1. Establish where the online order goes next
Start by mapping your enabled workflow, rather than assuming every system is connected. NeroWeb supports menus, product options, configured collection or delivery and checkout. Whether an order then appears in another system, produces a printed ticket or needs staff intervention must be confirmed for your setup. Do not assume that using NeroPOS alongside NeroWeb establishes a particular connection.
Choose how staff will pass orders into preparation. An automatic route, where supported and configured, needs checks for missing or duplicate output. A manual handover needs a named person and a clear way to mark an order as passed on. Either way, identify the record staff should consult when two screens disagree.
- List each handover from checkout to kitchen and customer handover.
- Mark each handover as automatic, manual or not yet confirmed.
- Ask the team to confirm any supported connection or device before relying on it.
2. Follow a labelled sample order through checkout
Hypothetical example: a customer orders two vegetable curries, selects mild for one and hot for the other, adds one rice and chooses collection. Use this basket to check whether product options remain attached to the correct item. Run a controlled check using a testing approach agreed with your provider; do not assume a test-payment facility is available.
Compare the customer-facing basket with the order record available to staff. Check quantities, option labels, the amount due and the selected fulfilment method. If collection timing is offered in your setup, verify that the selected timing is carried through accurately. Availability and stock controls also depend on configuration, so establish what happens when an item cannot be supplied.
- Record the sample basket and expected total before checkout.
- Note the order reference shown, if available.
- Compare the submitted order with the record staff will use.
3. Verify payment without guessing from the ticket
Payment status and preparation status answer different questions. A kitchen ticket tells staff what to make; it should not be treated as proof of payment. Likewise, a customer confirmation screen alone should not replace the merchant-side payment check agreed for your workflow. Confirm which record shows the status staff should use and how it is matched to the order.
For a UK restaurant, ask which payment methods are enabled for your UK merchant setup and what the displayed statuses mean. If payment is unclear, avoid asking the customer to pay again immediately. First compare the available order reference, amount and time with the appropriate payment record. Agree who can resolve uncertainty before preparation or collection.
- Confirm the authorised place to check payment status.
- Match the payment to the sample order using available identifiers.
- Document the response to an unclear status or a suspected duplicate payment.
4. Check preparation instructions and receipt output separately
Follow the sample curries into the kitchen using the enabled route. If tickets are printed, check that the intended printer receives a readable instruction. If staff transfer the order manually or use another supported preparation view, check that route instead. Do not infer printing, routing or automatic retries from the presence of online ordering.
The observable success check is that the kitchen receives one complete preparation instruction, with mild and hot correctly assigned, and staff can match it to the original order. Then inspect any configured receipt output separately: quantities, options, amount and fulfilment details should agree with the order where shown. A readable customer receipt does not prove that the kitchen received its instruction.
- Check the actual preparation destination during the controlled test.
- Compare item options and quantities with the original basket.
- Verify receipt output through the method enabled for your setup.
5. Resolve missing handovers before the next service
If the order exists but no preparation instruction arrives, trace the last confirmed handover. Check the configured destination and, where relevant, device power, connectivity and visible error messages. Before manually sending or printing again, establish whether the kitchen already has the order. An unchecked retry can result in two meals being prepared.
Escalate unresolved issues to the relevant provider with the order reference, time, affected stage and expected versus actual result. Share only the customer information needed, and never send full card details. Your next action is to record the verified route, nominate a shift owner and repeat the controlled check after any relevant menu, checkout or routing change.
GOOD TO KNOW
Common questions
Does NeroWeb automatically print a kitchen ticket?
Do not assume so. Kitchen routing and output depend on your merchant setup. Confirm the supported workflow and any device requirements with the team.
What if the customer says they paid but staff cannot confirm it?
Check the agreed merchant-side payment record against the order details before requesting another payment. Escalate an unresolved mismatch through your provider’s support process.
Can we use collection and delivery in the same check?
Test each enabled route separately. Their required details and handover instructions differ, so a successful collection order does not verify your delivery workflow.
Does included NeroWeb software mean payments are free?
No. With an eligible NeroPay card terminal, NeroWeb software can be included without an additional software subscription charge. Terminal costs, payment processing charges, applicable delivery costs, eligibility and terms still apply.