Taking delivery and pickup orders
Delivery and pickup have different handover steps. Work from the correct channel’s order list, not a payment notification alone.
1. Open the order
Section titled “1. Open the order”Open Delivery or Pickup, then Orders. Check the relevant status tab and open the order. Verify its items, options, notes, payment state and the promised time before accepting it.
2. Accept and prepare
Section titled “2. Accept and prepare”Use Accept when the order needs manual acceptance, and enter the requested preparation time. POS-connected orders may follow their POS acceptance process. Check the displayed state before accepting a second time.
3. Mark the order ready
Section titled “3. Mark the order ready”When the kitchen has prepared it, use the ready action on the order. A delivery becoming ready does not prove that a rider has picked it up.
4. Complete the handover
Section titled “4. Complete the handover”For delivery, follow the rider and timeline information. Use the restaurant-delivery actions only when your own staff are fulfilling it. For pickup, verify the guest and order before marking the collection complete.
If status does not change
Section titled “If status does not change”Refresh the current order and check its timeline. Do not create a duplicate order or refund just because the list is slow to update. Give support the order reference and the action that did not complete.