What customers experience

This page walks through your ordering experience the way your customers see it. Knowing the journey end to end helps you set it up well, train staff to answer questions, and spot where loyalty features can do the most work.

Your brand, everywhere

Customers order through your app — your name on their home screen, your logo, your colors. The same experience is available three ways:

Mobile app — iOS and Android, installed from the App Store and Google Play under your restaurant’s name
Web ordering — the identical experience in any browser, no install needed
Dine-in QR — scanning a table code opens your menu in the browser, pre-linked to the table

There is no marketplace, no competitors listed next to you, and no commission on anything they order.

Customers see the menu you built in the menu builder: categories in your chosen order, photos, descriptions, prices, and dietary tags. Items out of stock simply don’t appear, so nobody orders something the kitchen can’t make. If you’ve enabled multiple languages, the menu appears in the customer’s language automatically — see Languages & currency.

Picking an item, customers choose variants (size, portion), addons and modifiers, quantity, and can add a note (“no onions”). Dish ratings from other customers appear where you’ve enabled them — see Dish ratings.

Choosing how and when to get it

At checkout, customers pick an order type (from those you’ve enabled):

Delivery — they enter or pick a saved address; your zone rules determine the fee, minimum order, and estimated time. See Delivery setup.
Pickup — they order ahead and get notified when it’s ready to collect.
Dine-in — via QR table ordering; the table number rides along automatically. See Dine-in QR ordering.
Now or later — where you allow scheduled orders, customers can pick a future time slot instead of ASAP.

Paying

Customers pay with whatever you’ve enabled — see Payments overview:

Card (with saved cards for one-tap reordering), Apple Pay, Google Pay
Their store wallet balance
Cash, card on delivery, or card terminal at handover
A coupon code or an issued voucher, applied before paying
Reward points redeemed against the total, where enabled
A tip, with suggested amounts

Saved addresses and saved cards make a returning customer’s order a three-tap affair — which is exactly what drives reorder frequency.

Tracking the order

After ordering, customers watch the order move through its lifecycle live from the Orders tab:

NEW — waiting for the restaurant
ACCEPTED — with the estimated ready/delivery time your staff committed to
PROCESSING and READY
Out for delivery — with driver progress for delivery orders
Completed

Each step arrives as a push notification (and SMS or email where you’ve enabled them — see Customer communications). If your team edits or cancels the order, the customer is told what changed and what was refunded, automatically.

Earning and belonging

The loyalty layer is woven through the experience:

Feature	What the customer sees
Reward points	Points earned on each order, a visible balance, and redemption at checkout
Store wallet	A top-up balance for instant payment — and instant refunds
Memberships	Paid tiers with benefits like free delivery or member pricing
Referrals	A personal code to share; both sides get rewarded
Coupons & vouchers	Discounts entered at checkout or delivered personally by push/SMS/email
Dish ratings	A prompt to rate the dishes they actually ordered

A customer who has a wallet balance, a points balance, and a membership has three reasons to order from you and zero reasons to open a marketplace app.

Account and history

The Accounts tab is the customer’s home base. From there they manage:

Saved addresses with delivery instructions
Saved cards and payment preferences
Wallet, rewards, membership, coupons, and referral — balances and transaction history
Support and FAQ — self-service help before they reach for the phone

Order history with one-tap reorder lives in the Orders tab, and language and notification preferences in Settings.

What this means for you

Every screen is configurable from your side. Menu, photos, fees, payment methods, loyalty rules — if a customer sees it, you control it in the admin panel.
Notifications do the front-of-house talking. Accept orders promptly with honest prep times and customers stay informed without a single phone call.
The loyalty features compound. Start with rewards, layer in referrals and a welcome coupon, and your app becomes the default way regulars order.

Next: see how your side of the experience works in Managing live orders.