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OLO MANUAL ®2016 Port of Subs, Inc. MC 031016

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OLO Manual PORT OF SUBS, INC.

Table of Contents

Program Overview ...................................................................................................... 3

Getting Started ............................................................................................................ 5 OLO Onboarding ........................................................................................................................................................ 5 Participation Costs .................................................................................................................................................... 6 PCI Compliance Survey .............................................................................................................................................. 7

Procedures ................................................................................................................ 20 Dashboard Certification .......................................................................................................................................... 20 Checklist .................................................................................................................................................................. 22 Operational Procedures .......................................................................................................................................... 23 Chargeback Procedures ........................................................................................................................................... 25

OLO Dashboard – Frequently Asked Questions .......................................................... 28 General Info ............................................................................................................................................................. 28 Edit General Settings ............................................................................................................................................... 29 Issue Refunds and Adjust Sales ............................................................................................................................... 30 Manage Menu ......................................................................................................................................................... 31 Pull Reports ............................................................................................................................................................. 32

Ring-‐In Procedures .................................................................................................... 35 Ringing up an OLO Order on the Microsale system ................................................................................................ 35 Balancing your OLO transactions ............................................................................................................................ 37 For the 5500 Registers ............................................................................................................................................ 37

Balance OLO Reporting To Your Sales Journal ............................................................ 38

Optional Programs .................................................................................................... 42 In-‐Store Payment .................................................................................................................................................... 43 Gold Star Guarantee ................................................................................................................................................ 46 Delivery Program ..................................................................................................................................................... 50 Same-‐Day Catering Program ................................................................................................................................... 51 California Combo Meals .......................................................................................................................................... 52


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Program Overview Introduction The younger generations are driving digital ordering, which is growing 300% faster than dine-‐in traffic. The mobile component of digital ordering is growing at an even faster rate and now makes up about 23% of food orders, mostly in the sandwich category. Now is the time to maximize our opportunities to grow our online ordering business! The reason consumers prefer online over traditional orders is because it offers instant gratification. It’s all about being able to have the convenience to go online, look at a menu, look at the items you want and not have to wait for someone. There are also other benefits, such as order accuracy and price checking, the elimination of any language barriers, and the convenience of already having your payment information on file, instead of having to enter it every time. Port of Subs, Inc. is consistently seeing higher ticket orders on OLO transactions:

1. Tickets received from an online purchase are an estimated 12 – 17% higher as a result of the food imagery and the upsell messaging.

2. When ordering online, guests feel less rushed to make a quick decision and are more likely to add items that would otherwise be overlooked.

3. Our average ticket amount is currently $22.64.

4. Online orders also give us the opportunity to attract more customers, as menus posted online have a reach of 20% more customers.

About OLO OLO is a fully managed Software-‐as-‐a-‐Service online ordering platform based out of New York City. They have a solid reputation and an impressive client list. OLO brings the kind of experience that can only be obtained through decades of working with several, diverse, multi-‐unit QSRs across the country and the world. Staffing teams of experts, they continually adapt to the quickly changing digital landscape and develop their software to make sure that their clients can provide the best online experience. Port of Subs® has partnered with OLO to implement a brand new online ordering system that is reliable, fast, and secure. We have worked closely with our partner to create a perfectly tailored digital ordering program with all of the features and integrations needed. OLO will handle servers and uptime, so we can focus on our food and happy guests. Some of the enhancements that you will quickly appreciate include the following:

1. Group Ordering One person can start an order and then email it out to the entire office. When the last person is


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done, the order is submitted to the restaurant in just one order.

2. Online Payment This forces all guests to pay on line. It will provide our guests a better experience as they can get in and out of your restaurant faster then ever! Subsequent orders will be expedited since their credit card information will be saved within the guest profile. Online payment also helps our restaurants from a labor and service perspective.

3. Robust Reporting From individual stores to our entire operation, we will benefit from the analysis and control needed to make great objective decisions in order to grow our business. Each restaurant will have its own dashboard where you’ll be able to login and see exactly what’s going on with your online orders.


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Getting Started OLO Onboarding

There are 5-‐steps to our OLO Onboarding process. Please follow the steps below, in order to participate in the OLO Online Ordering Program.

1. STEP 1: Create Merchant ID Complete the “Merchant Interview Worksheet”, and send to Beckie Walker at Wells Fargo by fax or email. Within 2 -‐3 days, Beckie will send an agreement to the franchisee for signature and approval. After this paperwork is submitted, it will take approx. 5 days to create and receive your new Merchant ID. You can locate the Merchant Interview Worksheet at www.mySLICE.portofsubs.com/OLO/getting-‐started/

Beckie WalkerRelationship Manager, Wells Fargo Merchant Service 1 Western Maryland Parkway • Hagerstown, MD 21740 Tel 301-‐766-‐5642 • Toll Free 800-‐542-‐2760 • Fax 402-‐315-‐5321 [email protected]

2. STEP 2: Complete the OLO Activation Form

Sign up your restaurant at bit.ly/portofsubsactivation. In addition to the standard information that you’ll have readily available, you will need the following information to activate your restaurant

a. Bank Account information b. Tax ID # c. You will also need the email and/or mobile phone number of your designated

“escalation” person. This is the person who will get a notification if OLO doesn’t receive confirmation that you had received an order. The escalation person must be the franchisee or a trusted manager.

