3.1 — From Use Case → Feature Decisions

A use case is not just a business type. It is how the business actually operates day to day.

A complete use case includes

• How orders are taken

• How orders are fulfilled

• Who touches the system and when

• Where speed matters vs where accuracy matters

Every feature decision in Clover must map back to this reality.

3.2 — Items, Categories & Menus (Critical Feature-Level Configuration)

This is one of the most important sections in the entire manual. The majority of install failures, slow service, and post-install confusion originate from poor menu structure.

Menus Are the Top of the Hierarchy (Non-Negotiable)

Menus are the highest level of hierarchy in Clover. This must be understood by sales, onboarding, and installers. Hierarchy order: Menu → Categories → Items → Modifier Groups → Modifiers.

Menus Control Which Categories and Items Are Visible on The POS

• Modifier groups define required or optional choices

• Categories group items for navigation and speed

• Items are what is sold to the customer

• Modifiers are the selectable options

General Rule

• If this hierarchy is misunderstood, the system will feel broken even if it is technically correct.

Multiple Menus (New Clover Feature)

The ability to create and assign multiple menus is a new Clover feature released in July. This is not legacy behavior and must be explained clearly to merchants. Using multiple menus is ** not** required, but if necessary has a very helpful use case for the business.

Multiple Menus Allow

• Separation of breakfast, lunch, and dinner

• Visibility control without item duplication

• Different menus by order type

Important

• Multiple menus add power and complexity. It should only be used when there is a clear reason.

Day Parts (Menu Scheduling)

Day parts determine when menus are active

• Menus can be scheduled by time of day

• Switching happens automatically

Examples

• Breakfast: open–11am

• Lunch: 11am–4pm

• Dinner: 4pm–close

Misconfigured Day Parts Cause

• Items disappearing

• Staff confusion

• Emergency install-day support calls

General Rule

• Any time-based menu must have day parts reviewed and confirmed before install day.

Categories & Items

Categories exist inside menus and must be designed for speed and clarity

• Fewer categories usually improve speed for counter service

• Clear category separation improves accuracy for table service

Printer Labels (Item-Level Routing)

Printer labels are assigned at the item level. Their only purpose is to determine where an item fires when ordered.

• Printer labels do not control pricing, visibility, or modifiers

• Multiple items can share the same printer label

General Rule

• If an item is printing where expected, check the printer label first

Modifier Groups & Modifiers

Modifiers control choices, not complexity

Key principles

• Required vs optional modifiers must be intentional especially at the online level

• Speed-first design for counter service

• Accuracy-first design for table service

CRITICAL

• Modifier groups are the fastest place for a Clover build to become noisy and inefficient

It is extremely easy to add too many modifier groups, especially during initial setup. This is the one area where efficiency must be prioritized over completeness

General Rule

• If a full setup is completed and at least 20% of modifier groups have not been deleted, the system is likely overbuilt — or the you did not iterate enough. During a new build, expect to add and delete modifier groups repeatedly as the real workflow becomes clear.

Attention to detail matters here more than anywhere else. Clean modifier groups are the difference between a fast system and a frustrating one

3.3 — Employee Management & Permissions

Employee setup should mirror real authority and responsibility — not job titles. This section also determines which employee management tools should be used and why. This is another place where attention to detail REALLY matters

Roles & Access

• Cashiers vs supervisors vs managers

• Why "everyone is an admin" causes problems

General Rule

• If an establishment has a small staff with low turnover, everyone having admin perms might be okay, but have a very clear discussion about this with the business owner

Permissions Strategy

• Refunds, voids, and discounts

• Reporting access

• Cash handling controls

Accountability

• Clock-in/clock-out expectations

• Aligning cash responsibility with permissions

Employee Management Tools: Clover Shifts vs Homebase

Clover supports multiple approaches to employee scheduling and labor management. Choosing the wrong tool creates frustration, inaccurate labor data, and unnecessary cost. This decision must be made based on use case, not preference.

This decision must be made based on use case, not preference

Clover Shifts (Native)

Clover Shifts is Clover’s native employee scheduling and time-tracking tool. It should be positioned as the simple, low-risk, no-additional-cost option

Best when use:

• The business wants a simple, stable solution with minimal configuration

• The goal is accuracy and consistency, not advanced scheduling logic

• Managers want to avoid extra systems and logins

• Basic labor reporting is sufficient

• Keeping costs down is a priority

• Native Clover integration

• Simple clock-in/clock-out

• No additional subscription cost

• Very low error rate

Limitations:

• Limited advanced scheduling and forecasting

• Fewer payroll integrations than advanced third-party tools

Example: Counter service business that wants simple scheduling, no added cost, minimal errors, and basic employee reporting.

Homebase (Third-Party Integration)

Homebase is a third-party labor management platform that integrates with Clover and should be positioned as the advanced, modernized option.

Best use when:

• The business is operationally mature or growing quickly

• Scheduling is complex or constantly changing

• There are multiple roles, shifts, or locations

• Payroll integration and labor optimization matter

• Management wants deeper visibility and control

Strengths:

• Advanced scheduling and labor planning

• Strong employee communication tools

• Broad payroll compatibility

• Better support for modern, multi-role businesses

Limitations:

• Additional monthly subscription cost

• Another system for managers to learn and maintain, thankfully they have us to help walk them through the basics, this is lessening as Homebase-Clover integration strengthens with every update.

