Electronic Payment System User s Guide (EPS)

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1 Electronic Payment System User s Guide (EPS) Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 1 of 46

2 CREDIT CARD TRANSACTIONS (OVERVIEW)...4 CUSTOMER PAYMENT PROCESS...5 CREDIT CARD PAYMENT (CUSTOMER PROCESS)...5 DEBIT CARD PAYMENT (CUSTOMER PROCESS)...7 MY SONIC TM CARD PAYMENT (CUSTOMER PROCESS)...9 HANDLING FAILED MY SONIC TM CARD ORDER REDEMPTIONS...11 MANUAL TRANSACTION...12 MANUAL PAYMENT SCREEN (FOR PATIO TERMINAL OPERATION)...14 MANUAL PAYMENT SCREEN (FOR EMPLOYEE TERMINAL OPERATION)...16 CARHOP DELIVERY...18 INDIVIDUAL ORDERS:...18 LOCAL AUTHORIZATION:...19 VOIDED TRANSACTION(S)...20 INDIVIDUAL ORDERS / PARTIAL PAYMENT...21 INDIVIDUAL ORDER (INDIVIDUAL PAYMENT(S))...21 INDIVIDUAL ORDER (GRAND TOTAL PAYMENT IN FULL)...23 RECALLED ORDER(S)...24 DEBIT CARD RECALL...25 CALL IN ORDERS...25 MY SONIC TM CARD ACTIVATION(S)...26 ORDER TAKER PROCESS FOR A SINGLE ACTIVATION...26 ORDER TAKER PROCESS WITH MULTIPLE ACTIVATIONS...27 ACTIVATION PROCESS-ONLINE ACTIVATION...28 ACTIVATION PROCESS-OFFLINE ACTIVATION...30 MY SONIC TM CARD RELOADS...32 GIFT CARD RELOADS (CUSTOMER RELOAD)...32 HANDLING FAILED RELOADS...34 MY SONIC TM CARD BALANCE INQUIRY...37 Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 2 of 46

3 CANCELING CREDIT, DEBIT CARD OR MY SONIC POS CARD STATUS NOTIFICATION SCREEN...39 KITCHEN MONITOR STATUS MESSAGES...40 ADDITIONAL CONFIGURATION: PATIO STALL...41 PAYS AT THE DRIVE THRU WINDOW...42 CONTACT INFORMATION...46 Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 3 of 46

4 Credit Card Transactions (Overview) The new customer operated credit card machine is attached below the menu panel. When the switchboard operator has taken the order, the total appears on the screen. The customer can either choose to ignore this and use another payment method or use the following procedure for credit card payment. Note: Blue? Key is used for Manual Data Entry on Employee Terminal only. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 4 of 46

5 Customer Payment Process Credit Card Payment (Customer Process) 1. The Image below shows the first screen in a credit card transaction after the customer s order has been totaled. If the customer desires to pay using a Credit Card, they select CREDIT Function Key. If the customer wants to pay using a Debit Card then they select DEBIT Function Key. 2. If the customer selects CREDIT a new instruction appears. 3. The customer will insert and remove the card from the card reader on the terminal. 4. A message appears on the display that says, AUTHORIZING. This means the Credit Card is being verified. This process may take several seconds. 5. If the card is approved then a new message on the display saying Card Approved. Order will be delivered shortly. 6. Card Declined: If the card has been declined the screen offers another payment option. If the customer selects no then the transaction is completed in cash. 7. After the initial declined message is displayed, the customer will be given the option to try another card. 8. YES (Another card) If Yes is Selected the customer is taken to the beginning of the process and prompted to select Credit, Debit or Sonic Card. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 5 of 46

6 9. NO (Cash Payment) If the customer selects NO the customer will be prompted to pay the carhop in cash. Note: Once a carhop scans the order, the terminal will display Your Order is being delivered. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 6 of 46

7 Debit Card Payment (Customer Process) 1. If the customer wants to pay using a Debit card then the customer needs to select the DEBIT function key on the unit. 2. If the customer selects DEBIT the following instruction appear. 3. After swiping the card. The customer will be prompted to enter their PIN. Press [ENT] Key after entering your PIN. 4. The rest of the process is the same as the credit card, both on the outside and inside of the store. 5. Card Declined: If the card has been declined the screen offers another payment option. If the customer selects no then the transaction is completed in cash. 6. After the initial declined message is displayed the customer will be given the option to try another card. 7. YES (Another card) If Yes is Selected the customer is taken to the beginning of the process and prompted to select Credit, Debit or Sonic Card. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 7 of 46

