eCMS

https://ecms.tabsquare.com

Merchant Console

http://console-ecms.tabsquare.com

Analytics Dashboard

http://analytics.tabsquare.com

Store

Username

Password

[StoreName]

thecoffeeclub_[storename]@tabsquare.com

[relayed by Tabsquare]

How to mark an item as out of stock

In your browser, type

“https://ecms.tabsquare.com“

and login using the username and password provided.

Select “Items”

Select “Advanced Search”

Start typing the item name you which to find and select it from the drop down list.

Once selected, click on “Search”.

Depending on whether the item is out of stock or not, click on the “Stock In” or “Stock Out” buttons.

**Stock in = Items are in stock.

**Stock Out = Items are out of stock.

If the item is marked as “Stock Out” it will display as “SOLD OUT”.

If the item you would like to mark as out of stock is a SKU under a main item, for example you would like to mark a “White Hot Chocolate” out of stock but leave the other Hot Chocolate’s in stock, follow the below steps.

Search for the item you would like to mark out of stock and press the blue “edit” button

On the window that pops up navigate to the SKU tab

On the SKU that you would like to mark out of stock tick the “Stockout” box.

This will then only mark the “White Chocolate” version of the Hot Chocolate as out of stock.

Enable and Customize Customer Wait Times

Tabsquare has an ability for the store to show a wait time to all customers during busy periods.

From the ECMS Tabsquare portal expand the sidebar and press “Smartweb Settings” then “Seating Time”

You can enable the wait times for either Dine In Order at Table or Take Away Click Collect.

Once enabled you can select the expected wait time, along with a duration of that wait time. Once the duration is selected you will see an “Active Until” option.

After this “Active Until” time the Wait Time will turn off and customers will not be prompted about any wait times.

Viewing Orders

Live Orders

The Merchant Console is helpful to keep track of the orders or see if there are any rejected orders.

In your browser, type “http://console-ecms.tabsquare.com“ and login using the same username and password shared.

All the successful orders will be displayed in the “Live” Tab. Once a successful.

Marking orders as delivered.

You can mark items as delivered. Moving them from Live to delivered section of the console if you wish.

To do this click on Delivered in the top right of item.

Future Orders

Future Orders will appear in the consoled under Future Orders with a loud repetitive beep and move to Live when approximately 15 minutes prior to being due Future orders are only when a customer orders through Click Collect.

An example of an order with the time selection is not NOW this will come through as a Future Order and display on KDS as Order Ahead.

Missing Orders / Lost Orders

An issue has been identified where in a small instance of cases orders will not be delivered to the store in either rejected or successful state.

The cause has been narrowed down to connectivity issues on the customer side. To help highlight these orders a separate process is being run to push these orders to Pending in console.

The process runs once every 5 minutes but it may take longer for this to appear. If a customer lets you know a order has been processed you can check this tab.

If the customer still wants the order you can press the Tick button which will send the order through to the store and confirm the payment. Once confirmed the order will move to the Live tab

In order to confirm the payment the Tick must be pressed on the day. If the customer has paid again press the cross to refund the order.

Automatic Refund Of Uncaptured Orders

For more information, please see the below information from Stripe:

https://support.stripe.com/questions/corporate-card-understanding-transaction-statuses

Rejected Orders

If an Order was rejected by the POS it will be displayed in the “Rejected / Refunded” tab.

In Most situations a notification will have been sent to POS of an order failure. The customer also receives and order failed notification on their device.

In the event that POS is offline or the internet is down you will not receive a notification.

POS Failure Reasons & Notifications

Incorrect Menu Mapping

• Due the extensive menu items there can be an error where a product is incorrectly mapped. If the mapped item doesn't exist this will error when trying to process to POS.
  
  

  • Order will display in Failed section of the console.

  • Order Notification will go to POS and display as a receipt.

• Support will be alerted of the error and rectify as soon as possible. You will need to manually process the order.

POS Offline / Internet Down

In the event that POS 1 is down which accepts orders or the internet an order will show in the “Rejected / Refunded Section”

As the POS1 / Internet Down we are unable to send a notification.

Menu Item out of Order

This error occurs when you have marked an item as out of stock on the POS. When the order errors it will send a notification to the POS with which particular item has been marked out on POS.

In this example the item is peach iced tea which has a POS Code of 2610438

Please note it will only show the first item that errored which must be noted if you have marked multiple items out of order.

Image from Console under rejected / Refunded

Open

Upon erroring, POS will receive the following message on order devices notifying you what product has been marked out of stock. The customer will also receive a notification that the order failed to make it to the kitchen.

Proceed to POS and complete the following

Go to the Functions tab then MGMT on POS.

1. Menu item availability

2. click the filter options select 3 with any availability setting.

3. This will show all items with any availability either out of stock or on a limited stock.

4. Select the item that has errored and put it to back in stock.

5. You can find a short video of this process on the right.

If a customer requests a refund, you will be able to do it from the Merchant Console.

You would need to obtain the Order ID as highlighted in the image.

To process the refund:

Click on the three lines to the left of the Tabsquare logo

Click on “Refund” under the “Reports” option.

Click on “Add Refund +” to the left-hand side of the screen.

Then enter the Order ID and the reason for the refund.

Select the type of refund:

** Full – To refund the Total Bill

** Partial – To refund some items in the Bill

an OTP will be sent the mobile number as a SMS.

Note: We will configure one Mobile Number for each venue. The OTP number will be sent to that specific Mobile. It is important to let the person know and get the OTP number.

Enter the OTP number and press Save.

Normally stripe will take 4-5 working days to process a refund.

Disbursement Schedule

The following is the schedule for disbursements based on Day of Order between approximately 10:00am and 10:00 am the following day (This is based on UTC Time) global setting by Stripe that is unable to be changed.

