Delivery requests — Paloma365 Classic (Windows POS)

This article is about Paloma365 Classic, the POS program for Windows. The delivery mode works with requests — pre-orders for delivery or pickup: an operator takes the request, the POS creates an order (bill) from it, prints it and takes payment. The Classic interface is in Russian; original UI names are shown in quotes. New requests pop up as "Доставка: Новые заявки".

Overview

The request list has the buttons "Новая заявка" (New request), "Просмотр" (View), "Отменить" (Cancel), "Счет" (Order), "Скопировать в буфер" (copy to clipboard) and "OpenCart", which pulls the OpenCart web-store orders received since the shift opened. Filter buttons show requests by stage — "Необработанные", "Обработанные", "Распечатанные", "Оплаченные" (Paid), "Порученные", "Все" (All) — plus the "Статус:", "Дата:" and "Смена:" filters. Besides "Доставка" (delivery) and "Самовывоз" (pickup), the delivery column can show "заказ из зала" — a request bound to a hall table. Processing requires internet; offline the POS refuses to handle requests.

A separate "Заявки на доставку" screen shows request cards for couriers and the kitchen. Each card has a stage button that changes as the work progresses: "Принять" (Accept — asks the cooking time and creates the order; with the auto settings it also prints and pays it) → "Готово" (Ready — prints and pays the order) → "Отдать" (Hand over — marks the order given to the courier/client and reports it to the external source). For Tuvis delivery requests, with the "Wait for courier status (tuvis)" setting enabled, a courier-map button appears and payment is blocked until the Tuvis courier confirms picking up the order.

Creating a request

1. Press "Новая заявка" — the "Создание заявки на доставку" window opens with the "Информация" and "Содержимое" tabs.
2. Fill in "Клиент:" (Customer), "Телефон:" (Phone number), "Адрес:" (Address); optionally the outlet, "Стоимость доставки:" (Delivery price), "Курьер:" (Courier), "Источник заявки:" (Request source), "Примечание:" (Note).
3. Choose "Доставка" (Delivery) or "Самовывоз" (Pickup) and the payment types for the order and delivery; set the date ("На дату:") and cooking time ("Время приготовления (мин.)😊.
4. Add items on the contents tab and press "Создать" (Create). The POS validates items, customer, phone and address. Combos and items with modifiers can be added to a request, but not edited inside it: their quantity cannot be changed, a modifier or an already-saved combo cannot be deleted, and a note cannot be set on a modifier — delete an unsaved combo whole and add it again instead.

Request statuses

Status	Meaning
"Необработано"	Request created, no order (bill) yet
"Обработано"	An order has been created from the request
"Распечатано"	The order has been printed
"Оплачено"	The order has been paid
"Отменено"	The request was cancelled

Payment and printing

• Accepting — the "Открыть заявку" window shows the items, customer phone and note. "Принять" (Accept) asks for the cooking time (presets 5–30 min, "Применить"/Apply) and creates the order; auto-print and auto-close can be enabled in settings.
• Printing — "Распечатать" (or "Счет" on a processed request) confirms the change to "Распечатано" and prints the order.
• Payment — "Оплатить" (or "Счет" on a printed request) confirms the change to "Оплачено" and pays the order. See Payments and payment types and Sales and orders.
• If no order exists yet, "Счет" shows "У выбранной завки счет не создан" — accept the request first.

Aggregator requests and automation

Requests also arrive from delivery aggregators (Rahmet, Tuvis) and the OpenCart web store. For such requests the POS reports every step back to the source — order created, printed, paid, handed to the courier, or cancelled (with the cancel reason).

Local POS settings automate the routine (checks run in the background while the delivery mode is open):

• "Print sticker for new orders" — the POS prints a sticker for every new request (order number, items, customer and payment details), once per request; a failure shows "Sticker printing error".
• "Auto-cancel unaccepted orders" — an unprocessed request untouched for 30 minutes (fixed) is silently cancelled and the aggregator is notified, so keep an eye on the new-requests popup.
• "Close paid request after (min)" — an accepted external request already paid online is automatically printed and closed after the set number of minutes (60 by default).
• Auto-acceptance of prepaid Rahmet requests. With both "Auto-print paid orders (rahmet, tuvis)" and "Auto-close paid orders (rahmet, tuvis, tester)" enabled and a shift open, prepaid Rahmet requests are handled fully automatically: the POS creates the order, pays it, fiscalizes it (when a fiscal registrar is connected) and prints the order and receipt. The cashier only sees the "New orders" notification and the printouts.

Cancelling a request

Only a request without an order can be cancelled. "Отменить" asks "Пометить на удаление данную заявку?"; in the request window the POS asks for a reason — "Нет ингридиентов" (no ingredients) or "Другая причина" (other). With "no ingredients" a window lists the request items: tick the missing ones, and each row has a stop-list button — pressing it and confirming adds that item to the current outlet's stop list (nothing is added automatically without the button). The cancel reason with the list of missing items is stored on the request and sent to the aggregator. If an order already exists, cancellation is refused — process a refund instead. "Вернуть" returns an accepted order to the operator.

Common issues

• No internet — accepting, paying, printing and cancelling only work online.
• "У выбранной завки счет не создан" — open the request via "Просмотр" and press "Принять" first.
• Stop-list warning on creation — remove the stop-listed items or choose another outlet.
• A request cancelled itself — the "Auto-cancel unaccepted orders" setting is on: unprocessed requests are cancelled after 30 minutes without warning.
• Payment refused on a Tuvis request — courier-status waiting is enabled; the order can be paid after the courier picks it up.

FAQ

Request vs order?

A request is a pre-order with address, phone and time. Accepting it creates a regular order, which is printed and paid as usual.

Where do cancelled requests go?

They get the "Отменено" status and stay visible under the "Все" (All) filter.