3. STEP 3: Build and Confirm Menu In order to build your OLO menu, there is very specific information that is required. It is YOUR RESPONSIBILITY to submit the following information: menu items, pricing and hours of operation.

Please visit http://myslice.portofsubs.com/OLO/getting-‐started/, click on ‘Step 3’, and submit the required information. After your OLO menu is built, Port of Subs, Inc. will email the link to your restaurant’s menu. Please take the time to go through each item to confirm that all information is correct.


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4. STEP 4: Activate OLO Dashboard Account Within 2 days of submitting the OLO Activation Form, you will receive an email from OLO containing a link that brings you to the Dashboard and prompts you to enter a new password.

To login, enter your username, typically an email address, and your password. Remember, Passwords are CASE SENSITIVE and must be at least 8 characters, and must contain both upper and lower case letters.

The OLO Dashboard is your one-‐stop shop for most everything you will need to manage your online and mobile ordering program. The OLO Dashboard allows you to edit certain store settings, including hours of operation and payment information. The Dashboard allows you to view past orders, with full order details included, as well as issue refunds and sales adjustments. Franchisees can also pull detailed sales reports and past invoices, among many other features.

Take this time to explore the OLO dashboard, training videos and the Frequently Asked Questions.

5. STEP 5: Testing

Port of Subs, Inc. will submit a test order to ensure that the fax ordering is set up and working correctly. Please take submit a few orders of your own, so that we can make sure that the menu is correct and that the system is working properly. Upon your confirmation, your restaurant will go live!

Participation Costs Restaurants are billed monthly by OLO via EFT. The $80 fee will be drafted on the 1st of the month for the previous month. You will receive an email statement to the billing email address that you provide during the activation process. There will also be a $9 per month merchant fee plus a 5.5¢ per transaction fee to Wells Fargo customers. For those restaurants using another provider, please contact your Field Marketing Consultant (FMC) for assistance in setting up your account.


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PCI Compliance Survey The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to ensure that ALL companies that process, store or transmit credit card information maintain a secure environment. Essentially any merchant that has a Merchant ID (MID). As part of your new Wells Fargo Merchant ID, each franchisee is required to complete the PCI Compliance Survey. If you do not complete the survey by this date, then you will be subject to a $25.00 fine, per month. Follow the instructions below to complete the survey:

1. Go to the following website: pci.trustwave.com/wellsfargo 2. Click ‘Get Started’


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3. START: Enter required information, then click ‘Continue’ Company Name: Port of Subs (store #) Online Example: Port of Subs 100 Online Merchant ID: If you do not know your Merchant ID, contact Beckie Walker Country Zip/Postal Code Authorized Contact: Name and contact information of Franchisee

4. MY BUSINESS: Select ‘Website’, then click ‘Next’


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5. MY BUSINESS: Select ‘A Third-‐Party’, then click ‘Continue’

6. REGISTER: Create Your User Account Enter the required information, then click ‘Register’. This will be your login for future use.


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7. OVERVIEW Click ‘Next’

8. MERCHANT PROFILE Enter required information, then click ‘Next’ Industry: Food Service Primary Contact Service Providers: Yes Multiple Acquirers: No


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9. MERCHANT PROFILE: PCI ASSESSMENT AND STATUS REPORTING Select Merchant ID and click ‘Next’

10. BUSINESS ENVIRONMENT: VERIFY YOUR CARD ACCEPTANCE INFORMATION Enter required information, then click ‘Next’ In Person Purchase: No Mail or Telephone Orders: No Website Orders: Yes Other Details: Your website redirects customers to a third-‐party (service provider) to take credit cards from customers and process payments. Your customers never enter credit card numbers on your website directly.


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11. BUSINESS ENVIRONMENT: Click ‘Add Web Site’, then enter ‘order.portofsubs.com’ and click ‘Save’.

12. BUSINESS ENVIRONMENT: Click ‘Add Service Provider’


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13. BUSINESS ENVIRONMENT: ADD SERVICE PROVIDER First type OLO in search, then click ‘No Match, Add New’ Enter the required information, then click ‘Register’ Service Provider Name: OLO Serviced Provided: Website Hosting and Payment Processing Is this service provider PCI compliant? Yes

14. BUSINESS ENVIRONMENT Click the ‘Next’ button


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15. QUESTIONNAIRE Select ‘Step-‐By-‐Step’, then click ‘Next’

16. QUESTIONNAIRE: CARD DATA STORAGE AND PROCESSING Select ‘None of the above – I never store credit card data’, then click ‘Next’


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17. QUESTIONNAIRE: CARD DATA STOREAGE AND PROCESSING Select ‘No – a third-‐party service provider handles ALL administration’, then click ‘Next’

