Prepare and complete counter orders

Use Orders to find work at your selected branch and update an item's progress.

How it works

The order's confirmation and its item progress are separate. An order can be confirmed while some items still need preparation, delivery, pickup or staff work. The Payment section shows the collected amount after refunds, the remaining balance and any payments awaiting review.

The available actions depend on the current order and item state. A delivery must be marked sent before it can be marked completed. Work reported as a problem can be retried; completed or cancelled work has no further actions.

How to use it

1. Choose your till in More, then open Orders.
2. Search by order number and choose View order.
3. Review the order status, total and each item's progress.
4. With your shift open and permission to update orders, choose an action for the item. Check the confirmation, add a note if useful, then save.
5. Refresh to see the latest progress. Back to orders returns to the queue.

Use Returns for returns and outside refunds, Refunds for provider refunds, or Invoices to invoice an unpaid order. Completing or cancelling item work does not record payment or issue a refund.

Take or finish a payment from the order

1. Review Payment, then choose Record payment received after receiving the money. Check the amount or enter a smaller part. Your role must allow counter payments and your own shift must be open at this branch.
2. For your own eligible cash recording, choose Confirm cash payment while its original shift remains open.
3. Use Refresh payment to check the balance. A zero balance means there is nothing left to collect.

Payments awaiting review are not yet included in the collected amount. Check them before taking more money. Online payment requests and payments needing designated reviewers continue through Review payment in order.

If a recording response was lost, check its saved result. Retry same recording requires a successful check finding no recorded payment and the original shift and till. It retains the payment details and never runs automatically.

Work queue and problems

Choose Orders → Open work queue for the selected branch’s confirmed orders. The columns show New work, Preparing and Ready items. Orders with items at different stages can appear in several columns. The queue refreshes regularly; open the order and review its current actions before updating it.

Delivery work uses Out for delivery and Delivered; pickup uses Picked up; other completed work uses Provided. Saved preparation, ready, sent and completion times appear with each item when available.

Report a problem requires a short explanation. Saving it may send the customer an update, if your workspace sends them. The problem stays visible until the work is retried or cancelled. Reporting it does not cancel the order or refund money.

When you can't continue

An order awaiting confirmation cannot start item work. Review Payment first. Completed and cancelled items have no further actions.

If you can view orders but cannot update them, ask your workspace owner or admin about access. Open your shift and choose the order's branch before working on it.

If another person changes the item, refresh and review its new state before choosing another action. If a response does not arrive, the update may already be saved. Qcom does not retry the update automatically; refresh before submitting anything else.

If the order cannot be loaded, refresh or return to the queue. A failed read does not mean the order has been cancelled.

See Record a counter payment and Open and close a counter shift for the related steps.