Quick answer: Online Ordering lets customers order from a mobile-friendly web page, and the orders appear on your POS. Set it up from the green banner in Nomni Console, then change settings in the Online Ordering section; jump to the topic you need below.
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About
Online Ordering is an add-on to your Nomni POS.
It means that your customers can place an order through a webpage (which is mobile-friendly!) and that order will appear on your POS.
In order to set up Online Ordering, click the green banner on Nomni Console, and you will be guided through the self-onboarding process.
Note: Before proceeding, please ensure you have entered a store address on the Company Profile. This address will be displayed as the pick up address for customers and will also be used to validate if delivery is possible to a customer's address.
After you have onboarded yourself, you can then change the settings in the Online Ordering Nomni Console section.
Guest Check-In
Your customer can "check in", registering their contact details when dining in. Our Guest Check-In report can help you with tracing those who have been physically present at your store, though it should not be used for marketing or promotional purposes.
Only guests who have opted into marketing will be added to your customer database for marketing purposes.
Follow these instructions to add Guest Check-In to your business.
Contacting your customer
As soon as an order comes through to your POS, you will also be able to see your customer's name and mobile phone number, so you can call them on your store phone if necessary.
Press the order's STATUS button or the customer's name to see the address for delivery orders.
Processing orders (accepting/rejecting)
These orders are managed in the Online Orders screen of Nomni POS, and do not appear in your Held Orders or Point of Sale screen.
Please ensure that you are only running one Master POS for your online orders. You must have Nomni POS open and internet connected at all times to receive online orders.
The trolley icon will blink when a new order is received. Tap the icon to go into the Online Orders screen. You can also access this through the navigation dropdown menu.
All online orders are shown here. To see order details, tap the order itself.
You need to either accept or reject each order. Tap the NEW status button to expand the popup.
In the popup, tap ACCEPT. The status will update to "ACCEPTED".
If you REJECT an order, you will be prompted to enter a reason why, and this reason will be sent to the customer.
OPTIONAL SETTING: You can also switch on POS setting A10. Auto confirm online orders if you want all online orders to be automatically accepted, which means you will skip above step. Dine-in orders are always automatically accepted.
Go to the In Progress tab to see all orders that you have accepted and are working on.
You can reprint all the orders displayed by pressing Print All.
When you have finished preparing the order, update the status as READY.
When your order has been delivered, or it has been picked up by your customer, update the status as COMPLETE. (See also: DoorDash integration)
OPTIONAL SETTING: You can also turn on the POS Setting F2. Auto complete accepted orders, so that as soon as you accept any order, it will be immediately marked as complete.
All completed orders for the day can be found in the Completed tab.
Delivery fees & areas
To set up your delivery fees and delivery areas, go to Online Ordering > Configuration.
To set your delivery fees:
Go to Online Ordering > Configuration
Scroll down to Delivery Fees
Choose Option 1: Flat Fee, Option 2: Rate Per km or Option 3: Delivery Partner. With a delivery partner such as DoorDash, the partner takes care of the delivery fee.
Save
To set up your delivery areas:
Under Delivery Areas, click Add New Postcode
Enter the postcode range
Save
Note: postcode ranges can't overlap. If a range overlaps another delivery area, Nomni Console shows Postcodes cannot overlap with another delivery area and won't save it.
Preparation Time & Delivery Buffer
The estimated delivery/pickup time depends on how long it typically takes for your kitchen to prepare an order (plus the delivery travel time).
If you set a preparation time and delivery buffer, you set your customer's expectations so they can only place an order at a time that you will be able to make.
Set the preparation time for:
Whole orders: go to Online Ordering > Configuration > Order Preparation Time. This will mean that no matter how many products you have on the order, it will take you this amount of time to complete the order.
Specific products: go to your product details > Advanced tab > Preparation Time.
In each order, the highest number will be taken as the preparation time, e.g. if you have a 20 minute preparation time set in your online orders, but your doughnuts have a 30 minute preparation time, then the system will recognise you need 30 minutes instead of 20.
Setting a preparation time will also delay the printing, so if you take 10 minutes to prepare an order, the docket won't print until 10 minutes before the pickup time.
This can also be set on the POS (Online Orders > Preparation Time).
Delivery Buffer
A Delivery Buffer (Online Ordering > Configuration) is the extra amount of time you need notice for, when an order is specifically for Delivery. It gets added on to your Order Preparation Time for delivery orders.
For example, it may be 12:00pm and your customer wants to place an order.
