Online Ordering (Member App)
Overview
Online ordering is the part of the member app where your customers browse your menu, build a basket, and pay — all from their own phone. They reach it from your merchant page, from a voucher they want to use, or by scanning a table QR code.
Everything on this page is driven by your outlet's Order tab in Online Ordering and by each product's channel settings. If a customer can't see ordering at all, an outlet hasn't been switched on for it yet.
Whose settings decide what
Almost every choice below — which order modes appear, whether pre-orders are allowed, which payment tiles show — comes from the outlet's Order tab. Configure it in Outlet Settings, not in the app.
Starting an order
When a customer taps Order (or Catalogue on a retail-template merchant), the app walks them through a short setup before the menu appears.
- Pick an outlet. The app uses the phone's location to find nearby order-enabled outlets. If you have only one order outlet it's selected automatically. If you have several and the outlet's Show outlet choice setting is on, the customer picks from the list.
- Pick an order mode. The modes shown are filtered by the outlet — Dine in, Take out (pickup), and Delivery each appear only if that mode is enabled on the Order tab. If only one mode is allowed it's chosen for them.
- Set a date and time — only when the outlet allows pre-orders. The customer picks a slot within your allowed days and hours.
- Browse categories, then the menu.
Changing outlet empties the basket
If a customer switches outlet mid-order, the app warns "your cart will be empty" and clears it. Menus and prices are per outlet, so they can't carry over.
Order modes in detail
| Mode | How it's chosen |
|---|---|
| Dine in | Set automatically when the customer arrives via a scanned table QR code — the table number is attached to the order. An outlet that only allows dine-in, opened without a scanned table, shows "Scan table QR code". |
| Take out | Pickup at the counter. Auto-selected when it's the only mode allowed. |
| Delivery | The customer must choose or add a delivery address; the app checks it's within your delivery distance. |
When the customer isn't signed in
If a guest starts ordering, what happens next depends on the outlet's guest login setting:
- Guest ordering allowed — the app offers a Member login / Guest choice. Member login here is OTP only. Guest collects a phone and/or email (per your guest-login type) and creates a guest session.
- Guest ordering set to none — the customer is sent to the full login screen and must sign in or register first.
Browsing and customising a product
The menu lists categories and products with images and the price for the chosen order mode. Tapping a product opens its customisation sheet.
- Variants — pick one option (e.g. size).
- Modifiers — add-ons grouped with a minimum and maximum number of selections; priced modifiers add to the line total, and each value can have its own quantity.
- Bundles / combos — choose the items that make up a combo product.
- Quantity — set how many.
- Remarks — a free-text note on the item, shown only when the outlet allows remarks and the product permits them.
- Live nutrition — calories, protein, carbs, and fat totals update as the customer customises, shown as badges.
Two availability rules can hide or grey out a product: a time window (the item is only orderable during set hours) and stock (sold-out items can't be added).
A "People also order this" strip suggests related products on the menu and in the sheet.
Bookmarks and search
Customers can bookmark favourite products for one-tap reordering, and use the in-menu food search to jump straight to an item instead of scrolling categories.
The basket and checkout
The basket (cart) is where the customer reviews everything before paying. It shows:
- the outlet with a live Open / CLOSED status,
- a date / time selector for pre-orders, with pickup and delivery slots that respect your schedule (shown as an exact time or a time range, per outlet),
- an order-mode switch,
- the delivery address picker for delivery orders, with a distance check,
- the editable cart items,
- the bill, and an optional acknowledgement checkbox and remark field set on the outlet.
The bill
| Line | What it is |
|---|---|
| Subtotal | The items before adjustments. |
| Discounts | Vouchers, loyalty conversions, and program discounts. |
| Delivery fee | Charged on delivery orders. |
| Service charge | Your outlet's service charge, if any. |
| Tax | GST / tax lines, inclusive or exclusive per the outlet. |
| BCRS deposit | A $0.10 beverage-container deposit per qualifying item — Singapore outlets only. |
| Total | The amount due. |
Vouchers at checkout
Tapping Show Voucher lists the vouchers the customer can apply.
