Skip to main content

Managing Delivery Orders

Handle delivery orders efficiently from all platforms.

Order Queue​

Unified Inbox​

All delivery orders appear in one queue:

┌─────────────────────────────────────────────────────────────────┐
│  DELIVERY ORDERS                    [Filter ▼] [Refresh]        │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│  ⏱ PENDING ACCEPTANCE (2)                                       │
│  ├─ #D-4521  DoorDash   $34.50   2 items    Accept | Reject     │
│  └─ #U-8834  UberEats   $28.75   3 items    Accept | Reject     │
│                                                                  │
│  🔥 IN PROGRESS (5)                                              │
│  ├─ #G-2234  Grubhub    $42.00   Prep: 8 min    Ready?          │
│  ├─ #D-4518  DoorDash   $27.50   Prep: 12 min   Ready?          │
│  ├─ #U-8830  UberEats   $31.25   Prep: 5 min    Ready?          │
│  ├─ #D-4515  DoorDash   $19.99   Driver arriving                │
│  └─ #G-2231  Grubhub    $55.00   Ready for pickup               │
│                                                                  │
│  ✓ COMPLETED TODAY: 47 orders | $1,245.50                       │
│                                                                  │
└─────────────────────────────────────────────────────────────────┘

Order Status Flow​

New Order → Pending → Accepted → Preparing → Ready → Picked Up → Completed
                ↓
            Rejected

Accepting Orders​

Orders automatically accepted based on rules:

  1. Within operating hours
  2. Below throttle threshold
  3. Prep time achievable
  4. All items available

Manual Accept​

If auto-accept is disabled:

  1. Order notification appears
  2. Review order details
  3. Tap Accept to confirm
  4. Order sent to kitchen

Accept with Modified Time​

If you need more prep time:

  1. Tap order
  2. Select Accept with changes
  3. Adjust prep time
  4. Confirm acceptance

Rejecting Orders​

Valid Rejection Reasons​

ReasonWhen to Use
Too busyKitchen overwhelmed
Item unavailable86'd items in order
Closing soonNot enough time
Store issueEquipment down

How to Reject​

  1. Tap the order
  2. Select Reject
  3. Choose reason (required)
  4. Confirm rejection
Rejection Rate Impacts Visibility

High rejection rates lower your restaurant's ranking on delivery platforms, reducing the number of customers who see your listing. Only reject orders when truly necessary, and use throttling or extended prep times as alternatives.

Order Details​

Viewing Order Information​

Each order shows:

FieldDescription
Order #Platform order number
PlatformDoorDash, UberEats, etc.
ItemsOrdered items with mods
TotalOrder total before commission
CustomerName (partial)
NotesSpecial instructions
Pickup timeWhen driver arrives

Special Instructions​

Displayed prominently:

┌─────────────────────────────────────┐
│ ⚠️ SPECIAL INSTRUCTIONS             │
│                                      │
│ "Extra sauce on the side please.    │
│  No onions - severe allergy!"       │
└─────────────────────────────────────┘

Allergy Alerts​

Allergy Orders Require Extra Care

Delivery allergy orders are especially high-risk because you cannot verify with the customer in person. Always use clean equipment, separate packaging, and double-check modifiers before sealing the bag. A mistake cannot be corrected once the driver leaves.

Orders with allergies show:

  • RED BANNER on order
  • Allergen clearly labeled
  • Flagged in KDS
  • Use clean equipment

Modifying Orders​

Customer Requests Changes​

If a customer calls the platform:

  1. Platform sends modification
  2. Notification appears
  3. Review changes
  4. Accept or reject modification

Item Unavailable​

If item is 86'd after acceptance:

  1. Tap order
  2. Select item
  3. Mark Unavailable
  4. Platform notifies customer
  5. Partial refund processed

Cancel Order​

If order cannot be fulfilled:

  1. Tap order
  2. Select Cancel
  3. Choose reason
  4. Platform handles refund
warning

Cancellations affect your delivery ratings.

Kitchen Integration​

KDS Display​

Delivery orders appear in KDS with:

  • Platform logo/color
  • "DELIVERY" label
  • Pickup time countdown
  • Driver ETA

Order Priority​

Delivery orders sorted by:

  1. Driver arrival time
  2. Order age
  3. Platform SLA requirements

Prep Timing​

System calculates when to fire:

Driver ETA: 15 min
Prep time: 12 min
Fire in: 3 min

Driver Coordination​

Driver Arrival​

When driver is near:

  1. Notification: "Driver arriving"
  2. Order highlighted
  3. Start final prep if needed

Marking Ready​

When order is ready:

  1. Tap Ready for Pickup
  2. Platform notifies driver
  3. Order moves to pickup area

Driver Pickup​

When driver arrives:

  1. Verify driver and order number
  2. Hand off order
  3. Tap Picked Up
  4. Order marked complete

Driver Wait Time​

Track driver waiting:

Wait TimeStatus
0-5 minNormal
5-10 minYellow alert
10+ minRed alert

Long waits impact ratings.

Throttling & Busy Mode​

When to Throttle​

Enable throttling when:

  • Kitchen backed up
  • Staff shortage
  • Equipment issues
  • Unexpected rush

How to Throttle​

  1. Go to Delivery > Controls
  2. Select platforms to pause
  3. Set pause duration
  4. Or set order limit

Throttle Options​

OptionEffect
Pause allStop all delivery orders
Pause platformStop specific platform
Limit ordersCap orders per hour
Extend prepAdd time buffer

Resume​

Delivery resumes:

  • Manually when ready
  • Automatically after duration
  • When capacity available

Handling Issues​

Wrong Item in Order​

  1. Document the error
  2. Contact platform support
  3. Offer remake if driver waiting
  4. Platform handles customer refund

Order Never Picked Up​

  1. Wait for platform timeout
  2. Mark as completed
  3. Dispose per food safety
  4. Order still paid

Customer Complaint​

  1. Platform handles customer contact
  2. Review order details
  3. Provide info if requested
  4. Learn for improvement

Voice Commands​

TaskSay
View orders"Show delivery orders"
Accept order"Accept order D-4521"
Reject order"Reject UberEats order"
Mark ready"Order D-4521 ready"
Pause platform"Pause DoorDash"
Check status"Delivery status"

Best Practices​

Acceptance​

  1. Accept promptly - Speed affects rankings
  2. Set realistic times - Underpromise, overdeliver
  3. Review carefully - Catch issues early

Preparation​

  1. Prep in order - By pickup time
  2. Package properly - Delivery-friendly containers
  3. Include essentials - Utensils, napkins, condiments

Handoff​

  1. Verify order - Check items match
  2. Seal bags - Tamper-evident preferred
  3. Hand directly - Don't leave unattended
Last updated on