8 8. NO (Cash Payment) If the customer selects NO the customer will be prompted to pay the carhop in cash. Note: Once a carhop scans the order, the terminal will display Your Order is being delivered. Note: If the host service is off line then Debit services will not be available. The customer will receive a short prompt at the stall telling them to try their card as credit. Credit Card Service will be available. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 8 of 46

9 My SONIC TM Card Payment (Customer Process) Customer will be prompted as shown below, once the order is totaled. 1. Now select one of the two arrows under Sonic Card. 2. Insert and remove the My SONIC TM card. 3. While the balance is checked on the card the authorizing screen will be shown. 4. Once the balance is checked you will get an approved message with the remaining balance of the My SONIC TM card. 5. If the order is paid in full via the My SONIC TM card the customer will be prompted as shown below. 6. If there is still an amount due on the order the customer can either pay via cash or select credit, debit or use a second gift card by choosing a selection from the screen below. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 9 of 46

10 Note: If the order is for $10.00 and the My SONIC TM card has a balance of $5.00 the entire $5.00 on the card will go towards the order. Cash, Credit, Debit or another My SONIC TM card can pay for the remaining balance on the order as seen below: Note: Carhops should pay attention to Collect at the bottom of the carhop receipt. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 10 of 46

11 Handling failed My SONIC TM Card Order Redemptions 1. If a My SONIC TM card cannot be processed through the system then the crewmember must call Value Link at to obtain an authorization and a card balance. 2. Value Link will give the manager an authorization number and a card balance, which should be written on the Sales receipt and Carhop ticket. 3. The order will be counted as a cash payment and the carhop delivery ticket for that order retained by the carhop with the authorization number and the amount paid by the My SONIC TM card. Note: The remaining difference between the balance of the My SONIC TM card and the total of the order needs to be collected as cash. 4. At the end of the carhop s shift, the carhop will hand-in the delivery ticket to the manager as cash. The manager needs to enter it during carhop balancing at end of day as cash. Note: When counting down the carhop keep in mind that any failed My SONIC TM card redemptions for that carhop might have cash on them as well. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 11 of 46

12 Manual Transaction Manual Transaction (Carhop Assisted Process for Demagnetized Cards) Note: Some times a card cannot be processed because the magnetic strip on the card is not working. When this is the case the carhop needs to use the following procedure. Manual Transaction can only be done on the inside terminals. If the magnetic strip on the card will not function, the Terminal will display Insert Card until the order is scanned. Once the order is scanned, the carhop will take the card to the Employee Terminal and use the following process: 1. Select [PAY] from the first screen. 2. Enter the Employee Assisted Transaction Security Code and press [Ent] 3. Enter the ticket # and press [Ent] 4. Select Payment Type 5. Terminal will request card swipe 6. Press Blue [?] Key and terminal will request the Account Number Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 12 of 46

13 6. Enter the Account Number and press [Ent] 7. Card Approved: If the Card is approved, the Terminal will notify the customer of delivery. 8. Card Declined: If the card has been declined the screen offers another payment option. If the customer selects: [No] is pressed, then the transaction is completed in cash. [Yes] is pressed, the customer is prompted again with the Order Total Screen 9. NO (Cash Payment): If the Customer selects NO the customer will be prompted to pay the carhop in cash. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 13 of 46

14 Manual Payment Screen (for Patio Terminal Operation) There maybe cases where the carhop will need to select a ticket after the order has been delivered; also this process is also used on any inside terminals or patio terminals to facilitate payment process. The following section defines this process. This Process must be initiated from the default Welcome to Sonic Screen. 1. If you are currently in a transaction then you must complete the current transaction or Press the Red Cancel Key CAN to Exit. 2. At the welcome message, select the second function key under the display. 3. Enter the Employee Assisted Security Code and press [ENT]. 4. Enter Ticket # and press [Ent] Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 14 of 46

15 The table below lists the possible results for a ticket number entry: Displayed Message Order Total $2.64 Credit Sonic Debit Card Card Card Message Definition Ticket is found. Proceed as normal to Credit/Debit Screen No Ticket Found for # 15 Ticket does not exist on System. Ticket for #15 Has Been Canceled Ticket has been Canceled. Ticket # 15 is being authorized on another stall. Ticket is in Authorization Process on another Stall. Ticket # 15 has already been authorized Ticket has already been Paid for by either Credit or Debit. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 15 of 46

