> For the complete documentation index, see [llms.txt](https://help.rbsgo.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.rbsgo.com/dineplan/pos/ordering/faqs.md).
# FAQ's
## 1. How do I start a new order for an available table from the POS home screen?
To start a new order for an available table:
1. From the DinePlan home screen, click **POS**.
2. The POS screen displays the available tables and their status colors.
3. Identify the table for which the customer wants to place an order.
4. Verify that the table status color is **White** (Available).
5. Click the required table button.
**Result:** Because the table does not have an active order, the **Ordering screen** opens automatically for creating a new order.
**Note:** If you select a table with a **Yellow** status, it already has an active order, and the system will display the existing order instead.
## 2. What do the White, Yellow, and Brown table status colors mean on the POS screen?
Table status on the POS screen is indicated by three distinct display colors:
* **White:** The table is available (no active order).
* **Yellow:** The table is occupied (has an active order in progress).
* **Brown:** The table is waiting for payment (bill print taken / order submitted).
## 3. How do I select a menu category and add menu items to an order?
To browse categories and add items requested by a customer:
1. On the **Ordering screen**, review the available menu categories.
2. Click the required category. The menu items configured under that category display on screen.
3. Review the items listed under the selected category and click the required menu item.
4. Verify in the **Order Summary** panel that the correct item has been added.
5. Repeat the process for all items requested by the customer.
6. Select another menu category when additional items are required from a different menu section.
## 4. How do I increase or decrease the quantity of an item in the Order Summary using + and −?
To adjust the quantity of an item already added to an order:
1. Select the item from the **Order Summary**.
2. Click **+** to increase the selected item's quantity.
3. Click **−** to decrease the selected item's quantity.
4. Verify the updated item quantity in the Order Summary.
## 5. How do I select multiple quantities of an item at once using Q+?
To quickly add or select multiple quantities of an item:
1. Select the item or quantity control on the Ordering screen.
2. Click **Q+** when more than one item needs to be selected or added at a time.
3. Verify that the updated quantity reflects correctly in the **Order Summary**.
## 6. How do I remove an item from the Order Summary before submitting an order using Cancel?
To remove an incorrect or cancelled item from an unsubmitted order:
1. Select the item you want to remove from the **Order Summary**.
2. Click **Cancel**.
3. Verify that the item is removed from the Order Summary list.
## 7. How do I clear multiple selected items from an order using Clear?
To clear selected items from the order before submission:
1. Select the applicable items in the Order Summary before the order is submitted.
2. Click **Clear**.
3. Verify that the selected items have been cleared from the order.
4. Add or select the required items again if necessary.
## 8. How do I add a note or special cooking instruction to an individual item or complete order?
To attach remarks or preparation instructions to an order or item:
1. Select the relevant complete order or specific item in the Order Summary.
2. Click **Note**.
3. In the popup window, enter the required instruction or remark (e.g., cooking preferences or guest requests).
4. Select **Ok**.
5. Review the entered information. The note displays at the bottom of the order or under the selected item.
## 9. How do I search for and attach an existing registered customer to a transaction?
To link an existing customer profile to an active order:
1. Open **Customers** on the Ordering screen.
2. Use the available **Search** field to locate the required customer.
3. Select the required customer from the matching search results.
4. Select **Select Customer**.
**Result:** The selected customer is associated with the transaction.
## 10. How do I create and save a new customer profile during order entry?
If the customer does not already exist in the system:
1. Open **Customers**.
2. Select **New Customer**. The **New Customer** screen is displayed.
3. Enter the required **Mobile Number**.
4. Enter the **Customer's Name**.
5. Enter the **Tax Id**, where applicable.
6. Enter the **Company Name**, where applicable.
7. Review the entered information for accuracy.
8. Select **Save**.
**Result:** The new customer record is created in the system database.
## 11. What is the difference between Select Customer, Create Account, and Close on the New Customer screen?
When working on the **New Customer** screen, choose an action button based on your immediate task:
* **Select Customer:** Directly selects the newly created customer and links them immediately to the current active transaction.
* **Create Account:** Creates a customer account in the system database so that the customer becomes available in the general **Customers** list for future orders.
* **Close:** Closes the **New Customer** screen without linking or creating an account.
