Operators Guide (US Region)- FAQ's

This article will take you through some commonly asked questions.

• What is Checkmate?
• Where are menu's configured?
• Where do I mark items out of stock?
• Where do I change operating hours?
• How do I know the customer is paying cash or has already paid online?
• Who does the customer contact if the order has not arrived?
• Where do my customers go to for help?
• The customer requests a refund?
• How do I change my payout frequency?

Related Articles:

• Operators Guide US - How does this all work?
• Store Manager Guide
• Store Manager - Video
• ItsaCheckmate: Amending Store hours and marking items Out of Stock - Video
• How does a customer place an order and what do I do?

What is Checkmate?

Checkmate is an aggregator that has a number of POS companies and online ordering companies integrated to its platform.  They are the intermediaries between the ordering company and the POS provider.  Orders are injected by Checkmate into the POS.

Where are menu's configured?

Generally, products are created in the POS and the menu's are configured by Checkmate.  If you need to make any amends then please ensure that you follow the standard process for updating menu items. Each menu change needs to be sync'd to LOKE and LOKE will need to sync the menu to the platform.

Where do I mark items out of stock?

Items need to be marked out of stock on the POS.

Log onto the terminal

1. Select User from the main page
2. Press the Out of Stock button
3. Search for the out of stock product in the search bar
4. Check the box next to the out of stock item
5. Save and press OK

Video Guide: Marking Items Out of Stock

Where do I change operating hours?

Operating hours are managed in Checkmate. 

Log onto ItsaCheckmate and find your store.  Remember to click into the location that has LOKE configured.  Click on Hours.

From the hours page, click on Edit and amend your hours as you see fit.

Hit Save and then click on Push.  You will receive and email to confirm the changes have been successfully pushed to LOKE

How do I know the customer is paying cash or has already paid online?

The customer can place an order on the platform and select to pay by cash when they receive the order.  You will need to check the order and look for Expected Payment Cash / Check (Balance).  The value on this row will tell you how much the customer owes.  This will need to be marked off on the POS as cash payment in the usual manner.

When the payment is made online you will see Expected Payment Online (Balance). 

Who does the customer contact if the order has not arrived?

The customer will need to contact the food vendor.  Contact details can be found within the app under location search for store.

Where do my customers go to for help?

Within the app, customers are able to contact LOKE Support which will send a ticket to our Support Team.  The customer will need to click on Account and then Support - they can then select an appropriate category and enter a message.  Customers will can also contact support via email: Support@loke.global 

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The customer requests a refund?

The customer is able to request a refund from the Store.  The Store is able to use Store Manager to process a refund.

See here for Store Manager Guide

How do I change my payout frequency?

As default a weekly payout is made by Stripe into your bank account.  This will be on a Monday.  If you need to change this then please contact LOKE Support will be able to action this for you.  You will need to supply the Stripe Account ID which you can copy from your Stripe Account which can be found on the top right-hand side.

NOTE:  A daily payout will incur an additional $10 per month from Stripe.