Who is this for?
F&B merchants who want to offer table delivery or counter pickup for Kiosk orders using Kitchen Printers, the Kitchen Display System (KDS), or the Number Calling System (NCS).
Overview
When customers place orders on your Kiosk, those orders flow through your restaurant systems differently depending on whether they chose table delivery, counter pickup, or takeaway. Understanding these workflows ensures smooth operations and accurate order fulfillment.
This article explains the complete order journey: how customers interact with the Kiosk, how orders appear in your kitchen systems (Kitchen Printers, KDS, NCS), and how staff manage these orders on the POS.
Important
This article assumes you have already set up your Kitchen Printers, Kitchen Display System (KDS), or Number Calling System (NCS). If you haven't:
Learn how to set up Kitchen Printers: Kitchen Printer Setup Article
Learn how to set up Kitchen Display System (KDS): KDS Setup Article
Learn how to set up Number Calling System (NCS): NCS Setup Article
Before You Begin
Table tents (numbered stands) ready at your Kiosk station if using Dine-In Table Service.
Kitchen printer or Kitchen Display System (KDS) already activated, connected and on version 1.9 and above.
Number Calling System (NCS) app installed on a TV with Mi TV Stick (only if using counter pickup) and on version 1.3 and above.
Your Kiosk is activated and configured (see Article: How to Set Up Kiosk Menu, Branding, and Payments).
Your POS register is activated and operational.
If using card payments: Ensure your GHL Terminal is activated.
You have an active Kiosk license.
Step-by-Step Guide
Understanding Kiosk Order Types and Workflows
The Customer Journey
Steps 1-3 are the same for all order types:
1. Customer taps 'Tap to begin your order' on the Kiosk welcome screen
2. Customer selects their order type:
Dine In (for eating at the restaurant)
Takeaway (for taking food to go)
Customer browses menu, adds items to cart, and customizes their order.
What happens next depends on the order type and payment method selected:
Dine in with Table Service
This workflow is for customers who want their food delivered to their table.
When customers choose Dine in and complete payment (via QR or Card), they will be prompted to enter a table number.
The table number will appear on kitchen dockets or KDS screen.
Staff can deliver orders directly to the correct table
Notes:
Table number entry is only shown for paid orders (QR Payment or Card Payment)
'Pay at Counter' orders do not prompt for table numbers (because the customer is already coming to the counter)
Customer Journey
1. Customer proceeds to payment and selects either:
QR Payment (DuitNow QR)
Payment Terminal (Card payment)
2. After successful payment, customer is prompted to 'Enter Table Tent Number'.
3. Customer enters their table number and taps on 'Continue'.
Customers can select 'Pick at Counter' to skip the Table Service.
Order confirmation appears with order number and table number.
The customer will receive a copy of the receipt once payment is completed.
Kitchen Journey
Order prints at Kitchen Station or appear on Kitchen Display System (KDS)
Kitchen docket prints at the kitchen station
Orders are displayed on the Kitchen Display System.
1. Kitchen staff prepares the order
2. When ready:
On Kitchen Printer: Staff bring a docket to pass or mark manually.
On KDS: Staff taps 'Bump' on the order to mark complete.
3. Staff deliver the order to the table number shown.
Note: Table Service orders do not appear on the Number Calling System (NCS) screen, as these orders are delivered directly to tables by staff, not picked up at the counter.
Dine in with Pay at Counter
This workflow is for customers who want to pay immediately but pick it up at the counter.
Customer selects Dine In as order type.
Choose pay at the Counter
Customer Journey:
1. Customer proceeds to payment and selects Pay at Counter.
2. Order confirmation appears with order number.
3. Customer completes payment at counter.
Cashier Journey:
1. Tap 'Orders' to direct to the Open Order page
2. Select the Kiosk order to complete the transactions.
Note: Unpaid orders will not be sent to the kitchen.
3. Select the preferred payment method to complete the order.
Kitchen Journey:
Order prints at Kitchen Station or appear on Kitchen Display System (KDS)
Kitchen docket prints at the kitchen station
Orders are displayed on the Kitchen Display System.
1. Kitchen staff prepares the order
2. When ready:
On Kitchen Printer: When ready, customer comes to counter to collect.