18. QUESTIONNAIRE: CARD DATA STOREAGE AND PROCESSING Click ‘Continue’

19. QUESTIONNAIRE: PHYSICAL SECURITY Find Physical Security, then click ‘Begin’


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20. QUESTIONNAIRE: PHYSICAL SECURITY Select ‘No’, then click ‘Next’

21. QUESTIONNAIRE: PHYSICAL SECURITY Click ‘Continue’


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22. QUESTIONNAIRE: SECURITY POLICIES Select ‘No’, then click ‘Next’

23. QUESTIONNAIRE: SECURITY POLICIES Click ‘Next’


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24. QUESTIONNAIRE: ELLEGIBILITY Click ‘Next Section’

25. QUESTIONNAIRE: CONFIRMATION Click ‘Submit’


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26. PCI CERTIFICATION STATUS: Passed! You are done!

If you have any questions, please contact Beckie Walker:

Beckie WalkerRelationship Manager, Wells Fargo Merchant Service 1 Western Maryland Parkway • Hagerstown, MD 21740 Tel 301-‐766-‐5642 • Toll Free 800-‐542-‐2760 • Fax 402-‐315-‐5321 [email protected]


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Procedures Dashboard Certification

❑ Log in to your OLO Dashboard account

1. To access your OLO Dashboard, please visit www.mySLICE.portofsubs.com/OLO Logging in for the first time? You will receive an email from OLO containing a link that brings you to the Dashboard and prompts you to enter a new password.

2. To login, enter your username, typically an email address, and your password. Remember, Passwords are CASE SENSITIVE and must be at least 8 characters, and must contain both upper and lower case letters.

a. If you do not remember your password, click here for more instructions.

b. If you do not have an OLO Dashboard account, please email [email protected] with the following information: Your Name, Store Number, Store Name, Full Street Address for the Store, and Store Phone Number

3. Once your information has been verified, the OLO Help Team will set up a new Dashboard account for your store.

❑ Confirm Your Store Information 1. Click on the ‘Settings’ tab on the left side of the screen

2. Click on ‘Store Settings’ link

3. On the right side of the screen, select the store whose hours you’d like to edit

4. Adjust any information, then click ‘Save Store Settings’.

❑ Confirm Your Store Hours, Store Information and Tax Rate 1. Click on the ‘Settings’ tab on the left side of the screen

2. Click on ‘Store Hours’ link


4. Click ‘Add Business Hours’ or ‘Add Delivery Hours’ and adjust your hours accordingly

NOTE: To simplify the process, consider using the ‘Add Base Hours for All Days’ feature, which allows you to uniformly set hours for the whole week.

5. Adjust hours by clicking ‘Edit’ next to the desire time frame


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❑ Review Test Order 1. Click on the ‘Orders’ tab on the left side of the screen

2. Click on ‘Lookup By Order ID’ link

3. Search by order ID

4. Click the order ID number to view order details

❑ Issue a Refund 1. Click on the ‘Orders’ tab on the left side of the screen

2. On the right side of the screen, select the store from which the order came

3. Enter the OLO Order ID into the Specific Order field

4. Click ‘See Order Details’

5. Click ‘Refund’ at the top right of the Order Details page

6. Enter your name, select a reason for the refund, and enter any details for the customer

7. Click ‘Review Refund Request’

8. Click ‘Process Refund Request’

a. Double check your details before clicking ‘Process Refund Request’. This will submit the refund to the payment processors for settlement. You will not be able to reverse this action.


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Checklist In order to set up your restaurant for success, we have identified several questions for each restaurant that will give a baseline for addressing online orders. For the Port of Subs® restaurants to avoid receiv-‐ing OLO complaints, this checklist is especially important. Answering “YES” to the questions below will add to your success. Back Line or Second Line Staffing a back/second line will allow you to run more orders thorough your line at lunch. For restau-‐rants that find themselves maxed out during lunch, we recommend setting up a back/second line so that more orders may be run through your line at lunch.

1. Do you typically max out your line(s) at lunch? rYes rNo a. If yes, during which times is your line(s) maxed out? ___:___am/pm – ___:___am/pm

2. Does your restaurant have a back line or second line? rYes rNo

a. If yes, what are the hours that your back/second line ___:___am/pm – ___:___am/pm is set up?

b. If yes, do you staff the back line during lunch? rYes rNo Required Tools

1. Do you have a holder or clip to keep the OLO orders off the rYes rNo counter and free from contamination? You may purchase wall order holder or stand with clip from your local restaurant supply company, or online at www.wasserstrom.com.

2. Do you have a designated “Online” folder, where you store rYes rNo the printed copies of the fax order page?

3. Is your fax machine in good working order? rYes rNo

4. Is your fax machine easily accessible? rYes rNo

5. Do you have the fax machine alarm installed, with the volume rYes rNo setting up loud enough for your team members to hear?

Training

1. Have you trained your employees on the OLO Operational Procedures? rYes rNo

2. Have you trained your manager and closing staff on the OLO Dashboard? rYes rNo


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Operational Procedures

1. Every morning, you must check to ensure that there is paper and toner in the fax machine. Also look for any new orders that may have come in.

