Delivery requests: setup and order intake — Paloma365 Classic (Windows POS)

How to enable delivery and pickup requests on the Paloma365 Classic Windows POS, how the requests interface works (the request table and the request board), and what the «Принять», «Готово» and «Отдать» buttons do.

How to enable delivery requests on the POS

• Where: «МЕНЮ» (Menu) → «Настройки» (Settings) → "Delivery settings" («Настройка доставки») tab → "Delivery request" («Заявка на доставку») checkbox.
• How to enable: tick the checkbox. It is off by default and the value is synchronized with the cloud. As soon as it is ticked, the POS connects to the instant-notification server; after the settings window is closed, the POS starts checking for new requests every 5 seconds. A button with a request counter appears in sales mode.
• Notes:
  • With the checkbox off, entering the requests interface in table view shows the hint «Для корректной работы режима "Доставка", необходимо в настройках включить параметр "Заявка на доставку"» (for the "Delivery" mode to work, enable "Delivery request" in the settings).
  • The notification-server connection is also active when Halyk or Kaspi QR payment, or BePay payment, is enabled on the POS.
  • The new-request check is skipped while printing or a payment is in progress, and it needs a connection to the POS database.

The «Заявки» (Requests) interface on the start screen

• Where: start screen → enter the employee code → the «Заявки» (Requests) interface button.
• How to enable: the interface is assigned to the employee in the web dashboard; the button name comes from the interfaces directory (default «Заявки»), and the POS receives it during synchronization.
• Entry conditions: a shift must be open. If it is not and the employee also has the «Кассир» (Cashier) interface, the POS offers to open a shift; otherwise it shows "Shift has not started" («Смена не открыта!»).
• Which screen opens: depends on the "New delivery interface" («Новый интерфейс доставки») checkbox — off: the request table; on: the request board (cards).
• Notes: the new-request notification window calls the interface «Доставка» («Зайдите в интерфейс "Доставка"» — go to the "Delivery" interface), while the start-screen button is «Заявки». Entering and leaving the request table is written to the action log; for the board, opening and closing «СПИСОК ЗАКАЗОВ» (order list) is logged.

Request table: filters, statuses and auto-refresh

• Where: the requests interface with "New delivery interface" turned off.
• Filter buttons: "All" («Все»), «Необработанные» (Unprocessed), «Обработанные» (Processed), «Распечатанные» (Printed), "Paid" («Оплаченные»), «Порученные» (Assigned); drop-down lists «Статус:» (Status) and «Смена:» (Shift); "Close" («Закрыть») button.
• How it works:
  • "All" is active when the table opens;
  • «Необработанные» — new requests and requests returned to the operator;
  • «Порученные» — requests created at this outlet (including requests for other outlets);
  • «Статус:» — "All" plus the custom request statuses from the web dashboard directory;
  • «Смена:» — the last 10 shifts of the outlet; for already processed requests the list is limited to the selected shift's period.
• Refresh: the list refreshes automatically every 100 seconds (if the data changed) and after every action; column widths are remembered.
• Notes: the system status column is color-coded — «Необработано» (Unprocessed), «Обработано» (Processed), «Распечатано» (Printed), «Оплачено» (Paid), «Отменено» (Cancelled); a request returned to the operator has an empty status. The type column shows «Доставка» (Delivery), «Самовывоз» (Pickup) or «заказ из зала» (dine-in order — a request linked to a table). The «Дата:» (Date) field is hidden. The quick interface-switch button is hidden by the corresponding setting. The window shows the employee, time and date.

What happens when you click a request in the table

• Where: requests interface (table) → click a row.
• How it works:
  • unprocessed, returned or cancelled request — the request card opens;
  • «Обработано» (Processed) request — the question «Подтвердите смену статуса заявки на "Распечатано"» (confirm status change to "Printed"), then the bill is printed;
  • «Распечатано» (Printed) request — «Подтвердите смену статуса заявки на "Оплачено"» (confirm status change to "Paid"), then payment opens;
  • paid request — nothing happens.
• Internet required: without a connection — «Отсутствует подключение к интернет, обработка заявок запрещена!» (no internet connection, processing requests is not allowed).
• Notes: the table has no separate «Просмотр» (View), «Счет» (Bill) or «Отменить» (Cancel) buttons — viewing, printing and payment are done by clicking the row. If the request has no bill — «У выбранной завки счет не создан» (no bill created for the selected request; the typo is in the program). Errors: "Unable to print the bill" («Не удалось распечатать счет»), "Unable to process payment!" («Не удалось оплатить счет!»). Before acting, the POS reconciles the request status with the linked bill.

