Frequently asked questions

 We do not support, nor encourage, an email, fax or desktop solution for taking orders, and there are many good reasons why we chose to provide an app instead. Shortly put, your online sales will be low if you take orders without the app we provide.

One way to increase your business is to provide existing customers a truly great service so that they will order again and again. The online ordering experience is part of that service. If you can accept and confirm orders within seconds plus giving an individual delivery / pickup time, your customers will be delighted.

In order to achieve an almost real-time reaction by the restaurant, we first need to assure your client that the restaurant is ready to take the order and to make some noise once a new order arrives. Traditionally, the telephone is assuring the client that the restaurant is ready to take the order. If you do not pick-up the phone in a timely manner people just call somewhere else, right? Simple.

Using a mobile app is ideal for this purpose of replicating what was appreciated by the clients on phone orders and add the benefits of online handling on top. You just need an affordable device for order-taking, one that is easy to set up and use, without too much hassle.

Minimal requests for an order-taking tablet/smartphone are:

  • charging while on
  • good wi-fi signal (if you want to connect through a wi-fi hotspot)
  • loud speaker
  • android v 4.1 or later (with Google Play supported)
  • decent materials (meaning not to fall apart after 2 months of usage and get a broken charger socket, displaced screen, etc).
  •  FAQ / What does the message "We're currently not taking orders online right now..." mean?

    Our system checks every few minutes if it still has a connection with your phone / tablet. In case it is not possible to establish a connection, you can not receive orders so we show this message to your customer. We thought this would be a better solution than having customers place orders without being served.

    Please check to see if you are logged in the order-taking app on your mobile device, and if you have an active data plan or wifi connection. Also make sure you don’t have any app blocker or battery-saving applications installed.

     FAQ / How can clients order on Facebook using the mobile device?

    The issue is that when you open the Facebook mobile app, you will not be able to see the apps/buttons/tabs you have installed on your Facebook page. The reason is that Facebook mobile does not allow any third party apps to be shown on mobiles. This does not apply only to our system, but also to any other applications made for Facebook.

    However, we provide a smart link for posting on Facebook. You may use this link over the "Shop Now" call to action on your Facebook page, or to create pinned posts about ordering. This smart link detects the device type and serves the menu in the appropriate format, including mobile.

    You can find your smart link along with step by step visual instructions in your admin area, under Publishing ? Facebook. You will unlock Facebook Sharing and Shop Now as soon as you publish the app on Facebook. 

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     FAQ / Is the system available in other languages?

    Yes. the system is already available in most used languages and more are added every month by our community of contributors.

    If you didn't find your language available in the admin area settings, it is possible to speed its release by translating some parts in our translation module.

    If you wish to contribute simply drop us an email at Make sure you specify the login email address of your restaurant account signed-up with us, and the language you are interested in. 

    FAQ / How can I print restaurant receipts for my online orders? 

    Printing orders with the Order Taking App

    Our order taking app can be connected to multiple Epson and Star thermal printers.

    Thermal printers are widely used in restaurants. They are robust, fast, require no toner change and paper costs are close to nothing. Epson and Star are leading manufacturers in this segment.

    The app supports three types of printer connection:

    LAN (Ethernet) - the thermal printer is connected by network cable to a WiFi router and accesses the same WiFi network as the order taking device does;
    WLAN (WiFi) - the thermal printer connects wirelessly to the same WiFi network that’s used by the order taking device;
    Bluetooth - the thermal printer connects directly to the order taking device via Bluetooth.

    To add a printer, open the order taking app and select Thermal printer from the menu. The app will guide you through adding a LAN, WiFi or Bluetooth printer.

  • When adding a LAN / WiFi printer, double check that the printer and your order taking device are connected to the same network.
  • When adding a Bluetooth printer, first pair the printer with the device and then add the printer in the app.

