> ## Documentation Index
> Fetch the complete documentation index at: https://storekit.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# PointOne Orders

> How storekit sends pickup, delivery and table orders to PointOne, what each order carries, and what to do when an order fails to reach the till.

Once **Integration Status** is on, every storekit order — prepaid or pay-on-collection — is sent to your PointOne site as soon as it's placed. You don't need to accept orders in the dashboard first.

## Order Types

storekit maps each order to one of PointOne's order types from the fulfilment method:

| storekit order  | PointOne order type | What's included                                                                                 |
| --------------- | ------------------- | ----------------------------------------------------------------------------------------------- |
| Pickup          | Collection          | Customer name, phone and email, items and modifiers, service charge, tip, discounts, order note |
| Delivery        | Delivery            | Everything above plus the delivery address, postcode, delivery instructions and delivery cost   |
| Table (dine-in) | Table               | Everything in a collection order plus the PointOne table ID the guest ordered from              |

Each order also carries the order total, a payment type (*Cash* for pay-on-collection orders, otherwise a card/app payment), and storekit's order ID as the transaction reference so you can trace an order between the two systems.

## Pre-Orders

Pre-orders are sent to PointOne immediately, with the requested date and time in your store's timezone. PointOne receives the order straight away rather than storekit holding it back — there is no order buffering for PointOne. If your kitchen relies on the till to sequence pre-orders, check how your PointOne site handles orders with a future required time.

## Order Notes

**Order Note Template** on the PointOne settings page controls the note attached to each order in PointOne. Variables are written as `{{variable}}`; click **Insert Variable** to pick from the available customer, order, table and delivery fields, and **Preview** to check the result with sample data.

Leave the template empty and the note contains only the customer's own order notes. With a template, the customer's notes are appended after your template text, separated by `-`. Emoji are stripped from customer notes before they're sent.

<Tip>
  A short template such as `{{orderCode}} {{fullName}} {{phone}}` gives kitchen staff the details they most often need without scrolling through a long note.
</Tip>

## Successful Orders

When PointOne accepts an order, storekit marks it **Accepted** and stores PointOne's order number against it. Once an order has a PointOne order number, **Resend order to POS** is no longer offered for it.

## Failed Orders

If PointOne rejects the order or can't be reached, storekit marks the order failed and shows the reason PointOne gave — or *no reason provided* — in the warning at the top of the order page: *Something went wrong sending this order to the POS*.

To send it again, open the order under **Orders**, open the actions menu and click **Resend order to POS**. storekit builds the order afresh and submits it to PointOne. Nothing changes for the customer — the resend is only about getting the order onto the till.

<Warning>
  A failed order is still a live order the customer is expecting. Until you resend it or key it into PointOne manually, the kitchen won't see it. Prepaid orders have already been charged; pay-on-collection orders still need to be paid at the till when the customer arrives.
</Warning>

Network errors are retried automatically a few times before an order is marked failed. Rejections from PointOne — an unknown PLU, a closed site, an invalid table — are not retried, because the same order would fail again; fix the cause first, then resend.

Common causes:

* The item's PLU has changed or been removed in PointOne — run a [menu sync](/docs/guides/integrations/pos/pointone/menu-sync) and resend.
* The storekit table's POS ID doesn't match a PointOne table — see [Pay at Table](/docs/guides/integrations/pos/pointone/pay-at-table#table-mapping).
* The **API Key**, **Site ID** or **Organisation ID** is wrong — re-check them on the settings page.

## Next Steps

<CardGroup cols={2}>
  <Card title="Pay at Table" icon="credit-card" href="/docs/guides/integrations/pos/pointone/pay-at-table">
    Let guests pay their PointOne bill from their phone
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/docs/guides/integrations/pos/pointone/troubleshooting">
    Fix orders that keep failing
  </Card>
</CardGroup>


## Related topics

- [PointOne POS](/docs/guides/integrations/pos/pointone/overview.md)
- [PointOne Troubleshooting](/docs/guides/integrations/pos/pointone/troubleshooting.md)
- [Connecting PointOne](/docs/guides/integrations/pos/pointone/connect.md)
- [PointOne Menu Sync](/docs/guides/integrations/pos/pointone/menu-sync.md)
- [PointOne Pay at Table](/docs/guides/integrations/pos/pointone/pay-at-table.md)