Takeaway & delivery board
Accept, reject, prepare, send out and complete online, QR takeaway and counter orders on the Takeaway & delivery board.
The Takeaway & delivery board is where staff run every pickup and delivery order: QR takeaway, online orders from your own link, and counter (POS) takeaway, all with daily tokens. Open it from Service → Takeaway & delivery. Owners, managers, cashiers and waiters can act on orders; kitchen staff can only view.
How the Takeaway & delivery board is laid out
Orders move through four columns:
- New: new orders and orders waiting for payment. A sound plays when a guest order arrives.
- Preparing: orders the kitchen is making.
- Ready to collect: packed and waiting at the counter, or out for delivery.
- Done today: collected, delivered and cancelled orders (cancelled ones say who cancelled and why).
Each card shows the token, where it came from (QR, Online, POS or Kiosk), its type (Takeaway, Order ahead, Delivery or Eat here), the guest's name, items, address (with a map link) and how they'll pay, for example Pay on delivery, Pay at pickup, Pay first · UPI (check payment) or Paid. Scheduled orders show "For (time)", and late ones show Late · (time). Filter with All, Takeaway (QR), Order ahead & delivery, Counter (POS) and Cancelled. The header shows today's sales.
Cancelled orders
Cancelled lists today's cancelled, rejected and not-collected orders with who did it (Cancelled by the guest, Rejected by (name), Not collected · marked by (name), or Cancelled automatically with the reason Not paid in time for an order nobody paid), when and the reason, plus the guest's name and phone, the items, the amount and what happened to the money (Nothing paid, Guest said they paid, paid · refund due, Refunded). When a guest cancels from their order page while the board is open, you hear a chime and see "(token) was cancelled by the guest". Older cancelled orders are under Orders → Cancelled, and each order's page shows its timeline. Every cancellation is in the activity log.
Each card has Call and WhatsApp the guest buttons. The WhatsApp message is pre-filled for the stage (confirmed, on the way, ready) with the guest's tracking link; you press send in WhatsApp yourself.
Accepting an online order with a promised time
Accept or reject every new online order within a few minutes; the guest is watching their tracking page.
- Check the items, address and payment choice.
- Press Accept. The promised time uses your preparation time from settings (plus travel time for delivery).
- For a different time, press the clock button (Accept with a different prep time) and pick Ready in… 10, 15, 20, 30, 45 or 60 minutes.
The kitchen gets the ticket, and the guest sees Order confirmed with "Ready by about" or "Arriving by about" a time. If Accept orders automatically is on in settings, orders skip this step.
Online orders that must be paid first
Some online orders are marked Pay first · UPI (check payment), because the guest chose to pay now or because of order protection. The guest pays you directly.
- Check your UPI or bank app for the exact amount.
- Press UPI received · Accept. The order is marked paid and goes to the kitchen.
Only after speaking to the guest, you can use Spoke to the guest? Accept without payment and collect on delivery or pickup instead.
If nobody pays, the order doesn't stay on the board forever: after the outlet's Cancel unpaid orders after time (default 15 minutes, in online ordering settings and Settings → Takeaway) it is cancelled on its own and moves to Cancelled. Orders with a payment, an "I've paid" from the guest, or that you accepted are never cancelled this way.
If the guest taps "I've paid · Verify payment" on their page, the card shows Guest says paid · verify and "Payment claimed by guest", sometimes with a UTR number and View screenshot, and a chime plays. Owners, managers and cashiers can press Verify & mark paid or Not received (see Payment center, which lists claims from every channel). Never treat a screenshot as proof.
Rejecting an online order with a reason
Press the X on a new online order and choose a reason:
- We're too busy right now
- An item is sold out
- Outside our delivery area
- We're closing soon
- Couldn't reach you on the phone
The guest sees the reason on their order page ("Sorry, we can't take this order") and any loyalty points they used are returned. Call them if you can. Orders that already have a payment can't be rejected; the money has to be returned first.
Sending out a delivery with a rider
- When the food is packed, press Send out on the card.
- Enter the Rider name and, optionally, Rider phone. The guest can see the rider's name and call them.
- Press Send out & notify guest. WhatsApp opens with an "on the way" message and tracking link for you to send.
The order shows Out for delivery under Ready to collect, and the guest's page says "(Rider) is bringing your order".
Marking delivered or handed over, and cash on delivery
- For a delivery, press Delivered when the rider confirms it.
- For a pickup, press Handed over after matching the token.
If money is still due, the button shows "take (amount)" and asks How was (token) paid? Choose Cash, UPI or Card. For cash on delivery, record the cash the rider hands over. The order moves to Done today.
Pickup orders that the kitchen display doesn't handle can be moved on with Mark ready (Mark ready (skip KDS) if you use the kitchen display).
Busy mode: pausing online orders
On a busy night, pause new online orders instead of rejecting them one by one.
- Press the Taking online orders button at the top of the board.
- Under Busy? Pause online orders, choose 15 minutes, 30 minutes, 1 hour or 2 hours.
- The button shows Online orders paused until (time). Online orders start again by themselves at that time.
To reopen early, press the button and choose Resume now. While paused, guests are told you're very busy and can only schedule for later. A pause is for "not right now": it doesn't turn the Online ordering module off. If the board shows Not taking new online orders instead of the button, Online ordering is turning off after its current orders finish (see Settings → Modules): open orders can still be finished here.
If QR ordering is paused (Pause QR ordering in Settings → Ordering), the board also shows "Guests can't order takeaway right now: QR ordering is paused at this outlet." with a Resume it in Settings button.
No-shows: guests who never collect or aren't at the address
For a ready, unpaid order, press Not collected (no-show) (pickup) or Couldn't deliver (no-show) (delivery) and choose a reason: Didn't come to collect, Not answering the phone, Refused the order or Guest not at the address. The order is cancelled and taken off the order-ready screen. Stock isn't put back, and the guest gets a no-show on their profile; repeat no-shows have to pay first next time. Paid orders can't be marked no-show: keep them aside and call the guest.
No-shows and cancellations need a manager or cashier.
Troubleshooting the Takeaway & delivery board
| Symptom | Fix |
|---|---|
| No sound for new orders | Click anywhere on the page once so the browser allows sound, and keep the tab open. |
| "This order was already handled." | Someone on another device already accepted or rejected it. The board refreshes itself. |
| "This order has a payment — use “Record refund” on the order to give it back first, then cancel." | Give the money back (UPI, bank transfer or cash), open the order in Orders and press Record refund (owners and managers), then cancel it. |
| "Accept the order first." | Accept the online order before sending it out or completing it. |
| An order disappeared from the board while waiting for payment | Nobody paid within the outlet's Cancel unpaid orders after time, so it was cancelled. Find it under Cancelled ("Cancelled automatically · Not paid in time"). If the guest paid later, record the payment against a new order or refund them. |
| Board is empty but guests are ordering | Check you're on the right outlet, that the Online ordering (pickup) module is on in Settings → Modules, and that online orders aren't paused (the button at the top of the board). |
Setup is covered in Set up online ordering. Support: +91 96573 22724 (call or WhatsApp), support@airqr.in.
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