This guide will take you through commonly asked questions.
Refunds
Amending an Order
- How do I add an item to an order?
- How do I remove an item from an order?
- How do I change service types?
Out of stock
Operating Hours
- Where do I change my operating hours?
- How do I configure special hours?
- How do I temporarily suspend orders?
- How do I change wait times for ASAP orders?
Help
Other
- Will coupons still work?
- I do not have map coordinates for LOKE delivery orders
- How does LOKE calculate the minimum delivery amount?
- What is price adjustment in the cart?
- Vocelli's: Prism Paperwork Regarding LOKE Integration
How do I process a full refund?
To process a full refund, use LOKE Manager. Access your LOKE Manager on your Manager Station. Click on the order you wish to refund and then select Rejected.
Enter a reason for the rejection, toggle the include a refund button to yes and click on Reject Order
In the POS
- Recall the order
- Go to the Settle Screen and Cancel.
- You will also need to refund the customer in LOKE
How do I process a partial refund?
To process a partial refund, you need to put in a request to into LOKE Support. To do this, access your LOKE Manager on your Manager Station. Click on the order in question and then select LOKE Support in the top right-hand corner.
By clicking on LOKE Support in the Order Details Screen, the details of the order will be sent to our Support Team. Complete the form by selecting Other in the Support Category, entering your email address and in the message box state the amount that needs to be refunded.
If you contact LOKE Support for a partial refund from any other screen or direct by email, you will need to provide the support team details of the customer name, email address and order details.
In the POS
You will need to Retender the order to remove the balance.
Refund Timelines
If an order is cancelled on the same day, Stripe typically processes the refund within 1–3 days, though it’s often much faster—especially if the cancellation happens shortly after the order was placed. In many cases, the refund may even appear on the same day.
For older refunds, the process can take up to 3–5 business days to appear in the customer’s account.
How do I add an item to an order?
Adding an item to an existing LOKE order (LKD or LKP) will require you to make updates in the POS.
- PrISM, recall the order in the POS, add the items and take payment in PrISM POS.
How do I remove an item from an order?
Removing an item to an existing LOKE order (LKD or LKP) will require you to make updates in the POS and LOKE.
-
- LOKE: Do a partial refund for the items you are removing (e.g. $2.99 + tax if applicable) in LOKE.
- PrISM: Recall the order in the POS, remove the items, and retender the order.
- Then Settle the order to the LOKE Payment Type
How do change service types?
Pick up order to Delivery Order
- Changing from LOKE Pick Up (LKP) to LOKE Delivery (LKD ) will only require you to make updates in the POS.
- PrISM: Recall the order in the POS, change the order type and take the delivery fee (e.g $2.99) payment in PrISM
*** Remember to stay within LOKE order types, do not change from LKP or LKD to any other order type (ie PU, DEL, UEP, etc)
Delivery Order to Pick up
- Changing from LOKE Delivery (LKD) to LOKE Pick Up (LKP) will require you to make updates in the POS and LOKE.
- LOKE: Do a partial refund for the delivery charge amount (e.g. $2.99 + tax if applicable) in LOKE
- PrISM: Recall the order in the POS, change the order type, and retender the order.
- Then Settle the order to the LOKE Payment Type
Where do I mark items out of stock?
In order to mark an item out of stock, go to Advanced Options and Select Sold Out Items as you normally would. In order for the item to be removed from LOKE ordering, you must force a LOKE menu update from the PrISM System menu. See below:
Where do I change my operating hours?
Follow the same support processes, contact Vocelli's Support Team.
How do I change wait times for ASAP orders?
To amend your wait times for your store for each order type can be amended on the fly in LOKE Manager. These are the times that are displayed to the customers when selecting ASAP orders.
Access LOKE Manager and click on the cog. Then simply enter the number that you want to change the default wait times to, this will override the times and a number will be shown. If textbox is blank then the default times will be displayed.
NOTE: the time will reset to default in the morning. If you need to reset the times manually then just click Reset to Defaults button.
How do I temporarily suspend orders?
If you need to temporarily suspend orders then access LOKE Manager, click on the cog. Toggle on or off for receiving orders for the order type that you want to suspend.
NOTE: the time will reset to default in the morning. If you need to reset the times manually then just click Reset to Defaults button.
Where does my customer go 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 More 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
Where do I go for help?
There are a number of ways of getting help from LOKE from LOKE Manager.
1. Live Chat - Click on Support in the bottom right-hand corner which will open up a modal box and you can then click on Live chat. Live chat will allow you to contact our support agent where you are able to ask for help. They are available 24/7.
2. Live Chat or Email - Click on the cog in the top right-hand corner and then in the bottom right-hand corner, you can select to Contact Support where you can send an email to our Support Team or select Support and then Live chat directly with them in real-time.
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3. Specific Transaction - You can also get help for a specific transaction. Click into the transaction and then in the top left-hand corner select LOKE Support - this will allow you to send an email to our support team and all the information related to that specific order will be sent to them.
Will coupons still work?
Customers can continue to use their coupons on the platform. All they need to do is enter the coupon code in the Order Summary screen - once they have added items to their cart. Click on the Enter coupon code and enter the code. The code will apply to the order and the cart will show the adjustment to the cart.
In the POS, the discount will appear in the Discount field.
I do not have map coordinates for LOKE delivery orders
LOKE uses an online service for delivery address verification. There may be times where customers place an order within your delivery area but do not get a matching map coordinate. In that case your master receipt will appear like this:
How does LOKE calculate the minimum delivery amount?
LOKE delivery minimum applies to the gross product(s) value before discounts. Meaning, the minimum delivery does not include, tax, delivery charge or discounts. This is different from how Prism calculates it. Stores are encouraged to consider raising your the LOKE minimum delivery amount to account for the difference in calculation.
What is price adjustment in the cart?
A price adjustment in the cart refers to a small discrepancy, usually of just a few cents, that can occur due to rounding differences between systems. This typically happens when prices are calculated slightly differently in the online ordering system and the point-of-sale (POS) system. The POS will always confirm and charge the correct final price to the customer. If the adjustment shown in the cart differs from the POS price by more than $0.02, it should be reported to LOKE. LOKE will then investigate the issue further in collaboration with Microworks to ensure pricing accuracy across systems.