Cova POS: Managing Incoming Orders

Order Fulfillment Guide for Cova POS Users

Accessing the Buddi Order Queue

• Log into the Admin Portal as General Staff:
  1. Go to app.buddi.io.
  2. Log in with the General Staff login credentials.
     
  3. Navigate to 'Order Queue'. Keep this page open during store hours to receive real-time notifications of new orders.
     

Handling UNPAID (Pay In-Store) Orders in Buddi + Cova

• Verify the Order in Buddi:
  1. When an order arrives, a sound notification will play.
  2. Click on the order view its details.
     • NOTE: With unpaid orders, the 'Payment' column will always indicate UNPAID, even after it has been paid later on.
       
       
• Verify Order in Cova POS + Prepare Products:
  1. Navigate to the 'Orders' screen in the POS.
  2. The most recent order will appear at the top. Click on it.
  3. Verify that the order details match Buddi.
  4. Pick the products. Place a small note with the customer’s name on top of the products (or print an unofficial receipt in the POS and use that).
     
     
• Mark as Ready for Pickup in Buddi:
  1. Change the order status to 'READY FOR PICKUP' using the dropdown menu. This triggers a notification to the customer via text or email.
      
• Tender the Order in Cova POS + Print Final Receipts:
  
  1. On the order details screen, tender the order to the chosen payment method (e.g. cash, debit, credit, etc.).
  2. Print two copies of the receipt: one for the customer, and one for store records.

• Complete the Order in Buddi:
  1. Change the order status to 'COMPLETED' using the dropdown menu.

Handling PAID Orders in Buddi + Cova

• Verify the Order in Buddi:
  1. When an order arrives, a sound notification will play.
  2. Click on the order view its details.
     • NOTE: With paid orders, the 'Payment' column will always indicate PAID, even after any refunds/cancellations in Buddi.
       
       
• Verify Order in Cova POS + Prepare Products:
  1. Navigate to the 'Orders' screen in the POS.
  2. The most recent order will appear at the top. Click on it.
  3. Verify that the order details match Buddi.
  4. Print two copies of the receipt: one for the customer, and one for store records.
  5. Pick the products. Place a small note with the customer’s name on top of the products (or print an unofficial receipt in the POS and use that).
     
     
• Mark as Ready for Pickup in Buddi:
  1. Change the order status to 'READY FOR PICKUP' using the dropdown menu. This triggers a notification to the customer via text or email.
     
     
• Complete the Order in Cova:
  
  1. Once the order is fulfilled, go to the 'Orders' screen to complete the order.
     • NOTE: To clear the order from the Orders screen, the order must be completed.
       
  2. Print two copies of the receipt: one for the customer, and one for store records.

• Complete the Order in Buddi:
  • Change the order status to 'COMPLETED' in the Order Queue to finish the transaction in Buddi.
    

Order Cancellations and Refunds

1. Cancelling UNPAID Orders:
   1. Select 'CANCELLED' from the dropdown menu in the Order Queue.
   2. Remove the parked order in the POS.
       
2. Cancelling PAID Orders:
   
   1. Select 'CANCELLED' from the dropdown menu in the Order Queue. This triggers a notification to the customer via text or email.
      
      
   2. Issue a refund via the 'Refund Payment' option (only available to admin users).
      • This action in Buddi returns the funds back to the customer's payment card.
        
        
      • If the 'Send refund messages' feature is enabled in Buddi (found in Store Settings > Online Menu: Messages), a refund notification will be sent to the customer via text or email.
        
        

   3.  Issue a refund in the POS to restock inventory.

Notes:

• You have the option of setting up internal email notifications for order alerts (click on the mail icon in the Order Queue).