Live Orders

Live orders is the heart of the partner app — the screen merchant staff keep open through every shift. New orders land here in real time; staff accept them, prepare them, and hand them off, all from one place.

The screen at a glance

Orders are grouped into status sections, each with a count badge and its own color: NEW (teal), PROCESSING (indigo), ACCEPTED (emerald), READY (amber), and OTHER (rose).
The top bar holds a refresh button, the outlet online/offline toggle (owner and staff roles), a search bar, and a date picker for reviewing a specific day.
When the outlet is toggled offline, a banner explains why — manually disabled, closed for today, or offline until a chosen date and time — so staff (and your support team) can tell pause from outage at a glance.

The merchant workflow

1. A new order arrives

When a customer places an order, it appears instantly under NEW in the outlet’s live orders with an audible alert and a notification. The order card shows what was ordered, the order type (delivery, pickup, or dine-in), payment status, and any customer notes.

2. Accept or reject

A NEW order offers four actions — Accept, Reject, Print, and Print KOT (kitchen order ticket). Staff review the order and either:

Accept it — typically confirming or adjusting the estimated preparation time, which sets customer expectations and informs dispatch timing; or
Reject it — for example if a key item just ran out. Rejected prepaid orders are refunded according to your refund configuration.

3. Prepare and mark ready

As the kitchen cooks or staff pick and pack, the order moves on: Start Process takes an ACCEPTED order to PROCESSING, and Mark Ready takes it to READY. Each transition updates the customer’s live tracking automatically — no extra communication needed.

4. Hand off

What happens at READY depends on the order type:

Delivery — a driver collects the order. Depending on your dispatch setup, the driver is assigned automatically (auto-dispatch), by a dispatcher, by the outlet tapping Assign Driver on the order, or via a third-party delivery network. The order card shows the assigned driver and their status.
Pickup — the customer is notified their order is ready and collects it at the counter.
Dine-in — staff serve the order to the table.

5. Done

Staff tap Complete Order at handover. Completed orders leave the live view and move into the order history page, where staff can look up past orders, details, and receipts.

Action buttons by status

Status	Buttons on the order
NEW	Reject · Accept · Print · Print KOT
ACCEPTED	Start Process · Edit Order · Cancel · Assign Driver (delivery, no driver yet) · Set Prep Time (delivery) · print actions
PROCESSING	Same as ACCEPTED, plus Mark Ready
READY	Complete Order, plus Cancel / Assign Driver / Edit Order / print actions

Once a driver is assigned, Reassign Driver replaces Assign Driver; while auto-dispatch is searching, a Cancel Auto-Dispatch button lets the outlet stop the search. Outlets that belong to a franchise may also see Assign Aggregator Driver where that feature is enabled.

Upcoming and scheduled orders

Orders placed in advance appear in the upcoming orders view rather than interrupting the live flow immediately. The partner app surfaces them as their fulfillment time approaches so the outlet starts preparation at the right moment — not hours early, not too late. See Scheduled orders.

Driver visibility for merchants

For delivery orders, the partner app keeps the outlet informed without phone calls:

Which driver is assigned, and their live status (heading to the outlet, arrived, picked up, delivering).
The ability to assign or reassign a driver (Assign Driver / Reassign Driver) where your dispatch setup allows it, and to adjust the prep estimate with Set Prep Time so dispatch timing stays honest.

Beyond the basics

Depending on the features you’ve enabled, outlet staff can also act on live orders:

Edit Order — add, remove, or adjust items on an active order, collect additional payment or trigger a refund for the difference. Gated by status windows and role permissions you control. See Editing & refunds.
Cancel — within the statuses you allow, with configurable reasons and refund handling. See Cancellations.
Collect payment — for orders paid on handover (cash, card on delivery, card terminal), record collection as part of completing the order.
Print / Print KOT — print receipts and kitchen order tickets on supported printers. See Receipt printing.

Who at the outlet can do what

Partner app access is role-based: outlet owners have full control, while managers handle day-to-day order operations. Sensitive actions — edits, refunds, fee waivers — can be limited per role in your marketplace configuration. See Outlets and Users & roles.

Admin-side monitoring

While merchants work their own queue, your team sees the whole marketplace:

Admin panel — every order across all outlets, searchable with full detail, plus per-outlet and marketplace-wide dashboards.
Dispatcher panel — live map of active delivery orders and drivers, for monitoring and intervention. See Dispatcher panel.
Reports — order lists, summaries, and breakdowns by outlet, zone, payment method, and more. See Reports.

This dual view matters operationally: merchants resolve their own orders; your team spots patterns — an outlet that stops accepting, deliveries stacking up in one area — and steps in before customers feel it.

Practical guidance for merchant training

When onboarding outlet staff, focus the training on four habits:

Acknowledge fast. Tap Accept (or Reject) within a couple of minutes — customers watch the NEW status.
Set honest prep times. Inflated times lose orders; optimistic ones break delivery timing. Use Set Prep Time when the day shifts.
Mark ready when ready. Drivers and customers act on READY; late marking causes cold food and idle drivers, early marking causes waiting drivers.
Use availability, not rejection. Out of stock? Disable the item so the next customer never orders it.