Customer Experience

This page walks through your marketplace from the customer’s side. Knowing the experience end to end helps you configure it well — every setting in your admin dashboard ultimately shows up somewhere in this journey.

Opening the app

The customer opens your branded app (iOS, Android, or web) and is located — by device location or a saved address — into the right zone. From there, the home experience presents your marketplace:

Business types as the top-level navigation — Restaurants, Stores, Supermarkets, however you’ve named your verticals.
Banners and featured content you manage from the admin panel’s design tools.
Outlets that serve the customer’s location, browsable and searchable, with tags (cuisines, store types) for filtering.

The whole experience runs in the customer’s language where you’ve provided translations — see Languages & currencies.

Browsing and building a cart

Inside an outlet, the customer browses the catalog you and the merchant built — categories, photos, prices, variants, and add-ons (see Catalog builder). Items that are out of stock simply don’t appear as orderable.

Customers can also combine items from more than one outlet into a single checkout where you’ve enabled multi-outlet ordering.

Choosing how to receive the order

Depending on what the outlet offers, the customer picks:

Delivery — to a saved or new address. Availability and the delivery fee come from the outlet’s service area rules.
Pickup — order ahead, collect at the counter, with an order-ready notification.
Dine-in — for restaurants, including QR-code ordering at the table.

They can also choose when: as soon as possible, or scheduled for later — see Scheduled orders.

Checkout and payment

At checkout the customer sees the full breakdown — items, fees, taxes, discounts, tip — and pays with whatever you’ve enabled (see Payments overview):

Online — saved cards, Apple Pay, Google Pay, with 3-D Secure where required.
Wallet — their marketplace wallet balance, alone or combined with another method.
On handover — cash, card on delivery, card terminal, or bank transfer.

Discounts apply here too: a coupon code, an accepted voucher offer, reward points redemption, or membership benefits — the platform applies the math and shows the final total before they confirm.

Tracking the order

From placement onward, the customer watches the order move through its lifecycle live in the Orders tab:

Status updates as the merchant moves the order from NEW through ACCEPTED, PROCESSING, and READY.
For delivery, live driver tracking on the map once the order is out for delivery.
Push notifications at the milestones that matter — accepted, ready for pickup, out for delivery, delivered — plus SMS or email where you’ve configured them.

No “where is my order?” calls; the answer is on their screen.

The account that follows them everywhere

One account works across all your verticals. The Accounts tab carries:

Saved addresses — home, work, and more, reused at every checkout.
Saved cards — stored securely with your payment gateway for one-tap payment.
Wallet — balance, top-ups (where enabled), and a full transaction history. See Wallet.
Rewards, membership, coupons, and referral — every loyalty balance and offer in one place.
Support and FAQ — self-service help before a ticket ever reaches your team.

Order history with easy reordering lives in the Orders tab.

This shared account is the quiet superpower of the multi-vertical model: a customer acquired by your restaurants is one tap away from your supermarkets.

Loyalty and growth touchpoints

Depending on which growth features you enable, customers also see:

Rewards — points earned per order, visible balance, redemption at checkout. See Rewards.
Memberships — paid tiers with benefits applied automatically to their orders. See Memberships.
Referrals — a personal code to share; both sides get rewarded on the friend’s first order. See Referrals.
Voucher offers — personal offers arriving by push, SMS, or email, accepted in-app and redeemed at checkout. See Voucher campaigns.
Ratings and reviews — rate orders and dishes, optionally earning reward points for feedback.

When something goes wrong

The experience is designed to keep trust through hiccups:

Cancellations and refunds follow your configured rules, with the refund landing back on the original payment method or instantly in the wallet — see Cancellations.
If a merchant edits an order (an item ran out), the customer is notified and any difference is refunded per your settings — see Editing & refunds.

What this means for your configuration

Every section above maps to operator decisions:

Customer sees	You configure in
Which merchants and verticals appear	Zones, Business types, Outlets
Delivery availability and fees	Service areas in Zones
Catalog quality	Catalog builder standards
Payment options	Payments overview
Delivery speed and tracking	Dispatch setup
Offers and loyalty	The growth toolkit
Languages and formatting	Languages & currencies

When you’re deciding how much effort a setting deserves, come back to this page and ask: where does the customer feel it?

Related: Order lifecycle · Payments overview · Wallet · Rewards