On KDS: Staff taps 'Bump' on the order to mark complete.
On NCS: Queue number will move from 'Preparing' to 'Ready'
Takeaway
This workflow is for customers who want to takeaway orders. Refer to this article to learn how to enable takeaway.
Customer Journey
1. Customer taps 'Tap to begin your order' on the Kiosk welcome screen
2. Customer selects Takeaway as their order type
3. At checkout, a Takeaway Charge will be automatically displayed under the order summary (if configured in your BackOffice)
4. Customer proceeds to payment and selects either:
QR Payment (DuitNow QR)
Payment Terminal (Card payment)
Pay at Counter
5. Customer receives order confirmation.
Cashier Journey:
You'll be able to see the 'Takeaway' charges on the POS Register.
Kitchen Journey:
Order prints at Kitchen Station or appear on Kitchen Display System (KDS) and Number Calling System (NCS)
Kitchen docket with 'Takeaway' prints at the kitchen station.
Takeaway orders are displayed on the Kitchen Display System.
1. Kitchen staff prepares the order
2. When ready:
On Kitchen Printer: When ready, customer comes to counter to collect.
On KDS: Staff taps 'Bump' on the order to mark complete.
On NCS: Queue number will move from 'Preparing' to 'Ready'.
Note: Takeaway vs Dine-In: The key difference is packaging and presentation. Takeaway orders are packaged in takeout containers, while Dine-In uses regular plates/bowls.
How To View Kiosk Sales
All Kiosk orders are automatically tagged with the 'Kiosk' transaction channel in your BackOffice, allowing you to track performance separately from POS register sales.
To view Kiosk specific reports:
1. In your BackOffice, go to 'Reports'
2. You can access types of reports:
Sales over Time
Sales by Product
Sales by Category
Sales by Variant
Sales by SKU
Sales by Transaction Channel
Sales by Payment Method
Promotions
Tax Report
3. Click on filters and select 'Transaction Channel'; then select 'Kiosk'
How To View Individual Kiosk Orders and Their Status
In addition to viewing aggregated sales reports, you can also view individual Kiosk orders with detailed information about each transaction.
To view individual Kiosk order details:
1. In your BackOffice, go to 'Online Orders'; then click on 'Online Order Management'
2. You will see a list of all online orders with the following information:
Date: When the order was placed
Order ID: Unique identifier for each order (includes store name and "Kiosk" label)
Type: Order type (Dine-In or Takeaway)
Customer: Customer information (if provided)
Status: Order status
Total: Order amount
Payout Status: Payment settlement status (Pending, Paid)
Use the Channel filter dropdown to select 'Kiosk' to show only Kiosk orders
3. You can also filter by:
Payout Status: Filter by Pending or Completed
Fulfillment Date: View orders from specific date ranges
Search by Order ID: Search for specific orders using the search bar
4. Click on any Order ID to view complete order details.
Troubleshooting
Issue | Solution |
Kitchen docket is not printing | There are several possibilities to this:
|
Orders not appearing on KDS | Verify KDS is connected to the same StoreHub account and properly configured. Check that the Main Register assignment is correct. |
Kiosk orders not appearing in Open Orders | Verify the order payment status. Paid orders (QR/Card) go directly to Transactions, not Open Orders. Check Transactions > Online tab |
FAQs
1. Where can I check the Kiosk orders on my POS Register?
Tap on the top left of your POS register > Tap 'Transactions' > Tap on 'Online' Tab; you'll see all your Kiosk orders listed.
2. Do Table Tent numbers show on the Number Calling System (NCS)?
No. The NCS only shows Queue Numbers for "Pay at Counter" orders. Table Service orders are delivered by staff, so they don't appear on the NCS screen.
3. Can I apply discounts or promotions to Kiosk orders?
For "Pay at Counter" orders: Yes, apply discounts normally on POS before checkout. For already-paid orders (QR/Card): No, discounts cannot be applied retroactively. You must process a refund and have the customer reorder if needed.
4. Can I add my customers as Members through Kiosk?
No, however, you can direct your customers to place order on POS register directly where you can add your customer as a Member.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
Was this article helpful?
Let us know below or contact support for further assistance.