General FAQ

Have a question? maybe it's here!

How to change Pickup / Dine-in hours (App & Web)

Go to your Appfront Dashboard
Click on “Configure” in the left menu
Click on "Locations"
Choose the location you would like to edit
Click on “Edit” next to the location
Scroll down
Change the “Operational Hours”

In a buy one get one coupon (BOGO), which item gets discounted?

The default is for the cheapest item matching the "Gift" criteria is awarded.

An order came via the app marked as paid by credit card. How do I know the transactions were approved?

When an order is processed, Appfront sends the information directly to the credit card company via a secure channel to obtain approval. If any of the fields (credit card number, CVV, expiration date, etc.) are incorrect, the payment will FAIL. If the card was NOT approved (not enough money in the account, stolen card, etc.), the Appfront platform will not approve the transaction. Please remember, Appfront is not a credit company, but our team will work with each credit card company to ensure that each legitimate payment is accepted.

How do I know that a new order has been placed?

You will receive a ticket directly to your POS and terminal. When an order is accepted, either from the mobile app or from the online ordering website, Appfront will send the order directly to your POS. The ticket will then be printed automatically at the terminal in your kitchen. Additionally, you can choose to have every order sent to a designated e-mail(s).

How do I edit the confirmation e-mail?

You can add a custom line to the beginning of every confirmation e-mail a customer receives and change the background picture in that e-mail.

To change the tagline, go to Configure > Applications and then switch to the "Design" tab

Scroll to the bottom and you can set the tagline where you see "Receipt Greeting":

To change the background picture go to the "App Screen" tab, and change the "Background Image".

I Need to Close the Restaurant for Now. How Do I Do This?

There are 2 options for you to close a restaurant:

Using the "show as closed temporarily" Option

To do this you simply go to Setup > Locations > Choose the relevant location, and switch the "show as closed temporarily" toggle to "On".

The location will show as temporarily closed:

Edit the Location Pickup Hours

To do this you go to Setup > Locations > Choose the relevant location, and on the bottom, there is an opening hours tab. set the location to be closed at the time of your choosing and it will appear as closed.

If future ordering is available, a customer can still order for a later time.

How to find a gift card on the portal?

Click on 'Gift Cards' in our 'New (Beta)' portal to reach the Gift Card dashboard. After this page has loaded, you'll be able to view all available information on your customers' gift cards, including - gift card number and PIN, current balance, gift card sender and recipient details.

To search for a specific gift card, click on the 3-vertical dots on any column, and select the 'Filter' option:

Then, choose the column you'd like to search for a value in. For example, if you'd like to search for specific gift card details, and you have the sender's email; click 'Filter', set the 'Column' to 'From email' and type the email into the 'Value' field.

The search results will include all gift cards which were sent from the email you've inserted into the 'Value' field.

How can I remove an item temporarily?

You have an option to hide an item or topping temporarily, which will return automatically at 12AM.

To do this you open "Locations", and press "Edit" to open the relevant location.

Once inside, scroll down and on the right, there is a text box "POS Items Temporarily Unavailable"

Start writing the ingredient you wish to block, an auto-complete feature will pop up. choose the relevant item(s), Save, and they will not be available to order online.

Please note: the names of the ingredients/items in this box are the same names on the local POS, not the item names on the app.

How do I change the time intervals shown in the app?

If you'd like to change the intervals between pickup times, you can add a parameter that will override the prep time's intervals.

The parameter should be added in the location settings page (Configure>Locations>Edit Location), at the bottom of the page.

parameter: delayedOrderInterval value: the number of minutes

For example: if the interval is 20, the order will be for 10:00, 10:20, 10:40, etc.

When finished, click on Save at the top of the page.

Also, you can read this tutorial

How can customers delete their credit card data?

Appfront platform does NOT save any credit card information.

In order to delete credit card data proceed as follows:

1) Go into the online ordering site or open the ordering app 2) Click the upper-right corner to access the "My Account" page:

3) Select "Payment Methods"

4) Go to the specific credit card and select "Remove"

How to redeem "Free Item" coupons on Toast POS?

In order to redeem a "Free Item" Coupon on Toast POS, please follow the procedure below

GRAYED ITEMS - IMPORTANT - please notice - not following those steps might show items as grayed.

Add Item- Add the relevant item to the order.
Lookup customer Look up the customer or scan QR from the customer's mobile phone.
Redeem - Now the reward will show as available, tap on "Redeem".

How can customers redeem points-based rewards online?

Let's say for example that you have a customer that accumulated 100 points, and you offer a coupon that grants a $5 discount for 100 points.

In order to redeem the coupon, proceed as follows:

Log in to your loyalty account.
Open the "My Rewards" page
Select "Redeem for 100 points" on the corresponding reward
Start an order (or continue a previousuos one)
Add the items to the order
Before checking out, select to redeem the $5 discount coupon (see image below)

Currently, our upsales feature can only offer one item at a time, even if it's from a group of items.

The best use for this would be to choose a group (to trigger the upsale) and a specific upsale item:

"Wings (Group) + Fries (Upsale item) for $9.99", then if someone adds one of the wings, the upsale will offer the fries and if someone chooses the fries, the first item from the wings group will be offered.

When creating an upsale for the entire menu, the group should contain the whole menu, and then the other section should contain the item for the upsale.

What might happen is that the customer might first add the upsale item and would then be offered the first item on the group (the whole menu).

Our best recommendation to take advantage of this feature would be to recognize the right item bundles inside your menu and create separate upsales for each bundle.

For example: Meal + Dessert X, Meal + Drink Y, Coffee + Pastry Z, etc.

How can I cancel delivery for a future order?

In order to cancel a delivery order on Appfront, please proceed as follows:

1) Go to our "Activity Log", find the order (you can use the filters on the top section of the page).

2) Inside the order, click "ABORT":

You will notice that delivery actions will switch to the following:

In case the order was refunded to the customer, please make sure to refund on Appfront as well in order to avoid rewards accumulation for the order.

How can I apply Appfront loyalty in-store after the order was closed?

In case an in-store order was closed and you want to add this order to the customer's loyalty account directly from the POS, please proceed as follows:

On your POS: Go to "Closed Checks", find the order and tap "Update":

Once inside the order, tap "Rewards" > "Look Up Customer":

Enter the customer's phone number as you do for regular open checks, then tap "Pay" > "Done" to save the order.

You should now be able to see the customer's loyalty account on the check: