The order tracking page
Every order has a live status page that the customer reaches after placing it, and again from My Orders. It updates by itself as you move the order along, and shows the status, the bill, the delivery details and, for delivery orders, the rider.
- Updated
What the customer sees
Step 1: A status banner and an order ID
The top of the page shows the current status in a coloured banner, then a short Order ID (tap to copy), a Paid tag for paid orders and the Ordered from store name. The ID is a short code, not your store's running order number.
Step 2: Live progress, with the rider for deliveries
The page updates without a refresh. Once a delivery order is On the way, a block shows the rider and, for your own riders, an arrival estimate and a live map. For couriers booked through partners it shows the rider and a Track rider live link when one is available.
Step 3: The bill and the order details
Below the status are the Order summary, Bill details, Delivery details with a map for delivery orders, and Order info. See The customer bill.
Step 4: Cancel, rate or reorder
While the order is Pending, the customer who placed it can press Cancel order and pick a reason. After completion they can press Rate your order, and then see You rated this order with their score.
What each status means
| Status | When it shows |
|---|---|
| Pending | The order is placed and you have not accepted it yet. |
| Accepted | You accepted the order. |
| Food Ready | Delivery orders: the food is ready. Other orders show Ready to serve. |
| Dispatched | A delivery order with an address has left. A delivery order without an address (a pickup) shows Ready for pickup. Other orders show Ready to serve. |
| On the way | The delivery is in transit. |
| Completed | The order is finished. |
| Cancelled | The order was cancelled. If a reason was given, the page shows it, with who cancelled. |
| Draft | An online order whose payment was never completed. |
Questions
How do customers find their order again?
Can a customer cancel after I accept?
What does a customer see when they cancel a paid order?
Related
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