16 Manual Payment Screen (for Employee Terminal Operation) There maybe cases where the carhop will need to select a ticket after the order has been delivered; also this process is also used on any inside terminals or Patio Terminals to facilitate payment process. The following section defines this process. This Process must be initiated from the default Employee Terminal Screen. 1. If you are currently in a transaction then you must complete the current transaction or Press the Red Cancel Key CAN to Exit. 2. At the Employee Terminal, Select the function under the Pay option on the display. 2. Enter the Employee Assisted Transaction Security Code and press [Ent] 3. Enter the ticket # and press [Ent] Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 16 of 46

17 The table below lists the possible results for a ticket number entry. Displayed Message Order Total $2.64 Credit Sonic Debit Card Card Card Message Definition Ticket is found. Proceed as normal to Credit/Debit Screen No Ticket Found for # 15 Ticket does not exist on System. Ticket for #15 Has Been Canceled Ticket has been Canceled. Ticket # 15 is being authorized on another stall. Ticket is in Authorization Process on another Stall. Ticket # 15 has already been authorized Ticket has already been Paid for by either Credit or Debit. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 17 of 46

18 Carhop Delivery This section provides samples of the tickets that the carhop will receive for Credit, Debit and My SONIC TM Card transactions. Individual orders: Credit and Debit receipts may not be available for individual totals at the time of scan, since these orders currently require carhop assistance for Credit or Debit payments. Debit Tickets & Credit Tickets Under $25.00 (No Signature Required) Debit Tickets: No Signature Required Credit under $25.00: No Signature Required Carhop Ticket Carhop Ticket (Gift Card) Customer Copy Store Copy Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 18 of 46

19 Tickets Over $25.00 & Local Authorization (Signature Required) Credit over $25.00: Signature Required Local Authorization: If the Credit Card Host is not responding (due to Internet Lag or connection loss), then all tickets, even if those under $25.00, will require a signature. Debit and Gift Card account balance validation will not be possible if the host is not responding. Carhop Ticket Customer Copy Store Copy If the system is in Local Authorization Credit Cards can still be processed. The tickets will show LA as part of the Auth# (Authorization number) and the Store Copy will require a signature regardless of the total. See example tickets below. Customer Ticket Store Copy Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 19 of 46

20 Voided Transaction(s) Note: Performing a manager cancel from the 824 POS voids any EFT charges and any Gift Card Activations/Reloads. Customer Ticket Store Copy Note: In case of a rejection from the Host or it is unavailable while trying to void a transaction, the carhop ticket will instruct them to refund cash to the customer. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 20 of 46

21 Individual Orders / Partial Payment Individual Order (Individual Payment(s)) If there are several people ordering food from one car and they want to pay separately, the credit card machine allows this. The POS system will know that a particular ticket number will be an individual order. The procedure has to be conducted by a carhop after delivery of the food order so as to save confusion and error. The procedure is as follows: 1. The image below shows the screen after the customers order has been totaled to indicate individual order set requires carhop assistance. 2. On delivering the food order, the carhop presses the second left arrow on the Welcome to Sonic display. 3. Carhop enters the Employee Assisted Security Code and presses [ENT]. 4. Carhop enters the Ticket # and presses [Ent] 3. A new screen appears to indicate the ticket number provided is the last portion of an Individual order set. To Advance to Grand Total Select Next 4. If customers desire to pay for the whole Individual order set using a credit or debit card, page forward using the NEXT function key to display the Grand Total (Balance Due) screen to select the PAY NOW function key and begin the payment process. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 21 of 46

22 Select Pay Now To pay the Grand Use BACK & NEXT to navigate between tickets. Note: If part of the individual order has already been paid the Grand Total screen will display Balance Due. 5. If customers desire to pay for order separately using a credit, debit or My SONIC Card navigate to the respective order screen by selecting the NEXT or BACK function keys. Next Back Next Next Next 6. Select PAY NOW once you have navigated to the desired ticket to pay by Credit or Debit as normal. 7. Paying Partial Cash: After each credit or debit transaction is completed you will be taken to the balance due screen. This screen shows the remaining balance due. 8. Paying Completely by Card: After all tickets are paid by credit or debit, you will be taken to the following screen once the entire order is paid. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 22 of 46

