Who Is This For?
Cashiers and store managers who handle live QR Order and Pay orders on the StoreHub POS app. This article covers how to add items to a Pay Later table, cancel an order, add kitchen notes, print an order summary on the receipt printer, and complete takeaway orders.
Overview
Day to day tasks on the POS:
'Add items' to a Pay Later open order (e.g., extra drinks the customer wants after they have already ordered).
'Cancel a QR order' directly on the POS without contacting StoreHub Support.
'Add item-level or order-level notes' so the kitchen sees special instructions.
'Print an order summary' on a receipt printer for every incoming QR order.
'Complete takeaway' orders when the customer pays at the counter, so the kitchen docket prints
Note: To configure online order notifications, set the main register, and toggle the QR channel online/offline, see here.
Before You Begin
QR Order and Pay must be enabled. See here.
Update your StoreHub POS app:
'Keeping promos and cashback when you edit an order:' POS 'v1.117+'. We are turning this on for stores a few at a time, so your store may not have it yet. Until it does, editing an order still removes the customer's promo and cashback, like before.
Make sure the cashier signing in has permission to perform refunds/cancellations.
Step-by-Step Guide
Where to Locate QR Order and Pay Orders on the POS App
A customer scans the QR code at their table or at the counter stand. They order for Dine In or Takeaway. You will find the order under 'Open Orders' or under that table number
1. On your POS register, tap the three lines or three dots menu at the top left, then tap 'Open Orders' or tap on the specific ‘Table’ number.
How to Complete Takeaway Orders with Pay at Counter
A customer can place a takeaway order and choose to pay at the counter. Find their order under 'Open Orders' on the POS register and complete the bill. The kitchen docket then prints automatically.
Note: Before you start, setup the Takeaway feature and turn on Pay at Counter in your BackOffice.
1. Tap the customer's takeaway order listed in the 'Open Orders' section.
Note: If you do not use a table layout, tap the 'Open Orders' icon at the top of your screen.
2. Select the customer's chosen payment method on the POS register to complete the order.
3. After payment, the customer's phone shows that he order is paid.
How to Add Items to a Pay Later Open Order (Dine-In Only)
When a customer at a Dine In Pay Later table wants to order more (e.g., another drink), the cashier can add items via the POS, no need for the customer to scan again.
1. On the POS, tap the 'Open Orders' icon.
2. Tap the open order (table) you want to add items to.
3. A pop-up shows up, called 'Edit Order or Proceed to Checkout'. It tells you that the customer's promos and cashback stay on the order while you edit. Only a discount that no longer fits its rules is removed. Tap 'Edit Order' to add items, or tap 'Checkout' to go straight to payment.
If you still see a pop-up that says 'Promotions and cashback will be removed', it means your store does not have this update yet. Editing will remove the customer's promo and cashback, like before, and they add them again in the Beep app.
Note: The customer does not need to add anything again in the Beep app. Their promo, reward and cashback stay on the order while you edit. The amounts change to match the new total. If a promo no longer fits its rules, the POS tells you which one and why.
4. Tap the items you want to add. The new items appear in a separate list labelled 'Placed by [Cashier Name]' below the original 'Placed by Customer' list.
Note:
You cannot add items with 'variable pricing' to QR orders. Variable pricing is POS-only and you will see an error if you try.
5. Tap 'Save' to lock in the order. A new kitchen docket prints for just the added items.
6. When the customer is ready to pay, tap the total amount at the bottom right to go to checkout.
Note:
If the customer is currently paying on their phone, the POS locks the order for 5 minutes (or until payment finishes). You also cannot merge, split, or move the table during this time.
What Happens to Promos and Cashback When You Edit
When you edit a Pay Later QR order, the POS checks the customer's promo, reward, cashback, tier discount and member pricing again. It checks each one against the new order. Anything that still fits its rules stays on, and the amount changes to match the new total. While this happens, the discount lines show 'Recalculating...' for a moment, and you can keep editing.
A promo is only taken off if your edit breaks one of its rules. When that happens, the POS shows a pop-up called '[Promotion name] was removed'. It gives one of 4 reasons:
'Order no longer meets [amount] minimum' - your edit made the bill too small for the promo.
'Min Required Product(s) removed' - you took out an item the promo needs.
'Min Applicable Product(s) removed' - there are now too few items that the promo works on.
'Max Applicable Product(s) exceeded' - there are now too many items that the promo works on.
Then you pick one of two buttons. 'Restore Original Order' undoes your edit and puts the discount back, and you stay in edit mode to try something else. 'Keep Changes' goes on without that promo. Any other benefits that still fit their rules stay on the order.
Notes:
Cashback goes down to match the new bill. Say the customer used RM30 cashback and your edit drops the bill to RM25. Then only RM25 comes off their balance.
Editing never adds a new discount. It only keeps what the customer already added on Beep, even if they have more cashback to spend.
If your edit brings the total to RM0, the order is not paid yet. You finish it on the POS. The customer cannot finish it on their phone.
If you leave edit mode without saving, the order goes back to how it was. Nothing is lost.
This does not work when you split or merge an order. In those cases, promos and cashback are still removed, like before.
Add Item-Level or Order-Level Notes
Notes flow through to the kitchen docket and customer receipt.
Item-Level Notes (POS)
1. Tap the item in the cart.
2. Type the instruction in the 'Add Note' field (e.g., "Less sugar").
3. Tap an empty space to save.
Order-Level Notes (POS Only)
Order-Level Notes apply to 'all items' in the order, useful for allergy alerts ("Nut-free for the whole table").
