1. Decide which orders need a payment request
Start with one clearly defined use, such as takeaway orders agreed by telephone. Avoid introducing several different arrangements at once. Staff need to know when to request the full amount, when to seek a manager’s approval and when the customer should pay through another agreed route.
Choose who owns each part of the process. The person taking an order might prepare the request, while a supervisor checks the amount. During a busy service, that division only works if both people use the same order record. Before proceeding, ask NeroPay to confirm payment-link availability, setup requirements, charges and applicable terms.
- Write down the first type of order you will accept through this process.
- Name the person responsible for sending requests and the person covering their absence.
2. Create a reliable link between payment and order
Give every order a reference before preparing the payment request. Use a format that staff can read back easily and distinguish from other orders on the same day. Keep that reference alongside the agreed items, quantities, customer contact details and collection time in your restaurant’s order record.
Ask which reference or description fields are available in the payment service and what customers will see. Do not assume that a request automatically updates your till or order system. If staff must match payments manually, document that handover and use the same reference consistently. Keep payment descriptions limited to what is needed to identify the order.
- Read the order reference back to the customer.
- Check how staff will find the matching payment record.
- Confirm whether matching is manual or supported by an available feature.
3. Explain the total before sharing the link
Read back the order and state the exact amount requested. Explain whether it covers the whole order or only an agreed part, and identify any balance still to pay. Where delivery or another charge applies, make it clear before the customer agrees. Do not leave customers to work out why a request differs from the menu total.
Prepare a short accompanying message with the restaurant name, order reference, amount, purpose and agreed collection arrangements. Explain how the customer can contact you if something looks wrong. Confirm the intended recipient and contact details before sending; a correctly calculated request can still cause confusion if it reaches the wrong person.
- Compare the requested amount with the final agreed order total.
- Check the recipient’s contact details.
- Review the message from the customer’s point of view.
4. Rehearse a complete order handover
Hypothetical example: a customer telephones to order two takeaway meals for collection at 7 pm. The agreed total is £28, with no outstanding balance once paid. A staff member records reference T014, reads back the items and collection time, then prepares a payment request for £28 using the confirmed service workflow.
The accompanying message identifies the restaurant, reference T014 and the agreed total. After the customer pays, the designated staff member checks the payment status through the service’s agreed confirmation method and records the result against T014. The kitchen and collection team then follow the restaurant’s stated preparation policy. These details are illustrative, not NeroPay prices or a description of guaranteed product features.
- Rehearse with a sample order before using the process during service.
- Check that another staff member can trace the order without asking its original taker.
- Confirm any supported testing method with the team before attempting a transaction.
5. Check mistakes and unresolved payments
Sending a link is not the same as confirming payment. Agree which payment status staff must check and where they should check it. Do not rely solely on a customer’s screenshot or a message saying payment is complete. Before sending a second request, inspect the original record to avoid asking for payment twice.
Plan for changes before they happen: an extra item, an incorrect amount, a missed collection or a customer who cannot complete payment. Confirm how corrections, cancellation and refunds are handled in the available service. Keep unresolved orders visible at shift handover, with a named person responsible for following up rather than leaving several staff to send separate reminders.
- Check the amount, reference, recipient and payment status before chasing.
- Record changes and tell the customer clearly what happens next.
- Review unresolved requests at the end of each shift.
GOOD TO KNOW
Common questions
Does a payment link automatically update our restaurant till?
Do not assume it does. Confirm available features and any supported connection with NeroPay. Until confirmed, plan a clear manual matching process using your order reference.
What should we do if the order changes after sending?
Check the original payment status first. Explain the revised total to the customer, then follow the confirmed correction process rather than immediately issuing another request.
What if a customer says they have paid but we cannot match it?
Check the order reference, amount and payment record through the agreed confirmation method. Ask the designated supervisor to investigate before requesting payment again or marking the order as paid.