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Frequently Asked Questions

Quick answers to common questions about OKeep.

General​

What is OKeep?​

OKeep is a restaurant management and loyalty platform. Customers scan QR codes to browse your menu, place orders, earn points, and redeem rewards — all from their phone. You manage everything from a single CRM dashboard.

How do customers order?​

Customers scan a QR code at their table with their phone camera. This opens the menu in either the OKeep mobile app or their web browser. They browse items, customize options, and place an order. The order appears instantly on your kitchen display and orders page.

Do customers need to download an app?​

No. Customers can order through their web browser by scanning the QR code — no app download required. However, the OKeep mobile app offers additional features like loyalty points tracking, voucher management, and push notifications.

Can customers order from home?​

If you enable online ordering, customers can access your menu through the app or a direct link. They choose a delivery mode (pickup or delivery) at checkout.

What devices does the CRM support?​

The CRM works in any modern web browser — Chrome, Firefox, Safari, and Edge. It is optimized for desktop but also works on tablets. For the best kitchen display experience, use a dedicated tablet or screen.

Orders​

How do I know when a new order arrives?​

Orders appear instantly on the Kitchen Display and Orders page. Enable sound notifications in the dashboard toolbar to hear an alert when new orders come in. The waiter dashboard lobby cards also update in real time.

What are the order statuses?​

Orders follow this lifecycle: Placed → In Progress → Ready for Pickup → Closed. Orders can also be Cancelled or Rejected at certain stages. See Order Statuses for full details.

Can I modify an order after it is placed?​

Staff can update the order status (accept, prepare, mark ready). For item-level changes, it is best to cancel the order and have the customer reorder. Notes can be added to communicate with kitchen staff.

What happens if we cannot fulfill an order?​

Open the order and select Reject with a reason. The customer is notified and can place a different order.

What is a group order?​

When multiple customers are at the same table, they can form a group. Each person adds items to their own cart, and the group owner submits one combined order. This appears as a single order on your kitchen display. See Receiving Orders for details.

Can I create orders on behalf of customers?​

Yes. Use the Order Creation widget on the dashboard to place orders manually — useful for phone orders, walk-ins, or customers without a smartphone.

How do I add items to my menu?​

Go to Menu Items in the sidebar and click Add Item. Fill in the name, description, price, category, and image. See Adding Items for the full guide.

How do option groups work?​

Option groups let customers customize their orders — things like size, toppings, or cooking preference. You create option groups once in the Option Library and then attach them to any menu item that needs them. See Options & Extras.

Can I temporarily hide a menu item?​

Yes. Edit the item and toggle Visibility off. The item stays in your system but is hidden from customers. Toggle it back on whenever you are ready.

Where do I manage images for my menu?​

Use the Asset Library (Menu Items → Asset Library in the sidebar). Upload images once and reuse them across menu items, vouchers, promotions, and surprise boxes. See Asset Library.

QR Codes & Service Points​

What is a service point?​

A service point (also called a "printer") is a virtual ordering location — typically a table, counter, or section. Each service point has its own QR code. When a customer scans it, they connect to that specific location. See Service Point Setup.

How many service points can I have?​

There is no limit. Create as many as you need for your tables, counters, takeaway stations, and other locations.

Can I customize the look of my QR codes?​

Yes. Use the QR Template Editor to create branded QR codes with your logo, colors, table name, and custom backgrounds. Templates apply when you download QR codes. See QR Templates.

Can I temporarily disable a service point?​

Yes. Edit the service point and change its status. The QR code will show a message that ordering is currently unavailable.

What delivery modes are available?​

Each service point can be configured for Table service (food brought to the customer), Pickup (customer collects from a counter), or both. See Service Point Setup.

Loyalty & Points​

How are points calculated?​

By default, customers earn points based on order total. You configure the earning rate in Settings → Merchant Settings → Points Settings (e.g., 1 point per unit of currency spent). See Points System.

