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Guest-led mobile ordering: scan, order & pickup
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IN THIS GUIDE
Enable guest-led mobile ordering
When you’re ready to allow guests to order from their phones, navigate to:
Settings > Online ordering
Toggle Enable Mobile Orders to on.
IMPORTANT — DEDICATED TERMINAL
One register must be designated to process all incoming orders. This terminal must be powered on with the Union app open (at minimum to the login screen) at all times. If the terminal is off or the app is closed, guests will see an error when attempting to order.
Staff should be advised to use this iPad exclusively for the Union app so it’s never accidentally closed.
Set up your order confirmation message
In the same Settings > Online ordering section, you can write a custom message that guests see immediately after placing an order.
Use this to set expectations about your service model.
EXAMPLE MESSAGES
“We’ll bring your order out to you shortly, enjoy!”
“Your order is being prepared. Please pick it up at the bar window when you receive a text.”
Tailoring this message to your venue’s specific flow reduces guest confusion and sets the right expectations from the start.
Configure printer routing
Still in Settings > Online ordering, scroll down to review where each station prints.
→ Default settings apply to all mobile orders across the venue.
→ Floor designations let you route orders differently by section: useful if your patio or a separate kitchen area needs its own printer.
PRO TIP
Items are routed by station, so a cocktail can print at the bar while a food item prints in the kitchen, all from the same guest order. Set this up before going live to avoid orders landing at the wrong station.
Notify guests when their order is ready
This is the step most venues ask about first. Here’s how it works and what your staff needs to do.
How the guest gets notified
When an order is ready for pickup, Union sends the guest an automated text message. There are two ways to trigger this:
- Manual notify (POS): Long press the tab on the terminal, then select Notify customer. Union will text the guest that their order is ready for pickup. Staff at the pickup window can do this the moment the order is ready.
- Autobump via KDS: If your venue uses a Kitchen Display System, enable Autobump in the notification settings. When a staff member marks a ticket as complete on the KDS, Union automatically texts the guest, no manual step needed.
Set up pickup locations
You can create named pickup locations (like “Bar Window,” “Food Counter,” or “Patio Pickup”) and assign them by item category. This way, guests get a specific location in their text, not just “your order is ready.”
To configure this, navigate to:
Settings > Notification center > Customer notifications
PRO TIP
You can set different pickup locations per floor and per item station, so drinks go to the bar window while food routes to the kitchen window. Guests receive the right location for each part of their order.
Does staff need to mark the order as “picked up”?
There is no required “picked up” confirmation step. Once the guest has been notified and collects their order, the tab remains open on the POS until it is closed out, either by the guest closing it on their phone or by staff running checkout. This keeps the workflow simple for your team at the pickup station: their only job is to prepare the order and hit Notify customer (or let autobump do it via KDS).
Set your venue & ordering hours
Guest ordering is only available during your venue’s operating hours. Set these in:
Settings > Venue details
NOTE
There is a built-in 15-minute buffer before your closing time, guests will not be able to place new orders during this window. Plan your hours accordingly if you want to accept orders right up to last call.
Customize your Union Mobile menu screens
Your Union Mobile menu is separate from your standard POS menu, which means you can tailor it specifically for the guest ordering experience, including what items appear, in what order, and when.
To add, remove, or rearrange sections:
Inventory > Menu setup > Menu screens > Union Mobile
Select the pencil icon to edit each menu screen section.
- Time-based scheduling: Turn menu sections on or off at specific times of day or days of the week. Useful for happy hour menus, late-night items, or a morning coffee menu.
- Floor-specific menus: Restrict certain menu screens to specific areas of your venue: for example, show all items on the patio but only drinks at the bar.
- Different modifiers for mobile vs. POS: You can configure modifier groups that only appear on the mobile app, which is helpful for simplifying late-night ordering or limiting complex customizations during high-volume periods.
Add item photos & descriptions
Menus with photos consistently drive higher average check sizes: guests are more likely to order (and upsell themselves on) items they can see.
To update photos or descriptions for any item:
Inventory > Item management
Select the item and upload a photo or update the description.
PRO TIP
When you select a recognized brand from the inventory dropdown, Union will automatically pull in the item photo and description, and pre-map the item to the Featured Brand Program if one is active.
Claiming & managing mobile tabs
All mobile orders appear on the terminal under All Checks, listed under the employee Unclaimed. Staff can claim any of these by long-pressing the tab.
Orders print with the guest name, table number, and server name if one is assigned, or as “Unclaimed” if not.
END OF DAY NOTE
If you choose to keep orders under the Unclaimed employee, you’ll need to run checkout for Unclaimed before running your end-of-day report.
Staff tools on every mobile tab
→ Add items, apply discounts, void items, transfer the tab, or close it — all using the same POS flow as a standard check.
→ View the guest’s customer profile: average spend, visit history, last visit date, and any saved staff notes. Use this to personalize their experience.
→ For walk-outs: select all open checks and close them with a single button, automatically applying your preset gratuity.
Union Mobile Brand Rewards
Any guest who uses Union Mobile can access Union’s Featured Brand Programs: offers paid for by Union directly to the guest’s tab to encourage them to try specific brands.
→ To map a cocktail to a featured brand program, include the brand name in the item’s title or description.
Check the Featured Brands landing page in your onboarding portal to see active programs, upcoming launches, and expiring offers. Bookmark it, it’s the fastest way to stay current without waiting for email announcements.
END OF DAY NOTE
If you choose to keep orders under the Unclaimed employee, you’ll need to run checkout for Unclaimed before running your end-of-day report.
Staff tools on every mobile tab
→ Add items, apply discounts, void items, transfer the tab, or close it — all using the same POS flow as a standard check.
→ View the guest’s customer profile: average spend, visit history, last visit date, and any saved staff notes. Use this to personalize their experience.
→ For walk-outs: select all open checks and close them with a single button, automatically applying your preset gratuity.