Live orders

The live orders screen is where service actually happens. Every new order lands here with an alert, and everything in flight stays visible until it is done.

Where to find it

Dashboard → Reports (/reports/order-list) — All outlet staff see the live orders screen in the partner app; what each person can do depends on their permissions

The screen itself is Partner app → Orders → Live orders. The POS register and kitchen display show the same orders on their own boards.

The screen

Orders are grouped into sections with a count and colour each — NEW, PROCESSING, ACCEPTED, READY and OTHER. Expand one to see its orders.

Sections, not statuses

These are how the partner app groups orders on screen. The order’s actual status is one of the values in Order lifecycle; the sections are a grouping over them. The POS register and kitchen display group the same orders differently again.

The top bar carries a refresh button, the outlet’s pause control, a search box, and a date picker for jumping to a particular day. When the outlet is paused, a banner explains why and until when, so the whole team can see at a glance that online orders have stopped — see Availability.

How orders arrive

• A new order sets off a repeating alert on every signed-in device at the outlet. It keeps going until somebody handles it, which is deliberate.
• The card shows what matters immediately: order type, products and quantities, total, whether it is paid or still owes money, the customer’s name, and any notes.
• Scheduled orders do not interrupt early — they wait in the upcoming view and surface near their slot. See Scheduled orders.

A sleeping tablet takes no orders

The app can hold the screen awake and reconnect printers on its own, but it can only alert you if a device is on, charged and signed in. Dedicate one device to live orders during opening hours, and take the offline banner seriously when it appears.

Accept or reject

Every waiting order needs a decision. The card offers Accept, Reject, Print and Print KOT (kitchen order ticket).

• Accept — confirm and set a preparation time in minutes. The customer is notified immediately with their estimated time. See Prep time.
• Reject — decline with a reason. A prepaid order is refunded according to your settings.

On accept, receipts and kitchen tickets print automatically if auto-print is on — see Receipt & kitchen printing. Both print buttons stay available through every later status, so a reprint is always one tap away.

If you would rather not have a human in this step for some channels, see Order automation — but note that an automatically accepted order goes straight to PROCESSING.

Moving the order along

Action	Moves it to
Start Process	PROCESSING — the kitchen has started
Mark Ready	READY — pickup customers are told to collect; delivery orders are ready for a driver
Complete Order	COMPLETED — collected, served, or delivered

Each step updates the customer’s app in real time.

What is available at each stage

Section	Buttons on the order
NEW	Reject · Accept · Print · Print KOT
ACCEPTED	Start Process · Edit Order · Cancel · Assign Driver (delivery) · Set Prep Time · print actions
PROCESSING	The same, plus Mark Ready
READY	Complete Order, plus Cancel / Assign Driver / Edit Order / print actions

Once a driver is assigned, Reassign Driver replaces Assign Driver.

Getting a driver

Three routes, mixable per order:

1. Assign manually — pick one of your own drivers; they get an alert with pickup and drop-off. See Drivers.
2. Auto-dispatch — the platform offers the order to drivers on its own. While it is searching, staff can stop the search and take over manually. See Auto-dispatch.
3. A delivery network — hand it to a connected provider and track their courier from the same card. See Delivery networks.

Delivery orders also carry Set Prep Time, so staff can move the estimate after accepting — worth doing when the kitchen falls behind, because dispatch timing follows it.

Once a driver has the order, the card shows their progress and the customer sees matching tracking.

Collecting payment

Prepaid orders show as paid and need nothing. For pay-on-arrival orders — cash, card on delivery, card terminal, bank transfer — the card shows the amount still due, and staff or the driver record payment at handover. If an edit changed the total, see Editing & refunds.

Editing, cancelling, calling

From an order’s details, and subject to permissions, your team can edit it (add or remove products, change quantities, add a fee), cancel it with a reason, or call the customer — the number is on the order with a call button.

The three views

View	Contents
Live orders	Everything in flight, in its sections
Upcoming	Scheduled orders waiting for their slot
History	Completed, cancelled and failed orders — searchable, with reprints

History covers day-to-day lookups: did table six pay, reprint yesterday’s receipt. For anything across days or outlets, use Reports.

A typical delivery order

1. The alert sounds; the order appears under NEW.
2. Staff accept with a 20-minute prep time. The customer is notified; the receipt and kitchen ticket print.
3. Start Process, then Mark Ready when it is packed.
4. Auto-dispatch offers it to the nearest driver, who accepts.
5. The driver collects; the customer sees live tracking.
6. The driver marks it delivered and the order completes.

Related: Order lifecycle · Editing & refunds · Cancellations · Receipt & kitchen printing