The delivery workflow, end to end
From a delivery order to the rider's cash counted back in.
- A delivery order is taken at the till (with the customer's name, phone and address) or arrives from your website, and goes to the kitchen.
- It waits on the dispatch board under Waiting for a rider.
- A manager (or the till) assigns it to a rider on shift, and the rider's phone is notified.
- When the kitchen marks it Ready, the rider collects it and taps Picked up from restaurant — which also takes the ticket off the kitchen screen.
- At the door the rider records how the customer paid, and the order is delivered.
- Before the rider leaves, a manager settles the cash they collected.
Orders already paid online arrive on the till as paid — the rider sees Paid and collects nothing. Customers who ordered on your website get e-mail updates when the order is accepted or rejected, out for delivery and delivered; the rejection e-mail does not give the reason — Find my order does.
Rejecting a website order
A website order waits in the till's Online Orders for Accept Order or Reject. Reject asks, on the order's card, Why are you rejecting this order? — Too busy right now, An item is not available, Closing soon, Outside the delivery area or Other, which needs the reason typed under Reason in your own words (up to 200 characters). Reject order works once a reason is chosen; Back leaves the order as it was. The card then shows Rejected: <reason>, and the customer reads The restaurant could not take your order: <reason> under Find my order on your website, in their own language. An order already paid online opens the Refund form straight after the Reject — see refund a paid bill.
Each stage has its own article — start with the dispatch board.