23 Note: Individual orders cannot be paid via credit or debit until after the order has been delivered. Individual Order (Grand Total Payment in full) Note: When paying for individual total orders carhop assistance is required. 1. Carhop presses second left arrow. 2. Carhop enters the Employee Assisted Security Code and presses [ENT]. 3. Carhop enters the Ticket # and presses [Ent] 3. Press the Next key until you get to the Grand Total screen. 4. Select the Pay Now key you will be prompted with your payment options. 5. Select payment method and pay as normal. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 23 of 46

24 Recalled Order(s) This section covers recalling Credit and Debit orders. Please note the following 824 POS changes involving Credit, Debit, and My Sonic orders. 1. Credit, Debit and My Sonic tickets cannot be recalled once the carhop has scanned them. The ticket in question will need to be canceled and reentered into the 824 POS as a new ticket. 2. Tickets in which the total dollar amount has been adjusted will need to be reauthorized by the credit provider. To complete this process the customer will need to confirm the new amount as shown below on the terminal. If transaction is debit the customer will need to reenter their PIN. Note: Asking the customer to confirm the new amount will prevent any further delays in the delivery of the order. Credit Card Recall [YES] (Reauthorize) If Yes is Selected the authorizing screen will be displayed: [NO] (Cash Payment) If the customer selects NO the terminal will prompt to pay the carhop in cash. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 24 of 46

25 Debit Card Recall [YES] (Reauthorize) If Yes is selected the PIN entry is displayed, followed by Authorizing screen. [NO] (Cash Payment) If the customer selects NO the customer will be prompted to pay the carhop in cash. Call In Orders When the switchboard operator retrieves a Call In Order (while station is keyed up, press [Call In] and select the appropriate order, press [Yes]), the order is automatically totaled and goes to the Scan Buffer for Carhop Delivery. This process also prompts the customer at that stall with the PAYS Payment Options Menu. The order is paid for as normal. Note: If the location is Inside-Dining or a Mall Location, the order will be an Employee Assisted Transaction. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 25 of 46

26 My SONIC TM Card Activation(s) Order Taker Process for a Single Activation A new My SONIC TM Card can be activated for a minimum of $5.00 and up to a maximum dollar amount of $ If the customer desires to purchase a new My SONIC TM Card, they need to inform the order taker of the dollar amount desired when the order is placed. Activation Key Number: Note: The activation key can be any key on the keyboard and is set up by the manager. Please write the key number above for future reference once the desired key has been selected and the manager has programmed the key. While placing the customer s order: If a single My SONIC TM Card is requested or multiple My SONIC TM Cards with different dollar amounts then perform the following. 1. Enter the desired dollar amount of the My SONIC TM Card being purchased. 2. After keying in the dollar amount of the My SONIC TM Card being purchased, press the Activate key. The activation should be displayed on the POS screen as an item. See Figure 1a. Example for Figure 1a: For a $10.00 My SONIC TM Card press 10 followed by the Activate key. Figure 1a POS KEYBOARD 1 SCREEN (One $10.00 Activation with food/drink order) 3. Finish placing the customer s order, then total out the order. 4. Proceed with card activation. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 26 of 46

27 Order Taker Process with Multiple Activations While placing the customer s order: If multiple cards are requested with the same dollar amount they can be placed as follows: 1. Enter the desired quantity of the My SONIC TM Cards being purchased. 2. After keying in the quantity of the My SONIC TM Cards being purchased, press the Yes key. 3. Now enter in the dollar amount of the My SONIC TM Cards being purchased followed by the Activate key. Each My SONIC TM Card being activated should be displayed on the POS screen as an item. See Figure 1b. Example for Figure 1b: For five $10.00 My SONIC TM Cards, enter 5 followed by the Yes key. Press 10 followed by the Activate key Figure 1b POS Keyboard 1 Screen (Five $10.00 Activation with food/drink order) When an order is totaled with activation(s) on it, a receipt will print out of the carhop printer. This receipt is to be used activate the new My SONIC TM Card on the Employee Terminal. See Figure 1c. Figure 1c Activation(s) Receipt (used for My SONIC TM Card activation(s)) Note: If the customer requests a large # of activations with the same dollar amounts, use Individual Total to ring up these multiple activations. If the bank host detects multiple tickets with the same large dollar amounts, it may reject the transaction as a questionable transaction. Example: Customer requests 40 $10 Gift Cards. Ring up the first ticket with 20 $10 activations, and then use Individual Total to ring up the remaining 20 $10 activations. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 27 of 46