**Note:** Use **Select Customer** when the customer is present and paying for the current transaction; use **Create Account** when setting up a general account record for future visits.
## 12. How do I search for and attach an existing registered member to an order?
To link a member profile to a table order:
1. Open **Members**.
2. Use the available search field to locate the required member.
3. Select the required member from the list.
4. Select **Select Members**.
**Result:** The selected member is associated with the transaction.
## 13. How do I register a new member profile from the Ordering screen?
If a member record does not exist:
1. Open **Members**.
2. Select **New Members**. The **New Members** screen is displayed.
3. Enter the required **Code**.
4. Enter the member's **Name**.
5. Enter the **Address**, where applicable.
6. Review the entered information.
7. Select **Save**.
**Result:** The new member record is created.
## 14. What options are available after creating a new member on the New Members screen?
On the **New Members** screen, you can select from three completion actions:
* **Select Member:** Directly selects the newly created member and links them to the current active transaction.
* **Create Account:** Creates an account for the member so they are available in the general **Members** list for future transactions.
* **Close:** Closes the **New Members** screen.
**Note:** Use **Select Member** when the member needs to be associated with the current active transaction immediately.
## 15. How do I create a separate ticket for guests at the same table using Add Ticket?
To split a table's order into separate tickets:
1. On the Ordering screen for the occupied table, click **Add Ticket**.
2. A new ticket is created for the same table.
3. Add the required menu items to the new ticket.
4. Review the tickets to verify that the correct items are assigned to each ticket.
**Note:** Tickets created for the same table can be managed separately and can be merged later or paid individually.
## 16. How do I transfer an item from one ticket to another ticket on the same table using Move?
To reassign an order item between tickets on the same table:
1. Select the item that needs to be moved from the **Order Summary**.
2. Click **Move**.
3. Select the destination ticket on the same table.
4. Verify that the item appears under the correct ticket.
## 17. How do I mark an item to be served later during the meal using Serve Later?
To flag an item for delayed kitchen service or course timing:
1. Select the required item from the **Order Summary**.
2. Click **Serve Later**.
3. Verify that the item is marked for later service on screen.
4. Continue processing the remaining items for immediate preparation.
## 18. How do I settle payment for a single selected item instead of the complete ticket using Settle?
To process payment for an individual item on a ticket:
1. Select the required item from the **Order Summary**.
2. Click **Settle**.
3. Verify the selected item and individual amount on screen.
4. Continue with the payment process to settle that specific item.
## 19. How do I void an item that has already been sent to the kitchen when a customer cancels it?
To void an item after kitchen dispatch:
1. Select the item to be cancelled from the **Order Summary**.
2. Select **Void**.
3. The **Reason/Void** screen is displayed.
4. Enter the reason for voiding the item in the **Reason/Void** field.
5. Select **OK** to confirm.
6. Verify the updated Order Summary.
**Note:** Availability of the **Void** feature depends on configured DinePlan user permissions.
## 20. What happens in the kitchen when I void an order item using Void?
When you void an item, enter a reason on the **Reason/Void** screen, and click **OK**:
1. The void information is automatically transmitted to the kitchen printer or display screen.
2. The kitchen staff receives notification so the chef can immediately stop working on the cancelled item.
**Note:** If you click **Void** by mistake, select **Cancel** on the **Reason/Void** screen to abort the void action without sending a cancellation to the kitchen.
## 21. How do I mark a prepared item as complimentary using Comp when it cannot be reused?
To comp an item that has already been prepared and cannot be resold:
1. Select the applicable already-prepared item in the **Order Summary**.
2. Select **Comp**.
3. The **Reason/Comp** screen is displayed.
4. Enter the reason for applying the comp in the **Reason/Comp** field.
5. Select **OK** to confirm.
6. Verify that the item is treated as a complimentary item in the summary.
**Note:** Use **Comp** specifically when an item has already been prepared by the kitchen and cannot be reused. Select **Cancel** on the **Reason/Comp** screen to abort the action.
