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Delivery requests: creating, paying, cancelling, statuses and printing — Paloma365 Classic (Windows POS) ​

This article covers Paloma365 Classic — the POS application for Windows. It is a reference for delivery and pickup requests: how to create and edit a request, create a bill from it, print and pay it, cancel it or return it to the operator, which settings automate processing, and what is printed on the bill and on the sticker.

Creating a new delivery or pickup request ​

  • Where: the «Создание заявки на доставку» (Create delivery request) window → «Информация» (Information) tab → fields «Клиент:» (Client), «Телефон:» (Phone), «Адрес:» (Address), «Куда отправить заказ (Торговая точка):» (Where to send the order — outlet), «Курьер:» (Courier), «Стоимость доставки:» (Delivery cost), «Вид оплаты доставки:» (Delivery payment type), «Вид оплаты заказа:» (Order payment type), «На дату:» (For date), «Источник заявки:» (Request source), «Выберите отсутствующие позиции:», «Примечание:» (Note), «Время приготовления (мин.):» (Cooking time, min) → "Create" («Создать»).
  • Required: at least one item on the "Contents" («Содержимое») tab («Выберите элементы!» — select items), a client («Выберите клиента!»), a phone («Введите телефон!»), and for delivery an address («Введите адрес!»). A date earlier than today is rejected («Нельзя указать прошедшие дату/время!»); the POS compares only the day, so a past time on today's date is accepted.
  • Outlet: optional; if the account has only one outlet, it is filled in automatically.
  • Internet: without a connection the POS shows «Отсутствует подключение к интернет, обработка заявок запрещена!» (no internet connection, request processing is not allowed).
  • Notes: each field has a select/enter button (list or on-screen keyboard) and a clear button. The field labelled «Выберите отсутствующие позиции:» actually selects the custom request status from the status list. Creating a request is written to the action log. An opened request card shows «Заказ оплачен» (order paid) if it was paid in an external system, and the table name if the request is linked to a hall table.

Adding items to a request from the menu ​

  • Where: the request window → "Contents" («Содержимое») tab → menu tiles, a search field with magnifier, keyboard and clear buttons, "Quantity" («Кол-во»), «Приме-чание» (Note), "Delete" («Удалить»), and page buttons showing "N of M".
  • Search: by name, barcode, PLU and article number.
  • Quantity: "Quantity" opens a keypad (a weight keypad for weighed goods). A fractional quantity for a piece item is rounded down (to at least 1) with the warning «Товар не является весовым...» (the item is not weighed).
  • Item note: only for an unsaved item, not for a modifier or a combo. If preset notes exist for the item, they can be picked from a list; typing a note manually requires the permission to change notes.
  • Deleting: "Delete" removes an unsaved item; for an already saved item it sets the quantity to zero.
  • Messages: «Нельзя изменять модификатор!» (modifier cannot be changed), «Нельзя изменять комбо» (combo cannot be changed), «Нельзя удалить модификатор!», «Нельзя удалить сохраненное комбо», «Нельзя установить примечания на сохраненный элемент!». If an outlet is selected and the item is on its stop list, tapping the tile shows «Товар находится в стоп-листе!» (item is on the stop list).

Request type: delivery or pickup ​

  • Where: request window → «Информация» tab → switches «Доставка» (Delivery) / «Самовывоз» (Pickup).
  • How it works: «Доставка» is selected by default. With «Самовывоз» the address, courier, delivery cost and delivery payment type fields are hidden and the address is not required.
  • Notes: the type is printed on the request sticker («Тип заявки: Доставка/Самовывоз»), on the bill («Тип заказа: …») and shown on the request card of the «Заявки на доставку» (Delivery requests) screen.

Finding the client by database or phone ​

  • Where: «Клиент:» field (select button opens the client picker); «Телефон:» field (typing shows number suggestions); the button next to the phone opens the add-client window.
  • How it works: while typing a phone, the POS suggests up to 15 matching numbers from the client base; on an exact match the client's name and address are filled in. The add button opens a new-client window with the phone already entered.

Stop-list check for the selected outlet ​

  • When: on "Create" or «Изменить» (Edit) in the request window.
  • How it works: if an outlet is selected and at least one item with a non-zero quantity is on that outlet's stop list, saving is blocked with «Позиции в заказе пристуствют в стоп-листе указанной Торговой точки» (items are on the stop list of the selected outlet; the typo is in the original). Such items are shown in red in the contents table.

Copying the request text to the clipboard ​

  • Where: request window → «Информация» tab → copy button next to «Примечание:».
  • What is copied: client, phone, address, total, order payment type, outlet, status, date, source, note; for delivery — courier, delivery payment and delivery cost; the item list. The POS then shows «Заявка сокпирована в буфер обмена» (request copied to clipboard; the typo is in the original).
  • Notes: the button works even in a read-only card.