28 Activation Process-Online Activation All pending activation will be indicated with a P in front of the activation(s) on the order in the kitchen. Complete Activations have a C in front of the activation(s). See Figure 1d. If the order has already been prepared and is waiting to be delivered the order will have a P in front of the activation on the fountain delivery window. If the activation is complete, it will have a C in front of it, while a failed activation will have an F. See Figure 1e. Figure 1d. Kitchen Monitor (with one pending activation and one complete activation) Figure 1e. Fountain Monitor (with one pending, one complete and one failed activation) Note: If the order is waiting to be scanned and is pending, it will not allow delivery until it is complete. This will raise the A.V Time unless activated as soon as possible. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 28 of 46

29 Performing Activation: 1. Select [Load Card] on the Employee Terminal 2. The terminal will prompt to enter Security Code. Enter in the Employee Assisted Security Code and press [Ent]. 3. Select [1. Card Activation] and press [Ent] 4. Enter the number of the ticket in which the My SONIC TM Card Activation(s) were ordered. Press [Ent] 5. You will be prompted with the dollar amount of the first activation(s) on the ticket. 6. At this point you will be prompted as shown below. Slide a new gift card, for all activation(s) until there are none remaining to activate. Once the My SONIC TM Card(s) is activated, you will be shown the card balance. Note: Please remember to give the customer the receipt(s) from the Carhop Printer for all activation(s). Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 29 of 46

30 Activation Process-Offline Activation If the store has lost their Internet connection, all Gift Card Activations will need to be activated through ValueLink via telephone. If this is the case, the store will be prompted on the kitchen monitors with the telephone number for ValueLink. The screen will toggle between For GC Processing and Call See Figure 1f. Figure 1f. If an order with a pending activation is clocked off of the kitchen and fountain and is scanned while the activation is pending, the operator will receive an Activation Pending ticket. See Figure 1g. Figure 1g Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 30 of 46

31 Performing Offline Activation: Note: Someone at the store must call to get the Authorization Number. If a call is not made, the card cannot be authorized. 1. Call ValueLink and write down the Activation # for each My SONIC TM Card ordered on the ticket. 2. Select [Load Card] on the Employee Terminal 3. You will be prompted to enter the Employee Assisted Security Code. Press [Ent] 4. Select [2. Offline Activation] and press [Ent] 5. Enter the ticket # of the ticket in which the My SONIC TM Card Activations were ordered, followed by [Ent]. 6. Terminal will display as shown below: 7. Slide Card and enter the Authorization # followed by [Ent]. 8. Repeat step 7 for multiple Offline Activations. 9. For security, it is recommended that the carhop ticket with the Authorization # on it is kept for cash accounting. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 31 of 46

32 Note: After the Card is activated; a call must be made to ValueLink for balance inquiry. This must be done to validate the card balance. My SONIC TM Card Reloads Gift Card Reloads (Customer Reload) A new My SONIC TM Card can be reloaded for a minimum dollar amount of $5.00 and up to a maximum card balance of $ If the customer desires to reload a My SONIC TM Card, they need to inform the order taker of the dollar amount desired when the order is placed. Reload Key Number: Note: The reload key can be any key on the keyboard, and is set up be the manager. Please write the key number above once the desired key has been selected and the Manager has programmed the key. This is for future reference. The process below describes a typical reload. This enabled the customer to reload his/her card at the stall terminal. 1.When the order is being taken, the order taker will enter the desired dollar amount of the reload, followed by the Reload key. Note: The maximum reload amount of a Gift Card is $ and the amount must be an even dollar amount. 2. The customer will be prompted as shown below: Note: The Order Taker should instruct the customer to slide their card. If the card is not swiped within 15 seconds, the reload will not show on the order as an item, and will need to be re-entered. The order taker will also be prompted on their keyboard to Wait for Card Slide. No items may be added to the order while system is waiting for card slide. See Figure 2a. Figure 2a POS Keyboard Screen (pending My SONIC TM Card swipe) 3. If the card is read in time, it will prompt as shown below: Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 32 of 46