Payment Reconciliation Report

In your browser, type

“http://analytics.tabsquare.com“

and login using the username and password provided.

Click on Payment reconciliation

• Select the date range you would like to review in the top right hand corner. Compare is only required if you are using the functionality to see how you are performing versus other dates.

As Stripe operate on Universal Coordinated Time (UTC a Business day is considered as 10am - 10pm approx (Based on a Time zone of +10) Transactions outside this time will be disbursed as per the schedule on the following or previous day.

Once the date is selected this will then the top section will give you an overview of your total payments the percentages either + or - negative are verses the selected compare period. This can be ignored for reconciliations.

The bottom section will give you a break down of the order / Payments for your selected date.

The first tab payment settlements will give you a break down on total orders and payments
Columns; This can be used to reconcile to your RVC report / POS

Order Date - Date Order was taken

Payment Partner - Payment Vendor

Amount Settled - Total Gross Order Amount on Order Date

Fees - Total Fees calculated by Gross Order Amount on Order Date

Transferred Amount - Total $ Amount after fees on successful orders for Order date (Not Relevant)

Total Orders - Total number of transactions by Order Date

The Second tab will give you a break down of Payout Details this can be used to reconcile your bank account.

Columns;

Payout Date - The date Money should be received in your account.

Payout ID, Credited A/C - Specifics related to accounts not relevant in the reconciliation process.

Amount Settled (AUD) - Total gross $ Amount of orders that fell on the disbursement date,

Fees - Fees (Digital Transaction fee)

Amount Transferred(AUD) - Total $ Amount that will show in bank on Payout Date.

Total Order - Total Transactions (Clicking on the number will give a break down by date)

By clicking on the total orders you can expand out to all the transactions on that day

Exporting to excel

Click on Payment reconciliation

• Select the date range you would like to review in the top right hand corner. Compare is only required if you are using the functionality to see how you are performance versus other dates.

As Stripe operate on Universal Coordinated Time (UTC_ a Business day is considered as 10am - 10pm approx (Based on a Time zone of +10) Transactions outside this time will be disbursed as per the schedule on the following or previous day.

Click on Download followed by your preferred format, we recommend excel for reconciliation's.

Once downloaded save an open.

This excel form will provide all of the transactions with dates with a transaction view. This will also contain all order numbers.

POS Reconciliation Reports

You can reconcile sales on POS by using the RVC Report or Property report from the Coffee Club Reports page.

Oracle Reporting & Analytics Reports

For reconciliation in R & A the best report to use is located under;

Reports → More Reports - Sim Financial Reports → Property Financial

Under the Tender media Section you will be able to see Total Table Order Orders this can be used to reconcile against the Table Orders successful transactions.

TABLE ORDER = Order at Table

ORDER AHEAD = Click Collect Future Orders

TS TAKEAWAY = Click Collect “now” Orders

My Micros (APP) Current Day Tender View

You can also use the app on the fly to check your current table orders using the Tenders.

1. In the top left of the app once logged in click on the 3 Lines.

2. Then tap tenders

This will show the total Tenders for the current business day in gross sales

For a transaction view you can tap on this tender to expand out each check. You can then drill in and see the content of the check by Tapping to view.

Sales Report

The following report gives some additional information around products and categories sold. For reconciliations please use Stripe reconciliation report as above.

1. Log into http://console-ecms.tabsquare.com

• Select Reports

  • Select Sales

2. Select the Date range (Daily, Weekly and Monthy)

• Click the start date followed by then end date you can also select a Start and end time. You can also add the Start time and end time followed by apply.

• Then select your preferred method either XLS (Excel), PDF or CSV. Excel will be the best format for reviewing.

The Excel export will give you multiple levels of reporting by Pages (Tabs) at the bottom.

• Page 1 will contain the breakdown of Payments this will match your RVC for the date range.

Additional Reporting from Sales Report

Follow steps 1 & 2 from the Sales Report above

Page 2 - List of items and price

Page 3 - Summary of Menu location

Page 4 - Top 5 Items Sold

Page 5 Addons Sold

If there are urgent technical issues or any assistance you need, please reach out to the Service Desk on one of the following methods:

• Log a ticket through Jira: support.minordkl.com.au

• Phone the Service Desk: 1300 383 129 (option 3)

If the Service Desk Team advise you to reach out Tabsquare, please use one of the following methods:

• Live Chat – https://www.support.tabsquare.com

• Email – help@tabsquare.com

Turning off Table Ordering

This should only be used in the event that there has been a failure of internet or POS 1 is uncontactable and you are getting regular failed orders

Follow the below guide to turn off table ordering / TA and contact Support Desk to trouble shoot your POS / internet.

Login to eCMs https://ecms.tabsquare.com at the store level.

• Select Menu Button

• Select Setting

  • Select Smart Web setttings

Select Other Setting and tick the order types that you would like to pause followed by save.

When the customer logins to order the selected order type that has been paused will display the stores as closed.

In your browser, type

“http://analytics.tabsquare.com“

and login using the username and password provided.

The analytics dashboard will give you insights into customer purchases for the selected date range, located in the top right-hand side of the screen.

• Menu Engineering:

1. Operations - Total Sales, ATV, Refunds, number of orders

2. Category – Category sales as a percent, by time. (Note: if you hover the mouse over the subheading it will explain the data)

• Live Data: Snapshot view of todays data

• Promotion Usage: Currently not in use

• CRM: Currently under development

Cross Sells & Upsell:

• Cross sell function – currently only turned on as a banner suggestion at the payment screen.

• Upsell – this data is any ‘add on’ item a customer adds to a meal of beverage