2. When you receive an OLO order, take the fax order page off of the fax machine and review it.

Check the time and date the order is due and, with a highlighter, highlight the information. If this order is flagged for in-‐store payment, then highlight “In-‐Store” to indicate payment is still needed for that order. You will also need to highlight any special instructions or requests. Examples of special instructions:

a. Double meat b. Extra vinegar c. No oil

3. If the order is slated same day pick-‐up, you must make it as soon as you can but no more that 2)

hours before the order is due. The more orders you make up front at the beginning of your day, the more orders you will be able to run through your line at lunch. Again – do not wait to make any OLO if it is due that same day. The total should always match the total that came through on the faxed order. No exceptions!

4. Ring in the order into Microsale register. If the guest paid for the order online, then ring in the

order and complete the transaction. If the order is marked for in-‐store payment, ring it up and place the ticket on hold. Refer to In-‐Store Payment Ring-‐In Procedure.

5. Place the fax order page in the order holder and begin making the order. In order to assure

100% accuracy, cross-‐check your selections with the faxed order page. 6. Place order into middle position where all condiments are placed on the items. Again, in order

to assure 100% accuracy, cross-‐check your sections with the faxed order page. 7. For Grillers, plan accordingly – around 5 – 10 minutes prior to when order is due for pick-‐up,

make the Griller sandwich and wrap in foil* to keep warm until guest arrives to pick it up. *FOIL PAPER IS MANDATORY!

8. The employee assigned to the back line on the shift roster is the one that will be responsible for

double-‐checking all OLO orders. Their goal is to ensure that the orders were made to the guest’s exact specifications and that the order is ready for pick-‐up at the correct time. After verifying that the order was made correctly, they must initial or place a sticker on each item.

9. Individually label each item with the name of the person listed on the fax order page or the

sandwich number, then place the item into a plastic sandwich bag.


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10. Once verified, bag or box the order. Use a t-‐shirt bag, or re-‐purpose the bread boxes, and make sure that you keep hot foods hot, and cold foods cold. Add all required sides, bottled drinks, cutlery, napkins, and labeled bagged items. Tape the order page onto the bag or box, then place in the refrigerator.

11. This order is now ready for pick up.

12. Designate an “Online” file, then file the fax order pages in sequential date order.


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Chargeback Procedures What is a Chargeback? Credit card providers allow customers the right to dispute any charge on their card. This process applies to both online and in-‐store transactions. Merchants are given a chance to provide evidence that the transaction was authorized by the customer, and the card provider makes a ruling on the disputed charge. Disputed charges are termed “chargebacks” because if the provider rules in the customer’s favor it results in a reverse transaction that takes the charge back from the merchant. Although typically rare, this is a real risk that must be recognized by merchants, as card-‐issuing banks tend to side with the customer in most disputes, and particularly for disputes involving online transactions. [i]

How OLO Protects the Merchant OLO follows the recommended best practices by capturing and verifying card data before processing online transactions. OLO verifies a customer's credit card using the card number, card expiration date, card billing address zip code match (AVS match), and CVV code match. Every online transaction sent to the store is billed only after the card information has been validated from the authorizing card provider. When a customer enters in a credit card on the site today, they must fill in the following:

Once the customer enters in their information, they submit the order and OLO sends the credit card details to the Wells Fargo Merchant Services network to confirm they are valid. The transactions then gets sent out to the respective card issuers for authorization approval and address verification. If the card issuers confirm the information is valid, they send it back through the Wells Fargo Merchant Services network and they give the approval to OLO and we will allow the order to go through and send it to the store. The card issuers will only be approving transactions if the 16-‐digits, Expiration Date, CVV, Street Address and Zip are correct. If any of these are incorrect, the order will fail and it will not be placed.


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Address Verification Additional fields are now required when the customer enters in credit card credentials:

OLO then takes the billing address the guest enters (e.g. 14 Main Street) and send that over to the bank to confirm the street address number matches that of the billing address for the credit card. Note: The one issue that may arise occurs in areas where the streets are numbered (e.g. 23rd street). If a customer enters in their billing address as "15 23rd Street", some banks will see the address number as "1523", resulting in a false positive and a failed order.


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What Tips Can OLO Provide to Help?

1. Retain order information Merchants are generally advised to retain all credit card receipt information for at least 18 months, as disputes may be initiated by the customer during this timeframe. To pull a past receipt for a past OLO online order, login to the OLO dashboard (https://my.OLO.com), click on the “Orders” tab, and search for the order using the date and order total amount on the dispute paperwork. Print the online order record to include in your response along with the in-‐store receipt.

2. Contact the customer

Many chargebacks result from genuine customer confusion. Every OLO online order record will provide the customer’s name and contact phone number. Call the customer and attempt to clear up the confusion on the charge, so that the customer can provide a note for your response.

3. Respond to any dispute in a timely manner

You are generally provided two weeks to respond to a dispute from the time the paperwork is sent to you. Failure to respond by the response deadline will automatically result in a chargeback ruling in favor of the customer.

Will Merchants Win Chargeback Disputes if the Response is Processed in Time?

