Order lifecycle

Every order moves through a fixed set of statuses. Knowing them tells your team what to do next, and tells you exactly where an order is when a customer asks.

Where to find it

Dashboard → Reports (/reports/order-list) — Admin, Co-Admin

In-flight orders live in Partner app → Orders → Live orders; the register and kitchen display show the same orders on their own boards.

The statuses

Placed → Pending → Accepted → Processing → Ready → Dispatched → In transit → Completed

Status	What it means	Who moves it on
PLACED	The order has been submitted.	—
PENDING	Waiting for your team to accept it.	Staff — Accept or Reject
ACCEPTED	Confirmed, with a preparation time promised to the customer. Receipts and kitchen tickets print here.	Kitchen starts
PROCESSING	Being prepared.	Staff — Mark ready
READY	Packed and ready to leave.	Staff hand it over, or a driver collects
DISPATCHED	A driver has been assigned and has the order. Delivery only.	Driver
IN TRANSIT	On the way to the customer. Delivery only.	Driver marks delivered
COMPLETED	Delivered or collected. Counts toward your reports.	—

Two statuses end an order early:

• CANCELED — cancelled by staff, an admin, or the customer where you allow it. May trigger a refund and a cancellation fee. See Cancellations.
• FAILED — the order never became payable; an online payment that was never completed is the usual cause. It never reaches your kitchen and nothing is charged.

Both are excluded from sales totals but stay visible in reports, so you can see how often they happen and why.

“New” is a lane, not a status

The partner app, the POS register and the kitchen display each group orders into lanes — New, Preparing, Ready — which is what staff see and talk about. Those are display groupings over the statuses above. When you filter a report, you are filtering the statuses.

Speed at the front of the queue

Customers watch the app while an order sits waiting to be accepted. Accepting quickly, with a Prep time you can actually hit, is the single biggest driver of good ratings.

The partner app and POS register both sound a new-order alert that keeps repeating until someone handles it — deliberately hard to ignore. If you would rather not have a human in this step at all, see Order automation; note that an automatically accepted order goes straight to PROCESSING.

What the customer is told

Customers are kept informed automatically. Depending on your notification settings they hear about:

1. Accepted — with the estimated ready or delivery time
2. Processing — optional, useful when preparation is long
3. Ready — pickup customers are told to come and collect
4. Dispatched / in transit — with live driver tracking where you have it
5. Completed — often paired with a rating prompt or a points credit
6. Edits, cancellations and refunds — whenever your team changes something

Staff are notified too, and drivers are alerted when an order is assigned.

By order type

Delivery. After READY the order needs a driver: assign one yourself, let Auto-dispatch do it, or hand it to a Delivery networks. The order then moves through DISPATCHED and IN TRANSIT, and completes when the driver marks it delivered.

Pickup. No driver step. After READY the customer is told to collect, and staff complete the order at handover. Some marketplaces require a short handover code at this point.

Dine-in. The order carries the table it came from, so staff know where to take it. There is no handover step — it completes when it is served, or when the tab is settled if the customer is paying at the end.

Scheduled. Placed in advance for a chosen time. It waits in the upcoming view and surfaces into live orders close to its slot, so the kitchen starts at the right time rather than when the order was placed. See Scheduled orders.

Payment along the way

• Prepaid orders — card, Apple Pay, Google Pay, wallet — are paid at checkout, before you ever see them. A payment that fails means an order that fails; it never reaches you.
• Pay on arrival — cash, card on delivery, card terminal, bank transfer — is collected at handover, and the apps mark clearly which orders still owe money.
• Edited orders may need a difference collected or refunded. See Editing & refunds.

Two methods cannot be refunded through the platform

Card on delivery and card terminal are one-way collection channels — the platform records them but cannot reverse them. A refund on an order paid that way has to go back as cash, a bank transfer, or wallet credit. Plan the policy before it comes up at a counter.

Where to watch orders

View	What is in it
Partner app → Orders → Live orders	Everything in flight, grouped into lanes with counts
Upcoming orders	Scheduled orders waiting for their slot
The register and kitchen display	The same live orders, on the counter and in the kitchen
Order history	Completed, cancelled and failed orders
Dashboard → Reports (/reports/order-list)	Every order, filterable by status, channel, outlet, payment and more

Related: Live orders · Editing & refunds · Cancellations · Prep time