Orders, the kitchen display, and the watchdog
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A paid order appears in your admin and on the kitchen display the moment the payment lands, you accept it with a preparation time, and the customer's status page follows along live. If nobody reacts, the watchdog escalates: it re-alerts the kitchen after a minute, texts you after two, and calls your phone after four. A paid order is never silently missed.
Where orders arrive
The admin Orders page shows every order live, on any device you are signed in on. For the kitchen itself, pair a dedicated device: admin, Devices, "Pair a device" shows a one-time 6-digit code (valid 10 minutes) that you enter on the kitchen display app. A paired device gets each new order pushed to it instantly and works the order without anyone being signed in to the admin.
The life of an order
An order moves through named steps, and both you and the customer always see the same truth: New (paid, waiting for the kitchen), Accepted, Preparing, Ready, then Picked up for pickup orders or Out for delivery and Delivered for delivery. Cancelled and Refunded are their own end states.
Accepting is the meaningful moment: you accept with a preparation time ("ready in 25 minutes"), and that promise becomes the "Ready around" time on the customer's status page. The status page updates by itself; customers do not need an app, an account, or a refresh.
The watchdog
Online ordering fails quietly when a tablet is asleep or a printer jams, so unaccepted paid orders escalate on a timer. By default: after 60 seconds the kitchen display is alerted again, after 2 minutes Delitero texts the restaurant's phone, and after 4 minutes it places a voice call. The timings and the contact number are configurable per restaurant under Devices. Scheduled orders escalate relative to when the kitchen should start them, not when they were placed.
Scheduled orders
Customers can place pickup orders up to 7 days ahead on 15-minute slots inside your opening hours. A scheduled order sits visibly in the queue and wakes up when your preparation time before the slot arrives; that is also when the watchdog starts caring about it.
Delivery with your own drivers
Delitero delivery uses your drivers, not a courier marketplace. Create driver accounts in the admin (Couriers), and drivers get each assigned delivery in the courier app: address, customer phone, and the handoff steps. On the order you assign a driver when it is ready; the customer's status page follows the delivery through Out for delivery to Delivered. If you do not do your own deliveries, run pickup only; there is no third-party courier network integration today.
Cancelling and refunding
Refunds are issued from the order detail in your admin, in full or in part, and are processed by Stripe from your account. Payments and payouts covers the money side, including what happens to the fee.