Who is this for?
StoreHub merchants using the QR Order & Pay feature in F&B environments.
Overview
If your QR codes aren't working, it's usually due to one of these three reasons:
Main Register Setup: Your main register isn't set to accept QR orders.
Table Sync: The tables in your BackOffice don't match your POS.
Stock Issues: Items are out of stock or have incorrect quantities.
This article explains how to solve common performance issues with QR Order & Pay (formerly Beep QR). Following these steps will help ensure your table mapping, register settings, and product quantities are correct so customers can order without issues.
Before You Begin
Ensure your StoreHub POS device is powered on and connected to the internet.
Log in to your StoreHub BackOffice with Admin access.
Step-by-Step Guide
Check Main Register Settings for QR Order and Pay
Assigning the main register in the BackOffice is essential for QR ordering to work. Without this connection, the system cannot identify which POS register should receive and print incoming customer orders.
1. In the BackOffice, go to 'Online Orders', then click 'QR Order & Pay'.
2. Click 'Store Settings' and select your store.
3. Click 'Assign Main Register' and select your primary device.
4. Click 'Save'.
5. On your POS register, tap the 'Sync' button to update the settings.
How to Fix Table Mapping
For QR Order & Pay to work correctly, your table names in the BackOffice must match exactly with the table names on your POS Register.
If there is even a small difference (like an extra space or a capital letter), the system won't know where the customer is sitting. Instead of appearing at a specific table, these orders will show up as 'Open Orders' on your POS register.
Example of a Perfect Match:
BackOffice: T1a
POS Register: T1a
Note: Double-check for extra spaces! "T1a" and "T1a " (with a space at the end) are seen as different tables by the system.
1. Go to 'Settings', then click 'Stores'.
2. Click into your specific store name.
3. Click 'Tables' and check that the 'Table Name' matches your POS register exactly.
4. On your POS register, tap 'Settings', then tap 'Layouts'.
5. Tap 'Edit Table Layout' and verify the 'Table Name' is identical to the BackOffice.
Note: Ensure there are no spaces at the front or back of the table name. You can also delete and re-add the table in the POS register to refresh it.
Check Product Quantities
Please ensure your product quantities are recorded as whole numbers (e.g., 1, 5, 10).
Using decimal points (e.g., 1.5 or 2.05) can cause the online ordering system to glitch. This often results in your store appearing as "Closed" or displaying a blank page to your customers.
Note: Always round your stock to the nearest whole number to keep your QR menu running smoothly.
1. Go to 'Products' and click 'Export to CSV'.
2. Open the CSV file and check the 'Quantity' column for decimal points.
3. Remove any decimal points and change them to whole numbers, save the CSV file.
4. Go to 'Products' and click 'Import to CSV'.
5. Tick the ‘Update Inventory’ and import the corrected CSV file back into the BackOffice.
Note: If you use composite inventory, do not use decimal points for item usage.
Quick Fixes for Your Customers
If your customer is having issues with QR Order and Pay, have them try out the following:
1. Check if their OS is up to date on the device.
2. Make sure their Beep app is up to date, if not they should head to the Apple/Google Play Store to update it.
3. Make sure they are using the Beep app, and not Beep web.
4. If your customer had to install updates for their OS or Beep app, have them restart their phone before trying QR Order again.
Note:
If your customer's eWallet indicates a successful payment but the order is missing in your BackOffice, it means the payment failed, and in such cases, do not release the order to the customer; instead, ensure an automatic refund is issued to them.
Refund Out-Of-Stock Item
Immediate Solutions
If a customer has already paid for an out-of-stock item, we suggest the following:
Offer an Exchange: Reach out to the customer to negotiate an item exchange of equal value. This preserves the sale and keeps the customer satisfied.
Process a Manual Refund: If an exchange isn't possible, perform a (Manual Return) on your POS register. This should be processed as an offline transaction to ensure your records remain accurate.
How to Prevent Out-of-Stock Orders
To ensure your Beep menu stays up-to-date and avoid future order cancellations, utilize these tools:
StoreHub Manager app: Use the app to instantly mark items as "Out-of-Stock" the moment they run out. This updates your digital menu in real-time.
Inventory Tracking: Enable Simple Inventory Tracking in your BackOffice. This allows the system to automatically track stock levels and reflect availability accurately on Beep.
Troubleshooting
Issue | Solution |
My customer paid, but the order is not showing on my POS | This is usually due to a failed payment between the bank/E-wallet and the payment gateway. Ask for the payment slip and contact the StoreHub Care Team. |
The QR code is not working for one table | Check the Table Mapping of this guide to ensure the Table Name matches exactly between BackOffice and POS. |
FAQs
1.Why can't I see my orders on the register?
To ensure online orders flow correctly to the right POS register, the system must know which POS register to send them to. Follow these steps:
1. Assign a Main Register: Log in to BackOffice, go to settings, and designate a Main Register to manage and alert you of new orders.
2. Sync Your POS App: After updating BackOffice, open the StoreHub app on your POS register and tap 'Sync' to refresh the connection and apply the new settings.
2. What should I do if a payment fails but the customer was charged?
Key in a new order as an offline transaction and collect the payment manually. Obtain the bank/e-wallet payment slip and share it to the Care Team via Live Chat. Tell the customer the pending charge will be released by their bank within a few days.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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