Managing live orders

The Live Orders screen in the partner app is your team’s command center during service. Every new order lands here with a sound alert, and everything in flight — from just-placed to out-for-delivery — stays visible until it’s done.

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). Expand a section to see its orders.
The top bar holds a refresh button, the outlet online/offline toggle (available to owner and staff roles), a search bar, and a date picker for jumping to a specific day’s orders.
When the outlet is toggled offline, a banner explains why — manually disabled, closed for today, or offline until a chosen date and time — so the whole team can see at a glance that new orders are paused.

How new orders arrive

A new order triggers a repeating sound alert on every signed-in partner app at the outlet, so it can’t be missed during a rush.
The order card shows the essentials at a glance: order type (delivery / pickup / dine-in), items and quantities, total, payment status (prepaid or to collect), the customer’s name, and any notes.
Scheduled orders don’t interrupt you early — they wait in the upcoming tab and surface near their time slot. See Scheduled orders.

Accept or reject

Every order in NEW needs a decision. The order card offers four actions: Accept, Reject, Print, and Print KOT.

Accept — confirm the order and set a preparation time (in minutes). The customer is notified immediately with their estimated ready/delivery time.
Reject — decline the order with a reason. Prepaid orders are refunded to the customer automatically according to your refund settings.

On Accept, receipts and kitchen tickets (KOTs) print automatically if you’ve enabled auto-print — see Receipt & kitchen printing. The Print and Print KOT buttons stay available on the order through every later status, so you can reprint at any time.

Moving the order along

As the kitchen works, staff advance the order’s status from the order card:

Start Process — moves an ACCEPTED order to PROCESSING: the kitchen has started.
Mark Ready — moves it to READY. Pickup customers get a “ready to collect” notification; delivery orders become ready for handover to a driver.
Complete Order — closes a READY order: the customer collected it, it was served at the table, or the driver delivered it.

Each step updates the customer’s app in real time. The full status map is in Order lifecycle.

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.

Delivery orders: getting a driver

For delivery orders you have three options, which can be mixed per order:

Assign manually — tap Assign Driver on the order card and pick one of your drivers. The driver gets an alert in their app with pickup and drop-off details. To change drivers later, use Reassign Driver. See Drivers & assignment.
Auto dispatch — if enabled, the system offers the order to drivers automatically (one-by-one, broadcast, or nearest-available, depending on your configuration). While it’s searching, a Cancel Auto-Dispatch button lets staff stop the search and assign manually instead. See Auto dispatch.
Third-party network — send the delivery to a connected provider such as DoorDash Drive or Uber Direct, and track their courier from the same order card. See Third-party delivery networks.

Delivery orders also carry a Set Prep Time button so staff can adjust the preparation estimate after accepting — useful when the kitchen falls behind, since dispatch timing follows it. Outlets that are part of a franchise may additionally see Assign Aggregator Driver where that feature is enabled.

Once a driver has the order, the live order card shows their status — heading to the restaurant, picked up, en route — and the customer sees matching tracking.

Collecting payment

Prepaid orders show as paid — nothing to do. For pay-on-arrival orders (cash, card on delivery, card terminal), the order card shows the amount still due, and staff or drivers record payment at handover. If an order was edited and the total changed, see Editing orders & refunds for collecting the difference or issuing a refund.

Editing and cancelling from live orders

From an order’s details your team can (permissions allowing):

Edit Order — add/remove items, change quantities, add fees. See Editing orders & refunds.
Cancel — with a reason; refunds follow your cancellation settings. See Cancelling orders.
Contact the customer — the customer’s phone number is available with a call button when clarification is needed.

The tabs

View	Contents
Live Orders	Everything currently in flight, grouped into the NEW / PROCESSING / ACCEPTED / READY / OTHER sections
Upcoming orders	Scheduled orders waiting for their time slot
Order history	Completed, cancelled, and failed orders — searchable, with full details and reprint options

Order history in the partner app covers day-to-day lookups (“did table 6 pay?”, “reprint yesterday’s receipt”). For aggregated analysis across days and outlets, use Reports & analytics under Dashboard → Reports.

Who can do what

What each team member can do on the live orders screen depends on their role and permissions — for example, you may allow all staff to accept orders but only managers to issue refunds. Configure this in Users & roles.

Quick reference: a typical delivery order

Sound alert — the order appears under NEW.
Staff tap Accept with a 20-minute prep time → customer notified, receipt and KOT print.
Staff tap Start Process; the kitchen prepares; Mark Ready when packed.
Auto dispatch offers the order to the nearest driver; the driver accepts.
Driver picks up → customer sees Out for delivery with live tracking.
Driver marks delivered → order completes and moves to history.