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Delivery Driver Guide

Guide for delivery drivers — picking up dispatched orders, recording handover at the door, taking cash on delivery, and what to do when a delivery fails.

As a delivery driver you work from the Delivery module in the staff app. Pick up orders the kitchen has finished, deliver them, and record the handover at the door — including any cash you take. The handover is the part that matters: an order dispatched but never confirmed sits in limbo, and cash taken but unrecorded shows as missing at the end of the day.

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Record it at the door

Everything about your job comes down to one habit: record the handover where it happens, not back at the restaurant.

  • The timing is right, so the customer's tracking is accurate
  • Cash is recorded while you have it, so it reconciles at close
  • The order leaves the awaiting-handover queue, so nobody chases it

Install the app to your phone

The staff app runs in a browser, but installed to your home screen it opens full-screen and launches faster. See Staff App.

Your shift

How to See Deliveries Waiting for You (my deliveries, what is ready, delivery queue)

Start here.

Required permission: Delivery deliver

  1. Open Delivery in the staff app
  2. Review the orders ready to go out

Result: You see what the kitchen has finished and what is assigned to you.

Note: If Delivery is not in your bottom bar, tap Menu — everything you have access to is listed there. You can pin it via Menu → Customize Tabs.

How to Take an Order Out (pick up delivery, dispatch, start delivery)

Take the order and mark it on its way.

Required permission: Delivery deliver

  1. Open Delivery and find the order
  2. Check the items against what you are carrying
  3. Take it and mark it dispatched

Result: The order is out for delivery and the customer's tracking updates.

How to Record a Handover (delivered, handed over, confirm delivery, cash on delivery)

The most important thing you do. Do it at the door.

Required permission: Delivery deliver

  1. Open Delivery in the staff app and find the order
  2. Record the handover
  3. If the customer is paying cash on delivery, record the payment as part of it

Result: The order is complete, the customer's status updates, and any cash you took is recorded against the order.

Note: Cash collected at the door and not recorded appears as a shortfall when the register is counted — and by then nobody can say which order it belonged to.

How to Handle a Failed Delivery (nobody home, customer not there, could not deliver, wrong address)

Record what happened rather than bringing the order back silently.

Required permission: Delivery deliver

  1. Try to contact the customer using the details on the order
  2. If you cannot deliver, do not record a handover
  3. Tell the restaurant so the order can be resolved — refunded, redelivered, or held for collection

Result: The order stays visible in the awaiting-handover queue as unresolved, which is what gets it dealt with.

Note: Never mark an order delivered that was not. The queue is bounded by status rather than date, so an unresolved order stays visible until someone closes it properly.

How to Check Your Delivery History (what did I deliver, delivery history, my deliveries today)

Review what you have completed.

  1. Open Delivery in the staff app
  2. Open the history view

Result: You see the deliveries you completed, with their times and any payments taken.

Common questions

An order I delivered still shows as out

Cause: The handover was not recorded.

Fix: Open Delivery, find the order, and record the handover now. Until you do, it sits in the awaiting-handover queue and someone will chase it.

The Delivery module is not showing

Cause: Either your role lacks the delivery permission, or the business unit you are signed into does not have it enabled.

Fix: Check you are signed into the right outlet. If you are, ask a manager to check your role — see Roles & Permissions.

I took cash but forgot to record it

Cause: It will show as a shortfall at close.

Fix: Tell whoever is closing the register straight away, with the order and the amount, so it can be reconciled rather than treated as missing cash.

The app does not work where I am

Cause: A network connection is required.

Fix: Delivery status is live data and cannot be served from a stale cache. If coverage is poor at a delivery address, record the handover as soon as you have signal — but before you forget the details.