Welcome to the Online Ordering with CAKE FAQ page! This guide provides answers to the most common questions about setting up, managing, and optimizing your Online Ordering system.

Table of Contents

1. Getting Started with Online Ordering
2. Setting Up and Managing Your Menu
3. Configuring Online Ordering Settings
4. Customer Experience and Promotions
5. Technical Troubleshooting

Getting Started with Online Ordering

Q: What is Online Ordering with CAKE?

A: Online Ordering with CAKE allows your restaurant to offer takeout and delivery orders through a custom online platform that integrates with your CAKE POS system.

Suggested Article: What is Online Ordering with CAKE?

Q: How do I activate Online Ordering?

A: To activate Online Ordering:

1. Confirm CAKE Payments is enabled. If not, apply for OLO payment processing.
2. Create and configure a menu in Menu Admin.
3. Submit a request through CAKE University’s Online Ordering Page.

Suggested Article: Activate Online Ordering 

Q: How much does OLO cost?

A: Online Ordering with CAKE costs $50 per month. You can purchase a subscription through the CAKE Shop in the Admin Portal.

Suggested Article: CAKE Shop: Ordering Additional Hardware

Setting Up and Managing Your Menu

Q: How do I make my menu available for Online Ordering?

A: To enable your menu for Online Ordering:

1. Log in to the Admin Portal.
2. Go to Menu Admin > Availability Tab.
3. Create or edit a menu and check the OLO box for the categories you want to display.
4. Save and publish your changes.

Suggested Article: Managing and Customizing Your Online Ordering Menu

Q: Can I add food labels, calories, and allergens to items?

A: Yes!

• Go to Menu Admin > Items tab > Select the item.
• In the Edit Menu, you will find fields to enter food labels, calories, and allergens. These will display on your Online Ordering page.

Suggested Article: Enterprise Menu: Items

Q: Can I add descriptions for items on OLO?

A: Yes!

• Go to Menu Admin > Items tab > Select the item.
• In the Edit Menu, there is a field to add an item description that will reflect on your OLO page.

Suggested Article: Enterprise Menu: Items

Q: Some of my items or modifiers are not showing on my Online Ordering menu. How do I fix this?

A: If items, modifier groups, or options are missing:

1. Go to Menu Admin and navigate to the component (Items, Modifier Groups, or Categories).
2. Click on the component (item, etc.) to open the edit menu.
3. Ensure the "Show this ___ on" field has the OLO checkbox selected.
4. Save and publish your changes.

Suggested Article: Managing and Customizing Your Online Ordering Menu

Configuring Online Ordering Settings

Q: Can online orders be automatically accepted?

A: Yes. In the POS settings, you can enable the Auto Approve Online Orders option so orders are automatically sent to the kitchen without manual approval.

Suggested Articles: Auto-Approve Online Orders, Configuring Online Ordering Settings on the POS

Q: Can I customize the time it says to pick up or deliver an order?

A: Yes. Pickup and delivery times are based on the following settings in the Admin Portal:

• Pickup Time: This is calculated using the Prep Time set in the OLO Settings.
• Delivery Time: This is calculated as Prep Time + Delivery Time set in the OLO Settings.

Suggested Article: Configuring Online Ordering Settings in the Admin Portal

Q: Why does my Online Ordering website show as unavailable?

A: This could be caused by:

1. Pickup and/or Delivery being turned OFF in the OLO Admin Portal Settings.
2. The availability hours on your OLO menu are not set or do not match the current time.

Suggested Article: Managing and Customizing Your Online Ordering Menu

Customer Experience and Promotions

Q: How can I promote additional items to customers at checkout?

A: Use the Cross-Selling feature:

1. Go to Menu Admin > Promotions > Cross-Selling.
2. Add a Cross-Sell Group and select the items to recommend.
3. Assign categories that will trigger these recommendations.
4. Save and publish. Customers will see up to 6 recommended items at checkout.

Suggested Article: Using Cross-Selling to Boost CAKE Online Ordering Sales

Q: How do I create discounts for Online Ordering?

A: To create a discount:

1. Go to Menu Admin > Promotions > Discounts.
2. Click Add Discount and fill out the details:
   • Name and description of the discount.
   • Select a Percentage or Fixed Amount.
   • Create a Promo Code customers will use at checkout.
   • Schedule a Start Date and End Date.
3. Save the discount.

Suggested Article: Creating and Managing Discounts for Online Ordering

Q: Can customers use gift cards?

A: Yes, customers can use one gift card per transaction on Online Ordering. If the gift card does not cover the full amount, customers will be prompted to use an additional card to complete the payment.

Suggested Article: Customer Experience with Online Ordering

Technical Troubleshooting

Q: Why isn’t my Online Ordering menu updating?

A: Ensure you have:

1. Saved and published updates in Menu Admin.
2. Checked that items, categories, and modifiers are set to show on OLO.
3. Confirmed menu availability hours are correct.

Suggested Article: Creating and Managing Discounts for Online Ordering

Q: What happens if an order isn’t approved on time?

A: If you are not using Auto Approve Online Orders, the order will remain in the POS Online Orders queue until manually approved. Monitor incoming orders to avoid delays.

Suggested Article: Overview of the Online Ordering Process

By following these answers and tips, you’ll have everything you need to successfully manage Online Ordering with CAKE. For additional help, explore our related articles or contact CAKE Support via call or text at (855)696-2253.

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