Held Orders on Echo

Description: An order can be placed on hold to be recalled at a later time. This is ideal for Pickup order situations but can also be used for a restaurant. Review various functions of held orders below.

• How Does an Order Get Held?
• Stuck Held Orders
• What to Do with Held Orders?
• Common Issues Caused by Held Orders

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How Does an Order Get Held?

• You can choose to place an order on hold by selecting HOLD above the ticket.
• If the system times out while the order is opened, that order will automatically be placed on hold.
• You can also place tickets on hold from the payment screen before accepting a payment.

Important: There are several known issues where paid orders will show up on hold but indicate a full payment has been made. (This is common in versions 1.7.0 through 1.8.1).

Stuck Held Orders

When an order remains on hold after attempts to complete or void it have failed, try to remove the stuck order by performing the following tasks in this order: 

1. Clear data and try again.
2. Speak with someone who can link your terminal to the account to verify the held order.
3. Escalate to a higher tier/SME/Supervisor with the details of the order and troubleshooting steps performed.

What to Do with Held Orders?

Confirm that all held orders are completed or voided as needed each day. If there is a payment on the order but you cannot complete the ticket, use a $0.01 cash payment to finish the transaction.

Common Issues Caused by Held Orders

Reporting Discrepancies

The system calculates held orders with payments in the Payments Total but the payments do not batch.

Note: Credit Card payments will show in the Auth Log even if the order is held.

• If your business accepts tips, the totals will not be finalized.
• If your business does not accept tips, all of the payments will be finalized.

Unable to Complete End of Day

Under General Settings > Manage Day End > Block if Tickets Held, if there are held tickets and this setting is set to Yes, you will be unable to successfully complete EOD. Complete or void each held order and try again.

If there are too many held orders, switch Block if Tickets Held to NO so you can process EOD while you take time to complete the held orders.