Response results vary greatly. OLO has had experience in both winning and losing chargeback disputes when submitting the same order information. In cases of genuine fraud (i.e. stolen cards, hacked accounts), it is likely that the provider will rule in favor of the customer even when the merchant correctly validated the card details previous to purchase. OLO recommends processing chargebacks for online transactions in the same manner as chargebacks for in-‐store transactions, along with the additional OLO order record from the dashboard. ‘Card Not Present’ transactions are difficult to dispute when the incoming response is “fraud”, but any supporting documentation that can be provided to the issuing bank is helpful to try to reverse the chargeback. [i] “High-‐risk industries such as online shops anticipate losses and spread them over the prices that are paid by honest buyers. The FBI's Financial Report to the Public in 2007 estimated such losses to be $52.6 billion that are borne by 9.91 million US consumers. Recently several attempts have been made to amend the legislation to protect cardholders and merchants from fraud, but credit card companies are heavily resistant to such initiatives.” Taken from Fraud Benchmarks and Best Practices: Digital Merchants, A CyberSource White Paper, by Paul Brock, CyberSource Corporation, www.cybersource.com


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OLO Dashboard – Frequently Asked Questions General Info

What is the OLO dashboard? The OLO Dashboard is your one-‐stop shop for most everything you will need to manage your online and mobile ordering program. The OLO Dashboard allows you to edit certain store settings, including hours of operation and payment information. The Dashboard allows you to view past orders, with full order details included, as well as issue refunds and sales adjustments. Franchisees can also pull detailed sales reports and past invoices, among many other features. How do I log in to my dashboard account? To access your OLO Dashboard, please visit www.mySLICE.portofsubs.com/OLO To login, enter your username, typically an email address, and your password. Remember, passwords are CASE SENSITIVE and must be at least 8 characters, and must contain both upper and lower case letters. If you do not have an OLO Dashboard account, please email [email protected] with the following information:

1. Your Name 2. Your Store Number 3. Store Name 4. Full Street Address for the Store 5. Store Phone Number

Once your information has been verified, the OLO Help Team will set up a new OLO Dashboard account for your store. For best results, OLO recommends using one of the following internet browsers when accessing your Dashboard: Internet Explorer 7 or higher, Mozilla Firefox and Google Chrome. What if I forget my password? On the Dashboard login page, my.OLO.com, click ‘Forgot Password’. You will be prompted to enter your email address and an email will be sent to your account. Click the link in the email that reads: “Click here to reset your password”. If you enter an email address that is not connected to your OLO Dashboard account, you will receive an email alerting you of this and to enter a different email. Once you receive the email and click the link that reads “Click here to reset your password”, you will be prompted to enter a new password. Again, your password is CASE SENSITIVE, must be at least 8 characters long, and must contain upper and lower case letters. Click Reset Password. You are all set! You may reset your password this way at any time.


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Edit General Settings How do I edit my hours of operation?

1. Login to the OLO Dashboard at www.mySLICE.portofsubs.com/OLO

2. Click on the ‘Settings’ tab on the left side of the screen

3. Click on ‘Store Hours’ link


5. Click ‘Add Business Hours’ or ‘Add Delivery Hours’ and adjust your hours accordingly NOTE: To simplify the process, consider using the ‘Add Base Hours for All Days’ feature, which allows you to uniformly set hours for the whole week.

6. Adjust hours by clicking ‘Edit’ next to the desire time frame Closing for a Holiday or Other Occasion? Use the Business Hour Overrides feature to disable your store for a planned holiday or occasion. Select ‘Add Business Hours Override’, enter the date and time range of the planned closing, and click ‘Add Override’. By using this Business Hour Override, you will prevent customers from ordering food for that selected day. How do I edit my tax rate?




4. On the right side of the screen, select the store whose tax rate you’d like to edit

5. Adjust the Tax Rate field

6. Click ‘Save Store Settings’ How do I edit my payment details?

1. Dashboard accounts with access to Payment Settings are able to edit these details at any time. All updates are effective immediately and will be applied to your next invoice.





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5. On the right side of the screen, select the store whose payment settings you’d like to edit

6. Select ‘Payment Settings’

7. Adjust any of the following fields: Account Name, Routing Number, Account Number, Account Type, Account Holder Type, Billing Address, Billing Contact, Billing Email Address

8. Click ‘Save Settings’

Issue Refunds and Adjust Sales How do I issue a full refund? You can use the OLO Dashboard to issue a full refund at any time.

1. Click on the ‘Orders’ tab on the left side of the screen


3. Enter the OLO Order ID into the Specific Order field NOTE: If you do not know the OLO Order ID, you can look up the order date by clicking ‘Search by Timeframe’



6. Enter your name, select a reason for the refund, and enter any details for the customer


8. Click ‘Process Refund Request’ Double check your details before clicking ‘Process Refund Request’. This will submit the refund to the payment processors for settlement. You will not be able to reverse this action. For any refund or adjustment you process, the customer will automatically receive a confirmation email to the email address on file. The adjustment transaction will process immediately and should show up on the customer’s credit card statement within 1 to 3 days.