Creating a request manually from the table

• Where: requests interface (table) → «Новая заявка» (New request) button → a new request card opens.
• Notes: creating a request requires internet. If there is only one outlet, it is filled in automatically; the cooking time is taken from the "Cooking time by default" («Время приготовления по умолчанию») setting on the "Delivery settings" tab.

Copying a request to the clipboard

• Where: requests interface (table) → «Скопировать в буфер» (Copy to clipboard) button.
• How it works: the client, address, amount and contents of the request are copied to the clipboard; the POS confirms «Заявка скопирована в буфер обмена» (request copied to clipboard).

Showing requests of all outlets in the table

• Where: «Настройки» (Settings) → "Delivery settings" tab → "Display all the orders in a list" («Отображать все заказы в списке») checkbox.
• How it works: off by default (synchronized with the cloud). When on, the outlet restriction is removed from every filter of the request table (for «Порученные» — the restriction by the outlet that created the request).
• Notes: a request of another outlet cannot be processed: its card opens read-only with the «Отменить» (Cancel) button, and printing or payment by clicking the row ends with an error.

Request board instead of the table ("New delivery interface")

• Where: «Настройки» (Settings) → "Delivery settings" tab → "New delivery interface" («Новый интерфейс доставки») checkbox.
• How it works: off by default (synchronized with the cloud). When on, entering the requests interface opens the request board with cards.
• Notes: from sales mode the board opens regardless of this checkbox — via the button with the request counter. The board has no «Новая заявка» (New request) or «OpenCart» buttons — they exist only in the table.

Request board: what the cards show

• Where: requests interface (with "New delivery interface" on) or sales mode → the «(N шт.)» button.
• What is on the board: requests with statuses Unprocessed, Processed and Printed, plus paid pickups of this outlet not yet handed over (created no earlier than one day before the current shift opened). Scroll with the up/down buttons or the mouse wheel; "Close" («Закрыть») button.
• Opening conditions: at least one active request (otherwise "No orders to display!" — «Нет активных заказов на доставку!») and an open shift (otherwise "Shift has not started").
• Card: request number, source (external system name such as rahmet or tuvis, or «Paloma365»), type «Доставка» (Delivery) or «Самовывоз» (Pickup), time, client (name cut to 15 characters; «Не найден» (not found) if no client is linked), contents — up to 15 items with modifiers, combos and item notes, the order note and the status button.
• Notes: the board refreshes automatically when new requests arrive and after actions. With no requests it shows «НЕТ ЗАКАЗОВ НА ДОСТАВКУ» (no delivery orders). If the list is scrolled down and a new request arrives, the «На верх» (To top) button appears. Opening and closing the board is logged («СПИСОК ЗАКАЗОВ»). Quirk: the active-request counter (used to open the board and shown on the sales-mode button) counts only requests of this outlet, and among paid pickups only tuvis ones, although the board itself shows paid pickups from any source.

Delivery request button in sales mode

• Where: sales screen («Режим продаж» (Sales mode), «Салон» (Salon), «Курьер» (Courier) interfaces) → the «(N шт.)» button with the tooltip "Delievery orders" («Заказы на доставку»).
• How to enable: the button is visible when "Delivery request" is ticked.
• How it works: the number in brackets is the count of the outlet's active requests and refreshes automatically. The board opens only when the current bill is empty (otherwise "You have an active items in this order!" — «В счете имеются активные позиции!»); with no requests — "No orders to display!".
• Notes: do not confuse it with the «Заявка» button in sales mode — that is a warehouse request (setting "Warehouse request(button in sales mode)" — «Заявка на склад (кнопка в режиме продаж)»).

Accepting a new request with "Accept" («Принять»)

• Where: request board → a card with Unprocessed status → "Accept" («Принять»).
• How it works:
  1. If a receipt is already linked to the request — «Найден чек привязанный к этой заявке! повторите снова!» (a receipt linked to this request was found, try again).
  2. If "Extended request window" («Расширенное окно заявки») is ticked, a window with the order contents opens instead of immediate acceptance (see below).
  3. Internet is required, otherwise «Отсутствует подключение к интернет, обработка заявок запрещена!».
  4. If «Запрашивать время приготовления (tuvis)» (ask for cooking time) is on and the request came from tuvis or was paid in the external system, the POS asks for the cooking time.
  5. A bill is created for the request and it becomes Processed; «Заявка № …» (Request No. …) is written to the bill note.
  6. If "Auto-print paid orders (rahmet, tuvis)" («Авт. печатать оплаченный заказ (rahmet, tuvis)») is on, the bill is printed right away (request → Printed).
  7. If "Auto-close paid orders (rahmet, tuvis, tester)" («Авт. закрывать оплаченный заказ (rahmet, tuvis, tester)») is on, payment runs (before it, for a tuvis delivery with "Wait for courier status (tuvis)" on, the courier status is checked). Payment happens only for an already printed bill, i.e. together with auto-print; for a request paid in the external system it runs without the payment window, for others the payment window opens.
• Notes: the request must belong to the current outlet. A kitchen sub-order is printed if sub-order printing is enabled in the outlet settings in the web dashboard. Errors: «Не удалось создать счет по заказу» (could not create a bill), «Не удалось распечатать заказ» (could not print the order), «Не удалось оплатить заказ» (could not pay the order). The button does nothing while printing is in progress.