- By default only one voucher applies per order. If your outlet's stack-voucher setting allows it, multiple free-item vouchers can stack.
- Combo and free-item vouchers prompt the customer to select the eligible product.
- If a voucher's discount conflicts with a non-stackable discount already on the order, a discount-conflict prompt asks the customer which to keep.
Paying with loyalty
When the outlet allows loyalty payment and the member has a balance, the Pay button first opens a Use loyalty modal. The customer can pay part or all of the order with Store Credit and/or Points — each has a Pay in full shortcut and an amount field capped at their balance and the order total. After applying loyalty, the app continues to checkout.
Loyalty payment is blocked for full-service outlets
On outlets configured as FSR (full-service restaurant), customers can't pay with points or store credit at online checkout. The Use loyalty modal doesn't appear.
Pass to counter
When the outlet has pass to counter enabled, the customer can place the order and pay in person instead of online.
If the basket is empty the app shows a "Your cart is empty" illustration, and clearing a basket asks for confirmation.
Paying and tracking the order
After checkout the customer lands on the order detail screen — their receipt, tracker, and payment screen in one.
- A colour-coded status pill shows where the order stands — green for completed or received, red for void or cancelled, your brand colour in between.
- If any items are still unconfirmed by your staff, payment is blocked until you confirm them.
- The itemised bill repeats every line from checkout, including per-item discounts, "no tax" / "no service charge" tags, BCRS +$0.10 tags, and nutrition.
- A pickup QR code appears on paid orders for the customer to show at the counter.
The Pay sheet
Tapping Pay opens a sheet of the payment methods you've configured for the outlet:
| Method | What the customer does |
|---|---|
| Adyen | Enters card details on the Adyen form. |
| PayNow | Scans a PayNow QR, then taps Check payment; the QR can be downloaded. |
| Point pay (T05) | Pays with Rewardly loyalty points through the hosted point-pay flow. |
| Stripe | Enters card details on the Stripe form. |
| Fiuu | Pays through Fiuu / MOLPay. |
| Atome | Buy-now-pay-later — redirects to Atome and back. |
Which tiles appear is set in Card Payments and Digital Wallets.
Integrated gateways are set up for you
Adyen, Stripe, Fiuu, PayNow, and Atome are connected by the Rewardly team — contact Rewardly support to enable a gateway for your outlets.
- Guests who paid can download a PDF receipt.
- Cancelling an order shows a warning: cancelling removes all loyalty, voucher, point, and store-credit discounts applied to it. This appears when an order was partly paid with rewards.
After paying, a "what would you like to do" prompt offers Order again, Check past orders, or Browse rewards. The screen also refreshes itself live as your staff update the order.
Order history and reordering
The order history list shows every order the member has placed — mode and table number, total, date, order number, and a colour-coded payment-status badge (Pending, Paid, Canceled, Refunded, Processing, or Partially paid). A reorder icon clones an order into a fresh basket; if a basket already exists, the app asks before replacing it.
Table ordering (scan to order)
When a customer scans a table QR code, the app resolves it to the right outlet and table, then drops them straight into the order flow with dine-in and the table number already set. Signed-out customers go through quick login first. If a table already has an open order, scanning reopens it, and a toast confirms "Your order table number is #N". Expired or invalid QR codes send the customer back to the merchant page with an error.
Vend payment (standalone point-pay)
Some merchants embed a standalone Vend payment screen — for example on a vending or self-pay kiosk. The customer sees their loyalty balance and membership, the amount due, and a redeem form, and pays in points (or the program's currency). An OTP step verifies the customer, and not-yet-joined users are prompted before paying.
Related
- Online Ordering (CommerceOS) — switching ordering on per outlet.
- Outlet Settings — the full Order-tab reference behind every choice here.
- Menus — what customers browse, and product channel settings.
- Card Payments · Digital Wallets — the Pay-sheet tiles.
- Loyalty Wallet — the points and credit customers spend at checkout.
- Vouchers — what customers apply under Show Voucher.