Creating a bill from the request card ​

  • Where: opened request → «Создать счет» (Create bill).
  • When visible: only with "Display buttons: create order, print" («Отображать кнопки: создать счет, распечатать») enabled, and only for a new request of your own outlet.
  • How it works: requires internet and a selected outlet («Выберите торговую точку!»). The POS first saves the card's changes. The request moves to «Обработано» (Processed), the bill note gets «Заявка № …», the card closes.
  • Messages: if a bill already exists — «По данному заказу уже создан счет №…» (a bill has already been created for this order); on failure — «Не удалось создать счет на основании заявки!». A kitchen sub-order is printed if enabled in the outlet's print parameters.

Printing the bill from the request card ​

  • Where: opened request → «Распечатать» (Print) → prompt «Подтвердите смену статуса заявки на "Распечатано"» (confirm status change to Printed).
  • When visible: with "Display buttons: create order, print" enabled and only for a new request of your own outlet.
  • How it works: requires internet. The POS first checks for an existing bill: if found — «По данному заказу уже создан счет №…» and the card closes. Otherwise, after confirmation, the bill is created and printed and the request moves to «Распечатано» (Printed). If printing fails, the status does not change.

Paying a request from the card in one step ​

  • Where: opened request → «Оплатить» (Pay) → prompt «Подтвердите смену статуса заявки на "Оплачено"» (confirm status change to Paid).
  • When visible: only for a new request of your own outlet.
  • How it works: requires internet. The POS creates the bill (an outlet is needed), prints it and pays it. A request already paid in an external system is paid automatically when "Auto-close paid orders (rahmet, tuvis, tester)" («Авт. закрывать оплаченный заказ (rahmet, tuvis, tester)») is enabled; otherwise the payment window opens. The request moves to «Оплачено» (Paid). If a bill already exists — «По данному заказу уже создан счет №…» and the card closes.
  • Messages: «Не удалось распечатать счет» (could not print the bill), «Не удалось оплатить счет» (could not pay the bill).
  • Notes: for requests paid in an external system, the "Contents" tab is hidden and fields are locked unless editing paid orders is allowed. The Tuvis courier status is not checked from the card.

Cancelling a request with a reason ​

  • Where: request window → «Отменить» (Cancel) → a window with «Нет ингридиентов» (No ingredients) / «Другая причина» (Other reason) / "Close". «Нет ингридиентов» opens «Выберите отсутствующие позиции:» (select missing items) with checkboxes, "Stop-list" / «В стоп-листе» (on stop list) buttons, and "Accept" / "Close".
  • How it works: requires internet. A request that already has a bill cannot be cancelled: «По данному заказу уже создан счет №… Отмена заказа невозможна!». «Нет ингридиентов» saves the reason «Нет в наличии: …» (out of stock: …) listing the ticked items (tick at least one). «Другая причина» lets you pick from the list of cancellation reasons or type on the on-screen keyboard. The request becomes «Отменено» (Cancelled); for requests from external systems the status and reason are sent to the source.
  • Notes: the "Stop-list" button, after the prompt «Добавить товар в стоп лист?», adds the item to the stop list («Товар добавлен в стоп-лист»). Cancellation is written to the action log. The same cancellation is available in the extended request window. «Отменить» is also available in the card of another outlet's request.

Returning a request to the operator ​

  • Where: a new request of your own outlet → «Вернуть» (Return) → type the reason on the on-screen keyboard (with an empty reason the POS asks «Вернуть заказ оператору?» — return the order to the operator?).
  • How it works: requires internet. The request is detached from the outlet, «Причина возврата: …» (return reason) is added to the note, changes are sent to the cloud, and a status change to "not processed" is written to the action log.
  • Notes: a returned request no longer appears on the «Заявки на доставку» screen. Its card offers only «Отменить» and «Изменить».

Editing a request and which card buttons are available ​

  • Where: opened request → «Изменить» (Edit).
  • How it works: requires internet; items and a client are required, and the stop-list check applies. If another POS's outlet is selected, the request is handed over to it; if your own outlet is selected, the request becomes unprocessed again (including a cancelled one).
  • Card buttons: new request of your own outlet — «Отменить», «Изменить», «Оплатить», «Вернуть» (plus «Создать счет» and «Распечатать» with the setting); request without an outlet — «Отменить», «Изменить»; another outlet's or already processed request — view only plus «Отменить»; cancelled — only «Изменить». "Exit" («Выход») closes without saving.
  • Notes: for requests paid in an external system, editing stays locked unless both settings are enabled: "Display buttons: create order, print" and «Разрешать изменять оплаченный заказ (если он еще не был принят оператором)» (allow editing a paid order until the operator accepts it). Edits are written to the action log and sent to the cloud.

