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Operators, Technical Teams, Account Managers, Engineers, & Product Teams


This article is iterative and lists the most common FAQs we get from brands that are using Olo with integration to RPOS. 



1. Do my guests get charged tax from Olo or from RPOS?

  • RPOS is the final authority on charging tax through a function called "Tax Validation". The tax that shows in Olo during the process of building a basket is called an "Estimation". Once moving on to Checkout, RPOS POS responds with the correct tax according to the rules in RPOS.

2. Where does pricing in Olo come from?

  • If the automatic updater is on, Olo pulls prices from the POS that are initially shown to the guest while building their basket.
  • If for some reason, the price reflected while building the basket is not the desired price, POS will consume whatever price we send from Olo with the committed order. 

3. What do I need to configure in RPOS to support Discounts from Olo?

  • Olo supports the use of RPOS Discounts for our Coupons. They are to be mapped using the Discount ID in the POS Reference field (in Olo).

4. How do I control printing in RPOS?

  • All print routing rules in RPOS are followed. Any unintended routing must be corrected within RPOS configuration. Olo has no control once the order is committed to RPOS. 

5. What is an External Ordering Interface (EOI)?

  • An EOI is an interface tool that is licensed in RPOS that allows inbound communication from Olo for orders. This must be running in order for Olo to successfully commit an order. 

6. What is an interface employee?

  • An interface employee is an employee that acts just like a regular FOH employee in RPOS that is not visible like a real person. It is an employee that logs in and performs the action on the EOI for order entry. 

7. What does POS Order Ready with a red dot mean on the RPOS Dashboard?

  • It means that the EOI is not running.

8. What does Connected mean in the Dashboard?

  • Connected means that the Olo agent for RPOS was able to properly reach our server in the cloud and authenticate the account for that specific location. 

9. Why did my store get disabled automatically? 

  • Stores will get disabled automatically if an error is received back from POS 5 times consecutively without any successful requests.

10. Can credit cards be separated into individual tenders?

  • Olo only submits to RPOS whether an order was paid above store (on Olo with a credit card) or if the store should expect to collect payment (often referred to as pay in-store).
  • These are considerations you will work through with your Deployment Manager or your Corporate IT team as these decisions are often not in Olo's control, but are a brand decision.

11. When I refund an order in Olo, will RPOS be updated automatically to reflect that refund?  

  • Not once the order has committed to POS; however, a transaction can be canceled from the Olo Dashboard prior to the order being committed to POS.

    All cards that are processed above store are reported to RPOS as paid or another way to express this is that orders are pre-paid on Olo and externally tendered through the EOI. This means there is no credit card data associated with the payment in POS. Therefore, POS cannot refund back to the credit card. These are the refund options:

    • Option 1 (2 steps)
      • Refund in Olo which communicates directly with the processor, but not POS.
      • Refund in POS and close the refund check to a generic Olo tender (the only purpose is reporting parity and is restricted to same day refunds to accomplish that)

    • Option 2 (1 step)
      • Refund in POS and give cash back to the customer. In this case, no need to process in Olo as that would credit back the customer's credit card. This will not assure reporting parity.

12. Can I accept payment in-store with Olo or do all orders have to be pre-paid?

  • Yes, you can accept unpaid orders that will be paid in-store. Work with your Corporate IT Team or POS support on where to find these orders. As mentioned in #10, this is often a brand-wide decision. 

13. How do I review errors to identify issues and solve them? 

  • The best way to monitor issues with RPOS is to review the Olo log or have your CSM set you up to receive a failed orders report. The errors in the log or the report are most often referenceable on the help center.  If this does not tell you enough, you will need to look at the same timestamp in the SNExternalOderMan.log (which is the local POS log) for the day in question in order to see exactly what the reference means. This will help you identify/solve the issue.

14. Are tips supported through the RPOS integration? 

  • Unfortunately, the RPOS system has no mechanism to allow Olo to commit tips to POS in a transaction.

15. If an item is Locked in RPOS, will Olo mark it as 86'd? 

  • Yes. An ItemLock in RPOS results in 86ing in Olo when the updater is run twice daily.

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