Example: Table service or modernized business with complex schedules, multiple roles, higher turnover, and a need for advanced labor management. Labor Cost % is the single most important metric to many restaurant/bar operators, homebase gives us an accurate one.

Important Rule

• Do not recommend third-party employee tools unless there is a clear operational need. Added complexity must always be justified.

3.4 — Cash Discounting: Native Clover Tools vs Third-Party Integrations

Cash discounting is a feature-level decision that must be aligned to the business’s customer base, risk tolerance, and operational maturity. Choosing the wrong approach creates confusion, customer complaints, and compliance risk.

This decision should follow the same logic used for employee tools and accounting tools: simple and native when possible, advanced and third-party only when justified by the use case.

Native Clover Cash Discounting (True Cash Discount — Compliant)

Clover’s native cash discounting tools perform true cash discounting in a highly compliant way. From a compliance perspective, this is the safest and most straightforward approach available.

This model discounts the cash price from a single listed price structure and is handled natively by Clover.

Best used when:

• Compliance and simplicity are the top priorities

• The owner prefers fewer systems and minimal moving parts

• The business wants a true cash discount model, not dual pricing

• The business is comfortable with pricing logic being handled at checkout

• Native to Clover
• No additional subscription cost
• Strong compliance posture
• Fewer points of failure
• Easier staff explanation (“Cash discount applied at checkout”)

Limitations:

• Less flexibility in inventory-level pricing

• Pricing logic is less visible inside the item catalog

• Not ideal for businesses new to cash discounting that want to keep prices unchanged in inventory

Example: Established counter service business prioritizing compliance, simplicity, and low operational risk.

Third-Party Cash Discounting: Cash Discount Professional (Dual Pricing)

Cash Discount Professional is our primary third-party cash discounting integration and should be positioned as an advanced dual-pricing solution.

This model allows the business to keep cash prices directly in the inventory, while the card fee is added at checkout. Functionally, this creates a dual price experience without forcing the business to rebuild its item pricing.

Best used when: 

• The business is new to cash discounting

• The owner wants inventory prices to remain unchanged

• Simplicity at the item level is critical

• Management prefers card fees to be clearly added at checkout

• The business is comfortable paying for advanced tooling

Strengths:

• Inventory prices remain clean and familiar

• Card fees are applied only at checkout

• Easier transition for businesses new to cash discounting

• More flexible presentation of pricing

Tradeoffs:

• Additional monthly cost

• More moving parts than native Clover tools

• Requires tighter setup and ongoing oversight

Example: Business transitioning into cash discounting that wants to keep existing menu prices intact and introduce card fees gradually through a dual-pricing model.

Important Rule

• Cash discounting should never be implemented without clearly explaining the approach to the owner and training staff on how it works. If the business cannot explain it confidently, the setup is too complex.

Example: Correcting an Incorrect Hardware Location (Without Disrupting Operations)

• A common misalignment discovered post-install is incorrect hardware placement. For example, a device installed at a location that introduces unnecessary steps, congestion, or confusion during live service.

  When this happens, the priority is not to immediately move hardware and disrupt daily operations.

  Instead, the correct approach is:

1. Acknowledge The Issue Clearly

Explain to the owner or decision-maker that the current hardware location is workable short term, but not optimal long term.

2. Explain The Impact in Operational Terms

Focus on workflow: extra steps for staff, slower service, confusion during rushes — not technical shortcomings.

3. Present a Clear Game Plan

Walk the owner through exactly:

• What needs to be changed

• Why the change improves operations

• How the change will be executed

4. Protect Short-Term Stability

Make it clear that you are not going to uproot operations immediately or cause disruption during busy periods.

5. Set a Defined Timeline

Agree on when the adjustment will be made — often during slow hours, a closed day, or a planned follow-up visit.

Most businesses are willing to operate with a less-than-perfect setup in the short term, as long as:

• They understand the issue

• They trust the solution

• They know it will be fixed quickly and intentionally

This approach preserves confidence, avoids panic, and reinforces that the system is being actively managed — not abandoned.

Example: Correcting an Incorrect Cash Discounting Application (Maintaining Trust)

Another common post-install discovery is an incorrect cash discounting application — whether it is applied at the wrong level, displayed poorly on receipts, or causing confusion for staff or customers.

When a mistake of any kind is identified, especially around pricing or fees, speed and transparency matter more than defensiveness.

The correct approach:

1. Address the Mistake Early and Directly

Proactively notify the owner or decision-maker as soon as the issue is identified. Do not wait for complaints or escalations.

2. Explain Why It's a Mistake

Clearly outline what is happening today, why it is suboptimal or risky, and how it may impact customer perception, compliance, or reporting.

3. Reinforce Your Role as the Expert

Remind the owner that your responsibility is to protect the infrastructure of their business — even when that means acknowledging something needs to be corrected.

4. Lay Out a Clear Game Plan

Walk through:

• What will change in the configuration

• Why the new approach is cleaner and more sustainable

• How staff communication will be handled

5. Protect Short-Term Operations

Just like with hardware changes, do not make abrupt changes during peak hours. Schedule the correction intentionally to avoid disruption.

Most decision-makers are comfortable with short-term workarounds as long as they trust the long-term solution. Trust is built when you:

• Identify issues before they become problems

• Communicate clearly and calmly

• Execute fixes with intention and timing

Recognize that merchants are placing the infrastructure of their business in your hands. Owning mistakes early and fixing them properly strengthens that trust rather than weakens it.

Chapter 1 — Product Mastery & Use-Case Definition