Setting "Display buttons: create order, print" ​

  • Where: "Settings" («Настройки») → "Delivery settings" («Настройка доставки») tab → "Display buttons: create order, print" («Отображать кнопки: создать счет, распечатать»).
  • How it works: off by default, synchronized with the cloud. When off, a new request of your own outlet shows «Отменить», «Изменить», «Оплатить», «Вернуть»; a request already paid in an external system shows only «Отменить», «Оплатить», «Вернуть».

Setting "Allow editing a paid order" ​

  • Where: "Settings" → "Delivery settings" tab → «Разрешать изменять оплаченный заказ (если он еще не был принят оператором)».
  • How it works: off by default, synchronized with the cloud. Works only together with "Display buttons: create order, print": the card of a request paid in an external system gets «Изменить», and the "Contents" tab and fields become editable.

Default cooking time ​

  • Where: "Settings" → "Delivery settings" tab → "Cooking time by default" («Время приготовления по умолчанию»).
  • How it works: in minutes, default 5, range 3–10000, changed with the arrows; synchronized with the cloud. It is filled into «Время приготовления (мин.):» of a new request, into the «Время приготовления заказа» (Order cooking time) window, and into external requests that arrive without a cooking time.
  • Notes: the cooking time is sent to the external system together with the request status.

Asking for the cooking time when accepting a request ​

  • Where: "Settings" → "Delivery settings" tab → «Запрашивать время приготовления (tuvis)» (ask for cooking time). On "Accept" («Принять») the «Время приготовления заказа» window opens with buttons 5, 10, 15, 20, 25, 30, the «Время приготовления (мин.):» field and "Apply" («Применить»).
  • How it works: off by default, synchronized with the cloud. The window appears when accepting a request (on the «Заявки на доставку» screen or in the extended request window) only for requests from external systems — already paid there or coming from Tuvis. After 10 seconds it closes by itself with the current value. A minutes button applies the value immediately; entry on the on-screen keyboard and reset to 0 are available. The chosen time is saved in the request and sent to the external system.

Waiting for Tuvis courier confirmation and the courier map button ​

  • Where: "Settings" → "Delivery settings" tab → "Wait for courier status (tuvis)" («Ожидать статуса курьера (tuvis)»).
  • How it works: off by default, synchronized with the cloud. Before paying a printed Tuvis delivery request, the POS asks for the courier status; payment is allowed if the delivery is ready, the courier has picked up or delivered the order, or the delivery was cancelled. Otherwise — «Курьер не подтвердил передачу заказа, повторите позже....» (courier has not confirmed the handover, try later); if the status request fails — «Не удалось проверить статус курьера в tuvis».
  • Notes: the check runs only on the «Заявки на доставку» screen (on "Accept" with auto-close and on «Готово» — Ready); not from the request card or the extended window. With the setting on, an accepted Tuvis delivery card shows «Курьер на карте» (Courier on map), which opens a link with the courier's location.

Auto-printing the bill when a request is accepted ​

  • Where: "Settings" → "Delivery settings" tab → "Auto-print paid orders (rahmet, tuvis)" («Авт. печатать оплаченный заказ (rahmet, tuvis)»).
  • How it works: off by default, synchronized with the cloud. After "Accept" (on the «Заявки на доставку» screen or in the extended window) the bill is printed at once and the request moves to «Распечатано». Despite the label, on manual acceptance it applies to any request.
  • Notes: together with "Auto-close paid orders (rahmet, tuvis, tester)" it enables fully automatic processing of paid Rahmet and test-source requests.

Auto-paying requests already paid in an external system ​

  • Where: "Settings" → "Delivery settings" tab → "Auto-close paid orders (rahmet, tuvis, tester)" («Авт. закрывать оплаченный заказ (rahmet, tuvis, tester)»).
  • How it works: off by default, synchronized with the cloud. After "Accept" or «Готово», a request from an external system with a total, a payment type and the "paid" flag is paid without the payment window; a fiscal receipt is printed if the payment type is linked to the fiscal register. If "Auto-print paid orders (rahmet, tuvis)" is also on and a shift is open, every 5 seconds the POS itself creates the bill, pays, fiscalizes and prints new paid Rahmet and test-source requests — with no cashier action.
  • Notes: Tuvis requests are not processed automatically in the background — they are handled with the buttons. For unpaid requests the payment window still opens. Without this setting, "Accept" does not pay — the request stays in «Обработано» or «Распечатано».