  • In case you have multiple working stations, you can add several printers and have your orders printed on all of them. The iOS version of the Order Taking App supports adding multiple printers with different connectivity types (like shown in the image below). On Android, all your printers must have the same connectivity type (all LAN/WiFI or all Bluetooth).

    printing faq-image1-a318a8f075

    Furthermore, you can go in the Admin Panel and decide exactly what to be printed on each printer: which template, number of copies and language. For text-only printers you will be limited to the text-only receipt template. But for printers that support image printing, you can create custom restaurant receipts and assign them as needed per printers.

    printing faq-image2-32ae87be90

    To benefit from Custom Printing, you need:

  • Restaurant Order Taking App version: 1.2.21 for Android, 1.1.40 for iPhone/iPad - or higher.
  • Software version of your phone or tablet: 4.4 or higher for Android, 9.0 or higher for iOS;
  • A compatible thermal printer that supports image printing.
  • Restaurant receipt templates

    In the Admin you can find 2 restaurant receipt templates that we’ve prepared for you, suggestively called Client receipt and Kitchen essentials.

    The Client receipt template contains:

  • The payment method chosen by the customer (cash, credit card etc);
  • Time to deliver/pick-up the order;
  • Estimated drive time and directions (for delivery orders);
  • Client’s contact info;
  • The order details (including items, prices, taxes and total);
  • Confirmation box for client’s signature at handout.

  • receipt kitchen-essentials-4cb66a9d42

    The Kitchen essentials template contains:

  • Order type (delivery, pickup or order ahead for dine-in);
  • Client’s name and comments;
  • Full order details (the items ordered with their according customizations, quantities and comments);
  • Quality control box for the final check at the packing station.

  • receipt kitchen-essentials-4cb66a9d42
    Note: You need a printer with image printing capabilities in order to use these templates. If your printer can only print text, you can still get the order printed, but in a default plain-text template.

    How to customize the restaurant receipt

    To customize your receipts, start from one of these templates and use the restaurant receipt generator to make adjustments as you see fit. You can:
  • Change font size for every single line on the receipt;
  • Rearrange the sections with simple drag & drop;
  • Remove sections that you don’t need;
  • Add your own content by using the text-free sections
  • printing faq-image1-a318a8f075
    The best part is that while you make all these changes you can see a real time preview of how your restaurant receipt looks like.

    You can even generate previews for different real life situation by playing with the order type (delivery, pickup, order ahead), payment method (cash, card online etc) or fulfillment time (asap or later). That’s how you make sure that everything looks exactly how you need without having to print tones of test orders.
    printing faq-image4-339ea3add6
    Note: If your printer can only print text (not also images), the receipt comes out in a plain-text format that you cannot customize.

    Recommended printers

    We’ve looked at the most popular printers used by our clients and picked the ones that perform best. All the printers below are reliable, easy to install and support image printing. Moreover, we have them in our office for testing and are the first ones we debug in case of issues. So if you want to buy a thermal printer to connect to the order taking app, we highly recommend one from this list.

    When buying a printer, pay close attention to its characteristics, as the name alone can be deceiving.
    There are several models under the same name, and usually they differ only by color and interface (how they are able to connect).

    For example, EPSON TM-T20II is a series with 2 models. You need to buy the one with Ethernet, if you wish to connect it to the order taking app. The USB + Serial model would be completely useless.


    Other supported printers

    These printers work ok and we actively support them as well:
  • EPSON TM-m30, models: Ethernet only, Ethernet + Bluetooth, Ethernet + WiFi
  • EPSON TM-T20, model: Ethernet
  • EPSON TM-T20III, model: Ethernet
  • EPSON TM-T70II, model: Ethernet, WiFi
  • EPSON TM-T88IV, model: Ethernet
  • EPSON TM-T82III, model: EthernetM
  • EPSON TM-T82IIIL, model: Ethernet
  • EPSON TM-T88VI, all models have Ethernet built-in and WiFi with dongle
  • STAR TSP143
  • Why we don’t recommend Bluetooth

    Although the order taking app allows you to connect a thermal printer via Bluetooth, we don’t recommend it. Here’s why:
  • Discovering the printer via Bluetooth is often times rather difficult. Also, for many printers, once the connection is lost, it cannot be re-established automatically;
  • Bluetooth has a range of maximum 10 meters and is prone to interferences from other EM waves (like microwave oven or some WiFi networks);
  • We have encountered size limitations with printers from different manufacturers (like Star TSP650II).
  • Why we no longer support SMS printing

    We also had to cut out SMS printing. Some orders are long enough to exceed the SMS limit. The end result is that the printout does not contain all items.

     FAQ / How do I add the "See MENU & Order" button to my website?

    If you look in the Admin panel you can find a section called Publishing, containing Facebook and Website.