33 4. If the card is read in time, the keyboard will also show the reload as an item. If the reload is not listed as an item, then repeat steps 1-4. See Figure 2b. Figure 2b POS Keyboard Screen (My SONIC TM Card swipe completed) 5. Once order is totaled, the terminal will authorize the reload. 6. Once approved, the My SONIC TM Card is loaded. The new My SONIC TM Card balance will be shown. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 33 of 46

34 7. Once the reload is completed, it is paid for by Cash, Credit, or Debit; just like a normal order. Handling Failed Reloads All failed reloads will be indicated with an F in front of the order with the reload(s) on the kitchen monitor. See Figure 2c. If the order has already been prepared and is waiting to be delivered, a P will appear in front of the order with the reload(s) on the fountain delivery window. See Figure 2d. Figure 2c Kitchen Monitor (with failed reload) Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 34 of 46

35 Figure 2d Fountain Monitor (with one pending and one complete reload) Handling Failed Reloads (cont d) 1. Call ValueLink and process the Reload manually by getting the Authorization Code. 2. Select Load Card on the Employee Terminal 3. Enter the Employee Assisted Security Code, followed by [Ent]. 4. Select [3. Offline Reload], followed by [Ent] Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 35 of 46

36 5. Enter the ticket # of the ticket in which the My SONIC TM Card reload(s) were ordered, followed by [Ent]. 6. The terminal will prompt for the Authorization # on the ticket. Note: If there is more than one reload on the ticket, you will be prompted to enter an authorization number for each reload. 7. The Approved message shows on the Employee Terminal if the Authorization Code if valid. The receipt for the reload will print after scan. Note: If a Reload fails, as shown by the Activation Pending Ticket below, the operator must follow the instructions listed. 1. Using the Old Tickets function on the Kitchen and Fountain Check Offs, bring the order with the failed Reload back up. 2. Press the Check Off Button to hold the Reload order on the monitor. 3. On the POS keyboard, recall the ticket and total it. This will resubmit the Reload to the PAYS server. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 36 of 46

37 4. Clock the reactivated order off of the Kitchen and Fountain Check Offs. My SONIC TM Card Balance Inquiry Any customer can retrieve their My SONIC TM Card balance either before order is placed or after order is paid for. 1. Press the left arrow 2. Insert the My SONIC TM Card on which the balance is desired. 3. The authorizing message will show while the balance of the card is being acquired. 4. Once the balance is acquired, it is displayed on the screen. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 37 of 46

38 Canceling Credit, Debit Card or My SONIC Credit, Debit and My SONIC Card orders that are cancelled via the 824 POS will automatically be voided through the Credit Card system. The 824 POS will automatically print the Void Receipts via the carhop printer once the authorization has gone through. Credit Card Void Tickets appear as shown below: Customer Ticket Store Copy Note: All Sonic Cards must be activated prior to Manager canceling the tickets. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 38 of 46

39 824 POS Card Status Notification Screen The 824 POS displays current Credit and Debit on Keyboards 1&2 in the lower section of the screen as shown below: 824 POS Keyboard 1&2 This area displays up to 6 active Credit/Debit transactions along with the Station Number, Current Status Message, and time in current status. 824 Status Messages (Keyboard 1, 2, 3 & DT) Debit Selected: Indicates that the customer has selected to pay by Debit Card when prompted to select payment type of (CREDIT OR DEBIT). The customer is currently being prompted to slide their debit card. Enter PIN: Indicates that the customer is being prompted to enter their Debit Card PIN. Credit Selected: Indicates that the customer has selected to pay by Credit Card when prompted to select payment type (CREDIT or DEBIT). The customer is currently being prompted to slide their Credit Card. Authorizing: Card validation is in progress. WinEPS Software is checking against the Bank processor to ensure that the card information is valid. This message will display no longer than 20 seconds. Authorized: WinEPS Software has successfully validated the card s information for payment. This message is displayed for 5 seconds. Try Another Card: Previous card information submitted to WinEPS Software has invalid data. The user is being prompted to use a different card. Carhop Enter Ticket: Carhop is performing an Employee Assisted payment. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 39 of 46

