• This feature is only available to merchants who enabled it before June 15, 2020 or who use BigCommerce integration.
  • If enabling online ordering after June 15, 2020, follow the steps here instead to set up ShopKeep eCommerce, then enable eCommerce online ordering.
  • Online Ordering

    Use Online Ordering to set up a custom website with your menu items and offer your customers the ability to place orders from that website for pickup. These orders are sent directly to a register of your choosing and connected ticket printer for easy tracking and preparation. When an order is ready, your customer is notified via SMS so they can pick it up and pay for it in your store.

    Table of Contents

    Online Ordering Basics

    First, some basic information about how the Online Ordering feature works.

  • Accept orders placed from a custom ShopKeep website.
  • Online orders are accepted on one register at a time and do not sync to other registers via Saved Sales Sync.
  • Customers must pay in store at the register for online orders. Online payments are not currently available.
  • Online orders can be received if no staff are signed in to the register as long as the ShopKeep Register app is open on your iPad. Register Managers can pause and reactivate Online Ordering from the Main Menu.
  • When an online order is received, a new saved sale is created at the register and a kitchen ticket prints if you use a kitchen printer. If you only have a receipt printer, a chit will print at the register printer.
  • Items with variants, unit priced items, and items that are priced at the register are not included in the online menu but can be added to the order at the register when the customer picks up.
  • Departments are listed alphabetically on the online ordering menu with items listed alphabetically within each department.
  • Add Online Ordering

    If Online Ordering is not part of your current pricing package, follow the steps below to upgrade to a package that includes this feature.

    If your current package includes Online Ordering, skip this section and follow the steps here to set it up.

    1. Sign in to BackOffice as the Business Owner or as an employee with 'Manage Account' and 'Manage Online Ordering' permissions.

      Learn more about customizing BackOffice access here.

    2. Click ‘Marketing’ and select ‘Online Ordering’.

      If you don’t see ‘Online Ordering’, visit our Online Ordering Troubleshooting guide for help.

    3. Click ‘Add Online Ordering’.

      Don’t see this page? Contact us to ask about upgrading your pricing package.

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    4. Follow the prompts to upgrade to a pricing package that includes online ordering.
    5. Follow the steps to set up online ordering.

    Online Ordering Setup

    Online Ordering setup takes place in BackOffice. Once enabled, a customizable URL is generated for you to share on your website, Facebook page, etc. which customers can visit to place online orders. Manage the items that appear on the Online Ordering menu from the Menu page in BackOffice.

    1. Sign in to BackOffice as the Business Owner.
    2. Click ‘Marketing’ and select ‘Online Ordering’.

      If you don’t see ‘Online Ordering’, visit our Online Ordering Troubleshooting guide for help.

    3. Click 'Turn on Online Ordering'.

      To turn on online ordering, at least one register must be activated and a business name, address, and phone number must be entered in receipt settings.

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    4. Click 'Menu' on the Online Ordering settings page to access the online menu.
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    5. Toggle items on or off to show or hide them from appearing on the online menu.
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    6. Click 'Save'.
    7. Click 'General' to return to the Online Ordering settings page.
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    8. Review the business information for your store (taken directly from receipt settings). To make changes, click 'Update Info'.
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    9. (Optional) Customize the ‘Order Link’ customers visit to place online orders.
      a Click ‘Edit’.
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      b Enter a new URL slug.
      The slug must be 5 – 32 characters long and contain only lowercase letters, numbers, and dashes.
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    10. Select the register at which you would like to receive online orders from the ‘Send Orders To’ drop-down.

      Only one register can receive online orders at a time. Online orders do not sync to other registers via Saved Sales Sync.

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    11. (Optional) Select the amount of time it will take to prepare orders from the ‘Pick Up Time’ drop-down.

      This estimate will appear on the online menu to let customers know approximately how long it will take their order to be made.

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    12. Toggle ‘Accept Orders’ to green to enable.

      Disable this setting at any time to turn off or pause online orders. Online ordering can also be paused at the register from the Main Menu.

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    13. Click 'Save'.
    14. Visit the order link to preview the online menu.

      If you need to change inventory items, business information, or settings on the menu, repeat the relevant steps above.

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    15. (Optional) Embed the order link on the website or social media pages of your business.
    16. At the register, open the Main Menu and tap 'Get Updates from BackOffice', then ‘Get Updates’ to sync the changes.

    Continue below to learn how your customers place orders online and how cashiers manage orders at the register.

    Enable & Disable Menu Items

    After setting up Online Ordering, manage the items that appear on your online menu to control what customers can order. Enable specific items to allow customers to order them and disable items you want to prevent from being ordered.

    1. Sign in to BackOffice as the Business Owner.
    2. Click ‘Marketing’ and select ‘Online Ordering’.

      If you don’t see ‘Online Ordering’, visit our Online Ordering Troubleshooting guide for help.

    3. Click 'Menu' on the Online Ordering settings page to access the menu.
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    4. Toggle items on or off to show or hide them from appearing on the online menu.
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    5. Click ‘Save’.

    Placing Online Orders

    Learn how your customers create online orders and submit them for pickup.

    1. From the online menu, your customer clicks an item to add it to the order.
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    2. (Optional) They can update the quantity and/or select modifier options.
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    3. Then they click 'Add'.
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    4. (Optional) They repeat steps 1 - 3 to add additional items to the order.
    5. After adding all items to the order, they click the shopping cart.
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    6. They review the order items, then click 'Checkout'.

      To remove items, customers click the ‘X’ next to an individual item or use ‘Empty Cart’ to remove all items.

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    7. Customers enter a mobile phone number to associate with the order.

      This number will receive text message updates about the status of the order.

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    8. They click 'Send order' to place the online order.
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    9. An order confirmation appears, then they click 'OK' to dismiss it.
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    Your customer will receive a text message after the order is placed and a new saved sale will appear on your selected register. See the section below on how to manage this new order.

    Manage Online Orders

    Learn what cashiers see when online orders are placed and how to fulfill online orders at the register.

    1. At the register, when an online order is placed, a new saved sale is created with the label 'Online Order' and the customer phone number.
      • New orders appear on the saved sales screen of the register selected during setup and are labeled ‘OO: Received’. A badge is added to the menu button, counting each open online order.
      • If you use a ticket printer, a ticket will print automatically when the order is received. This ticket will include a note at the bottom that says ‘Online Order’ and the customer’s phone number. If no kitchen printer is available, a chit will print at the register receipt printer with the same information.
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    2. When the order has been made and is ready for pickup, tap the saved sale to open it, then tap ‘...’ and select 'Mark Ready'.

      Don’t see ‘…’? Tap ‘More…’.

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      Orders marked ready will be labeled ‘OO: Ready’ on the saved sales screen. A text message will automatically be sent to the customer letting them know their order is ready for pickup.

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    3. When the customer picks up the order, close the saved sale to accept payment for the order.

      Items with variants, unit priced items, and open priced items can be added to the order at the register before closing the sale.

    If run into any issues along the way, visit our Online Ordering Troubleshooting guide for help.