Overview
When a customer is waiting and their order needs to jump the queue, a manager can Prioritise it from the POS. Prioritising lifts the order to the top of every Kitchen Display (KDS) station instantly, ahead of all other orders — including ones the kitchen has already started.
Prioritising only affects the kitchen queue order. It does not change the customer's promised time, delivery ETA, or any other order details.
Who can prioritise an order
Prioritising is a manager action. If you are not signed in as a manager, the POS will ask for a manager PIN before the change is applied — the same as refunds and discounts.
How to prioritise an order
- Open Order Hub and tap the order you want to push forward. Its details open on the left.
- Tap the ⋮ More button in the order's footer.
- Choose Prioritise.
- Enter a manager PIN if prompted.
The order is now boosted. A Priority badge appears on the order — both on its row in the list and in the order detail panel — and it moves to the top of every kitchen station's queue straight away.
Note: You can only prioritise an order while it is still in the kitchen — that is, while it is To Prepare or In Kitchen. Once an order is ready, collected, dispatched, or served it has left the kitchen, so the Prioritise action is no longer offered.
Removing priority
If an order was prioritised by mistake, or it no longer needs to jump the queue:
- Open the order in Order Hub.
- Tap ⋮ More.
- Choose Remove Priority (enter a manager PIN if prompted).
The Priority badge is removed and the order returns to its normal place in the queue (sorted by its due time).
What happens on the Kitchen Display
Prioritised orders sort above every other order, including orders already being prepared. If you prioritise more than one order, those boosted orders sit at the top and are ordered among themselves by their due time. Priority clears naturally when the order is bumped off the KDS as normal — there is nothing extra to clean up.