Finishing a request with «Готово» (Done): printing and payment

• Where: request board → a card with Processed or Printed status → «Готово» (Done).
• How it works: internet is required. From Processed, the bill is printed first (request → Printed), then payment runs. If the request was paid in the external system and "Auto-close paid orders (rahmet, tuvis, tester)" is on, payment is automatic, without a window; otherwise the standard payment window opens. After payment the request becomes Paid and the status is sent to the external system.
• Notes:
  • with automatic payment, a fiscal receipt is printed if the request's payment type is linked to the fiscal register; payment via the window uses normal fiscal printing;
  • with the Tuvis integration enabled, sale data is sent to Tuvis after payment;
  • with "Wait for courier status (tuvis)" («Ожидать статуса курьера (tuvis)») on, the courier status is checked before paying a tuvis delivery; if not confirmed — «Курьер не подтвердил передачу заказа, повторите позже....» (the courier has not confirmed the handover, try later);
  • printing of the bill and the payment bill depends on the outlet settings in the web dashboard.

Handing over a paid pickup with «Отдать» (Hand over)

• Where: request board → card of a paid pickup → «Отдать» (Hand over).
• How it works: the button appears on paid requests of type «Самовывоз» (Pickup) that have not been handed over yet. Internet is required. The handover status is sent to the external system (aggregator) together with the cooking time and the note; the request is marked as handed over and removed from the board.
• Notes: an error from the external system is shown in a «Доставка: <system>» window; with no response — «Не удалось передать статус заявки в <system>» (could not send the request status). The request is still marked as handed over. The active-request counter counts paid pickups only from tuvis.

Request card from the board and the order note

• Where: request board → card → «Открыть заявку» (Open request); the note text on the card or the button next to it.
• How it works: «Открыть заявку» opens the full request card. Its buttons depend on the status: for a new request of this outlet not paid in the external system — «Отменить» (Cancel), «Изменить» (Edit), «Оплатить» (Pay), «Вернуть» (Return), plus «Создать счет» (Create bill) and «Распечатать» (Print) if "Display buttons: create order, print" («Отображать кнопки: создать счет, распечатать») is ticked; for a new request already paid in the external system — «Отменить», «Оплатить», «Вернуть» without «Изменить» (with «Отображать кнопки: создать счет, распечатать» ticked, «Создать счет» and «Распечатать» are added, and «Изменить» appears only if "Allow editing a paid order (if not yet accepted by the operator)" («Разрешать изменять оплаченный заказ (если он еще не был принят оператором)») is also on); for an already accepted request or a request of another outlet — view only plus «Отменить».
• Order note: the card shows the note text itself; clicking it or the button next to it opens the «Примечание к заказу:» (order note) window with the full text.

Where the Tuvis courier is: «Курьер на карте» (Courier on map)

• Where: request board → card → «Курьер на карте» (Courier on map).
• When visible: only if "Wait for courier status (tuvis)" is ticked, the request came from tuvis, its type is «Доставка» (Delivery) and it has already been accepted.
• How it works: the POS requests a courier-tracking link from the cloud and opens it in the default browser.
• Notes: on error — «Не удалось получить местоположение курьера в tuvis» (could not get the courier location). Works only for the Tuvis integration.

Extended acceptance window: contents, stop list, phone

• Where: «Настройки» (Settings) → "Delivery settings" tab → "Extended request window" («Расширенное окно заявки»); then request board → "Accept".
• How it works: off by default (synchronized with the cloud). When on, "Accept" on a new request opens a window without a title: the order contents (items on the outlet's stop list are highlighted in red), the note and the client phone, and the buttons "Accept" («Принять»), «Отменить» (Cancel), "Close" («Закрыть»), «Открыть заявку» (Open request).
  • "Accept" — the same acceptance flow (cooking time, bill creation, auto-print and auto-payment under the same conditions);
  • «Отменить» — cancel with a reason («Нет ингридиентов» (no ingredients) or «Другая причина» (other reason));
  • «Открыть заявку» — the full request card.
• Notes: cancelling is impossible if a bill has already been created: «По данному заказу уже создан счет №… Отмена заказа невозможна!» (a bill No. … already exists for this order, cancellation is impossible). Automatic payment from this window does not check the Tuvis courier status.