Overview
The objective of this SOP is to provide RS agents with a guide on how restaurant devices work, how an order flows from start to finish from the restaurant's perspective. The understanding of the Restaurant device will give agents the ability to assist restaurants when they are struggling with the functionality of devices and require support.
Areas of Focus:
- 1. Restaurant device 2.0 MP4 +
- 1.1 Introduction to the device
- 1.2 Using the MP4 + device
- 2. How to Log Into The Device & Log In Errors
- 3. What are the Different Restaurant Operational States On The Device
- 4. What are the Different Order Statuses on the Device
- 5. How to View Accepted Orders for the Day
- 6. How to Navigate to the Menu Option
- 7 How to Manage Menu Item Availability
- 8. How to Update Operating Hours on the Device
- 9. How to Manage the Online/Offline Duration
1. Restaurant Device 2.0 MP4+
1.1 Introduction to the device
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1.2. Using the MP4 + device
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Switching device off/on and rebooting
Hold the power button for 2-3 seconds. - Two options will appear. - Select "Power off" to turn off the device. - Select "Restart" to reboot the device NB* Always advise the restaurant to rather set the status to offline rather than switching off their device if they are going to temporarily stop trading. |
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Charging and Battery Level
Charging using the Docking Station Charging cable must be plugged into the docking stations’ charging port and the device placed on top of it. A notification sound will play confirming the device is charging
Charging device directly without docking station
Observing the Battery Level
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Network Connection & Sim Cards
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Printing Paper Compartment
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2. How to Log Into The Device & Log In Errors
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How to Log In
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Potential Login Errors
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3. What are the Different Restaurant Operational States On The Device
- In order for a restaurant to start receiving orders, its operational status must be set to “online”.
It is important to advise the restaurant that during periods in which they are not wanting to trade and accept orders, the device should be left on charge and set to “offline”.
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Online/OfflineOnline
Offline
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Suspended
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Restaurant Closed
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4. What are the Different Order Statuses on the Device
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New Order Screen
After accepting the order, the restaurant will then choose a preparation time.
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Accepted Orders
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Rejected Orders
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Missed & Canceled Orders Missed
Cancelled
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Errors during order acceptance
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5. How to View Accepted Orders for the Day
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Order Categories
*Only “today’s” orders are visible in any of the categories.
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6. How to Navigate to the Menu Option
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General Help
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7 How to Manage Menu Item Availability
The menu item availability function on the device allows restaurants to mark items out of stock or available independently. Better menu management will improve customer experience by reducing instances where customers do not receive what they ordered due to out of stock items not being hidden.
Menu Item Availability Practical Video ( Press CTRL and Left Click )
RS Agent Actions: As an RS agent you are required to understand the menu item availability function, teach the restaurant how to use that function when they call in, and escalate any issues and errors to the device team.
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Navigating to Item Availability
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Understanding the Item Availability Page
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Browsing Menu Restaurants can find menu items in two ways either by searching for the item or by navigating to the section the menu item falls under. Tip: If the restaurant is hiding 1 menu item, advise them to use the search function. If the restaurant is hiding multiple items in a section select the menu sections
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How to Mark Items Out Of Stock
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How to Mark Items Available Select the “Sold Out”
Mark 1 Item as Available
Mark All Items as Available
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Hidden Items
NB* Hidden Menu Items/Sections on Marketplace cannot be made available on the device by the restaurant. If a restaurant tries to make a hidden menu item available on the device they will get an error message informing them to contact RS. RS will then have to make the item available via Marketplace.
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Zendesk Ticket
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8. How to Update Operating Hours on the Device
Instead of calling in to RS to amend their operating hours, restaurants can now update their weekly and public holiday hours on their device.
Operating Hours Changes - Practical Visual of Device (Hold CTRL & Left Click to View)
RS Agent Actions: As an RS agent you are required to understand the Operating Hours functionality, teach the restaurant how to use that function, and escalate any issues and errors.
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Navigating to Operating Hours Restaurants can change their operating hours by firstly navigating to their menu page and selecting the ‘Hours’ option
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Editing hours Once the restaurant has chosen a day where they want to edit the hours , advise them to select the ‘Edit’ option on that specific day and do the following:
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Closing Restaurant for a Day Closed a restaurant on a specific day:
Opening the closed restaurant:
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Zendesk Ticket
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9. How to Manage the Online/Offline Duration
Instead of Restaurants calling in to RS for RS to switch them from online to offline or vice versa, the Restaurant can now action it themselves. This can be used for instances where there is loadshedding, busy times and any reason where the restaurant needs to go offline temporarily or for the rest of the day.
Online/Duration Duration Management Practical Video (Press CTRL and Left Click)
RS Agent Actions: As an RS agent you are required to understand the Online/Offline function, teach the restaurant how to use that function, and escalate any issues and errors.
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Selecting the Option to go Online/Offline
4. Confirmation that the the restaurant is offline
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Zendesk Ticket
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4. Troubleshooting guide for MP4+ ( Restaurant Device 2.0)
POPI Restaurant Verification
When outbound or inbound contact is made to a Restaurant related to resolving the device issues, agents must ensure they follow the POPI Security Questions.
All security vetting questions related to inbound and outbound restaurants contacts can be found in the :POPI FOOD CS SOP
Important to Note: When troubleshooting restaurant device issues, ensure you go through all the relevant troubleshooting steps to ensure that the issue cannot be resolved before escalating further.
Charging dock/Cradle removal
Upon receiving a inbound call, we require an agent to assist the store with their inquiry, as part of the call agents should confirm the charging method stores use to charge their device.
Question: Are you using your chagring dock to charge your device?
- IF YES - inform the store to remove their device from the charging dock. The device should not even be resting on the charging dock while it is plugged in directly to the device.