If you have an Order Preparation Time of 10 minutes, a Delivery Buffer of 15 minutes, and the customer lives a 5 minute drive away, the soonest they can expect their delivery will be at 12:30pm (12:00pm + 10 minutes preparation + 5 minutes driving + 15 minute buffer).
This gives you a little extra wriggle room to jump into the car and navigate the streets before your customer expects their order!
Order Tracking
When your customer submits an order, they can see an Order Tracker that shows the progress of their order across multiple stages:
Pending - the order is still sending to the POS, and has not been accepted/rejected yet
Preparing - the order has been accepted
Ready for pickup/on its way - the order is ready for the customer to pick it up, or it is on its way to be delivered
Under Order Progress Tracking you can choose Comprehensive Progress (Order Receipt, Accept, Ready) or Simplified Progress (Order Receipt, Accept).
Note: If you have F2. Auto complete accepted orders turned on, your customer still sees an order tracker, but it shows the simplified steps (Order Receipt, Accept) without a Ready step. Delivery orders are not affected.
Change this at any time in the Online Ordering Configuration page.
Customer Emails
Customers receive an email from your restaurant when their order has been accepted or rejected.
There is also an option to send customers an email when their order is received; that is, the restaurant acknowledges the order, but has not yet accepted it.
The order acknowledgement email will look like:
To send acknowledgement emails to customers, go to Online Ordering > Configuration.
Tick the Order is received checkbox.
Refunds
To refund an order, go to your Order History, swipe left, then tap REFUND.
Select ONLINE for online orders to be refunded through the online transaction, otherwise you can opt to refund in CASH or ONLINE PAYMENT.
Online refunds usually take several business days to reach the customer, depending on their bank.
Your customer will receive an email with the refund reason (given the refund was made in POS 2.8.16 or later).
You can also process refunds on Nomni Console:
Go to Sales -> Invoices
Click the notepad to go to the Invoice Details
Tick the items that you want to refund, add a Refund Reason, then click Confirm Refund. You can also select whether or not to include the deliver fee, and if you want to apply an administration fee.
Updating your menu
You can update the status of each product based on whether it is popular, new, or sold out, by updating the status on your POS.
Tap and hold on one of your products on the POS menu.
Popular products will be highlighted at the top of the menu.
If you want to change anything on your Online Ordering Menu, go to Online Ordering > Menu:
You can:
Rearrange menu items
Change the price
Change the product name
Remove items
Add new items from your Products List
Make sure you click Publish after all changes and to perform a Master Sync on your POS.
You can also reach this page via the POS Menu list page:
See also: Optimising your menu for web online ordering
Intervals and Delivery Time Slots
When your customer checks out, they will be prompted to either select a time from dropdown intervals, or a delivery time slot, depending on what you have set up.
Delivery time slots can be customised for each different postcode, e.g. you deliver from 8:00am-10:00am for postcode 3000 only.
Intervals
Go to Online Ordering > Configuration
Under Time slot intervals, enter the increment (in minutes) for each pickup/delivery time on the checkout page.
Save
Delivery time slot
Go to Online Ordering > Configuration
Under Delivery Areas, click Add New Postcode
Select the postcodes that these time slots will apply to. Postcode ranges can't overlap with another delivery area.
Click Save
Save on the configuration page
Note: You need to create time slots for all postcodes, otherwise those postcodes will not have any available times for delivery.
Surcharges
Any holiday surcharges you have already set will be automatically applied in online ordering.
Check out this article to set up bank surcharges for online orders.
Reporting
Invoices
In your invoices, online orders will have the payment type as Nomni POS Payment. This tender type also applies to QR Table orders ("Online Ordering – Eat In") and does not appear as separate tenders named "Online Ordering" or "QR Code."
Go to Online Ordering > Invoices for the names of your customers for each online order. This includes all those who placed an order online, even if they check out as a guest (without logging in).
Select the date/time range and apply the appropriate order type filter (e.g., "Online Ordering – Delivery," "Online Ordering – Takeaway," or "Online Ordering – Eat In") to view specific sales data.
Note that customers who place online orders as guests will appear in this table but are not registered in your customer database.
Sales Activity
You can also filter your sales reports by specific order types, such as "Online Ordering – Delivery," "Online Ordering – Takeaway," and "Online Ordering – Eat In" (for QR Table orders). The Sales Activity report provides an overview, while the Invoices section offers detailed transaction data.
Payments from both online orders and QR Table orders are recorded under the "Nomni POS Payment" tender type. To view total sales for QR Table orders, apply the "Online Ordering – Eat In" filter in either the Sales Activity report or the Invoices section.
See also: How you get paid for online orders
Need help?
Email support@nomni.ai or call 1300 445 483.