Auto-cancelling requests not accepted within 30 minutes ​

  • Where: "Settings" → "Delivery settings" tab → "Auto-cancel unaccepted orders" («Автоматически отменять не принятый заказ»).
  • How it works: off by default, synchronized with the cloud. Every 5 seconds the POS finds unprocessed requests of its outlet unchanged for 30 minutes or more and moves them to «Отменено»; for external requests the status is sent to the source. The 30-minute interval is fixed.
  • Notes: works only when "Delivery request" («Заявка на доставку») is enabled. Test-source requests are not cancelled. No cancellation reason is recorded.

Auto-closing paid requests after a set number of minutes ​

  • Where: "Settings" → "Delivery settings" tab → "Close paid request after (min)" («Закрывать оплаченную заявку через (мин)») and the number field to the right of it.
  • How it works: off by default; the minutes field is active only when the checkbox is on, changed with the arrows, minimum 3; both are synchronized with the cloud. Every 5 seconds the POS finds requests of its outlet in «Обработано» or «Распечатано» that were paid in an external system and unchanged for the set number of minutes, and prints and pays them automatically.
  • Notes: if the interval was never saved, the background check may treat it as zero — set the value explicitly. Without "Auto-close paid orders (rahmet, tuvis, tester)" payment is not automatic: the payment window opens.

Auto-printing a sticker for each new request ​

  • Where: "Settings" → "Delivery settings" tab → "Print sticker for new orders" («Печатать стикер о новой заявке»).
  • How it works: off by default, synchronized with the cloud. Every 5 seconds, for each new request of the outlet without a printed sticker, the POS prints a sticker: «Поступил заказ № …» (order received), time, client, phone, address, total, order payment type, «Заказ НЕ ОПЛАЧЕН» (order NOT PAID) if unpaid, outlet, status, "for date", source, note, request type (for delivery — courier and delivery cost) and items.
  • Notes: the sticker is printed once per request. If the printer is busy with another job, printing waits for the next check. Error message — «Ошибка печати стикеров» (sticker printing error).

Notification sound for new requests ​

  • Where: "Settings" → "Delivery settings" tab → "Sound notification" («Пользовательский звук уведомлений»).
  • How it works: on by default, synchronized with the cloud. When the «Доставка: Новые заявки» window appears, a sound file shipped with the program is played; if the file is missing or the checkbox is off, the standard Windows sound plays.

The "Delivery: New requests" notification ​

  • Where: on top of any POS screen → the «Доставка: Новые заявки» (Delivery: New requests) window with «Новых заявок: N» (new requests), «Из них на предыдущие даты: N» (of them for earlier dates), «Заявок отменено: N» (requests cancelled) and the hint «Зайдите в интерфейс "Доставка"» (open the Delivery interface) → buttons «Заявки» (Requests) / "Close".
  • How it works: only when "Delivery request" is enabled. Every 5 seconds the POS checks its outlet's requests; the window with a sound appears when the number of unprocessed requests changes, and repeats while unprocessed requests remain (the period depends on the interval field next to "Delivery request"). It closes by itself after 10 seconds.
  • The «Заявки» button: opens the «Заявки на доставку» screen; an open shift is required («Смена не открыта!» — shift not open), and with no active requests the POS shows «Нет активных заказов на доставку!» (no active delivery orders).
  • Notes: the notification is not shown while the «Заявки на доставку» screen is open; the check is skipped during printing and during payment.

Request statuses on the POS ​

  • Where visible: in the request list (status column) and by the button label on the «Заявки на доставку» card.
  • Statuses: «Необработано» (new, button "Accept") → «Обработано» (bill created, button «Готово») → «Распечатано» (bill printed, «Готово») → «Оплачено». For pickup, a paid request stays on the screen with «Отдать» (Hand over); after it the request is marked as handed over and leaves the screen. Also: «Отменено» (with a reason), returned to the operator, or passed to another outlet.
  • Action log: creating and editing a request, moves to Processed, Printed and Paid, manual cancellation and returning to the operator are logged. Auto-cancellation, «Отдать» and a status picked up from the bill's state are not logged.
  • Notes: if the bill of a request is printed or paid outside the requests section (for example, in sales mode), the POS updates the request status from the bill's state by itself.

Delivery details on the bill and the payment slip ​

  • When: automatically when printing the bill or the payment slip of an order created from a request.
  • What is printed: the note block gets «Стоимость доставки: …» (delivery cost, if above 0), «Вид оплаты доставки: …» (delivery payment type), «Курьер: …» (courier), the address and «Тип заказа: Доставка» or «Тип заказа: Самовывоз» (order type).
  • Notes: when a bill is created from a request, its note gets «Заявка № …» (request No.) and the request's note text.