Delivery, Pickup & Kitchen Load

Why incoming orders are accepted, not auto-started

A dine-in order is placed by someone already in your restaurant. An online order arrives from someone who does not know how busy you are. The accept step is where a human decides whether you can actually deliver it in a reasonable time — and rejects it early if not, rather than an hour later.

Common Tasks

How to Accept or Reject an Incoming Order (incoming orders, accept delivery order, reject order, new online order)

The gate between an order arriving and the kitchen starting it.

Required permission: Delivery manage

1. Open Restaurant → Incoming in the staff app
2. Open the new order and review its items, channel and requested time
3. Check the kitchen can take it in a reasonable time
4. Accept it, or reject it with a reason

Result: Accepted orders go to the kitchen and the customer is notified. Rejected orders are cancelled and the customer is told.

Note: Reject early rather than accepting and running late. A rejection at the point of ordering is a minor disappointment; a two-hour delivery is a lost customer.

How to Manage Kitchen Load (too many orders, pause online orders, kitchen busy, throttle orders)

Control how much online work the kitchen takes when it is under pressure.

Required permission: Delivery manage

1. Open Restaurant → Incoming in the staff app
2. Review the current load against what the kitchen can handle
3. Adjust the load settings, or pause taking new orders during a rush
4. Resume once the kitchen has caught up

Result: Incoming orders are throttled to what the kitchen can actually produce.

Note: Pausing is better than accepting everything and delivering late. Guests in the room are also waiting, and they can see the kitchen.

How to Dispatch an Order to a Driver (send with driver, dispatch delivery, assign driver)

Hand a completed order to whoever is delivering it.

Required permission: Delivery deliver or manage

1. Open Delivery in the staff app
2. Find the order once the kitchen has finished it
3. Assign it to a driver and dispatch

Result: The order is out for delivery and its status updates for the customer.

How to Record a Handover (delivered, order handed over, confirm delivery, collected)

Record that the customer actually received the order.

Required permission: Delivery deliver

1. Open Delivery in the staff app
2. Find the order
3. Record the handover — including payment if it was cash on delivery

Result: The order is complete, and any payment taken on the doorstep is recorded.

Note: Record it at the door. A handover recorded back at the restaurant loses the timing, and cash collected but unrecorded shows up as a shortfall at close.

How to Chase an Undelivered Order (order not delivered, stuck order, where is this order, undelivered handoff)

Find orders that were dispatched but never confirmed as received.

Required permission: Delivery manage

1. Open the active orders view
2. Filter to orders awaiting handover
3. Contact the driver, and record the handover once confirmed

Result: Orders stop sitting in an indeterminate state between the kitchen and the customer.

Note: This queue is bounded by status, not by date, so an order from two days ago is still visible. That is intended — an unresolved delivery does not become less unresolved with time.

How to Handle a Collection Order (pickup order, collection, customer collecting)

Orders the customer is coming to collect.

1. Accept the order in Restaurant → Incoming
2. The kitchen prepares it as normal
3. When the customer arrives, record the handover

Result: The order is closed and the customer's status updates.