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Once mobile ordering is enabled, you’ll need a workflow for receiving, preparing, and fulfilling orders. Here’s how it works from the staff side.

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Viewing orders

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On the POS app

The POS app has a dedicated Pickups screen that shows:
  • New orders — Just received, need to be prepared
  • Ready for pickup — Prepared and waiting for the fan
  • Completed — Fan has collected their order

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On the dashboard

Navigate to Mobile Orders → Orders to see all mobile orders with filters for:
  • Status (new, ready, completed, cancelled)
  • Event
  • Date range

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Order workflow

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Receive notification
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When a new mobile order comes in, the POS app alerts staff. The order appears in the Pickups queue.
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Prepare the order
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Pull the items from your inventory, verify sizes, and bag the order. Mark it as Ready for Pickup on the POS.
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Notify the fan
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When the order is marked ready, the fan receives a notification that their order is available for pickup.
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Fan arrives at pickup booth
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The fan comes to the designated pickup booth. Staff can verify the order by:
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  • Looking up the fan’s name
  • Scanning their Fanpass
  • Using the order number
    • 10
    Complete the pickup
    11
    Confirm the pickup on the POS. The order status changes to Completed.

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    Handling issues

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    Order cancellation

    If an order needs to be cancelled (item out of stock, fan requests cancellation):
    1. Find the order in the POS or dashboard
    2. Cancel the order
    3. The fan’s payment is refunded automatically

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    Partial fulfillment

    If one item in a multi-item order is unavailable:
    • Contact the fan (if possible) to offer alternatives
    • Process a partial refund for the unavailable item
    • Fulfill the remaining items

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    Shipping orders

    If shipping is enabled for your tour, some fans may choose to have orders shipped instead of picking up. Shipped orders appear with a “Ship” tag and need to be processed differently:
    1. Set aside shipped orders separately from pickup orders
    2. Package them for shipping after the event
    3. Update the order with tracking information in the dashboard

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    Mobile order settings

    Fine-tune your mobile ordering experience from Mobile Orders → Settings:
    • Enable/disable mobile ordering per event
    • Set cutoff times — Stop accepting orders before or after the show
    • Pickup instructions — Custom message telling fans where and when to pick up
    • Order limits — Cap the number of mobile orders per event if needed
    During high-demand shows, consider assigning a dedicated staff member to handle mobile order pickups. This keeps the main merch line moving while providing a great experience for mobile order customers.