Order

An order is one basket from one customer at one store. It comes from the online store or from the Terminal at the counter.

Payment comes first

An online order counts only once the payment provider confirms it, for the exact amount. Stock is deducted at that moment. If the item sold out before payment was confirmed, the order is marked as a stock exception and the store sees it apart from normal orders.

Fulfilment

A paid delivery order moves through these steps.

New. Paid and waiting for the store.

Preparing. Staff are picking and packing.

Ready. Packed and waiting for a rider, or for the shopper to collect.

Assigned and picked up. A rider who belongs to the store has the order and is on the way. For store owners who deliver themselves, the owner marks it out for delivery.

Delivered. The shopper has it. Rider deliveries close with a four digit code the shopper reads to the rider.

An order can also be cancelled. Cancelling a paid order does not refund the shopper automatically; see Handling orders.

What the order keeps

A delivery order keeps a copy of the confirmed address and map pin, and, when a delivery radius is in force, the branch, distance and radius used at checkout. Later edits to the address book or the radius do not change an order already placed.