Help Center

Orders

The Orders page is where you manage all incoming and completed orders. Orders are organized into three tabs — Received, Pending, and Done — so you can track each order's progress from arrival to payment.

Received / Pending / Done Tabs

  • Received — New orders that haven't been acknowledged yet
  • Pending — Orders that have been marked as in progress or delivered but not yet paid
  • Done — Completed and paid orders

Order Status Flow

Each order progresses through a series of statuses:

  1. A new order arrives in the Received tab
  2. Open the order and tap Mark as In Progress to acknowledge it
  3. After delivering the items, tap Mark as Delivered
  4. When the customer pays, mark the order as Paid — it moves to the Done tab

Tip: Keep the Received tab open during service to see new orders as they arrive in real time.

Manual Order Creation

When a customer orders verbally or by phone, you can create a manual order. This is accessed from the Menu page, not the Orders page.

  1. Navigate to the Menu page
  2. Select products and quantities
  3. Assign a table and submit the order
  4. The manual order appears in the Orders page and follows the same status flow

Tip: Manual orders are useful for phone orders, walk-ins, or when the customer prefers to order verbally.

Mark as Paid

When a customer is ready to pay, mark their order as paid to move it to the Done tab.

  1. Open the order you want to close
  2. Tap the Mark as Paid button
  3. Confirm the payment

Note: For bulk payments, you can select multiple orders to mark as paid at once from the Done tab.

Refunds

If you need to reverse a payment, open the paid order from the Done tab and tap the Refund button. For card payments processed through Stripe, the refund is initiated automatically.

Note: Refunds for cash payments must be handled manually at the register. Pickolo records the refund in your reports regardless of payment method.

Order Notes

Both staff and customers can add notes to orders. Customer notes (dietary requirements, special requests) appear directly on the order. Staff can also add internal notes for preparation or special handling.

Kitchen View

The Kitchen View provides a real-time order feed optimized for kitchen displays. Access it from the Pickolo page in the bottom navigation, where you can copy a shareable link. Open this link on any device with a browser (e.g., a tablet in the kitchen).

Tip: Bookmark the kitchen view link on your kitchen tablet for quick access.

Filters

In the Done tab, use the Unpaid Only filter at the bottom to quickly find orders that still need payment — especially useful at the end of service.