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How can I adjust the sales total? You can use the OLO Dashboard to adjust a sale total for an order at any time.




4. Enter the OLO Order ID into the Specific Order NOTE: If you do not know the OLO Order ID, you can look up the order by date by clicking ‘Search by Timeframe’


6. Click ‘Desired Order ID Number’ to view the Order Details page

7. Click ‘Adjust Tip’ or ‘Adjust Subtotal’ at the top right of the page

8. Add the new tip or revised subtotal amount

9. Click ‘Review Adjust Tip Request’ or ‘Adjust Subtotal Request’

10. Click ‘Process’ to submit the adjustment to the sale Double check your details before clicking ‘Process Refund Request’. This will submit the refund to the payment processors for settlement. You will not be able to reverse this action. For any refund or adjustment you process, the customer will automatically receive a confirmation email to the email address on file. The adjustment transaction will process immediately and should show up on the customer’s credit card statement within 1 to 3 days.

Manage Menu What if I need to request changes to my menu items? Please submit your changes to [email protected] How do I change my menu pricing? Please submit your changes to [email protected]


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Pull Reports How can I view past orders? You can use the OLO Dashboard to look up all past orders, with full order details.



3. On the right side of the screen, select your store(s)

4. If you are looking for a specific order and have the OLO Order ID, enter the ID into the ‘Specific Order #’ box. If you are looking for orders in a specific time period, click ‘Search by Timeframe’

5. Select the range within which you would like to search

6. Click ‘See Orders’

7. To view a specific order’s details, click the OLO Order ID Number under the ‘Order ID’ column Not all of the reports fit within the view screen. OLO recommends exporting the reports to Microsoft Excel for further analysis. How can I view the sales report? You can use the OLO Dashboard to view a variety of sales and settings reports at any time.


2. Click on the ‘Reports’ tab on the left side of the screen

3. Select the desired category report: ‘Sales Reports’ or ‘Settings Reports’


5. Select the desired ‘Report Type’ NOTE: See “Sales Report Descriptions: for a definition of each report’s results

6. Select a pre-‐built timeframe or enter a specific date range

7. Click ‘See Report’


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How do I know which sales report to pull? There are several pre-‐configured sales reports available in the ‘Reports’ tab of the OLO Dashboard. Please review the following definitions to clarify how each report can be used to help you track the success of your OLO online and mobile ordering program.

1. Daily Breakdown Billed Orders Orders placed and billed for a restaurant or group of restaurants by day

2. Daily CC Breakdown Billed Orders Orders placed and billed for a restaurant or group of restaurants by day, broken out by credit card type

3. Daily CC Breakdown by Store

Billed Orders Orders placed and billed by day, broken out by restaurant and credit card type Daily Breakdown-‐ Closed Orders Orders picked up or delivered (“closed”) broken out by restaurant

4. Store Breakdown Closed Orders Orders picked up or delivered (“closed”), broken out by restaurant

5. Product Breakdown Products broken out by restaurant based on day of pickup or delivery

6. Itemized Adjustments List of adjustments, including both full refunds and sub-‐total adjustments

7. Itemized Cancelled Orders List of canceled orders Time of Day

8. Breakdown Breakdown of when orders are picked up or delivered, in one hour increments, by restaurant

9. Advanced Orders Distribution Breakdown of when orders are placed for, either ASAP or Advance, including how far in Advance, by restaurant

How can I view past invoices? You can use the OLO Dashboard to look up every past OLO invoice for your store(s), including a PDF of every period statement.


2. Click on the ‘Payments’ tab on the left side of the screen


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4. You may either select ‘Lookup by Payment ID’ or ‘Search by Timeframe’

5. If searching by timeframe, select a pre-‐built timeframe or enter the desired timeframe in the ‘Payments in Date Range’

6. Select ‘See Orders’

7. Review the information and, if desired, click on the PDF icon located in the far right column to download the individual invoices in a PDF file


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Ring-‐In Procedures Ringing up an OLO Order on the Microsale system

*ON HOLD register button needs to be enabled to follow certain procedures below. When the order is received, check to see what kind of payment it lists; it will be either Online Credit Card payment or In-‐Store payment. Online Credit Card Payment Procedures If it is credit card then you MUST ring in the order on the DAY THE ORDER IS RECEIVED, no matter when the order may be due. The total of the order received MUST match EXACTLY to what you ring into the register.


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1. Ring in the order and verify that the total matches the total on the OLO order.

2. Once you verify that the totals match, choose the “Tender” button.

3. Choose “Online Payment” as your tender type.

4. Then touch “Accept Amount” to confirm and close the transaction. Attach the receipt to the order so that others will know that it has already been rung into the register.

a. If this order was received a day or more in advance, you must transfer the bread back in to your system. (Follow the “Bread Receive” procedures in your manual)

b. Once the customer picks up the order you must then “Transfer OUT” the bread from your system. (See procedures for Transferring Bread Out in your manual)


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Balancing your OLO transactions

1. The total for your OLO transaction can be found under TENDER TYPES on your daily paperwork.

2. Go to your OLO Dashboard, click on orders, click on search by timeframe, use previous date for start and end, and make sure all orders match the daily paperwork total.

