Charges

Charges allow you to add extra fees to orders automatically. These could be carrier bag charges, online ordering fees, peak time surcharges, or service charges. Charges can be applied conditionally based on order type, time, customer type, and order value.

What Are Charges?

Charges are additional fees that get added to customer orders automatically. Unlike products that customers choose, charges are applied by your system based on rules you set up.

Common Charge Examples

• Carrier bag charge - £0.10 per bag for takeaway orders
• Online ordering fee - 2.5% fee for orders placed through your website
• Peak time surcharge - £1.50 extra for orders during busy periods
• Service charge - 5% for delivery service during peak hours
• Delivery surcharge - £2.00 for delivery orders under £15

Charge Types

Service Fee

Covers the costs of online ordering and payment processing. These are typically small fees that help you cover platform costs.

Examples:

• 1.5% of order value for online orders
• £0.50 fixed fee per online order
• £0.30 for payment processing

Surcharge

Additional charges for special circumstances or premium services.

Examples:

• Peak time delivery surcharge
• Weekend collection fee
• Special packaging charge
• Express service premium

Gratuity

Optional suggested tips for service staff. Unlike service charges, gratuities are voluntary and customers can choose their own amounts.

Key Differences from Service Charges:

• Optional: Customers can choose whether to add a tip
• Customisable: Customers can enter their own tip amount
• Percentage or Fixed: Can be percentage-based or fixed amounts
• Conditional Display: Only shown when conditions are met

Examples:

• 10%, 15%, 20% suggested gratuities
• £1.00, £2.00, £3.00 optional tips for takeaway
• Custom amount entry for any tip amount

Setting Up Charges

Creating a New Charge

1. Go to Settings → Taxes & Charges
2. Open the Additional Charges section and click “Add Charge”
3. Fill in the charge details (see sections below)
4. Click “Create Charge”

Basic Information

• Name: How the charge appears to customers (e.g., “Online Ordering Fee”)
• Description: Optional explanation shown to customers
• Charge Type: Service fee, surcharge, or gratuity
• Active: Turn on/off without deleting

How the Charge is Calculated

Fixed Amount

A set amount added to every applicable order.

Examples:

• £0.25 carrier bag charge
• £1.50 peak time surcharge
• £2.00 delivery fee

Percentage

A percentage of the order subtotal.

Examples:

• 2.5% online ordering fee
• 12.5% service charge for parties
• 5% weekend surcharge

Tax Settings

• Tax Group: Which tax rate applies to this charge
• No Tax: For charges that aren’t taxable (like carrier bags in some areas)

Gratuity Options (Gratuity Charges Only)

Gratuity charges have additional configuration options for tip management:

Tip Value Type

Choose how tips are calculated:

• Percentage: Tips calculated as a percentage of the order (recommended)
• Fixed Amount: Tips as fixed monetary values

Tip Presets

Configure up to 3 suggested tip options:

• Label: Custom text like “Standard”, “Generous”, “Amazing”
• Value: The tip amount (percentage or fixed)
• Enabled: Turn individual presets on/off

Example Presets:

• Standard: 10% or £1.50
• Generous: 15% or £2.50
• Amazing: 20% or £4.00

Custom Amount Option

• Allow customers to enter their own tip amount
• Appears below preset buttons
• Works alongside or instead of presets

Tip Calculation Rules

• Base Amount: Calculated from cart lines only (excludes delivery fees, service fees, other charges)
• Before Taxes: Tips calculated on pre-tax amounts
• Before Discounts: Applied before any deal discounts
• USA Convention: Follows American tipping practices where tips are calculated before tax

When Charges Apply

For service fees and surcharges, you can set conditions to control when the charge applies:

Customer Type

• All Customers: Applies to everyone
• Guest Customers Only: Online orders only
• Registered Customers Only: Members/accounts only

Order Type

• All Orders: Every order type
• Delivery Orders Only: Just delivery orders
• Collection Orders Only: Just pickup orders

Order Value Range

Set minimum and/or maximum order values for the charge to apply.

Examples:

• Delivery fee of £2.50 for orders under £15
• Service charge only on orders over £50
• Small order surcharge for orders under £8

Time Conditions

Order Timing

• All Orders: Any time
• ASAP Orders Only: Immediate orders
• Scheduled Orders Only: Pre-ordered items

Days and Times

Apply charges only on specific days and time ranges.

Examples:

• Weekend surcharge: Saturdays and Sundays, all day
• Peak time delivery: Monday-Friday, 6:00 PM - 8:00 PM
• Late night fee: Every day, 10:00 PM - 2:00 AM

Gratuity Display Conditions

For gratuity charges, all the same conditions apply (customer type, order type, value range, days/times) to control when tip options are shown to customers:

Customer Type

• All Customers: Everyone sees tip options
• Guest Customers Only: Online orders only
• Registered Customers Only: Account holders only

Order Type

• All Orders: Tips on all order types
• Delivery Orders Only: Delivery customers only
• Collection Orders Only: Pickup customers only

Value and Time Conditions

• Order Value Range: Only show tips for orders within specific value ranges
• Days & Times: Only display tips during certain hours/days

Example: Show 10%/15%/20% tip options only for delivery orders over £20, Monday-Friday, 5:00 PM - 9:00 PM.