40 Kitchen Monitor Status Messages If the PC system or related software has failed, you will receive the message CC SYSTEM DOWN on the Kitchen and Fountain Monitors. CC SYSTEM DOWN E0: OpenIP is down. Communication between the 824 POS and the PC is functioning correctly. Possible OpenIP restart required. CC SYSTEM DOWN E1: OMEPS is down. Communication between the 824 POS and the PC is not functioning correctly. Possible damaged fiber optic between the 824 and the Serial to Fiber Optic Adapter or damaged Serial to Fiber Optic Adapter or loss of power to the Serial to Fiber Optic Adapter. CC SYSTEM DOWN E2: Communications has been lost with all terminals. CC SYSTEM DOWN E3: OMEPS is down. PC is sending data to the 824, but not receiving data from the 824. Possible damaged fiber optic between the 824 and the Serial to Fiber Optic Adapter or damaged Serial to Fiber Optic Adapter or loss of power to the Serial to Fiber Optic Adapter. MY SONIC CARD OFFLINE/FOR GC PROCESSING CALL Host network down, contact ValueLink for Gift Card Activations/Reloads, and Redemptions. Note: If the double line on the kitchen monitors is not split (for the CC SYSTEM message), this may mean that Credit Cards are disabled in the E2 Management Suite. Contact the Order-Matic Support for further troubleshooting. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 40 of 46

41 Additional Configuration: Patio Stall If an outside terminal is used at a Patio Stall, there are 2 ways to treat the order to ensure the correct customer pays for the correct order: Prompt or Non-Prompt. Prompt: If the terminal is set to prompt, on order total, the terminal displays PAYMENT options, then the customer must select Credit/Debit/Sonic Card. If no option is selected, then the order will be cash, and the total will display until the order is scanned, or until a new order is initiated on that stall. In this configuration, the next customer must ignore the payment display and press the stall button to initiate a new order at the Patio. Non-Prompt: If the terminal is not set to prompt, the terminal simply displays Welcome to Sonic message, rather than prompting the customer with PAYMENT options. In this scenario, the carhop must press the second arrow button and manually pay for the order at the terminal at the time of delivery. This will ensure that the correct customer pays for the correct order. Note: For Instructions on how to set the Patio Terminal to Prompt, see the EPS Manager s Guide. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 41 of 46

42 PAYS at the Drive Thru Window Feature: PAYS at the Drive Thru allows a PAYS Terminal to be mounted at the Drive Thru Window, providing the same functionality as a stall for the customer. This document outlines the use of the PAYS at the Drive Thru, as well as a supporting feature: Drive Thru Status Monitor. The Drive Thru Status Monitor is an LCD monitor mounted near the Drive Thru window that allows the user access to both Drive Thru and non-drive Thru performance statistics, as well as a display of many PAYS status screens. Requirements: 824 POS Chip Required: E2 Management Suite Version Required: OMEPS Version Required: Other Equipment: PAYS Terminal Mounted at the Drive Thru, 17 Dell Monitor mounted at the DT Window, VGA Extender Kit, Drive Thru Scan. Pays Status is displayed on the last line of the ticket. By default, the Drive Thru Hypercom Terminal will display the ticket information for the First Column (notated by the Curr. Displayed message on that column). To change the ticket being displayed, perform CHANGE BUMP procedure. PAYS at the Drive Thru Window will also update the Cash Due line display based on Credit/Gift card use. If an order is paid by Credit Card or the full amount is paid by Gift Card the Cash Due will display 0.00 and should say >>> CARD PAID <<< at the top of the column. If an order is partially paid with Gift Card the Cash Due line will reflect the altered amount due. For example a $10.00 order with $5.00 paid by Gift Card will display $5.00 cash due. Note: In current 824 POS versions, if a ticket is being recalled (while still in-house), the CHANGE-BUMP procedure will not work. CHANGE-BUMP Procedure It may be necessary to change the currently displayed ticket on the Drive Thru PAYS terminal (if a customer pulls forward, for example). 1. Press [Change] on the Drive Thru Check Off 2. Press the appropriate [Order Out] button on the Drive Thru Check Off. This will display that column on the DT PAYS Terminal, and will be notated by the Curr. Displayed message on the Drive Thru Monitor. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 42 of 46

