Accept or reject an online order
An order that arrives from your storefront with the card already authorised lands in Needs acceptance. The money is held but not taken. Nothing has gone to the kitchen yet.
The screen states the position plainly:
Payment is authorized on hold. Accept to charge and send to kitchen, or reject to release the hold.
Accept
Section titled “Accept”Accept does two things in one step: it charges the authorised amount, and it sends the order to the kitchen. If your printers are set up, the kitchen ticket prints at the same moment.
If the charge succeeds but the print does not, you get “Accepted, but kitchen print failed”. The order is live and paid — the ticket just did not come out. Print it again from the row’s Print → Kitchen receipt, and check Orders not printing.
Reject
Section titled “Reject”Reject releases the hold. The customer is not charged.
You are offered an optional reason:
Optional reason for the customer (leave blank to skip):
Use it. “Out of the lamb tonight” turns a bad experience into an honest one, and it costs you one line of typing.
Who can do it
Section titled “Who can do it”Accepting and rejecting need the manage orders permission. Owners, managers, waiters and cashiers have it by default. It is not plan-gated.
Why hold rather than charge
Section titled “Why hold rather than charge”Authorising rather than charging means a storefront order you cannot fulfil never becomes a refund. A released hold leaves no trace on the customer’s statement; a refund does, and it costs you the processing fee and a support conversation. This is the single most useful habit to teach new staff on the Orders screen: reject fast, do not accept-then-refund.