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Pickup orders from a website

Some restaurants let you order ahead on their own website and pick up at the counter. You pay online first, and the kitchen starts once your order is paid. One page then follows your order all the way: you pay there, get your number there, see when your food is ready, and keep your receipt.

Your order page​

When you place your order on the restaurant's website, your order page opens in a new tab. Keep it open: it is where everything below happens. There is nothing to install, and no account to create.

The page opens in the language you ordered in. You can change the language at the top.

If you ordered from a table at a venue, such as a food court, the table is shown at the top of the page.

The page updates on its own while you watch. If it cannot reach the restaurant for a moment, your order stays on screen with a note: We can't reach the restaurant right now. This may not be up to date.

Review and pay​

Your order lists what you chose, then the subtotal, the taxes and the total. If you ordered for later, the pickup time is shown under the heading, for example Pickup at 12:30 PM.

Tap Pay (the button shows the total). You go to Stripe's secure payment page to pay. Your card details are entered there, never on the restaurant's page.

Back from paying​

When you come back from the payment page, you may see Confirming your payment… for a few seconds. Keep the page open; it moves on by itself once the payment is confirmed.

If you left the payment page without paying, tap Didn't finish paying? to go straight back to it.

Your number​

Once your order is paid, the page shows Your number in large type, for example #12, with your name and the day and time you paid. The counter calls orders by this number and name.

Numbers start again every day. That is why the date is shown: a screenshot from another day is not today's order.

If you ordered for a later time, you see Order confirmed. Your number appears when the kitchen starts your order.

Following your order​

A bar under your number shows three steps: Confirmed, Preparing and Ready.

While the kitchen works, the page shows when your order should be ready: Ready around and a time. It never shows a time that has already passed. If the kitchen falls behind, you see The kitchen is running a little late. New time: with the new time, or Almost ready: the kitchen is running a little behind. when there is no new time yet.

When your order is ready, the page says Ready! and Your order is ready. Show this number at the counter. Below, it shows since when it has been ready and how long it has been waiting. After 15 minutes this turns into Still at the counter. That helps if you ordered for someone else and want to know it has been collected.

A balance to pay​

If the restaurant changes your order after you paid and the total goes up, the page shows Balance to pay with the amount, and Pay it here before you pick up your order.

Tap the pay button under it to pay the balance on Stripe's secure page, the same way as before. Pay it on this page, not at the counter: the restaurant hands over your order once the balance is paid.

Refunds, removed items and cancellations​

If the restaurant gives money back, the page says so:

  • Part of your order refunded. Your order carries on as before, and the page says how much went back to your card. A dish taken off your order stays on the list, struck through and marked Removed.
  • Refunded in full. The page says Refunded in full and the amount back to your card.
  • Cancelled. You see Your order was cancelled and the amount refunded to your card, or Your payment will be refunded to your card. while the refund is on its way. Your receipt is shown below it.
  • The restaurant could not make your order. You see The restaurant couldn't make this order, and whether you have been refunded in full, will be, or were not charged at all.

A refund can come after you have picked up your order. If you keep the page open, or open it again later, it shows there too. How soon it reaches your card's statement depends on your bank.

Picked up: your receipt​

Once you have picked up your order, the page thanks you by name, says Enjoy your meal! and shows when it was picked up.

Below that is your Receipt:

  • the restaurant's business name and address;
  • the order number and order code, your name, and when you paid;
  • what you ordered, the subtotal, each tax on its own line, a service charge if there is one, and the total;
  • the card you paid with, when it is known (Paid with and the last four digits);
  • the restaurant's tax registration numbers.

If the restaurant refunded something, the receipt also shows Paid by card, then each refund (what it was for, its tax and its date), then Net paid.

Tap Print or save the receipt to print it. The same button opens your browser's print window, where you can save the receipt as a PDF instead.

If something goes wrong​

  • Payment couldn't start. Please try again. Tap Pay again in a moment.
  • This order can no longer be paid. Please order again. Place a new order on the restaurant's website.
  • Online payment isn't available right now. Please order at the counter.
  • This order expired. It was not paid in time, so nothing was charged. You can order again from the restaurant's menu.
  • This link is incomplete or We can't find this order. Open the link to your order again, or order again from the restaurant's menu.

For anything else, ask at the counter.

Opening it in Scan. Splt. Pay.​

The order code on your receipt also opens your order at SPLT.ca, like a table order. There, an order placed and paid on a website is view-only:

  • you cannot add items to it, change it, split it or pay it there;
  • the order screen says This online order is paid on the restaurant's website, not here.;
  • the menu shows Online order: Online orders are paid in advance and can't be changed here. To order more, place a new order on the restaurant's website.;
  • on the order status screen, your items are listed under Your order.

To follow your order, pay a balance or get your receipt, use your order page.