Overview
Orders due ASAP — counter takeaway orders, online orders for immediate preparation, and paid kiosk orders — are sent to the kitchen immediately. The kitchen ticket prints and the order appears on the Kitchen Display (KDS) within moments of the order being placed, sent, or paid.
Orders scheduled for later (for example, an online order placed at 2pm for 6pm collection) stay in the Scheduled tab and are sent to the kitchen automatically when their preparation time arrives.
When each order type fires
| Order | Sent to kitchen |
|---|---|
| Counter order (staff press Send) | Immediately |
| Online order due ASAP | Immediately on arrival |
| Kiosk order paid by card at the kiosk | Immediately on arrival |
| Kiosk order paid at the counter | Immediately when payment is taken on the POS |
| Order scheduled for later | Automatically at its kitchen send time |
What to check if orders aren't reaching the kitchen
- Check the designated terminal is on. Only the terminal with Auto Fire Web Orders enabled in terminal settings sends orders to the kitchen. Make sure that terminal is switched on, connected to the internet, and the POS app is open.
- Check kitchen printing is enabled. The same terminal needs Kitchen Auto Print enabled for kitchen tickets to print automatically.
- Check the order isn't an unpaid kiosk order. Kiosk orders where the customer chose Pay at Counter are held until payment is taken — see Kiosk Cash Orders: Why They Wait for Payment Before Going to the Kitchen.
- Check the kitchen printer. If the order shows as In Kitchen in Order Hub but no ticket printed, the printer may be offline or out of paper.
Note: As a safety net, the POS also re-checks for unsent orders every 30 seconds. If the instant send is ever interrupted (for example, by a brief network drop), the order is picked up on the next automatic check rather than being lost.