Venues

Help with Orders
How do I receive orders through TableTime?

We have created a web portal that can be accessed by your staff on any device to receive orders. Orders will appear in a queue on a first in first out (FIFO) basis and staff will be required to accept orders and notify guests of the wait time for their food.

Where do I go to receive orders?

To receive orders, simply click on the orders tab of the menu or the dashboard and they will appear there. Once you are in the orders screen, you can click on the orders to view the details and accept the order.

What device can I use to receive orders?

Because we have created a web portal, orders can be received from any of the following devices provided you have access to internet (desktop, laptop, tablet).

Can I integrate TableTime with my existing POS system?

Depending on your requirements and your existing POS system, we can explore integration. Additional fees may apply to ensure your POS system is up to date and compatible with our software.

What happens if my venue is experiencing high capacity and orders are coming in very quickly? How can I manage this?

Our goal with TableTime is to help you process orders more efficiently, not interrupt your current systems. The orders that come in on the web portal are designed in a way that requires the staff gate-keeper to accept or reject orders as they come in. At this point, the staff member has the ability to provide customers with an accurate wait period to help manage their expectations.

Can a customer order ahead before arriving to the venue?

We encourage customers to order ahead only when they have booked a table or if they have consulted with your staff about your capacity. At this stage we do not allow customers to allocate a time to their order so it is the customer's responsibility to be at the venue within the timeframe they have been provided upon order confirmation.

Can a customer order their meal to take-away?

We encourage our customers to consider the type of establishment they are ordering from and whether you would normally allow your customers to take food off the premises. We enourage customers to contact you about your take-away policy, before ordering.

Can a customer cancel their order?

Once a customer has confirmed their order on the app they are unable to cancel it unless they notify a staff member over the counter.

Can a customer edit their order?

Customer are unable to edit an order once they have confirmed an order via the app. If they go to the counter to edit or add an item, staff do have the ability to edit the order on the order screen of their account. Editing orders is however at the discretion of the staff member.

Help with Menus
How do I upload my menu?

All you need to do is go to the menu tab of your account, select "create menu" and you can easily input menu items including any customizations. If you have any difficulty creating your menu please contact one of our friendly staff members and we would be happy to assist you.

What if I want to change my menu?

You can edit your menu by going to the menu tab of your account. Here you can select to edit your menu which will allow you to go in and change menu descriptions, prices and imagery. You can also add or remove items from your menu.

What if I want to offer a special to my customers?

We recommend creating a separate menu for specials so that they can be changed and edited on a regular basis via the menu tab of your account. Alternatively, you could create a "specials" category of your menu which can also be easily edited.

What if I sell out of a meal? How will my customers know they are unable to order it?

You will have the ability to set menu items as unavailable once they have sold out. Once you sync the update, this will automatically set the item as "sold out" on the mobile app as well.

Help with Payments
What does it cost to use TableTime?

TableTime exists to solve a customer problem of disruptive dining experiences caused by counter ordering. Therefore, the platform is free to venues. We charge patrons a convenience fee of $1.50 on all orders under $50 and 2.95% of the transaction amount on orders above $50.

How do I receive payments from patrons who use TableTime?

TableTime will manage payments from your patrons. We will distribute the funds from all orders into your your nominated bank account at the listed menu price. You will also receive a report to show the breakdown of all orders accepted through TableTime each day.

If you are taking payment on our behalf, how soon will the money be in our account?

We will distribute any funds taken through TableTime into your nominated account the following business day. So any transactions taken Friday to Sunday will be deposited into your account the following Monday.

What payment types do you support?

Visa and MasterCard. Amex will be added shortly.

Are the credit Card details secured correctly.

We store the credit card details under the rigorous L1 PCI DSS standard.

Are the credit Card details secured correctly.What happens if a customer disputes the credit card payment with their bank after they have left the venue?

This is called a chargeback request. In this scenario we will work with you to determine what the issue was so as to resolve the customers charge back request. If we can not prove to the bank that the customer received a meal and was appropriately charged, the bank may reverse the meal payment. In this case we will reverse the payment from your account or we will reduce your settlement by the same amount.

What happens if a customer is unsatisfied with their meal and wishes to be refunded?

As we do not have quality control over your food or service, TableTime does not manage refunds. Our Terms instruct patrons to liaise with you directly if they are unsatisfied with their meal. Depending on your refund policy you then have the ability to resolve the issue as you see fit.

Is the customer data collected secure and private?

We store data under worlds best practice standards. We also comply with all of Australia’s Privacy legislation. You can view our privacy policy by clicking here.

General Enquiries
My order screen is not receiving orders, how can I fix this?

It sounds like you may have lost connection to the internet. Please check that you are connected and if you are still expertiencing difficulty, please call our support line or email us at support@tabletime.com.au

I am having difficulty creating a menu, why would this be?

