2. Check date range and catalogue filters.
  3. Search by guest, room, or order reference.
  4. Check whether the guest reached a success or failure page.

Failed status tag appears​

What you see: The order list shows a POS failed, HOME failed, or payment failed tag.

Do this:

  1. Open the order detail.
  2. Review payment, POS, and item details.
  3. Follow the property's manual handling process before retrying or asking the guest to reorder.
  4. Escalate repeated failures with the order reference and status tag.