ItsaCheckmate FAQ

Q.

Which POS companies do you integrate with?

A.

We have custom-built, direct integrations with over 40 different Point of Sale Systems and we are always adding more. For more details, please visit our website: https//www.itsacheckmate.com/#pos-integrations

Q.

Which delivery services do you integrate with?

A.

We have custom-built, direct integrations with 100+ online delivery services and are always adding more. For more details, please visit our website: https://www.itsacheckmate.com/#party-integrations

Q.

Will I still need to use the tablet(s) for my delivery services after integration?

A.

For most integrations, you may want to use your tablet for certain functions such as 86ing, throttling, refunding, canceling orders, etc. Also, in the rare case where a specific order will not integrate, our support team may refer you to the tablet for order details. For a few integrations, there are specific things you should know:

  • GloriaFood: Orders for GloriaFood are not sent to our integration until after they are accepted on the tablet, so this must be kept somewhere easily accessible.
  • Bitesquad: Orders for Bitesquad are not sent to our integration until after they are accepted on the tablet and the “email PDF” button is clicked, so this must be kept somewhere easily accessible.

For information on any other specific delivery service, please connect with our support team and we will be glad to assist you.

Q.

Do tickets print or show up on KDS screens instantly?

A.

Most orders will show up within seconds. In rare cases, orders may take a little longer due to changes to the delivery service menu, the POS menu, POS or delivery service system outages, or other similar causes. In the event an order provided to Checkmate is unable to be sent through our integration (e.g. when an item was added to the delivery service but not to the POS), our team will contact you via pre-established channels to try to make sure you are still able to complete the order before the driver arrives.

Q.

Why are drivers arriving early to pick up orders?

A.

This is almost always caused by mismatched prep times between your delivery services and your POS. If you verify these are synchronized and still see drivers showing up early, please contact Checkmate customer support.

Q.

I received an order on my tablet. Why isn’t it printing?

A.

Generally, an order will print based on your prep time. If it is a future order, and your prep time is 15 minutes, the order will not print until 15 minutes before it is due. Some of our integrations send the order ready time as the time that their driver will be able to make it to your store, even if that time is longer than your prep time. For instance, if your prep time is 20 minutes, but they can't schedule a driver for 60 minutes, they will send in an order ready time of 60 minutes. Depending on your POS configuration, this may cause the ticket to not show on the KDS or print until 20 minutes (or whatever your prep time is) before the time the driver is to arrive to ensure the food is fresh and hot.

Q.

Why are tickets not printing to the kitchen?

A.

This generally happens when printer settings in the POS are changed. Most of the time, this can be addressed by calling your POS support team. If they are not able to correct this, please reach out to Checkmate’s support team.

Q.

Why am I getting duplicate orders?

A.

This is sometimes caused by a technical glitch, but most of the time it is due to the delivery service sending duplicate orders to our system. If this happens, please let the customer service team know and they’ll be happy to help investigate and determine whether it’s something that can be corrected by Checkmate.

Q.

Why would a customer’s order not show up in my POS?

A.

POS is offline: If the POS is offline, the customer's order will not reach the POS. If the delivery service tablet is online, the order will still be processed and appear on the tablet.

Missing item or modifier: While this is rare, there are times when an order can’t be processed due to a missing item or modifier in either the POS or delivery service menu. Our customer service team is available 24/7 to keep an eye on such instances. When this occurs, if configured, we will immediately notify the kitchen using a "Notification ticket". The Notification ticket will display the following information:

  • The message “Order Attention Required”
  • Delivery service and Order #
  • Customer Name
  • Instructions to check the tablet for order details

Regardless of whether your system is configured for notification tickets, our team will also reach out to the location via our existing support channels. Please feel free to request the support team to configure notification tickets with you if they aren’t already.

Q.

How are discounts or promo codes given by delivery service providers handled?

A.

Discounts to the customers funded by delivery services won't be included in the order total sent to the POS. For discounts that you would like to provide yourselves, most of our integrations include the ability to send specific dollar value or percent discounts through. None of our integrations allow us to send in arbitrary dollar value discounts.

Q.

Why are the prices charged online not coming through to my POS at the same price?

A.

By default, our integrations use the prices that are specified in the POS, not the delivery services. However, we can work with most POS integrations to add on a menu-wide percentage based surcharge or service fee. Let our service team know if this is something you need.

Q.

What if the calculated taxes on the delivery service and the POS are different?

A.

It is common for tax values that appear on the POS to differ from the tax values calculated by the delivery service. Orders will still be processed and accepted by the POS and the tax values set on the POS are considered to be the accurate values.

Q.

Is it possible to refund delivery service orders on the POS?

A.

No. Refunds must be issued on the delivery service’s tablet or web portal. Refunding via the delivery service will cause a discrepancy when comparing the sales from the delivery service and POS reports.

Q.

Will delivery service orders be reflected in reports?

A.

For most integrations, the inclusion of our integrated orders into your reports is automatic. We will work with you to configure your system so that you can split these orders up into their various order sources, as well as the type of order (e.g. delivery, pick up, catering, etc). Some integrations require more work for this to happen, and a few do not allow us to send orders in a way that is easily split up.

Q.

Will I be able to change the menu on the POS or delivery service?

A.

During the integration process we do not recommend that you make changes. However, once the integration is live and you want to change or update the menu, the following are best practices:

  • We prefer that you inform us 2-3 days in advance so that we can make necessary changes in our system for flawless order processing.
  • If you want to add an item or modifier, ensure that it is added to your POS before you add it to the delivery service.
  • If you want to remove an item or modifier, ensure that it is deleted from the delivery service before you remove it from your POS.
Q.

Can I add an additional delivery service to my existing integration?

A.

Absolutely! We work with more than 50 delivery services. If you wish to add another, just let our customer service team know and we can begin working on adding the integration.

Q.

How do I contact ItsaCheckmate customer support?

A.

You will have a dedicated customer support team available around the clock that is focused on handling your everyday needs and questions, whether it’s a menu adjustment, pricing update, or order flow issue. Having your own dedicated support channel is something that we have built in response to customer demand, and it is changing the way our customers think about service. You can reach our support team via:

Q.

How do I refer a friend or new customer to ItsaCheckmate?

A.

We love this question! Just complete the form at refer.itsacheckmate.com and we will give you $100 for every referral that signs up!

Still have questions?

Reach out to us at

support@itsacheckmate.com