Kiosk Cash Orders: Why They Wait for Payment Before Going to the Kitchen

Overview

When a customer places an order on the self-service kiosk and chooses to pay at the counter (cash), the order is held back until your staff take the payment on the POS. It will not appear on the Kitchen Display (KDS) and will not print a kitchen ticket until it has been paid.

This protects your kitchen from preparing food for customers who walk away without paying.

Note: Kiosk orders paid by card at the kiosk are not affected — they go straight to the kitchen as soon as the card payment is approved.

How the flow works

1. The customer builds their order on the kiosk and selects Pay at Counter.
2. The order appears on the POS in the Scheduled tab, marked as unpaid.
3. The customer comes to the counter and your staff take the payment on the POS as normal.
4. Within about 30 seconds of the payment being recorded, the order automatically:
   • moves to In Kitchen,
   • appears on the Kitchen Display, and
   • prints the kitchen ticket.

No extra steps are needed — taking the payment is what releases the order to the kitchen.

Finding unpaid kiosk orders

1. Open Order Hub on the POS.
2. Select the Scheduled tab.
3. Kiosk orders waiting for payment show with the kiosk order source and an unpaid status.

Troubleshooting

A kiosk order isn't showing in the kitchen

• Check the Scheduled tab in Order Hub — if the order is there and unpaid, it is waiting for the customer to pay at the counter. Take the payment and it will be released automatically.

The customer paid but the order still hasn't reached the kitchen

• Allow up to 30 seconds after payment — orders are released on the next automatic check.
• Make sure the payment was completed on the POS (the order should show as paid in Order Hub).
• If it still doesn't appear, check that the terminal designated to fire web orders (the one with Auto Fire Web Orders enabled in terminal settings) is switched on and connected.