Orders and the KDS Flow
What you will learn: how an order moves through DineNGo from the moment a guest taps Pay to the moment a cook bumps the ticket — and what the admin sees at each step.
Order lifecycle in plain English
- Cart — guest or cashier is still building the order. Not yet in the system.
- Pending — order placed, awaiting payment confirmation (card transit, QR scan window).
- Paid — payment confirmed. The order is committed.
- In kitchen — KDS has received the ticket. The order shows up on every station it routes to.
- Prepared — every item has been bumped on its station's KDS.
- Ready — for dine-in and table service, the order is now waiting to be handed off.
- Closed — order delivered and complete. Shows in Orders as Paid – Closed.
If a payment fails or is voided, the order never moves past Pending; it lands in Voided instead.
Channels
DineNGo treats every order the same regardless of where it came from. The order's Channel badge tells the kitchen and the manager where it originated.
| Channel | Means |
|---|---|
| Kiosk | Self-order kiosk |
| Cashier | Staff-entered at the front counter |
| Table | Table device, server-fired or guest-fired |
| QR | Guest's own phone via scanned QR |
| Delivery | Third-party delivery integration (if enabled) |
Station routing
If you set up stations in 03-Inventory-and-Menu and assigned KDS displays to stations in 04-Devices/02-KDS, each item only appears on the KDS that needs it.
Example: a guest orders a burger, a Caesar salad, and a Coke.
- Hot line KDS sees the burger.
- Salad station KDS sees the Caesar.
- Drink station KDS (optional) sees the Coke. If you skip the drink station, the cashier sees a drink ticket on the receipts printer.
The order in the admin Orders view shows all three items grouped under one order number, so the manager can see the whole check at a glance.
The Orders view (admin)
Open Orders in the sidebar. You can filter by:
- Status (all, pending, paid, prepared, closed, voided, refunded).
- Channel.
- Date / time range.
- Server (for table orders).
- Customer (for orders attached to a loyalty profile).
Click into any order to see the timeline — who entered it, when payment cleared, when each station bumped its items, when the check closed.
🎬 Video — orders display demo: Orders display
Source: Videos/Existing-Updated-Videos/ORDERS display demo NEW.mp4
Re-firing a kitchen ticket
If a ticket is lost in the kitchen or a runner accidentally bumped it early:
- Find the order in Orders.
- Click Re-fire to kitchen.
- The KDS receives the ticket again, marked with RE-FIRE.
Important — this is the only safe way to send a ticket back to the kitchen. Re-printing a customer receipt uses a separate, dedicated button so you do not duplicate the kitchen ticket.
Receipt re-prints
If a guest wants their receipt re-printed after the fact:
- Open the order.
- Click Reprint Receipt (or Email Receipt for a digital copy).
- The receipts printer reprints — the kitchen is not notified.
Recovering a stuck order
If an order is sitting in Pending for more than two minutes (e.g. Clover device froze mid-payment), open the order and choose:
- Retry payment — re-prompts the same tender.
- Change tender — switch to cash or to a different card.
- Void — cancel the order entirely; nothing fires to the kitchen.
Next steps
- Bring staff online: 07-Staff-and-Roles.
- Close out the day: 08-Reports-and-Dashboard.