43 1. PAYS Trans Status Shows the transaction status of up to 12 PAYS Terminals Terminals will only display if activity is occurring on the terminal 2. Dead Stalls Window OFFLINE terminals will display on the list. Shows the status of up to 5 PAYS terminals Note: A terminal is offline if the terminal is configured in the POS, but is not communicating 3. Messages Errors Window Shows system status or error messages such as MySonic Offline 4. Current Window Timer Shows in YELLOW numbers the Drive Thru AV Time for the car that is currently either at the front of the Drive Thru line or forced to display on the PAYS Terminal (using Change-Bump, refer to PAYS at the Drive Thru Window document) 5. Drive Thru PAYS Terminal Status Shows what is currently being displayed at the Drive Thru PAYS Terminal (if the store is configured with an outside Drive Thru PAYS Terminal at the window. The following status messages may also be shown in this area: PAYS TERMINAL IS OFFLINE if the outside terminal is disconnected NO DRIVE THRU PAYS TERMINAL IS DEFINED if an outside PAYS terminal is not configured 6. Drive Thru Status Monitor Contains 5 cells, similar to a food prep screen, that show the next 5 drive thru orders. The position of the orders (left to right) indicates the position of the car in the drive thru queue. Any order that is late will show in red. The word LATE will appear at the bottom of the order. Any order that is becoming late will show in yellow. The word SLOW will appear at the bottom of the order. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 43 of 46

44 Note: All Late and Slow thresholds are based on SI Brand Performance Standards. Any order that is ready to be delivered will show in green. If the current time is between the Hop Out Start Time and Hop Out End Time (see E2 composer documentation), the words HOP NOW will appear at the bottom of the order unless the order corresponds to the first car in the drive thru queue. NO ITEMS for the order will be displayed. 7. Questionable Transactions Displays count and last Ticket Number of tickets paid via a card that has been used previously in the same day. 8. Drive Thru Performance Monitor Shows drive thru metrics for each shift as defined in the 824 and whole day. DT Que The average queue time for Drive Thru orders. Indicates how long a car has waited in line before they reach the window. The time from when the ticket is totaled until the car in front of this ticket is scanned out. If no other cars were in line when this ticket was totaled, then the DT Que = 0. If the order is hopped out, the queue time is the same as ticket time. DT Window The average window time for Drive Thru orders. Indicates how long a car has waited at the window. The time from when the car in front of this ticket is scanned out until this ticket is scanned out. If no other cars were in line when this ticket was totaled, then window time is the same as ticket time. If the order is hopped out, then DT Window = 0. DT Delivery The Deliver time (tray speed) for Drive Thru orders. Indicates how long the food was sitting on the tray before delivery. The time from when the last food item was bumped off until this ticket is scanned out. DT Ave The average ticket time for Drive Thru orders. DT Late % The percentage of Drive Thru tickets that were late. Hop % The percentage of orders that were hopped out early compared to number that could be hopped out early. If the last food item was bumped off when the car was still in queue (i.e. not at the window) then this ticket could be hopped out early. If the ticket was scanned out when the car was still in queue then this ticket was hopped out early. 9. General Store Performance Monitor Shows non-drive thru metrics for each Shift and whole day. Late Ticket % The percentage of all tickets that were late. Recall $ Total current dollar amount of all tickets that were recalled. Express Ave The average ticket time for Drink Only orders. Express Late % The percentage of Drink Only tickets that were late. Man Hours Number of hours worked for all Hourly employees Curb Reply Time The reply time for stall orders. Curb Delivery Time The tray speed for stall orders. Curb Average Time The average ticket time for stall orders. Total Average Time The average ticket time for all orders. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 44 of 46

45 Hop Now! Configuration Allows ability to maintain HopOutStartTime and HopOutEndTime at the store level. These are used to determine whether the HOP NOW message should be displayed when an order can be hopped out. Settings are available in the 824 POS (Navigation: 3-2-3) or E2 Management Suite (Composer > Equipment Settings) as shown below. 824 POS Hop Now Settings Composer Hop Now Settings Example: Setting Hop Out Start Time to 6:00 and End Time to 22:00 would cause the Hop Now message to appear between 6:00am and 10:00pm but not appear between 10:00pm and 6:00am. For use 24 hours: set Start time to 00:02 and End Time to 00:01. Note: If the store does not have a Hop Thru door, set both Start and End Times the same and HOP NOW! Message will not appear. Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 45 of 46

46 Contact Information Telephone Contacts Helpdesk Toll-Free (800) Helpdesk Local (405) For Online Replacement Parts, visit: and click the Online Ordering Link Contacts General Information: Sales and Marketing: Billing or Account Information: Training Programs: POS Tech Support: Software Support: Version 3.03 Questions or Comments? Please contact the OMC Support Center Page 46 of 46

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