Restaurant Solution FAQ
Description
What's in this article?
Back Office and Getting Started
- Can I manually sync the POS with the Back Office?
Follow these steps to quickly synchronize your POS device with the Back Office.
- Can items be imported if there is already an item file created?
If you already have a list of items, you can take advantage of the item import utility within the system to import the items into the Back Office. A spreadsheet template is provided, allowing you to reformat the item details properly and import the file directly from your PC. If you attempt to import an item that already exists, you will receive a warning from the system.
- I have a menu of items stored in another POS system. Can the items be imported to Restaurant Solution?
When you set up your Restaurant Solution, the Activations team will assist with onboarding your existing menu, including modifiers and variations.
- How can I update the company information that displays in email and marketing messages?
Refer to the Back Office Company Information article for steps on how to edit company information.
- Can I use my fingerprint to access the Restaurant Solution Point of Sale device/station?
Only a numerical PIN can be used to log into a station.
Customer and Employee Management
- How many user roles does Restaurant Solution support?
There are no limits on the number of user roles. You can also attach multiple roles to a user/employee. Refer to the Restaurant Solution User Roles article to manage access to features in the Restaurant Solution.
- Is there a maximum number of customers and items supported?
While there are no actual limits placed on the number of customers, the system has been optimized to support up to 50,000 total items.
- Can customers be imported if there is already a customer file created?
If you already have a list of customers, you can take advantage of an import utility within the system to load the customers into the Back Office. A spreadsheet template is provided, allowing you to reformat the customer details properly and import the file directly from your PC.
- Can I clock in or clock out an employee?
Yes. If you need to assist with clock in/out or make an adjustment, you can.
- Can employees clock in from the POS terminal?
Yes. Any terminal that is running the Restaurant Solution can be used to clock in/clock out.
- Can an employee be logged into more than one station at the same time?
No, an employee can only be logged into one station at a time. The employee must log out of a station before moving on to another station.
- Does Restaurant Solution support issuing paychecks?
No, paychecks cannot be issued through the Back Office in Restaurant Solution. We cannot integrate with a paycheck provider at this time. Refer to the Back Office Labor Shifts Report in Restaurant Solution article for details on how to run the Labor Shifts report in the Back Office of Restaurant Solution. This report can be downloaded and uploaded into an accounting program to issue paychecks.
Discounts, Marketing, and Loyalty
- How would a customer redeem an emailed discount?
If a customer brings an emailed discount into the store and presents it during checkout, the POS user will select or scan the discount and apply it to the ticket. Read more about discounts on the POS.
- Can I mark an item so that it is non-discountable at the POS?
All items and tickets can be discounted; however, you can require manager approval. Refer to the Back Office Discounts in Restaurant Solution
- Does the system support email marketing?
The system has robust email marketing capabilities. This includes the ability to send out bulk emails on demand, as well as Welcome and Miss You emails automatically. Refer to the Back Office Email Marketing in Restaurant Solution article for an overview of email marketing in the Restaurant Solution.
- Does the Restaurant Solution allow for clients to receive a text message asking how their service went after their visit?
No, that is not a current capability.
- Does the Restaurant Solution link to Google for customer reviews?
While we do not directly link to Google for customer reviews, you can add the Google website to your receipts under Settings > Store Information, select the Include QR Code checkbox and fill in the Website (URL) for the QR code to direct customers to Google reviews.
- What two options can be attached to the loyalty program?
Points or punches can be attached to the loyalty program. Points is equivalent to dollars (1 dollar spent = 1 point earned) and punches equates to visits (1 visit = 1 punch). Refer to the Back Office Loyalty Program article to learn how to create your loyalty program.
Order/Transaction and Location Management
- How do I manually close a batch?
Instructions on how to manually close a batch in the Restaurant Solution can be found in the the Settle a Batch in the Restaurant Point of Sale App article.
- Can I enter an order remotely?
Orders may be entered through Online Ordering, if you have enabled this option.
- Is there a way to add a customer note?
Yes, you can add notes to a customer profile. Refer to the Point of Sale App and Back Office Customer Notes article for steps on how to view and manage customer notes in either the Point of Sale app or in Back Office.
- How do I void a transaction and how long will a sale be available to void?
A guest check or the payment method used on it may be voided until the end of the day when the batch is settled. Refer to the Restaurant Point of Sale Void a Completed Ticket article for steps on how to void a payment or the entire completed ticket in the Restaurant Point of Sale app.
- How do I adjust tips?
Refer to the Point of Sale Tip Adjustment article for instructions on how to adjust a tips in the Restaurant Solution.
- How many order modes are there in Restaurant Solution?
There are five order modes: Dine-in, Takeout, Delivery, Drive-thru, and Catering. If you have table service enabled then your dine-in order mode can be split between tables, tabs, or a quick mode. To learn how to take an order in the different modes, refer to the Restaurant Point of Sale App Orders in Table Service or Quick Service Mode article.
Payment Methods
- Does the Restaurant Solution support gift cards?
Open loop (Visa/Mastercard gift cards) are accepted. However, closed loop (store branded) gift cards are not currently supported.
- Can I keep a card on file?
No, a card on file is not supported. However, you can temporarily save a credit card to an order. Refer to the Back Office Payment Method Configuration article for steps on how to enable this option.
- Can I manually enter a card payment?
Refer to the Manually Enter a Card Payment in the Point of Sale App article for instructions on how to manually enter a credit card payment in the Point of Sale app.
Passwords and Connection
- What internet speed is needed to run payment terminal devices?
A single device requires 25 Mbps (megabits per second) download speed and 5.0 Mbps upload speed. The download speed requirement should be increased by approximately 1.0 Mbps and the upload by approximately 500 Kbps.
- How do I reset my Back Office password?
Click Forgot Password? or Forgot User Name? on the login screen to receive an email with next steps on resetting your password. The reset password link will expire after 24 hours.
Read more about how to login to Back Office, reset your password or the passwords for your employees.
- My Wi-Fi Connection isn’t working. What do I do?
Access the Terminal Ethernet or WiFi Setup page for troubleshooting.
- How do I set up or update an operator password?
The operator password is provided to your business during Activation training. Contact us if you need further assistance with your operator password.
- A No Server Error displayed during registration of my terminal. What do I do?
Call us for assistance.
Receipts and Printers
- Can receipts be emailed or printed?
Yes, you can print or email receipts. Refer to the Back Office Receipt Email Customization for steps on how to edit the receipt email message in the Back Office.
- How do I reprint a receipt?
Refer to the Restaurant Point of Sale App Order Recall/Reprint article for how to recall a ticket or reprint and email the receipt in the Restaurant Point of Sale app.
- Can I assign items to different printers?
Yes, you can connect to multiple printers and assign items to different printers, Refer to the Back Office Kitchen Printer and Kitchen Routing Group Configuration in Restaurant Solution article for how to set up a kitchen printer and kitchen routing group in Restaurant Solution.