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Applying tips to Switchboard orders


Introduction

Tips can be applied to a caller's order or quote at several points within the Switchboard order flow. This article describes where tips can be added/removed to a caller's order/quote and how tips are impacted by various actions.

 

Requirements

Where can tips be added to an order or quote?

Tips can be added to a caller's order from two different points within Switchboard; The 'Send Quote' modal on the Order Summary Page and the Payment Page.

 

Order Summary Page

After the Switchboard user has successfully added items to the caller's basket, the user can proceed to the Order Summary Page. This page is used to validate the order details and send a quote to the caller (if they so desire). If the caller wants to have a quote sent to them before completing their order, the Switchboard user can email a quote to the caller and include a tip. To start, the Switchboard user must click on "Send Quote".

 

swb_tip_os_page_notip_box.png


Send Quote Modal

When the Switchboard user clicks "Send Quote" the 'Send Quote Modal' will appear, at which point the user can add or edit a tip before sending a quote. 

Note: If the Switchboard user doesn't add a tip here, they'll be able to add a tip on the Payments Page before submitting the order.

 

Adding a Tip

1. If the caller doesn't already have a tip in their basket, the Switchboard user will need to toggle 'Include tip in quote' to 'Yes'.

swb_tip_modal_notip_arrow.png


2. Once the toggle has been switched to 'Yes' the Switchboard user will be able to add a tip to their order.

swb_tip_modal_15.png

  • Preset Tip Options: Users can select a preset percentage as a tip amount. Selecting 15%, 20%, or 25% will add the % of the order subtotal as a tip.
    • Note: If the subtotal is updated after a tip is added, the tip will not automatically change to maintain the selected % of the subtotal. The tip amount selected before will remain and will show as "Other" instead of the selected %. 

  • Tip Amount Field: The user can add their own custom tip amount at any time. If the user enters their own tip amount, "Other" will be selected as an option.

  • Brand-level Suggested Tip: A brand-level suggested tip will be added to the caller's basket under the following circumstances:
      • A brand-level suggested tip has been set in Dashboard
      • The caller doesn't already have a tip in their basket

Note: A tip will be added to the caller's basket as soon as the amount is entered in the interface. A quote does not need to be sent in order to add a tip to a caller's basket. If a tip was added to the modal, and the modal gets closed, the tip will still be in the user's basket unless it's removed.

swb_tip_os_page_tip_arrow.png

 

Removing a Tip

To remove a tip the Switchboard user can either toggle "Include tip in quote" to "No", which will remove the tip from the basket or they can enter an amount of "$0.00" into the "Amount" field. If updated successfully, a tip will no longer be shown as part of the basket on the Order Summary Page.

 

Payment Page

After the Switchboard user has verified the caller's order details, the user can proceed to the payment page. This page is used to add payment information to the caller's order and add/edit/remove a tip before submitting an order. 

Adding a Tip

1. The user must select a payment method that supports tipping (i.e. Credit Card or Gift Card).

Note: The "Pay In Store" payment method does not support tipping.

 

2. Once a saved card has been selected, or, a new card has been entered, the tipping interface will appear. At this point, the user can add a tip to the caller's order.

swb_tip_p_page_tip_cc_box.png

Note: If a tip already exists in the caller's basket, then the existing tip will be displayed with the caller's order

  • Preset Tip Options: Users can select a preset percentage as a tip amount. Selecting 15%, 20%, or 25% will add the % of the order subtotal as a tip.
    • Note: If the subtotal is updated after a tip is added, the tip will not automatically change to maintain the selected % of the subtotal. The tip amount selected before will remain and will show as "Other" instead of the selected %. 

  • Tip Field: The user can add their own custom tip amount at any time. If the user enters their own tip amount, "Other" will be selected as an option.

  • Brand-level Suggested Tip: A brand-level suggested tip will be added to the caller's basket under the following circumstances:
      • A brand-level suggested tip has been set in Dashboard
      • The caller doesn't already have a tip in their basket

Note: A tip will be added to the caller's basket as soon as the amount is entered in the interface.

 

Removing a Tip

To remove a tip the Switchboard will need to enter an amount of "$0.00" into the "Amount" field. If updated successfully, a tip will no longer be shown as part of the basket on the "Order Contents" section of the Payments Page.

 

Adding a Tip for Split Payments

1. If the caller wishes to pay for the order using two different cards, they can do so by clicking 'Choose Payment Method' below the "Split your payment" text. 

swb_tip_p_page_tip_cc_arrow.png

 

2. Once the Switchboard user has added an additional payment method, they'll need to designate which payment method will be charged for the FULL amount of the tip. Olo doesn't support split-tipping, so only one payment method can be used to add a tip to a given order. 

swb_tip_p_split_box.png

 

Removing a Tip

To remove a tip the Switchboard will need to enter an amount of "$0.00" into the "Amount" field. If updated successfully, a tip will no longer be shown as part of the basket on the "Order Contents" section of the Payments Page.

 

FAQs

Q: When do tips get removed from the caller's basket?
A: 
Tips are removed from the caller's basket when the following actions are taken:

  • "Include tip in quote" is set to "No" in the 'Send Quote' modal
  • The tip amount is set to "$0.00" in the tip amount field
  • "Pay In Store" is selected as the payment method

Q: When do tips get added to the caller's basket?
A:
A tip will be added to the caller's basket as soon as an amount is entered in the tip amount field.

 

Q: Why is there always a value pre-selected in the tipping interface before I enter a value?
A:
 If a value is always preselected when the tipping interface is opened, it means the brand set a Brand-level Suggested Tip

 

Q: Why does the tip disappear when "Pay In Store" is selected?
A:
 The "Pay In Store" payment method doesn't support tipping. However, the caller can give the store a tip on their own if they so choose. 

 

Q: Why is there no option to add a tip?
A:
If tipping isn't shown, it means the store hasn't enabled tipping for the handoff mode selected for the order, or, "Pay In Store" is selected as the payment method.

 

Q: Why can I tip for some handoff modes and not others?
A:
 Each location is able to control which handoff methods do or don't support tipping. 

 

Q: When do Brand Suggested Tips get applied to an order?
A:
 A Brand-Suggested Tip will be applied to an order under the following conditions:

  • A Brand-Suggested Tip has been configured
  • The user doesn’t already have a tip in their basket
  • [Quote modal] - The user has opted to add a tip to their quote
  • [Payments page] - The user has selected a payment option that supports tipping

 

Q: Will a Brand Suggested Tips overwrite the tip amount I entered?
A:
No. A brand-suggested tip will not overwrite an existing tip in a caller's basket.

 

Q: Do tips get automatically updated when the cart total changes?
A:
No. Once a tip is added to a caller's basket, the exact dollar amount of the tip will persist regardless of any changes made to the subtotal after the tip was added. 

 

Q: Will the tip persist in the caller's basket once I send a quote?
A:
Yes. The tip will persist in the caller's basket unless it's deliberately removed by the Switchboard user or if either of the following happens:

  • A handoff mode that doesn't support tipping is selected
  • "Pay In Store" is selected as the payment method

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