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When a customer places an order, storekit sends it to your Syrve terminal group. This page covers how orders are mapped and what you need to configure — everything here lives under Syrve Order Complications on the Syrve Settings page.

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When Orders Are Sent

Orders are sent to Syrve as soon as they’re placed. The order shows as syncing while storekit waits for the till to confirm it, and is marked Accepted only once Syrve has the order — so an accepted order is one that’s really on the POS. Pre-orders are sent immediately by default, so they appear on the till as soon as they’re placed. Turn on Buffer Orders to hold pre-orders and dispatch them closer to the scheduled time instead. A held pre-order can be pushed to the till early with Resend order to POS — the confirmation warns that this cancels the scheduled send.

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Terminal Group

Orders land on the Terminal Group you select — this is the till (or group of tills) in your Syrve organization.
A terminal group whose till is offline shows an (asleep) suffix in the dropdown. Orders sent to a sleeping terminal group are not picked up: Syrve times out after a few minutes and the order is marked failed in storekit. This is the most common Syrve order failure — see Orders Failing: Till Asleep.

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Order Types

Syrve requires an order type on every order. You map one per fulfillment method — each dropdown only offers Syrve order types of the matching kind:
  • Delivery Order Type — used for delivery orders (Syrve’s courier-delivery kind)
  • Pickup Order Type — used for pickup orders (Syrve’s customer-collection kind)
  • Table Order Type — used for at-table orders, which open a tab on the POS (see Dine-in); set it to Not used if the store doesn’t take at-table orders

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Payments

storekit records the payment on the Syrve order so the till doesn’t ask for it again:
If the payment type for an order’s payment method isn’t configured, the order is still sent — just without a payment, so staff have to close the payment on the till. Set both types before going live.

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Tips

Set Tips Type to have tips reach Syrve as tips, recorded separately from the payment. Without a tips type the tip stays inside the payment total — the money still reconciles, it’s just not broken out as a tip on the POS.

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Discounts, Service Charges & Delivery Fees

Use a flexible-sum charge from Syrve Office as the Service Charge. Syrve’s percent-based charges recalculate their own percent on the POS and ignore the amount storekit sends, so the figure on the check won’t match the order. Syrve also only allows a single charge of this kind per order — which is why the service charge and delivery fee arrive combined.

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What Syrve Receives

Each order carries the customer’s name and email, their phone number (converted to international format; the store’s own phone number is used when the customer’s can’t be), the storekit order code, all items with their sizes and modifiers, any order notes as the order comment, the delivery address (for delivery orders), the payment, tip, discount and charges as configured above, and the scheduled time for pre-orders.

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Order-Status Updates

With webhooks enabled, Syrve pushes kitchen progress back to storekit, which maps onto your order status: Statuses only move forward — a late or duplicate update never moves an order backwards.
An order voided on the till is not cancelled in storekit: a paid order must be cancelled (and refunded) in storekit, by you. storekit flags the order so staff can resolve it deliberately.

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Cancelling an Order

Cancelling a pickup or delivery order in storekit also cancels it on the POS, using the Cancel Cause you’ve selected (Syrve requires a cancel cause; pick one under Syrve Order Complications). At-table tabs can’t be cancelled through the API — void the tab on the till.

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When an Order Fails to Reach the Till

If Syrve rejects an order — or the till never confirms it — the order is marked failed in storekit with the reason shown on the order. The customer’s order still completes, so you never lose it. Once the cause is fixed, open the order, use Resend order to POS, and confirm. One class of failure can’t be recovered that way: an order that timed out on a sleeping terminal group already exists inside Syrve in an error state, and Syrve rejects the re-send as a duplicate — ring it into the till manually. Common causes and fixes are in Troubleshooting.