1. Tap the 'order subtotal' at the bottom of the order screen.
2. Type the note in the 'Order Note' section.
3. The note appears on 'kitchen dockets, order summaries, and receipts'.
Note:
Order-Level Notes 'cannot be edited' for online (QR) orders once placed by the customer. You can still add a new Order-Level Note via POS.
Editing Notes on POS
1. Tap the three-dot menu (top-right) and select 'Open Order'.
2. Pick the table.
3. View and edit notes from the order detail screen.
Customer-Side Notes (Beep App)
Customers can also add their own item-level instructions in the Beep app. Tap an item, then 'Add Special Instruction', type the note, then 'Save and Add to Cart'. Their note prints on the same docket.
Print Order Summary for Every QR Order
When you want a paper trail for every incoming QR order (separate from the kitchen docket), enable Order Summary printing.
1. On the POS, go to 'Settings'.
2. Tap 'Printer', then 'Search Printer'.
3. Select the receipt printer you want to use.
4. Toggle 'Order Summary Beep QR' 'On'.
5. (Optional) Repeat for additional printers. You can enable Order Summary printing on more than one printer.
Every incoming QR order (Pay Now, Pay Later, or Pay at Counter) now prints an order summary on the assigned printer.
Cancel a QR Order on POS
You can cancel any QR order directly on the POS within '7 days' of completion. After 7 days, contact StoreHub Support.
1. On the POS, tap 'Transactions' then switch to the 'Online' tab.
2. Tap the QR order you want to cancel.
3. Tap the three-dot menu (top-right of the order detail) and select 'Cancel Transaction'.
4. A Warning pop-up will appear. Tap 'OK' to confirm.
5. Pick a 'reason for cancellation' and tap 'Confirm'. You will see "Order Successfully Cancelled".
What Happens After Cancellation
The cancellation 'fully reverses' the amount paid (including cashback, voucher, promotion, and inventory).
'Partial refunds are not supported'. If you only need a partial refund, contact StoreHub Support via live chat.
For non-cash payments, the customer is refunded to the original payment method:
Payment Options | Timeline |
Credit Card | 2 to 7 working days |
Online Banking | 2 to 7 working days |
GrabPay & Touch n Go | 2 working days |
For 'Cash at Counter' or 'Pay Later cash', refund the customer in cash on the spot.
The cancelled transaction is visible on the POS Online tab and in BackOffice under 'Online Orders'.
Troubleshooting
Issue | What to do |
Customer's promotion/cashback disappeared after I added an item. | After your edit, the order no longer fits one of the promo's rules. The POS shows a pop-up with the promo name and the reason. Tap 'Restore Original Order' to undo your edit and bring the discount back, or tap 'Keep Changes' to go on without it. Did no pop-up show, and the discount is just a smaller amount? That is normal. Percentage promos and cashback change to match the new total. |
The promo is still being removed when I edit, and no pop-up shows. | Check your POS app version. This needs 'v1.117+'. We are turning it on for stores a few at a time, so your store may not have it yet. Until it does, the old way applies, and the customer adds the promo again in the Beep app. |
Cancel Transaction is greyed out. | The order is more than 7 days old - contact StoreHub Support via live chat to cancel. |
Customer requests a partial refund. | Partial refunds are not available for QR Order and Pay transactions. However, you can cancel the entire QR Order and Pay transaction and create a new order manually at the POS register on the same day. Alternatively, you may perform a manual offline channel item refund on the POS and refund the item amount to the customer using your preferred payment method. |
Customer paid for an item that is now out of stock. | Talk to the customer to offer a swap. If they do not want a swap, cancel the full order on the POS system. To stop this from happening again, mark out-of-stock items using the SH Manager App. |
Order summary did not print. | Confirm 'Order Summary Beep QR' is toggled on in the printer settings, and that the printer is online. Print a test page from ''Settings', then 'Printer''. |
Notes are not showing on kitchen docket. | Confirm the kitchen station is mapped to the product (see here). Order-level notes always print to all kitchen dockets. |
Previous order remains on screen when a new customer scans the QR code. | If an old or completed QR order is still showing on your table or QR order page, please contact StoreHub Support through our live chat to assist to cancel the stuck order. |
FAQs
1. Can I add items to a Pay Now QR order?
No. Pay Now orders are locked once paid. Only Pay Later orders accept added items.
2. Can I cancel only one item from a QR order?
No. Partial cancellations are not supported. You either cancel the full transaction and create a new order at the POS on the same day, or perform a manual offline channel item refund on the POS and refund the amount manually using your preferred payment method.
3. How long does the customer wait for a refund?
Cash refunds are immediate (in person). Card and online banking refunds take 2 to 7 working days. GrabPay and Touch 'n Go take about 2 working days.
4. Can the customer add a note from the Beep app?
Yes. Customers add item-level notes in the Beep app via "Add Special Instruction". The note prints on the same kitchen docket as the cashier's notes.
5. Why are my Order-Level Notes not editable for QR orders?
For QR orders placed by the customer, the original Order-Level Note is locked. You can add a new Order-Level Note via POS, but cannot edit the original.
6. Can I have one printer for kitchen dockets and another for order summaries?
Yes. Assign your kitchen station printer in Kitchen Stations, and a separate receipt printer for 'Order Summary Beep QR' in POS Printer Settings.
7. Can I edit Takeaway Orders with Pay Later?
Unfortunately, Pay Later and Pay At Counter options do not allow order edits. To make changes, please complete the current order and then cancel it, or kindly ask the customer to place a new order.
8. Can I cancel ongoing Takeaway orders?
Currently, it is not possible to cancel ongoing Takeaway orders directly. However, you can complete the Takeaway order and then cancel it manually from the POS register. Alternatively, please note that any ongoing Takeaway order will be automatically removed after 1 hour without any payment.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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