When do customers receive their points?​

Points are awarded when an order is marked as Closed (paid). Cancelled or rejected orders do not earn points.

Can I give bonus points to a customer?​

Yes. Use the quick award buttons (+50, +100, +200) on the waiter dashboard or customer chat panel. You can also use the Give Points button in the customer info panel. Button amounts are configurable in merchant settings.

What happens to points if I cancel an order?​

If an order is cancelled after points were awarded, the points are automatically reversed with a compensating transaction. The customer's balance is corrected immediately.

Vouchers​

What types of vouchers are there?​

Two types: Free Item vouchers (the customer gets a specific item for free) and Discount vouchers (a percentage off the order total). See Vouchers.

Can customers use multiple vouchers on one order?​

Customers can use multiple Free Item vouchers on a single order, but only one Discount voucher per order. Free Item and Discount vouchers can be combined.

How do customers get vouchers?​

Customers purchase vouchers with their loyalty points through the mobile app. Vouchers can also be awarded as rewards for completing challenges, battle pass tiers, or surprise boxes.

What happens to expired vouchers?​

Expired vouchers become invalid and cannot be used. The points spent purchasing them are not refunded. Set reasonable validity periods to avoid customer frustration.

Marketing​

What are promo stories?​

Promo stories are image or video promotions displayed in the customer mobile app — similar to social media stories. You organize them into promo groups with scheduling and recurrence options. See Promo Stories.

How do spin wheels work?​

There are two types: post-order wheels (shown after placing an order) and the global wheel (available daily or weekly). Wheels reward customers with vouchers. You configure the segments, probabilities, and appearance. See Spin Wheels.

What are surprise boxes?​

Surprise boxes are mystery reward packages that customers purchase with points. Each box contains randomized rewards (points or vouchers) with configurable probabilities. See Surprise Boxes.

What is the battle pass?​

A seasonal progression system where customers earn XP and unlock tiers with rewards. Think of it like a loyalty ladder — the more a customer engages, the better the rewards. See Battle Pass.

Payments​

How do I accept online payments?​

Connect your Stripe account in Settings → Online Payments. Once connected, you can enable payment methods like Card, BLIK, and Przelewy24. See Online Payments.

What payment methods are supported?​

For online payments: Card (Visa, Mastercard), BLIK (Poland only), and Przelewy24 (Poland only). For in-person payments: Cash and Card at counter (configured in merchant settings).

Where do I see payment history?​

Online payment transactions, refunds, and payout details are available in your Stripe Dashboard at dashboard.stripe.com.

Team Management​

How do I add staff members?​

Go to Settings → Team Management and click Invite Member. Enter their email, assign a role, and send the invite. They receive a link (or you can share a QR code) to join. See Team Management.

What roles are available?​

Four roles: Owner (full access), Manager (daily operations), Waiter (table service and orders), and Cashier (payments and counter). See Adding Staff for a quick overview.

Can I remove a team member's access?​

Yes. Go to Settings → Team Management, find the member, and click Delete. Their access is revoked immediately.

Customer Chat​

How does customer chat work?​

The Chat page in the CRM lets you message customers in real time. You can see their order history, points balance, and active vouchers while chatting. See Customer Chat.

Can I see if a customer has read my message?​

Yes. Messages show read status indicators: single check (sent), double check (delivered), and filled double check (seen by customer).

Technical​

Is my data secure?​

Yes. All data is encrypted in transit and at rest. Authentication is handled through Auth0, an industry-standard identity provider. Payment data is processed by Stripe and never touches OKeep servers.

Can I use OKeep offline?​

The CRM requires an internet connection. The merchant mobile app has limited offline capabilities for creating orders on behalf of customers. See Common Issues for connectivity troubleshooting.

Where can I get more help?​

  • Browse this documentation for detailed guides
  • Check Common Issues for troubleshooting
  • Email support@okeep.io with your business name and a description of your issue