3. OR you can go in to your OLO Dashboard; Store Information and turn on the Email Daily Sales Report function and use this email to balance your daily transactions.

For the 5500 Registers

Once you have verified the setup of the online or OLO button is correct on your 5500 register (See separate instructions), follow the steps below to ring up OLO orders.

1. Ring up the order EXACTLY as shown on the fax.

2. Using the button created (OLO or online) hit the button.

3. Print the receipt and staple to the order.

4. Reprint receipt place in separate envelope. When doing paperwork:

1. Your total online dollars and number of orders will be on your 30 macro.

2. Add all orders from envelope to make sure it all matches your 30 macro.

3. Go to the OLO Dashboard, click on orders, click on search by timeframe, use previous dates for start and end, and make sure all orders match daily paperwork. (OR you can also follow step 3 above to turn on the Email Daily Sales Report in your Dashboard to use that to balance your totals.)


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Balance OLO Reporting To Your Sales Journal

1. Log in to the OLO Dashboard. Select ‘Reports’, then ‘Sales & Orders’.

2. Select the dropdown arrow under ‘Select Report Type’ and choose ‘Daily Breakdown -‐ Billed Orders’.


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3. To select date, click in the date box, then choose dates from the calendar. Once you have the correct beginning and ending dates, then select ‘Generate Report’. A dialog box will open, that will tell you that your report will be available in ‘My Reports’. Click ‘OK’.

4. Select ‘Reports’ in the menu, then click ‘Select My Reports’


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5. Select the report you created today, then click ‘Download Report’

6. Click the file name to download the file to your computer. (Microsoft Windows only)


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7. Double-‐click the Excel file to open in Excel. You may save this file or copy the file by right-‐clicking, then pasting it to your desktop.

8. Balance your ‘Total Tips’ (column H), ‘InStore’ (column I), and ‘Credit Card (Online) Payments’ (column J). Note: ‘Total Tips’ includes tips from in-‐store payments.


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Optional Programs

Port of Subs, Inc. offers several optional programs, for which you can opt in:

1. In-‐Store Payment

2. Gold Star Guarantee

3. Delivery

4. Same-‐Day Catering

5. California Combo Meals


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In-‐Store Payment You may choose to offer in-‐store payment, in addition to accepting credit card payments online. If you would like to opt-‐in to the program, please email [email protected] to turn on this functionality. In-‐Store Payment Procedures If the order is due another day, highlight “In-‐Store” and place on your catering board to be made at a later date. If the order is for today, ring it up right away and place it on HOLD by following the procedures below:

1. Highlight “In-‐Store” payment option. This means the order still has to be paid for.

2. Ring the order into the register.

3. Choose the “Hold Check” button. The following scree will appear:


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4. Enter in the name of the person who placed the order. You can enter the full name or first

name last initial.

5. Choose the “Done” button.

6. When the order needs to be tendered, you can pull it up by choosing the “On Hold” button.


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7. The following screen will open. Choose the appropriate order.

8. Repeat the order to guest to make sure you have everything rung in. You can also ask if there is anything else they would like. Any additions or revisions can be done to this ticket now.

9. After you confirm the order choose the “Close Check” button, then tender out the ticket by

choosing the appropriate “Cash”, “Credit Card”, or “Gift Card” button (Do not use the on line payment button for In Store Payments). The on line payment button is only used for credit card purchases on OLO.

10. Be sure to periodically check during the day to make sure all On Hold orders are closed out. You

will not be able to close the daily sales (back office computer) unless all On Hold orders are closed out.

11. If you find an On Hold ticket that you need to void, individually void out all items then choose

“Close Check” button and that ticket will be tendered to zero and closed out. *It is important to note again, if there are tickets “On Hold” at the end of the night the procedures for Close Daily Sales can not be performed. Those tickets left will need to be either voided or tendered out depending on if they have been paid for or not.


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Gold Star Guarantee All online orders are guaranteed to be prepared correctly and ready for pick-‐up at the specified time, or your next meal is on us! If you would like to participate in the OLO Guarantee Program, please email [email protected] to receive your complimentary in-‐store signage. There are two parts to the Port of Subs® OLO Guarantee:

1. Every OLO order will be ready on time, and at the specified time of pick-‐up

2. Every OLO order will be made correctly – exactly to the guest’s specifications.

SCENARIO #1: A guest arrives to pick-‐up an OLO order and the order is not ready by the time due, according to the order. When this occurs please follow the steps below:

1. ApOLOgize to the guest for the delay and let them know that their next meal will be on us.

2. Take down the guest’s name, email address and order number. Inform them that they will receive a code for their free medium combo meal within the next three (3) business days.

3. The manager or associate manager will email [email protected] with the information received from the guest, as well as the dollar value amount required for the discount code. A discount code will be generated and emailed to the guest within the next three (3) business days.

