What guests see when they order
The guest's journey from scanning a QR code to getting their food, what they are told about table service or collection, and what each message means.
2 min read · Updated
In short: guests scan, order, pay and follow their order on their phone. If one is stuck, find their message below.
What the guest does
- Scans the code. A table's code opens its menu. The every-table code asks them to pick their table.
- Adds items and any options, plus notes if you allow them.
- At Checkout, your service charge is already added. They can pick another amount, or Custom amount to change or remove it.
- Taps Place order or Pay, then sees Order confirmed.
- 01Order confirmed
- 02Sent to the kitchen
- 03With the kitchen
- 04Ready to collect
The order then shows Sent to the kitchen, With the kitchen (with a wait in minutes when known) and Ready to collect. Each counter shows on its own, with a ready text if you send them.
Table service or collection
Each venue's Service setting decides what guests are told. Go to Ordering › Tables and QR, then choose your venue. Under Service, pick:
- Brought to the table: the confirmation tells guests someone will bring their order to their table.
- Collected from the counter: guests still pick their table, then collect.
- Either, the guest decides: guests are told both.
It saves as soon as you pick. What the picker says replaces the line above the table list with your own words. The last progress step still reads Ready to collect when your staff bring the food. Guests cannot choose a collection time.
What their message means
- Closed right now: the menu is outside its Hours.
- This venue cannot take card payments right now. You have not been charged: Square refused the payment for the venue, not the card. Check your Square account can take card payments.
- We cannot take this order at the moment. Please ask a member of staff.: the basket goes to more than one till and no venue is set to take the money. Set Money goes to: see several Square accounts.
- Prices on this menu have changed.: they review the basket and try again. They have not been charged.
- Your session has expired. Please reload the menu to start again.: they reload.
Check it worked
Scan your own code, order, and check it shows in Ordering › Orders.
Need help?
Email support at agent@stampede.ai with:
- The venue and table.
- The exact message, with a screenshot.
- Roughly when.
Good to know
- Allergen tags show only with Show allergens to guests on, in the menu's Policy tab.
- The wait is an estimate, so it shows in minutes, not a clock time.
- To set this up, see order at table.
- Guests pre-order for a booking from your booking page, not a QR code. See set up pre-orders.
Related articles
Guests are not getting the order ready text
Check the text is switched on, your Square KDS is set up to send updates, and whether the message was delivered.The table QR code opens the wrong menu, or nothing
Guests scan a table code and see no menu, the wrong menu or the wrong table. Check the menu is live now, then the zone and the code.A table order has not reached Square or the kitchen
A guest ordered but the till or kitchen has nothing. Open the order in Orders and read its Dispatch row to see where it stopped.An item is showing that should be hidden or sold out
Hide a product or mark it sold out at one venue, take it off one menu, or fix its hours, so guests stop ordering it.