We would first suggest that you clear your browsing cache and data as this can often cause delays. If you are still having difficulty, please ensure the images you are uploading meet the correct size requirements. If you have further trouble, please contact one of our staff so that we can pinpoint the error.

I am having difficulty creating a new venue, why would this be?

We would first suggest that you clear your browsing cache and data as this can often cause delays. If you are still having difficulty, please ensure the images you are uploading meet the correct size requirements. If you have further trouble, please contact one of our staff so that we can pinpoint the error.

Diners

Help with Orders
Can I pre-order my meal before arriving to the venue?

We encourage our customers to consider the type of establishment they are ordering from before ordering ahead. Is it normally easy to find a table or packed to the rafters? We can not guarantee a table will be available before you arrive to the venue unless you have made a booking or contacted the venue prior to arriving. If you choose to order ahead it is very important to make sure you are at the venue when your order is ready for collection.

Can I order food to take-away?

We encourage our customers to consider the type of establishment they are ordering from and whether you would normally be able to take food off the premises. If you do wish to take-away your meal and you are unsure what the venue's policy is, you will need to consult with the venue staff before placing your order.

How can I notify the kitchen to my food allergies?

We recommend consulting with a staff member before placing your order if you are concerned about your allergies. When placing your order, you can also enter any dietary requirements into the "special instructions" box on the order confirmation screen of the mobile app and the kitchen will receive those instructions when you place your order.

I like my meal to be served just right. How can I alert the staff to my special instructions?

When placing your order, please enter any specific requirements into the "special instructions" box on the order confirmation screen of the mobile app and the kitchen will receive those instructions when you place your order.

Can I add to or change my order?

You can keep changing or adding to your order up until you confirm the order. After you have confirmed your order it will be sent to the venue. You can however make an additional order with TableTime after your first order has been accepted by the staff.

Can I cancel my order?

Orders can be cancelled up to the time that the kitchen accepts the order. If you wish to cancel an order after it has been accepted by the venue, it is up to you liaise directly with the venue however, there is no guarantee that they will agree to the cancellation as the kitchen may have already started preparing your meal.

I was unsatisfied with my meal and wish to be refunded. How do I go about getting my money back?

Because we don't have control over the quality of your product, we do not manage refunds for any amount through TableTime. If you are unsatisfied with your meal, please notify the staff member on duty at the venue as you normally would. Depending on the venue's refund policy they will liaise with you to resolve your issue appropriately.

Help with Payments
How do I pay?

You can pay for your meal directly from your mobile device. Upon placing your order for the first time, you will be prompted to input your credit card details which will be safely secured by the bank. If you have downloaded the app before needing to place an order, go to the "payments" section under your account and add your preferred method of payment prior to placing your order.

Do I need to input my payment information every time I place an order?

Good news! With TableTime you only need to input your payment information once and each time you login, those details will be stored securely for future orders.

What payment types do you support?

Visa and MasterCard only. We are looking to introduce more payment types over time.

Can I add more than one credit card?

You will have the option to add multiple credit cards if you wish, however the first one you have entered will be set as a default each time you place an order. In order to change Payment Methods select 'Payment' from the menu, there you will find the relevant options.

Are the credit Card details secured correctly.

We store the credit card details under the rigorous L1 PCI DSS standard.

Why do you request that I provide my address?

In the event that any fraudulent activity occurs on your account, your address allows us to match your credit card details with the bank.

What is the TableTime Service amount for?

A service fee is charged to all orders placed on TableTime. This helps us run our platform and provide related services. 0.8% of the fee goes to the bank. The remaining amount is our TableTime service fee which allows us to continue providing and evolving the service to customers and venues.

I wish to dispute a charge for an order that was placed that I do no recognise or recall placing myself.

In the event that you wish to dispute a charge for an order that you believe you did not place, please contact us via email at suppot@tabletime.com.au with the information relating to your complaint. We will then deal directly with the venue with a view to resolving your dispute in a reasonable time frame.

Is my data secured and private?

We store data under worlds best practice standards. We also comply with all of Australia’s Privacy legislation. You can view our privacy policy by clicking here.

General Enquiries
What device can I use to order with TableTime ?

TableTime is available on Android and Apple smart phones. You can download the app and order directly from your mobile device while you are dining out.

What version of IOS software is TableTime compatible with?

TableTime is compatible with IOS 5.0 up to 8.0 and we are currently in the process of testing the application with the IOS 10.0

What version of Android software is TableTime compatible with?

TableTime is compatible with Android version 5.0 up to 8.0 and we are currently in the process of testing the application with the the latest version 9.0.

Some of the features are not working for me on my device. How can I report this?

We strive to ensure our customers are satisfied with our service. If something is not working for you please leave us a review on the feedack page of our app and we will endeavour to improve our service for you. Alternatively, please send us an email at support@tabletime.com.au and we will respond to your query as soon as possible.