Orders & delivery

New → Confirmed (you accepted it) → Being prepared → Out for delivery → Delivered. Cancelled is separate and always carries a reason. Customers are messaged on confirmation, dispatch, delivery and cancellation — 'Being prepared' is an internal stage and deliberately sends nothing.

Three WhatsApp messages go out the moment an order lands: the customer's confirmation, the full ticket to your managers' group, and the delivery ticket to your riders' group. The Orders board updates as well — but the WhatsApp ticket is designed to be enough to start cooking.

Everything the kitchen and the counter need: order number, items with options and quantities, the total and payment method, customer name and phone, building, unit number, the GPS pin link, and any notes the customer typed.

The riders' WhatsApp group receives a dispatch ticket with the address, pin and phone, plus a secure one-tap link to mark the order delivered from the road. The link works for 12 hours, only for that order, and dies the moment the order is closed — a forwarded or old link does nothing.

Yes — pick the rider when you send an order out for delivery; the customer's 'on its way' message then carries the rider's name and phone so they know who is coming.

A confirmation page with their order number and a live status view, plus the WhatsApp confirmation. Their page updates as you move the order along — confirmed, on its way with the rider's name, delivered.

Cancel from the board — a reason is required because the customer is told it in their cancellation message. Tracked stock is restored automatically. Use it honestly: 'ran out of chicken, so sorry' keeps a customer; silence loses one.

No. Every checkout carries a one-time key — a double-tap, a refresh or a flaky connection retry lands on the SAME order, not a duplicate, and the WhatsApp messages send once.

Never. The browser sends item IDs and quantities only; our server rebuilds the entire bill from your live menu — prices, options, deals, coupon, delivery fee — inside one transaction. What the customer saw and what they are charged cannot drift apart.

The order is refused with a specific, polite message — item just sold out, kitchen closed, coupon no longer valid, minimum order not met — and nothing is charged or half-saved. The customer fixes the one thing named and orders normally.

Per building/area: each entry in your delivery list carries its own fee, chosen when the customer picks their building at checkout. The fee is shown before they order and printed on the ticket and invoice.

Yes — select multiple out-for-delivery orders and mark them delivered together. Customer thank-you messages are sent with a polite gap between them rather than as one machine-gun burst.

Your standard delivery estimate from Settings, quoted in the confirmation. Keep it honest — it is a promise in writing.

A completion timer quietly closes the order later (about 12 hours after confirmation) so loyalty stamps still accrue — but the customer is never sent a late 'delivered' message. The review request and re-order nudge only go out when a human actually marks delivery.

The board keeps everything, with filters for status and date (7 days at a time) and a search box that takes names, phones and order numbers. The card shows the working view; tap the order number to open the order's own page with the full money breakdown and its complete timeline.

Tap the order number on any board card. The order's own page shows every line with unit prices, the full money breakdown exactly as charged (discounts, bundle savings, rounding, charity round-up), the customer and delivery details, the rider — and a timeline of every recorded change: who moved the order to which status, when, and the stated reason for any cancellation. Detailed who-did-what history began 10 August 2026; older orders show what the order itself remembers, and say so.

How many people filled a cart, left a name and number, and never checked out. It turns amber when there's at least one, and clicking it opens the abandoned-carts settings where you set the reminder message (always held for your approval, never auto-sent). It is always a right-now figure covering at most the last 3 days, because cart details are deleted after 3 days by the privacy rules — and immediately if that person orders.

No — outside your hours the page shows your closed screen with a countdown to opening, and even a cart built earlier is refused at checkout with 'closed right now — opening in …'. The clock used is your restaurant's own timezone.

Every order has a printable invoice the customer can download from their order page. If you've entered your TRN, it shows the VAT-inclusive line as UAE rules expect. The invoice always equals what was actually charged — it is printed from the stored order, never recalculated.

Cash on delivery and card machine on delivery. The choice is recorded on the order and shown on every ticket so the rider carries the machine only when needed.

Usually one of: the number typed isn't on WhatsApp (a UAE landline, for example, is rejected at checkout precisely for this), the number was mistyped, or your WhatsApp link needs re-scanning. Check Settings → WhatsApp for the connection state and the Message centre for the exact send result and reason.

Customers can attach notes at checkout ('no onions', 'call on arrival') and they print on the ticket. Internally, use your managers' group thread for anything extra — it already carries the full ticket per order.

A short per-restaurant sequence like A-142 — easy to shout across a kitchen and unique within your restaurant. Customers see it on their confirmation and use it when they contact you.

New holds orders placed inside your 'New' window (last 2 hours by default — the tab shows it). Active holds anything in the kitchen or on the road — PLUS any order nobody accepted that aged out of New, so a forgotten order never disappears. Confirmed, Cancelled, Delivered and All are what they say, and every tab's number respects your current date range and filters.

The date range is deliberately capped at 7 days so a busy board stays fast; ask for more and it trims the range and tells you in amber. Dates run on your restaurant's own timezone, and a 'Today' link appears when you have moved off today. For older orders, move the From/To window rather than widening it.

The Search box takes an invoice number, a customer name or a phone (two characters minimum). Phone matching ignores spaces and dashes and understands a local 05… as the stored 9715… form, so 050 123 finds the order. 'More filters' adds payment method, delivery vs dine-in, condominium, rider (incl. Unassigned), min/max total, discounted-only and sort.

Between live stages, yes — including backwards: an order pushed to Being prepared by mistake can go back to Confirmed. Cancelled is final for everybody (the stock, coupon and reward have already been given back — reopening would double-give it all). Delivered can go one place only — cancelled — and only by the owner.

No — the button reads 'Cancel delivered order (owner)' and only appears for owners; a manager who posts it anyway is refused by the server by name. When an owner does it: stock back, coupon use back, loyalty reward reopened, stamps reversed, honest customer message, and a managers-group alert naming who and why. Recorded.

Yes — Settings → WhatsApp → Automations: tick 'Auto-confirm new orders' and set the delay (1–120 minutes, default 5). Unaccepted orders move to Confirmed after it and the customer gets the normal confirmation. The same screen sets the 'New' tab window (1–24 hours, default 2).

On Settings → Riders & dispatch groups you create rider groups (a name + a real WhatsApp group from your connected account) and rider profiles (name, WhatsApp number, optional crew). Assign a rider on the board and that order's ticket is re-sent to their crew's group — a toast names which one. No rider groups set up? Every ticket keeps going to the main riders group.

A rider who has ever been on an order can't be deleted — deactivate instead, which removes them from the board while keeping history on their old deliveries. A group with riders still linked can't be deleted either. And two riders can never share a WhatsApp number — the form refuses and names the rider already using it.

Your restaurant name, the building and unit, whether to collect cash or carry the machine, the amount, and one Confirm button — the page changes nothing until pressed, so a WhatsApp preview or antivirus opening the link is harmless. If staff already closed the order, the rider sees 'already marked delivered' — or, for a cancelled one, 'Do not deliver it'.

That order contains a mystery box. The list is the shortlist your menu, stock and allergen declarations produced at the moment of ordering, deepest stock first (the box's job is clearing the pile). Any customer exclusion prints above in bold: '⚠ Customer cannot eat: …'. It is a snapshot, so it stays correct even after those dishes leave the menu.

That order carried a charity round-up — the pledge is inside the total, it is what the customer agreed to pay and what the rider collects. It is called out because whoever counts the cash needs to know part of it is money you owe onward, not takings.

The building import only ever ADDS — a row whose name matches a building you already have is skipped and reported, never updated. Deliberate: an old sheet can never quietly overwrite fees you have been tuning. Edit fees directly on the Condominiums & delivery fees page.