## 22. How do I provide an item to a customer free of charge using Gift?
To issue a promotional or gift item to a guest:
1. Select the required item from the **Order Summary**.
2. Select **Gift**.
3. The **Reason/Gift** screen is displayed.
4. Enter the reason for gifting the item in the **Reason/Gift** field.
5. Select **OK** to confirm.
6. Verify that the item is treated as a gift item.
\[Insert screenshot here: Show the Reason/Gift popup window with a reason entered and the OK button]
**Note:** An item marked as **Gift** is automatically priced at zero. Select **Cancel** on the **Reason/Gift** screen if you wish to abort the action.
## 23. How do I exit or cancel a Void, Comp, or Gift prompt if I selected it by mistake?
If you open a reason screen by mistake:
1. Do not enter reason text or click OK.
2. Select **Cancel** on the **Reason/Void**, **Reason/Comp**, or **Reason/Gift** screen.
3. The system aborts the action, and the item remains in its original active state on the order.
\[Insert screenshot here: Show the Reason/Void screen highlighting the Cancel button]
## 24. Which specific user actions automatically submit an active order in DinePlan?
DinePlan automatically submits the current order whenever any of the following three actions are performed:
1. **Closing the Ordering screen**
2. **Changing the table**
3. **Printing the bill**
**Note:** Because these actions submit the order, always complete your pre-submission review checklist before executing any of them.
## 25. What happens if I add more menu items to a table after the initial order has been submitted?
After an order is submitted (by closing the screen, changing tables, or printing the bill), any additional items subsequently added to that table are automatically treated as a **new order**.
**Workflow:** `Existing Order` → `Submit Order` → `Add New Item` → `New Order`
## 26. How do I print a customer bill using Print Bill?
To generate a bill for customer review or settlement:
1. Review the complete order, verify item quantities, and confirm the order total.
2. Click **Print Bill**.
3. The bill is generated and sent to the transaction printer.
4. Verify the printed bill before handing it to the customer.
**Note:** Selecting **Print Bill** automatically submits the current order. Always verify the order before clicking **Print Bill**.
## 27. How do I reprint a previously generated bill or kitchen ticket using Reprint?
To generate an additional copy of an existing ticket or bill:
1. Open the required order or ticket.
2. Click **Reprint**.
3. DinePlan generates another copy of the applicable printout.
4. Verify the printed output.
## 28. How do I complete full payment for an entire order using Pay?
To settle payment for a complete order:
1. Verify the final order total on screen.
2. Click **Pay**.
3. Continue with the applicable payment process (selecting payment method and finalizing settlement).
## 29. How do I access the till-opening screen directly from the Ordering screen using Open Till?
To open the till drawer interface while on the Ordering screen:
1. Locate the additional operations panel on the Ordering screen.
2. Click **Open Till**.
3. The till-opening function opens, allowing you to perform till operations.
## 30. How do I add custom information or cooking remarks to a specific order item?
To add item-specific preparation remarks:
1. Select the specific item in the **Order Summary**.
2. Click **Note**.
3. In the popup text area, enter the required instruction (e.g., *"No onions"*, *"Extra spicy"*, or *"Medium rare"*).
4. Select **Ok**.
5. Confirm that the remark text displays directly under the item in the Order Summary.
## 34. How do I handle a scenario where a group of guests at one table want to split their items into separate tickets?
To split items across separate tickets for one table:
1. On the Ordering screen for the occupied table, click **Add Ticket** to open a second ticket.
2. Select the items from the original ticket that belong to the second guest.
3. Click **Move** and select the second ticket as the destination.
4. Repeat for additional guests by adding more tickets and moving their respective items.
5. Verify that each ticket accurately lists the items for each guest before printing bills or processing payment.
Refer to this step - [Move](/dineplan/pos/ordering.md#move-items-between-tickets)
## 35. How do I settle a single item for a guest who wants to leave early without closing the rest of the table's order?
To settle payment for one guest's item while leaving the main table ticket open:
1. In the **Order Summary**, select the specific item the departing guest wishes to pay for.
2. Click **Settle**.
3. Verify the selected item name and individual amount.
4. Click **Pay** and proceed through the payment screen to settle that item.
5. Verify that the remaining items stay active on the table ticket for the remaining guests.
## 36. How do I open an existing active order versus starting a new order on the Table screen?
To open an active order or start a new order based on table status:
1. On the **POS** screen, view the table layout and check the table color.
2. If the table status color is **White** (Available), selecting the table opens a fresh **Ordering screen** for creating a new order.
