FAQ - Before Going Live
This section will tell you everything you need to now just before going live fully blast
Overview
So, everything was set, and we are ready to go live! but now when it's get real, you probably have a few questions that are related to the day to day and we never had a chance to discuss the "real life" - no probelm! this is exactly why this section for. Your question is not there, feel free to contact your account manager
Operational Day to Day
Auto-Fire
1)Make sure Only ONE Device in store is Turned ON
2) Make tickets print automatically to kitchen
Kitchen Display Not Showing
You need to make sure that you choose the Appfront serving option to print on the device. Under settings -> Ticket display options:
Operational Hours
Store Hours
Edit the store hours for specific day. [Set "00:00" to "00:00"]
Delivery Hours
Quick Turn (On/Off) Location
There is an option to quickly turn On and Off a store. Need to just toggle the "Visibile in app".
How to Void/Refund Order
"86" Something - quick live menu update
Live updates can be done through Toast POS or through Appfront portal.
Through Toast POS - just update the inventory status of the item:
After saving the menu in Toast, the update should be immediate - (up to 2 minutes until updated in Appfront and in the online ordering)
Through Appfront portal - This is a location based update (you might want to do it on a specific store), therefore:
For 24 hours - will be refreshed and returnn on the following morning
Delivery Zones and Pricing
Add Delivery Serving Option
Serving Options:
Define Delivery Area Zone (pricing, distance, hours)
Once serving option is enabled - you can define delivery zone.
Confirm Order in POS
How do I reach AppFront Support ?
Please send email to: support@appfront.ai Make sure you mention in your email subject:
Root cause problem
Store name
Our support team is here for you for any question and will be happy to assist you accordig to our SLA.
AppFront Service Level Agreement
TBD - Appfront is working on a new updated SLA
12 hours - 0.5 business day
24 hours - 1 business day
48 hours - 2 business days
Response Time - does NOT mean resolution.
Critical - will be handled immediately - ASAP
Online ordering / Delivery Questions
Q: We have "balance due", how can fix that?
Balance due means that there is a pricing mismatch and/or menu item was not mapped correctly. All orders in your Appfront Activity log should be GREEN.
Q: If a customer schedules a online pick up how long will the ticket wait to AUTO FIRE?
The ticket will auto-fire according to the prep-time set to the "pickup" serving option in the Appfront portal. For example, if the order is scheduled for 1 PM and the prep-time is set to 20 minutes, the order will auto-fire at 12:40 PM. To set this prep-time, go to our portal > Configure > Menu > Setup (Tab) > Serving Options:
Q: If a customer schedules an online delivery when will the ticket fire in relation to when a driver will come to pick up the order?
It's the amount of minutes the delivery area is set to. eg. in your area the delivery time is 30, if a customer would order for 4 pm, the delivery man should arrive at 3:30 PM. (see screenshot at the bottom).
Q: If a customer orders a delivery order and they leave a tip for delivery does that tip go to 3rd party or does it go to the merchant account?
All transactions processed through Appfront go directly to the merchant. we do not transfer any sum to 3rd parties. the money is wired directly to your processor that you've specified when starting to work with us and does not go through any other medium.
Q: Delivery tax, can we set it up?
Yes, go to location, edit and change the following. Different states might have different regulations thats why its per location set up.
Menu Set Up
Q: Menu availability hours: our breakfast menu is time sensitive. Can we make breakfast menu available only during certain hours?
Yes! You can set up specific hours to specific menu categories through Appfront Portal.
Under Advanced Settings>Configure>Menu, go to the relevant menu category and click to edit it. Then, you will be able to set its availability hours.
Check out this video explaining how to do so: https://www.loom.com/share/f2b4f018cfb54d16a8d37e968bdad9b1
Hide when unavailable: by default, the category will be visible during its availability hours. However, you can decide it would be visible all the time, however when unavailable, the customer will receive an error message after adding an item from this category.
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