thread Re: Phone orders in Payments Troubleshooting

Phone orders

PaulWard — Sun, 21 Sep 2025 11:02:39 GMT

hi guys we manage a small family run takeaway and want to start taking phone orders , we want to take the order and put it through the till so the kitchen can begin working on the order so customers who are travelling to us are able to order in advance come in collect and pay.

Is there anyway to do this without putting the order through the till twice ?I am not getting anywhere with chat support and want to see if anyone here has found a workaround ? it seems as though square is set up more for restaurants rather than takeaway which is a shame.

Any help is much appreciated

Re: Phone orders

k_atie — Wed, 12 Jul 2023 07:53:32 GMT

Hey @PaulWard, thanks so much for your post! Happy to help you get started with over-the-phone payments. 😊

You can manually process payments using the Square app on your mobile device. To manually enter a payment on the Point of Sale app:

Ring up a transaction by adding items from the Library tab or entering custom amounts from the Keypad tab.
Tap Charge to process the payment. Note: If you’re using a mobile device, or your tablet is being used in Portrait mode (vertically), tap Review Sale > Charge.
Tap Manual Credit Card Entry > enter the card number, expiration date, security code and the customer’s billing postcode.
Tap Charge.

If your customer isn’t present, you can also accept a payment using the Virtual Terminal in your online Square Dashboard. The fee is the same and you can find step-by-step instructions for accepting payments from your computer in our Support Centre. You can also check out this article on our Town Square which gives some additional information on using Square to take over-the-phone payments.

Note: The fees for card-not-present payments processed via the Point of Sale app or Virtual Terminal are 2.5% per transaction

Hope this helps! Let me know if you have any further questions, I'm here if you need anything.

Re: Phone orders

PaulWard — Wed, 12 Jul 2023 08:31:25 GMT

Hi Skyler I appreciate your response on this but this isn't what we want to do. With it being a walk in takeaway with high volume of orders with the orders that come in over the phone is there anyway to put the phone order through to the kitchen without charging the customer and once the food is ready and they collect charge them then ?

Re: Phone orders

Sam_400º — Wed, 12 Jul 2023 11:23:14 GMT

Hey @PaulWard - use the open tickets function.

As far as the kitchen is concerned it's just like any other order.

When they come in to collect, recall the ticket and pay.

Personally I much prefer customers placing their own orders online.

Re: Phone orders

PaulWard — Wed, 12 Jul 2023 11:47:37 GMT

Hi Sam ,

How do I use the open tickets function and get the ticket to the kitchen before someone pays ? At the moment on my square register I take the order , I am then prompted for the person to pay , they pay and the order is routed to the kitchen. On my register there are no open tickets under the open tickets function but they are showing then in the kitchen KDS ? any help is much appreciated

Paul

Re: Phone orders

Sam_400º — Wed, 12 Jul 2023 19:06:14 GMT

Hey @PaulWard - this article should be what you need.

Re: Phone orders

TheBoeRigg — Sun, 04 Feb 2024 22:02:45 GMT

We have a restaurant that also has delivery collection, we currently have square for restaurants & square online, bother managed from square register. We want to be able to take telephone orders that use the items from online categories as we have two pricing structures. We can work around the current set up but the items are taking from the main menus.

Is there a work around or Beta planned ?

Thanks

Re: Phone orders

Summer2024 — Mon, 05 Feb 2024 22:21:44 GMT

Hi there, @TheBoeRigg! 😀👋

The only workaround I could think of for taking phone orders, would be to duplicate the items and their online prices and then differentiate which is in-store and which is phone orders in the categories on the POS.

This would be the only way I can think of that would allow you to take phone orders and give them the online ordering prices.

Tagging a food & beverage seller who may have some better insights. @Sam_400º

Re: Phone orders

TheBoeRigg — Mon, 05 Feb 2024 23:02:35 GMT

Thanks @Summer2024, in that process now,

regards