Order statuses

What New, Accepted, Preparing, Ready, Served, Completed, Rejected and Cancelled mean for your guest and for your team, and who can set each one.

Goal

You know what your guest reads at each status of an order and who on your team moves it there.

Before you start

The branch runs the mode Full table ordering (C)
At least one order, to see the statuses on the board

Every order has one status at a time. The status shows on your Live Orders board and on the guest's tracking page, and both update by themselves. An order normally goes through six statuses, from New to Completed. Two more statuses end an order early: Rejected and Cancelled. The pictures in this guide are the tracking page on the guest's phone.

See the statuses on the staff board

On Live Orders, each status is a column: New, Accepted, Preparing, Ready, Served and Completed. Rejected and cancelled orders are listed in their own section under the board. A card moves to the next column when someone clicks its button.

The Live Orders board with orders in every column from New to Completed — A New order
An order being prepared
A Ready order
A Served order
A Completed order

New

The guest has sent the order. The guest reads New and We have received your order and are waiting for the kitchen to accept it. Staff see the order in the New column with the buttons Accept and Reject. Only people who manage orders can accept or reject. While the order is New, the guest can still cancel it for up to 2 minutes.

The tracking page of a guest with the status New — The status New
The progress steps

Accepted

Staff accepted the order. The guest reads Accepted and The kitchen has accepted your order. From now on the guest can no longer cancel the order alone. The next button is Start preparing.

Preparing

The kitchen started the order. The guest reads Preparing and Your dishes are being prepared. Managers use Start preparing on Live Orders, and kitchen staff use the same button on the Kitchen board. The next button is Mark ready.

Ready

The food is ready to leave the kitchen. The guest reads Ready and Your order is ready and on its way to your table. Managers and kitchen staff set this with Mark ready. A waiter then carries the order to the table and clicks Mark served.

Served

The order is at the table. The guest reads Served and Your order has been served. Enjoy your meal! Managers and waiters can set this, and only for an order that is Ready. After this status an order can no longer be cancelled.

Completed

The order is finished. The guest reads Completed and This order is complete. Thank you for dining with us. Managers set it with Complete. A completed order stays in the history of your restaurant.

Rejected

Staff refused a New order, for example because a dish is out of stock. Only a New order can be rejected, and a reason of 3 to 240 characters is required. The guest reads Rejected with the reason. If no reason is shown, the page says No reason was given. Please ask your waiter.

Cancelled

An order can be cancelled at any time before it is served. The guest can cancel a New order alone, within 2 minutes, and then reads You cancelled this order. Staff who manage orders can cancel at any earlier step, with a reason that the guest reads on the tracking page.

Expected result: You can match every status on your board to what the guest reads, and you know which role moves an order to each one.

Move	Who can do it
New to Accepted, or Reject	Owner, admin, branch manager, order manager
Accepted to Preparing, Preparing to Ready	The same roles, and kitchen staff on the Kitchen board
Ready to Served	The same roles and waiters
Served to Completed	Owner, admin, branch manager, order manager
Cancel before Served	Owner, admin, branch manager, order manager. The guest, only while New and within 2 minutes

A status cannot go back

An order only moves forward. If someone moves it just before you, the board refreshes and tells you that the order has already moved on. Every change is recorded in the status history of the order.