FAQ
Orders and the kitchen
Can a customer pay now and pick up later?
Yes. A customer can schedule a pickup time at checkout. Clover takes the payment right away, and Clover prints the kitchen ticket at the pickup time minus the store's prep time. For example, a 6:00 PM pickup with a prep time of 15 minutes prints at 5:45 PM. How online orders work
Does someone need to keep a browser open for tickets to print?
No. The website sends each kitchen ticket to Clover on its own, every minute, with no dashboard open.
How do I see the scheduled orders that have not printed yet?
- Click
Ordersin the side menu. - Click the up arrow next to the
Pickup atcolumn title to sort by pickup time. - Open an order and scroll down to
Kitchen ticket.StatusshowsHelduntil the ticket prints, andFire atshows when it prints.
How do I know that a ticket reached the kitchen?
Open the order. In Kitchen ticket, Sent means Clover accepted the print request. Check the printer to confirm that paper printed. Find an order
Can I send a scheduled order to the kitchen early?
No. The dashboard has no button to print a ticket early. To start an order early, open the order in Clover by its ELR- number and make the order from there.
If a customer cancels a scheduled order, does the ticket still print?
No. A canceled order's ticket shows Skipped and never prints.
Busy times and pickup times
How do I set how long the kitchen needs for an order?
Set Prep time (minutes) on the store's Ordering tab. ASAP pickup times and scheduled ticket times both use it. Set ordering times
Can I add a delay when the kitchen is busy?
The dashboard has no busy setting. Use one of these instead:
- Turn off the next pickup times for today on the store's card. ASAP stays available. The times come back the next day. Turn off pickup times
- Raise
Prep time (minutes). The new time applies to new orders right away and stays until you change it back. - Click
Pause todayto stop ASAP and scheduled pickups for today. Customers can still book later days ifDays aheadallows them.
Can I limit how many orders come in for one pickup time?
No. The website does not count orders for each pickup time. To stop scheduled orders for a time, turn that time off for today. ASAP stays available.
How do I stop new orders right now?
Click Pause today on the store's card. New orders for today's pickups stop until midnight. Later days stay available if Days ahead allows them. Orders that customers already placed still go ahead. Open, close, or pause a store
Do today's changes carry into tomorrow?
A pause and the pickup times that you turn off for today end at midnight in the store's time zone. Closed, Hidden, Prep time (minutes), and the times in Settings and Weekly schedule stay until you change them.
The store looks open, but customers cannot order. Why?
Online orders follow their own rules, not only the store hours from Clover. Check these:
- The store's card shows
Active, and the store is not paused today. - ASAP needs an open online-order window with enough time left for preparation.
- Scheduled orders need an available pickup within
Days ahead. Customers can book before the online-order window opens. Set ordering times
Can a store have separate dine-in and drive-thru hours?
No. Each store has one set of store hours from Clover and one set of online-order hours in the dashboard.
Customers
Does the customer get a text or an email when the order is ready?
No. The website does not send texts or a "ready" message. Tell the customer in person when the order is ready.
What does the customer get after paying?
The confirmation page and a receipt email. Both show the order number, the pickup time, the store's name, address, and phone number, and the store's Pickup instructions. How online orders work
Does a customer need an account to order?
No. Customers check out as guests. To see past orders, a customer clicks My order on the website and types the 6-digit code from an email. Answer customer questions
The order will be late. How do I tell the customer?
The dashboard cannot change a pickup time or message the customer. Open the order, find the phone number in the Contact section, and call the customer.
The customer went to the wrong store. What do I do?
A paid order stays at the store where the customer ordered. Send the customer to that store. If the customer wants to pick up at your store, refund the order in Clover, and the customer orders again at your store. Refunds and cancellations
Does the order stay when the customer changes the language or the store?
Yes. The cart stays when the customer switches language. When the customer switches store, the website moves the cart and checks it against the new store's menu and prices.
Menu and sold-out items
What is the fastest way to stop selling an item at one store?
Turn the item off in Menu availability on the dashboard home. The change applies to the store in the store switcher only. Turn menu items off and on
We ran out of a meat. Do I need to turn it off on every item?
No. In Menu availability, open Proteins · whole, half, and linked extras and click the meat's switch. The website hides the meat, its half portion, and its linked extra portion on every item at that store.
How fast does a Clover change reach the website?
Usually within 1 minute. Every 15 minutes, the dashboard also syncs every store with Clover. Sync with Clover
What happens if a sold-out item is already in a customer's cart?
Checkout stops and shows "Something in your cart is no longer available." The cart names the item, and the customer removes it before paying.
A price on the website is wrong. Where do I fix it?
In Clover, at that store. Each store has its own prices in Clover. To check what each store charges, open the item in Menu > Items and click the Merchants tab.
The website shows a Clover label instead of a customer-friendly name. How do I change it?
Change Name in the dashboard: Menu > Items for items, Menu > Modifiers for choices, and Menu > Modifier groups for group names. The kitchen ticket keeps the Clover name, so the kitchen still sees its own codes.
How do I put tacos and burritos first on the menu?
Set Display Order in Storefront > Pages > Homepage. To change the order of the steps when a customer builds an item, set Builder Step on each modifier group. Edit the website
Can a customer order only a half portion of a meat?
No. The builder lists whole meats only. When a customer picks two meats, the website turns them into two halves, and the two meats must be different.
Payments, refunds, and fees
How do customers pay?
By card on the website. Customers type the card number, the expiration date, the security code, and the billing ZIP code. Clover takes the payment.
Are there tips, service fees, or a minimum order?
No. The website has no tips, no service fee, and no minimum order. The total is the items plus the tax from Clover.
Is there a limit for large orders?
A cart can hold up to 50 different items, with up to 99 of each. The website has no longer prep time for large orders. For a large order, raise Prep time (minutes). To stop more pickups today, use Pause today.
Where do I refund or change an order?
In Clover. The dashboard has no refund button. If you change an order after the ticket printed, tell the kitchen in person, because the website does not print a new ticket. Refunds and cancellations
When something goes wrong
An order is paid, but the kitchen did not get it. What do I do?
Open the order and check Kitchen ticket. If Status shows Failed, make the order from Clover by its ELR- number. The dashboard does not alert you when a ticket fails. Fix a stuck order
What happens if the truck loses internet?
Customers can still order on the website. Clover can accept a print request while the printer is offline. Sent does not confirm that paper printed.
The website retries requests Clover does not accept, up to 5 attempts. Click Pause today to stop new pickups today during the outage. When the internet is back, check the Kitchen ticket of each order with a Fire at time during the outage.
A customer paid twice, or clicked again after a timeout. Was the card charged twice?
The website charges one checkout one time, even when the customer clicks again. While the page shows "Confirming your payment", tell the customer not to order again. If you find two orders for the same customer, refund the extra one in Clover.
Does pausing a store hide the orders that customers already placed?
No. Pause today, Closed, and Hidden stop new orders only. Placed orders stay in Orders, and their tickets still print.
Can I see all stores in one place?
The dashboard home shows a card for each store and lists today's problem orders from all stores in Needs attention. The Orders list shows one store at a time. Switch the store in the store switcher to see another store's orders.