SCENARIO #2: If a customer finds that their OLO order is incorrect. If the guest calls in with the complaint:

1. ApOLOgize to the guest for the error and let them know that their next meal will be on us.




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If the guest is in-‐store:

1. ApOLOgize to the guest for the error and insist on re-‐making the order. Use your discretion and offer a bonus, like a free drink, dessert or side.

2. Inform the guest that their next meal will be on us.



Escalation Procedure In some extreme cases, the guest may not be satisfied with the free meal discount code. If they insist on a refund, then follow the instructions below. To refund the paid order in the register:

1. Ring the order in again

2. Hit Display All

3. Hit Misc. Sale

4. Hit the refund button

5. Select Customer Satisfaction as the Refund Reason

6. Select Online Credit Card

7. Hit Process Refund

8. Print the receipt and staple it to the Original Online Order Processing a paid OLO order refund on the OLO Dashboard:





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4. Enter the OLO Order ID into the Specific Order field



7. Enter your name, select a reason for the refund, and enter any details for the customer. The reason for the Refund that you will select is “Unsatisfied Customer”. Add in additional comments, depending on the situation.


9. Click ‘Process Refund Request’

10. Double check your details before clicking ‘Process Refund Request’. This will submit the refund to the payment processors for settlement. You will not be able to reverse this action. For any refund or adjustment you process, the customer will automatically receive a confirmation email to the email address on file.

11. The adjustment transaction will process immediately and should show up on the customer’s credit card statement within 1 to 3 days.

Processing a cash payout:

1. Press Paid Out

2. Select OLO Guarantee as the Name for the Paid Out

3. Select the dollar amount and type in the refund amount from the refund receipt

4. Hit Done

5. Hit Save and staple the PO receipt to the Refund receipt

6. Do not take the cash out of the drawer

7. Staple the PO receipt to the order with the Refund and Gift Card receipt

8. Make sure that the Refund receipt, Paid Out receipt and Gift Card receipt are all stapled to the Original Online Order and the original Receipt


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Note: How to enter your refunds in the Sales Journal for orders refunded on a different day than they were rung in:

1. If the order was rang in on a different day than the refund was processed, you will need to subtract the dollar amount of the refund from your total Online Charges column for that day.

2. Then you will proceed to add that number to the refund column like normal.


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Delivery Program Port of Subs, Inc. has built a program for those restaurants that offer delivery. For those restaurants that want to participate, please opt-‐in by following the steps below: Email [email protected], and request to participate in the OLO Delivery Program. In 1 – 3 business days, you will receive confirmation that the delivery option has been tuned on. You must then log in to your OLO Dashboard and edit delivery settings:




4. On the right side of the screen, select the store whose delivery settings you’d like to edit

5. Select ‘Delivery Settings’

6. Adjust any of the following fields:

7. Delivery Enabled a. Delivery Lead Time b. Delivery Order Minimum c. Mandatory Delivery Charge d. Delivery Area Description Text

8. Click ‘Save’


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Same-‐Day Catering Program

Customer service is our business, and we understand the need to provide solutions for our guests. This is where the same day catering program comes into play. This program will allow restaurants to choose which catering items they will commit to offer for same day pick-‐up. There are two options available for make-‐times. Your choice should be based on the amount of time your store will need to fulfill orders for same day pick-‐up.

1. Make time of 1 hour for the first product, and 15 minutes for each additional product

2. Make time of 3 hours for the first product, and 15 minutes for each additional product Opt-‐In Instructions:

1. Visit to portofsubs.com and click “mySLICE Franchise Portal”

2. Enter the following password: provOLOne

3. Click ‘OLO’, located in the navigation menu on the left-‐hand side of the screen

4. Click ‘Same-‐Day Catering’

5. Enter your name, email and restaurant number

6. Select a Make Time

7. Select the products you are willing to offer for Same-‐Day Catering

8. Click ‘Submit’

9. Your menu will be programmed in 3 – 5 business days.


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California Combo Meals After extensive conversations with the California State Board of Equalization, Port of Subs, Inc. makes the recommendation that the price of the entire combo meal will be taxed because it could possibly be considered a package; as we are offering a better deal than purchasing the items separately, or a la cart. Please use the steps below to ring up both DINE IN and GO ORDERS, so tax is calculated correctly: California Combo Meal Entry Steps: With Microsale system the cashier must select either Dine In or Go Order. If the order is a DINE IN order all item will be taxed no changes are necessary. If the order is a Go Order the taxable key must be used for each item to make the order taxable. Dine In Orders:

1. Press ‘Dine In’


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2. Ring in items with the Combo discount. All DINE IN orders will tax properly.


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Go Orders:

1. Press ‘Go Order’

2. When ringing in a Combo Meal for a GO ORDER the ‘Taxable’ key must be pressed before each item. (If an item is already taxed it will not tax the item twice.)

Press ‘Taxable’ than press the item.


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Changing from ‘Go Order’ to ‘Dine In’: If a GO ORDER is changed to a DINE IN the order will tax some items twice.

To prevent the items from being taxed twice the cashier can either press ‘Start Over’ or void off all the items and start the order again.

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