3. If the table status color is **Yellow** (Occupied), selecting the table displays the existing active order for that table.
**Note:** Always check the table color before tapping to ensure you are either joining an active table order or starting a fresh one.
## 37. What happens to a ticket after clicking "Print Bill", and how do I unlock it if changes are needed?
When you print a customer bill:
1. Review the complete order and click **Print Bill**.
2. Selecting **Print Bill** automatically submits the current order and sends the receipt to the printer.
3. Once the bill is printed, the ticket may become **locked** against further changes.
4. If an item or quantity needs to be adjusted on a locked ticket, an authorized user must open the ticket and select **Unlock Ticket**.
5. Make the required modifications, review the updated order, and proceed with order processing.
## 38. How do I settle payment for a single specific item using Settle without closing the rest of the table's ticket?
To process payment for an individual item while keeping other items active on the ticket:
1. In the **Order Summary**, select the specific item the guest wants to pay for.
2. Click **Settle**.
3. Review the selected item name and amount on the settlement display.
4. Click **Pay** and complete the payment process for that item.
5. The remaining unpaid items stay active on the table ticket for the other guests.
## 39. Can I add notes to both an entire order and an individual item?
Yes, notes and special preparation remarks can be attached at both levels:
1. **To add a note to a specific item:** Select the individual item in the **Order Summary** and click **Note**.
2. **To add a note to the entire order:** Select the complete order in the Order Summary and click **Note**.
3. In the popup window, enter the required instruction or remark (such as cooking preferences or allergy warnings).
4. Select **Ok**.
5. The entered note displays at the bottom of the order or directly under the selected item.
## 41. What is the operational difference between Void, Comp, and Gift?
DinePlan provides three distinct item-level operations based on item status and user permissions:
* **Void:** Used when a customer cancels an item that has **already been sent to the kitchen**. Selecting **Void** requires entering a reason in the **Reason/Void** field and clicking **OK**. The cancellation notice is automatically sent to the kitchen so the chef stops preparing the item.
* **Comp:** Used when an item has **already been prepared** by the kitchen and cancelled, meaning it cannot be reused or resold. Requires entering a reason in the **Reason/Comp** field and clicking **OK**.
* **Gift:** Used when an item is provided to the customer **free of charge** (such as a promotional item). Selecting **Gift** requires entering a reason in the **Reason/Gift** field and clicking **OK**. The item price automatically updates to **zero**.
## 42. How does Category Selection help cashiers locate menu items quickly?
To navigate menu categories efficiently during order taking:
1. Open the **Ordering screen** after selecting a table.
2. Review the category bar displaying available menu sections (such as Drinks, Starters, or Mains).
3. Click the required category button.
4. Only the menu items configured under that specific category populate on screen, eliminating the need to search through the entire menu catalog.
5. Select another category header when adding items from a different section.
## 43. How do I relocate an active order to a different table using Change Table?
To move an active ticket when guests change tables or if an order was opened on the wrong table:
1. Open the active order on the Ordering screen.
2. Click **Change Table**.
3. The floor plan layout opens; click the new destination table.
4. The active order is automatically moved to the selected destination table.
**Note:** Executing **Change Table** automatically submits the current order before relocating it to the new table.
## 44. What options are available when registering a new member profile on the New Members screen?
When registering a new member from the POS Ordering screen:
1. Open **Members** and select **New Members**.
2. Enter the required **Code**, **Name**, and optional **Address**.
3. Select **Save**.
4. Choose one of the three completion options:
* **Select Member:** Immediately links the new member record to the active transaction.
* **Create Account:** Creates the member account in the system database so they are stored in the general **Members** list for future visits.
* **Close:** Closes the registration screen.
## 45. What happens if I add additional items to a table after the order has already been submitted?
When new items are requested after order submission:
1. Any action such as **closing the Ordering screen**, **changing the table**, or **printing the bill** automatically submits the current order.
2. If the customer subsequently requests additional items, opening that table and selecting new items automatically creates a **new order** batch.
3. The new items are managed as a separate order sequence for that table (`Existing Order` → `Submit Order` → `Add New Item` → `New Order`).
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