Managing Charges

Viewing Your Charges

The charges list shows:

• Charge name and type
• Amount or percentage
• Status (active/inactive)
• Tax group
• Quick actions menu

Editing a Charge

1. Find the charge in your charges list
2. Click the three dots (⋯) next to the charge
3. Select “Edit”
4. Make your changes and save

Activating/Deactivating Charges

Use the toggle switch at the top of each charge to turn it on/off without deleting it.

Deleting a Charge

1. Find the charge you want to remove
2. Click the three dots (⋯) next to the charge
3. Select “Delete”
4. Confirm deletion - this cannot be undone

Best Practices

Keep It Simple

• Don’t create too many different charges - customers get confused
• Use clear, descriptive names
• Test charges with small amounts first
• Limit gratuity presets to 3 options maximum

Transparent Pricing

• Be clear about what charges are for
• Use descriptions to explain charges
• Consider local regulations about fees
• Clearly distinguish gratuity from mandatory charges

Strategic Use

• Use charges to encourage certain behaviours (larger orders, off-peak ordering)
• Cover your actual costs (delivery, payment processing, bags)
• Don’t use charges as profit centres
• Use gratuity strategically during busy periods or for special services

Timing Matters

• Apply peak time charges during your busiest periods
• Use time-based charges to balance demand
• Consider customer convenience
• Show gratuity options when your staff would most appreciate tips

Tax Considerations

• Check local tax rules for different charge types
• Some charges might be tax-free (carrier bags)
• Others might need specific tax rates
• Gratuity is calculated before tax (USA convention)

Gratuity Best Practices

• 3 Preset Maximum: Don’t overwhelm customers with too many choices
• Progressive Values: Use increasing percentages (10%, 15%, 20%) or amounts
• Descriptive Labels: Use clear, positive language (“Standard”, “Generous”, “Amazing”)
• Enable Custom: Always allow custom amounts for flexibility
• Strategic Timing: Show tips during peak service times
• Staff Communication: Let staff know when gratuity is available
• Cultural Awareness: Consider local tipping customs and expectations

Common Charge Scenarios

Online Ordering Fee

Name: Online Ordering Fee
Type: Service Fee
Mode: Percentage (2.5%)
Customer Type: Guest Customers Only
Order Type: All Orders

Peak Time Delivery Surcharge

Name: Peak Time Delivery
Type: Surcharge
Mode: Fixed (£1.50)
Customer Type: All Customers
Order Type: Delivery Orders Only
Days: Monday-Friday
Times: 6:00 PM - 8:00 PM

Carrier Bag Charge

Name: Carrier Bag Charge
Type: Surcharge
Mode: Fixed (£0.10)
Customer Type: All Customers
Order Type: Collection Orders Only
Tax Group: No Tax

Small Order Fee

Name: Small Order Surcharge
Type: Surcharge
Mode: Fixed (£1.00)
Customer Type: All Customers
Order Type: All Orders
Maximum Order Value: £10.00

Gratuity for Delivery Staff

Name: Tip for Delivery Driver
Type: Gratuity
Mode: Percentage
Presets:
- Standard: 10%
- Generous: 15%
- Amazing: 20%
Allow Custom: Yes
Customer Type: All Customers
Order Type: Delivery Orders Only
Minimum Order Value: £15.00
Days: Monday-Sunday
Times: All day

Weekend Takeaway Tips

Name: Support Our Team
Type: Gratuity
Mode: Fixed Amount
Presets:
- Thank You: £1.00
- Well Done: £2.00
- Outstanding: £3.00
Allow Custom: Yes
Customer Type: All Customers
Order Type: Collection Orders Only
Days: Friday, Saturday, Sunday
Times: All day

Customer Communication

Clear Display

• Charges appear clearly in order summaries
• Customers see the total before payment
• Descriptions explain what charges are for

Managing Expectations

• Be transparent about fees upfront
• Use clear language in charge names
• Consider offering alternatives (no bag, larger orders)

Gratuity Customer Experience

How Customers See Tips

When tip conditions are met, customers see a “Add a Tip” section in checkout:

Preset Buttons

• Shows your configured tip options as buttons
• Displays percentage or fixed amounts
• Only enabled presets appear
• Example: “10%”, “15%”, “20%” or “£1.50”, “£2.50”, “£4.00”

Custom Amount

• “Enter custom amount” field (if enabled)
• Customers can type any tip amount
• Works with any currency format

Tip Behavior

• Optional: Customers can skip tips entirely
• Toggle: Clicking a selected tip removes it
• One Selection: Only one tip amount active at a time
• Cart Persistence: Selected tips save when navigating away
• Order Total: Tips appear as separate line items

Tip Display Rules

• Smart Layout: 1-3 buttons arranged appropriately (1 column for 1 button, 2 columns for 2, 3 columns for 3)
• Visual Feedback: Selected tips highlighted in green
• Clear Labels: Shows percentage or currency symbols
• Accessible: Proper ARIA labels and keyboard navigation

Mobile Experience

• Touch-friendly buttons
• Optimized for small screens
• Clear visual hierarchy
• Easy custom amount entry

Need Help?

If you’re unsure about charge setup or local regulations, consider:

• Checking local trading standards for fee rules
• Testing charges with small amounts
• Monitoring customer feedback on fees
• Reviewing charge performance regularly

Gratuity Guidance

• Research local tipping customs and expectations
• Consider industry standards for your type of service
• Talk to your staff about gratuity preferences
• Monitor tip averages and customer satisfaction
• Adjust preset amounts based on service levels and costs