- Proceed with the store inquiry
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IF NO - Proceed with the store inquiry.
Should stores have additional questions about the charging dock/method
Inform the store the charging dock was an additional charging method in case of the device charger port get damaged, however, we found that the charging dock deteriorates the battery instead of charging it causing the device to go in limp mode (blank screen) until the battery is replaced.
The charging docks will be collected by the respective account manager upon store visits.
1. Printing Issue:
1.1 Not feeding the slips
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Check the type of paper used (Thermal paper must be used) |
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Confirm if the paper roller/mechanism is in place. |
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Check if the paper roll is feeding in the right direction(feeding from the top) |
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Check that nothing else other than the paper roll itself is inserted in the paper roll compartment |
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Ask the store to reprint an old order or send a “print” command to the device using connect. |
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If the above doesn’t provide results, you can escalate through to the Device Team. Ensure that when escalating you use the correct classifications i.e Printing Issue Hardware = This is any issues relating to the actual physical aspects of the device such as “The paper compartment is jammed,paper compartment is broken” Printing Issue Software = This is any issue relating to the technical side of the device such as “The device is printing in Chinese”. |
1.2 Blank/vague printing.
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Send a “Set printer darkness” command, the darkness value can be changed to 3 |
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Send a “Reboot” command and confirm if the printer darkness is enhanced. |
2. Device does NOT turn ON
2.1 Blank Screen.
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Confirm with the restaurant that the devices’ screen is blank to verify that it's off. |
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Check the communication state of the device on Connect to verify that it's off (will be “over deadline 1/2/3” or reflect “shutdown” under Events ) |
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Check battery level under “latest data”(should not be on 0%). |
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If the battery level is 0%. |
2.2 Device stuck on Boot mode/Factory Mode
- booting is the process of starting a computer or device. It can be initiated by hardware such as a button press, or by a software command.
- The “blue buttons on the left”, on the device, is functional in these menus and can be used to navigate the menu on display.
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Boot Mode
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Factory Mode
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If the device requires login details after reboot, please refer to section “5. Logged out devices”. |
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If the above doesn’t provide results, you can ask for technical support. |
3. Connectivity Issues.
3.1 “over deadline 1/2/3” on Connect (Battery percentage above 5%)
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A reboot is required before attempting any further troubleshooting. |
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Check the last message time, if the last message time is less than 12 hours ago and the battery percentage is 5% or above, send a Ping to the device. |
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If the “last seen” time is more than 12 hours ago, the device is powered off and a Ping would not be successful. |
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Ensure the device is not kept in an enclosed area. The device should preferably be placed on top of a counter and not beneath it. When the device is placed in an enclosed area this may negatively impact the connectivity. |
3.2 Stuck on “Connecting to Mr.D - this may take up to 3 mins”
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Confirm if the store is seeing any other indicators on the device in line with the signal and battery indicator; ie. a red banner stating “internet connection lost”
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If yes, the Wifi or Airplane mode might be enabled. |
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If no, please follow steps 4.1 - 4.2 below and request that the store select “log out” at the bottom of the screen, the store can now proceed to log in with their store ID |
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If “Airplane mode” is enabled: 4.1 Tap x10 times on the MrD logo/Burger on the screen (above the words “connecting to Mr D Food”) 4.2 A settings pin will be required which is (2112) standard on all devices. Once inserted the store can select unlock. 4.3 Go to “device settings” 4.4 An airplane icon will appear on a blank screen, the store should tap the airplane and disable airplane mode, once disabled the screen will go blank 4.5 The store can now reboot the device. 4.6 The device will now be "active" on connect
→ If no icon’s are presented, go one step back by pressing the back button and request the store to tap on log out. → Proceed to log in with the store ID. **Please note that the settings pin and store ID are two completely different numbers, the settings pin is 2112 which is standard on all devices when going to device settings and the store ID is unique to each store |
| 5 | If the above doesn’t provide results, you can ask for technical support. |
4. Charging Issues
4.1 Device is not charging
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Confirm if the store is using a charging dock (blue in color). |
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If yes, the charger should be connected to the top of the charging dock and a blue charging light will reflect on the side of the dock. |
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Should the charging dock not provide a blue light and the device does not switch on after placing the device on the dock, refer to line 4. |
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If no, check that the charger is plugged in properly on both ends. |
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Should the above not provide results, the store can plug the charger straight into the device. |
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Charging issues on smart will reflect under Events, below is an example of a device not plugged in on charge. If a device is plugged in on charge, Connect logs will indicate “On charge-true" |
5. Logged out devices
5.1 Logged out via Marketplace: Restaurant reporting their device is loading and not connecting to MrD
- If a restaurant reports their device is loading on “connecting to MrD, this may take up to 3min” and connectivity troubleshooting has been done but has not resolved the issue:
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Check the restaurant status on Marketplace. If the store is in a NEW status, DO NOT provide the store with their APP ID and refer them to the Account manager as the store is yet to go live. |
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If the store is not in NEW status. Check the device information on Marketplace to confirm if the device is logged in.
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Always ensure to save the USERNAME as the PASSWORD on Marketplace before providing the store the login details. |
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If the above doesn’t provide results, you can ask for technical support. |
6. Connecting a device to wifi
We are aiming to increase device connectivity and reduce both SAR’s and our overall Auto suspend count. Having devices connected to Wifi should serve as a fail safe in case both networks are bad at any given time.
This means stores will spend less time in auto suspend if they are disconnected due to connectivity issues on one of the provided sims (MTN & Vodacom).
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Navigate to Settings
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Send All settings Command
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Navigate to Device Settings
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Once connected, wifi will appear in the middle of the top bar of the screen where the network is usually presented.
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Request the store to restart their device, this will allow the device to exit the settings screen and return to the normal/login screen.
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