Orders

Every order placed on storekit is sent to Comtrex as a new guest check the moment it’s paid. The check carries each product and modifier by POS ID, the table number for dine-in, the sales type you configured, any discount, tip or service charge, an order note, and a payment line so the check is already settled on the till.

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How an Order Reaches the Till

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What’s on the Check

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Order Handling Settings

Go to Stores → your store → Settings → Integrations → Comtrex and scroll to Order handling. Click Save after changing anything here.

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Buffer Orders

The Buffer Orders toggle is shown but disabled for Comtrex — you can’t change it from the dashboard. Scheduled orders are instead handled by the till itself as Comtrex future orders (below). If you need storekit to hold scheduled orders back until nearer the time, contact storekit support to have buffering configured.

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Send Gratuity Amount

When on, a tip added at checkout is sent to the till as a service charge line against your Tip ID media. When off, tips stay in storekit only and the till check doesn’t include them. Pay-at-table tips are always sent, regardless of this setting.

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Order Note Template

Controls the text sent as the check’s Instructions. Leave it empty and storekit sends the customer’s own notes. To include order details, type a template and use Insert Variable to add placeholders such as {{orderCode}}, {{fullName}}, {{phone}}, {{customerNotes}}, {{tableName}} or {{deliveryFullAddress}}; Preview shows how it will read on the till. Comtrex allows 255 characters — longer notes are cut short.

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Cover Count

Sets how many covers the check is opened with. The options are fixed:

• Do not send — no cover count on the check
• Automatic (number of diners) — the number of diners the guest chose when ordering at a table; 0 if they weren’t asked
• Fixed value — the number you enter in Cover Count Value (which appears when this option is selected); 0 is allowed

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Scheduled Orders

Orders placed for later are sent to the till straight away as a Comtrex future order rather than held in storekit. The check carries:

• PickupDateTime — the time the customer chose, in your store’s timezone
• TriggerDateTime — that time minus your store’s Preparation time (the Pickup value for pickup orders, otherwise the store’s default prep time), so the till releases the check to the kitchen when it needs to start

ASAP delivery orders are also sent as future orders with the estimated delivery time as the pickup time and an immediate trigger, so the till shows when the order should be ready. If a scheduled order is cancelled in storekit before its time, storekit sends a CancelOrder to the till for that check.

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When an Order Fails

If the till rejects the order or can’t be reached, storekit retries several times with increasing gaps between attempts. If every attempt fails:

• The order is marked as Failed in Orders, with the till’s error text shown on the order page after Something went wrong sending this order to the POS:
• An email headed Comtrex Issue is sent to your store’s email address
• If the store has a storekit printer, the order is printed so the kitchen still receives it
• The customer has already paid, so fulfil the order manually and fix the cause

Once the cause is fixed, open the order in Orders and choose Resend order to POS from the actions menu — it’s available on any order that doesn’t yet have a POS receipt. See Troubleshooting for the common causes.

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