MondoConneX

How will you know if there is a problem?

If there is a problem with the POS connector, one or more of the following will happen:

SMS Alert

If the POS connector goes down for longer than 2 minutes, managers will receive an SMS alert, if during operating hours.

Guest Notification 

Guests will receive a message if their order has not gone through properly.

Disconnection Message 

You’ll see the POS connection status will show as Disconnected in the Heartbeat App.

Live Order Screen

You’ll see orders appear in the Live Order screen rather than the Order History screen.

QR Code 

You’ll notice when you scan a QR code that online ordering is not available.

What does a guest see if there is a problem?

If there is a problem with an order, your guest will know immediately, as they will receive a message on their screen to contact a staff member.

What do you do if a guest shows you a message?

Remember, MondoMenu collects payment for the order upfront. When a customer receives a message that the order has not been successful, it means that the customer has actually made an order and paid for it on MondoMenu, but that the order has not successfully been posted through to the POS.

1. Find the order

Go to the MondoMenu portal 

Go to the Orders section of your portal & click on the Live Orders tab. If more than one order appears, you can search by name, table (if applicable) or order number.

2. Check the POS 

Make sure the order did not get posted to the POS

You can search by table number (if applicable) and time in the POS. The MondoMenu order number is also posted to the reference notes of the order in the POS.  

3. Enter the order

Manually enter the order into the POS

If the order does not already exist in the POS, enter the order using MondoConneX/MondoMenu as the tender media.

Do not take any payment, as the guest has already paid. 

4. Close-out the order

Mark the order as closed in the MondoMenu portal

The order should now be sent to the printer(s) to be fulfilled. Find the 3 dots on the bottom right of the order, and close-off. The order will now move from the Live Order screen to the Order History screen.

5. Check POS connection

Re-check the POS connection

Hit the Check Status button. If the connection still can’t be established and more than two minutes has passed, we will turn off online ordering availability. This occurs automatically.