    To place the "See MENU & Order" button on your website, you need to copy the HTML code (which you find in the Admin panel > Publishing > Website) and paste it in the HTML source code of a page on your website. If you are not the creator of your website, then please ask your website administrator to help you out with this. It should only take a few minutes.

    Make sure your button will be visible from your main homepage. For example, we have seen the button placed only at the bottom of contact page which significantly diminishes the chances of getting any online orders. 

    There are 2 cases where your customer can receive an email.

    1. When you accept, reject or miss an order

    Your customer can hit the reply button and the feedback will be sent directly to you. Although the email is sent from our email server, the replies are being sent from the customer to you.

    We took several initiatives to use a high quality email server which ensures that the emails will not end up in your customer's spam folder. This email server is legally registered to us so the email template must contain our imprint. We have kept the branding to a minimum though.

    2. When you send out an email blast
    faq_with_email_blast_feature a5f58af747

    We have recently released a new email blast feature, which enables you to stay in touch with your customers and let them know all about the food safety measures you’ve taken to protect them & your staff against COVID-19.

    When you use this feature to send out email blasts to your customers, you should that, essentially, all the text can be edited:

  • The subject line
  • The headline
  • The body text
  • The call-to-action

  • The images are automatically added by us, and they are specifically designed to fit your fulfillment options (no-contact delivery and / or minimum exposure pickup).

    keep_save_from_covid19 518b540d4b

     FAQ / Can I customize the look & feel of the web widget?

    You can create almost any logical association for combo offers, add-on up-selling and/or supersize deal. You may edit at anytime each dish name, description and food category. Also, you can fully manipulate your theme, categories and dish pictures. Further-on, you may tweak the See MENU & Order button by changing the color, the font, and even the text for your website and/or Facebook page.

    The colors and fonts in the online ordering menu cannot be changed, as we are trying to focus the attention of your customer on the food, the ordering and the checkout process. This is why we carefully designed the widget using neutral colors on purpose.

    Moreover, as the menu is your dynamic ever-changing sales content, we crafted everything with web-friendly fonts that renders consistently over any browser or device thus avoiding misalignments or nasty overlapping of fresh edits. 

     FAQ / Can I customize the look & feel of the "See MENU & Order" button?

    Yes, you can.

    The button's current look and feel is given by class="glf-button". In this class we have defined the properties that make it look orange, have the font white and so on. So you can change the button style in two ways:

  • replacing the glf-button class with your own button class, or
  • using inline style to change some of the CSS properties

  • Here are some properties you can use inside the style attribute:

    Background-color - Sets the button color.
    Color - Sets the text color. Make sure you add "!important" for this to work.
    Font-size - Sets the text color. Make sure you add "!important" for this to work.
    Padding - Sets the space around the text.
    Border-radius - Sets the shape of the border. The higher the value, the more rounded the corners. 

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    Insert the properties you need to get to your desired style. This code, for example:

    <span class="glf-button" data-glf-cuid="xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx" data-glf-ruid="xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx" style="padding:15px; font-size: 16px; border-radius:40px; background-color:#008F00"> See MENU & Order</span> <script src="/portals/0/Pages/FAQ/lazyload-ph.png" data-src="" defer async ></script>

    produces the following result:

     FAQ / Is it possible to make a category within another menu category?

    For example, your restaurant serves both Chinese and Indian dishes in the same menu. You have the same categories (e.g.: starters, desserts, salads etc), but you have to use them 2 times, once for Chinese dishes, once for Indian dishes.
    Our suggestion is that you create and name your categories as: Indian starters, Chinese starters, Indian desserts, Chinese desserts and so on.

    The idea of our product design is to make menus simpler as clients get confused by complicated menus and that’s never good for online sales.

    If you have other logistical/marketing reasons for which you should have a clear separation of menus, then it is better to sign-up with two restaurant accounts and take orders on two different mobile devices (e.g. there are two different chicken-based meals cooked by two different chefs in two different locations and people should not be able to cross-order one item from the Chinese menu and one item from the Indian menu).

    If your plan is to provide a one-click ordering cart with thousands of food items, then putting the free solution on steroids is not the right thing for your online sales. Please consider investing in a food portal with top choices, quick search, promo items, most popular, ratings, reviews and similar features. 

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