How do I take and change orders at the venue?

Take an order over the phone, take a card on your own machine, edit a live order and look back over past orders.

Part of How do I set up and run Order & Pay?. This part covers the orders your team handles itself: taking an order over the phone, a card taken at the venue, editing a live order, and looking back over past orders.

Taking an order over the phone

Take an order at the top of the Orders screen opens a sheet that goes through the order one step at a time — Guest, Details, When, Dishes and Payment — then a review that lists what you've entered and says exactly what happens when you press Place order. On Dishes, each dish shows what it contains ("Contains: gluten, milk") and its dietary marks. On a wide screen a summary sits beside the steps the whole way through, and Change on the review takes you back to any step. Closing the sheet keeps what you've typed: open it again within half an hour and Carry on picks up where you were (in this browser tab, for you only — nothing is saved to the device).

Finding the guest first. Type an email address, a phone number or a name into Find a guest (the same search as on the booking forms) and pick the match — or choose New guest — skip, and whatever you typed goes into the right box on the next step. Picking someone fills in their name, phone and email (each marked From profile, and every box stays editable), offers any delivery addresses they've saved as buttons you can tap to fill the address in one go, and shows anything on their profile about allergies or dietary needs — it's what they told you last time, so still ask. Guests are filed under their email address, so searching by phone finds them and fills their email in from the profile; a phone order with no email joins that mobile's Phone only record, as a booking does. If you change an email that came from a profile, a one-tap prompt asks whether it's someone else (use the new address) or to keep the one on file, so a typo can't quietly create a second record. Finding a guest comes with your guest list, so every venue that takes collection or delivery orders has it; a staff member whose role can't view guests puts the details in by hand instead.

Details, when and the dishes. Pick the Order type (collection or delivery) and put in the guest's name and phone — both are needed — and their email if they'll give it. For when, choose As soon as possible (the sheet shows the current wait from the Orders screen) or Pick a time from today's times. For the dishes, search the menu as you type (dish names and descriptions both count) or tap a category chip to narrow the list; Add puts a dish in the order and a −/+ stepper on the row changes the quantity (a dish with choices shows Choose… and opens its options first). Each dish in the order can carry a Note for the kitchen, and it shows on the docket and the Orders screen. Ask the guest "Does anyone in your party have a food allergy or intolerance?" and choose their answer, No or Yes — a Yes needs the allergy written in The allergy, and it goes on the kitchen ticket and the Orders screen as a red ALLERGY label (your team is taking the order, so a Yes is never turned away here, whatever the venue's allergy setting). Tick that the guest is 18 or over when the order has alcohol. The item count and running total stay pinned at the bottom of the step. The picker shows the menu exactly as guests see it on collection and delivery: a dish that has sold out for the day is greyed with a Sold out tag, a live special shows its special price, and a section that is switched off or outside its serving times is greyed with the reason.

How they pay. Choose Payment link — the guest pays on their own phone and the order goes live the moment they do; tick whether it's emailed to them, texted to them (a text uses 1 credit), or neither — Cash, where you accept cash for that channel, or Card at the venue where you've switched that on (see below). Staff orders go through exactly the same checks and pricing as guest orders, and once the order is placed the sheet shows the real total — for a payment link, with the link to copy and a QR code the guest can scan to pay.

No email? Take the order anyway. An email is never required — the order goes through without one. It's worth asking for, because it's the only way the guest gets a receipt or the payment link by email, and it's how the order joins their guest record for loyalty and offers. The sheet says so under the email box rather than blocking you.

Checking a delivery address before you take the order. On a delivery order the address box is the same address search guests get. The moment a postcode is in, the sheet answers straight away — You deliver here — £2.50 delivery with the free-over threshold where you have one, or Outside your delivery area, or That address couldn't be found. You see it before a single dish is keyed in rather than at the end. If the check can't be reached the sheet says so and lets you carry on: the address is checked again for real when you place the order. Under the address, Ask the guest first: save this address to their account for next time? saves it to their record (it needs their email, since that's what the record is kept under) and files it as **Added by your name**, so the guest can see who put it there.

Card taken at the venue

If you take cards on your own machine, switch Card taken at the venue on for collection or delivery in Settings → Order & Pay → Collection & delivery. It's a separate switch from Accept cash and starts off, so a cash-only venue never sees a card button. With it on, Take an order offers it as a third way to pay (Card at the venue): the order goes straight onto the board and the amount shows as Card to take on the board, the docket and the guest's receipt, instead of Cash to take. No card details are ever entered into ResoFlow and no money moves through us — it just records the truth so nobody has to press Cash and hope. In your figures it's counted on its own: the daily sales email and the Orders analytics show Card at the venue separately from cash and from card, and past-orders CSV exports carry a Paid by card at the venue (£) column, so your cash count and your Stripe payout both still add up. It carries exactly the same 50p + 1% platform fee a cash order does, billed monthly the same way.

Editing a live order

Any live order's panel offers Edit order — add dishes, remove them, or change quantities. It opens the same step-by-step screen as taking an order: what's on the order (with − to take items off), then the same menu search, category chips and dishes to add (with a note for the kitchen on any of them); the change in money shows at the bottom right, and the review says exactly what will happen before you press Save changes. Existing dishes keep their original prices and saved allergen information; newly added dishes use the current prices for that order's channel and save the menu's declared allergens. If the new total is higher, the screen creates a Top-up payment link to send the guest for the difference — once they pay it they're emailed a receipt for it, and that payment counts on the day it was paid — on Payments it is its own Order & Pay change row, and in your VAT figures it follows whether you had a VAT number saved that day (on a cash order, the cash total to take simply updates); if it's lower, the difference is refunded — behind the same manager approval as any refund. The kitchen's tickets reprint with the changes, and the guest's receipt and order page stay honest. An order paid partly with a gift card or carrying an offer or loyalty reward can't be edited this way yet, and a set menu can't be added mid-edit — the screen explains these limits.

If the guest loses the top-up link or it expires (payment links last 72 hours), the order's panel offers Re-send payment link — a fresh link for the amount still owed goes out by email or text, and the old link stops accepting new payments. If a payment was already processing on a replaced link, it is recorded for the payment-link refund process. Only a payment matching the current unpaid amendment settles the order's balance.

Past orders

The board only shows live orders — the moment one is delivered or rejected it moves to Past orders (the tab beside Orders screen on the Counter, the clock icon on the Pass's top bar, or /dashboard/orders/history). There you can look back over every order the venue has ever taken: pick the Dates (the last 7 days to start with — today, yesterday, the last 30 days, this month, last month, this year or your own dates — Today and Yesterday are your venue's days, 5am to 5am, like Home's Taken today), filter by status, channel or table, search by code, guest, dish or table, and open any order for the same detail the board showed — the items and choices, kitchen notes, tip, gift-card and card split, any promotion, the VAT summary and any loyalty points earned. Download CSV, in the … menu beside the list's title, exports the filtered list (Plus plan and above or a paid Gift Cards, Loyalty, Events or Order & Pay product — the Order & Pay product includes it — like every CSV in ResoFlow). The CSV's VAT column is headed "VAT (£, before refunds)" — refunded money isn't netted out of it — and it's blank for an order paid while your venue had no VAT number saved (older orders, from before ResoFlow kept that note, follow your VAT number as it is now — blank if none is on file) — matching the rule every other surface follows: VAT follows whether your venue was VAT-registered when the money was taken.

Related: How do I set up and run Order & Pay? · How do I run the Orders screen? · How do refunds, fees, receipts and VAT work in Order & Pay? · How do I set up collection and delivery ordering? · How do saved delivery addresses work?