The order life cycle consists of several key steps, each of which is very important:

Placing an order
Distribution of an order for a company location
Order acceptance by courier
Receiving an order by courier
Order delivery
Receiving of order by customer
Working with customer reviews

Placing an order

Ordering by a customer consists of several steps:

Choosing the right company.
Selection of the products (dishes).
Placing an order on the website, in an app, or by phone number (except when placing an order directly at the company location).

Distribution of an order for a company location

After placing an order by the customer, the system will automatically distribute it to the nearest available company location (except for ordering at the location). Further work with the order will consist of the following steps:

A new notification in the Dots Business app.



Confirmation of the order by the cashier with the choice of the estimated pickup time.


Automatic notification to the customer that his order has been accepted and is being prepared.

Order acceptance by courier

If the location has confirmed the order, then after that it will be distributed to a free courier or will become available in the Broadcast tab.

The courier receives a notification about a new order, accepts it, and goes to the pickup location.



In the meantime, the order is being prepared at the company location.

Receiving an order by courier

After the order has been prepared and packed, the cashier marks it as ready in the Dots Business app.



The courier arrives at the pickup location and marks the arrival in the app.

After arriving at the pickup location, the courier must give the last 4 digits of the order number and receive it from the cashier. Then he checks and picks up the required order. After that, the courier marks the order as received and delivers it to the customer.





When the courier marks the order as received, it disappears from the Active tab in the Dots Business app and is moved to the Archive tab. This completes the work of the location with the order.

Order delivery

The courier can use one of the available apps for navigation during the delivery. During the delivery, the customer will see the current location of the courier.

Receiving of order by customer

The courier marks the arrival by tapping Arrived and gives the customer the order along with the gift (if it is included in the order).



Only after receiving the amount indicated in the order card, courier marks the successful delivery by tapping Delivered. Additionally, you can specify the delivery delay time.

Working with customer reviews

Right after receiving the order, the customer can rate and leave a review for the company and the courier. All customer reviews go to the Reviews tab in the Dots Business app. After accepting the review, it will affect the average rating of the company.



Note: Throughout the entire order life cycle, operators monitor the timely passage of order statuses, track problem situations and respond in case of delays.

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Updated on: 28/05/2024