Order Hardware for Shift4 Dine and Employee ID Cards Using the Shift4 Dine Customer Hub (United States)

Description: Learn how to order a Customer-facing Display, Handheld, Tablet, Kitchen printer, Bump Bar, and Shift4 Dine employee ID cards using the Shift4 Dine Customer Hub.

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Availability: United States

Internal

Note: This article is US only. For international accounts (EU, UK, Spain, Germany), please guide the merchant to their Sales representative, as that is who can order equipment. If the Sales Representative is the one calling and they need assistance with ordering, please guide them to reach out to their Head of Sales or Partner Manager for assistance. If they do not know who they are, let him know to create an Office type case in the Partner Portal.

Order Hardware

Refer to the information below to order Shift4 Dine hardware, including:

• Customer-facing Display
• Handheld
• Tablet
• Kitchen printer
• Bump Bar

To watch more how-to videos, visit our video section.

1. Log in to the Shift4 Dine Customer Hub.
2. Select Orders > Hardware from the left navigation menu (located near the bottom).
   
3. On the Hardware tab, select the quantity of the item and then Add to Cart.
   
4. Review the pop-up window displaying what you have added to your cart. If you are not adding additional items, select Proceed to Checkout. Otherwise, to add more items, select Continue Browsing.
5. Confirm your information, including your location name and your contact and shipping information.
6. Select the Terms and Conditions link to read them and check the acknowledgment box when you are finished reading.
7. Select Place the Order to complete your order.
8. You will receive confirmation of your order. It will be charged to your account and reflected on your monthly statement.
   

Internal:

Equipment List is Not Present in the Customer Hub

If the merchant wants to order additional equipment (Tablet, Workstation, Customer-facing Display, Kitchen printer, Barcode Scanner, etc.), but the equipment is not present in the Customer Hub Orders > Hardware, proceed with the Support Order Placement Form and the following steps:

1. Verify the Owner. ONLY verified owners can order additional equipment.
2. Enter the case number.
3. For the “Is this related to a Disaster Relief Request?” section, select No.
4. For the "Identify the Customer Type" section, select End 2 End.
5. For the “Is this a swap or a request for an additional piece of equipment?” section, select Additional Equipment. Then, select Next.
6. In the Additional Equipment Notification window, please refer to the pricing matrices listed in the form and make sure the merchant is aware of the fee being incurred. As long as the merchant approves of this fee, you may continue filling out this form by selecting the Next button.
7. Enter Merchant ID / DBA.
8. Ask the merchant where they would like to receive the equipment.
   • If they want to receive the equipment at the business address, select DBA.
   • If they want to receive the equipment at a different address, select Other. Additionally, enter the address in the "Other Address" section.
9. For Software Brand, select Shift4 Dine.
10. In the Equipment Selection window, select the equipment group that matches your case. Then select the Additional Equipment and their quantities.
11. To confirm, select Submit.

Equipment Order Shipping Inquiry 

If the merchant has placed an equipment order, but the order was never shipped to them, proceed with the following steps:

1. Confirm that the order number exists. Order numbers can be checked via the Customer Hub or Archos:
   • Customer Hub: Navigate to the Customer Hub and select Order > Supplies > POS System and Supply Orders > POS Orders to check the order number and status.
   • Archos: Navigate to the Archos > Enter MID > Orders to check the order number (OrderID) and status (Order Status).
   • If the order number is not present in the Customer Hub and Archos, placing a new order might be necessary.
2. If the order number exists, confirm the order has been in the queue for over 24 hours.

Submit an Internal Escalation Shipping(Deployment) Support Workflow for further troubleshooting steps.

Internal:

Ordering Employee ID Cards for UK/EU/CA Merchants

Ordering employee ID cards via the Customer Hub is currently unavailable for UK/EU/CA merchants. To order employee ID cards, you can escalate through your standard escalation path or proceed with the Order Manager Cards in Archos procedure.

Important: Select Ship From: LT Office if you are creating an employee ID card order for Europe (Ireland).
If the merchant is from the United Kingdom, select Ship From: London, UK (Givex). You don't have to change anything if it's being ordered for Canada.
If a merchant from the EU/UK/CA needs additional equipment, please let them know to reach out to their partner with that request.