Delivery

Set up delivery zones and drivers, hand delivery orders to a driver, follow them until they are delivered and collect the cash from drivers.

How delivery works

Step	Who	Where
Set up delivery zones and drivers (once)	Manager	Web admin
Take the delivery order, or accept an online order	Cashier	POS app
Prepare the order and mark it Ready	Kitchen	POS app, Kitchen
Assign a driver	Dispatcher	POS app, Delivery (or Web admin, Delivery Dashboard)
Confirm pickup and mark the order delivered	Driver	POS app, My Deliveries
Collect the cash the driver took from customers	Cashier or manager	POS app, Driver Settlement

Taking a delivery order is described in Order Taking.

Set up delivery zones

A delivery zone is a group of areas you deliver to. Each branch sets its own delivery fee for the zone. You set zones up in the Web admin.

The Delivery Zones list in the Web admin with the columns Name, Description, Area Mappings, Branch Pricing and Status — Delivery Zones in the Web admin. A new zone shows "No areas mapped" and "Not configured" until you add areas and branch pricing

Create a zone

Open Delivery Zones

Go to Point of Sale > Delivery Zones.
Click Add Zone

The Create Delivery Zone form opens.
Fill in the zone details

Enter the Zone Name and, if you want, a Description. Leave Active switched on.
Click Create Zone

The zone is saved. It has no areas and no delivery fee yet.

The Create Delivery Zone form with Zone Name, Description and the Active switch — Create Delivery Zone: name, description and the Active switch. Areas and prices are added afterwards

Add the areas the zone covers

Edit the zone

In the zone list, click Actions > Edit on the zone.
Click Add Area

The button is in the Area Mappings card.
Tick the areas

Use Filter by Governorate to shorten the list, then tick the areas, or tick Select All. Areas that are already in this zone are hidden.
Click Add Selected Areas

When a customer chooses one of these areas at checkout, the order is matched to this zone.

Set the delivery fee for a branch

Click Add Branch Setting

The button is in the Branch Pricing Settings card on the same edit page.
Choose the branch and enter the prices
- Branch: the branch that delivers to this zone.
- Delivery Fee: the fee charged for a delivery to this zone.
- Minimum Order: leave empty for no minimum.
- Estimated Delivery Time (minutes).
- Free Delivery Threshold: orders at or above this amount get free delivery. Leave empty to always charge the delivery fee.
Click Save Setting

Repeat for every branch that delivers to this zone.

A zone needs branch pricing

A branch does not deliver to a zone until the zone has a branch setting for that branch. The edit page reminds you: "No branch pricing configured. Add a branch setting to enable delivery to this zone."

To stop using a zone, click Actions > Deactivate in the zone list. Actions > Delete removes it.

Add delivery drivers

Drivers are added in the Web admin.

The Delivery Drivers list in the Web admin with totals for Available, On Delivery and Offline drivers — Delivery Drivers in the Web admin: each driver with contact, vehicle and status

Open Delivery Drivers

Go to Point of Sale > Delivery Drivers and click Add Driver.
Choose the driver type
- Existing Staff: pick the person under Select Staff Member. The driver is linked to that person's user account.
- External Driver: a driver who has no user account.
Enter the driver's details

First Name, Last Name and Phone Number are required for an external driver. You can also enter Email, Vehicle Type, Plate Number and License Number.
Set Max Concurrent Deliveries

This is the number of orders the driver can carry at the same time, from 1 to 10. A driver who has reached this number cannot be given another order.
Click Add Driver

Leave Active switched on. Inactive drivers do not appear when you assign an order.

Drivers who use the POS app

A driver sees their own orders on the My Deliveries screen only when they are added as Existing Staff and their role lets them drive deliveries (for example the Delivery Rider role). See Users and Roles.

Driver status

Status	Meaning
Available	The driver can be given an order.
On Delivery	The driver has at least one order. Set automatically when you assign an order. The driver can still be given more orders, up to their maximum.
On Break	The driver cannot be given an order.
Offline	The driver is not working and cannot be given an order.

To change a status by hand, click Actions on the driver and choose Set Available, Set On Break or Set Offline. When one of the driver's orders is marked delivered, the driver is set back to Available.

Online orders

Orders placed by customers online arrive on the Online Orders screen of the POS app. You need permission to view online orders.

Column	What it shows
Pending Acceptance	New online orders waiting for a decision, oldest first, with the customer, the items, any customer note and the total.
Active Orders	Online orders that were accepted and are not finished, with their current status.

Accept the order

Tap Accept. The order moves to Active Orders and is handled like any other new order. A delivery order then appears on the Delivery screen.
Or reject it

Tap Reject, type the Reason for rejection and tap Reject Order. The reason is required. The order is cancelled.

The same two actions are in the Web admin under Point of Sale > Online Orders.

Accepting online orders automatically

In the Web admin, open Branches, edit the branch and tick Auto-Accept Online Orders. Online orders are then accepted without waiting. While the branch has no open business day, online orders still wait under Pending Acceptance.

Assign a driver in the POS app

In the POS app, choose Delivery in the menu. The screen is titled Delivery Dispatch. You need permission to view deliveries. The screen reloads every 30 seconds, and you can tap Refresh.

The top of the screen counts your drivers (Available, On Delivery, Offline, Total Drivers) and the delivery orders in each stage.

Column	What it shows	Button
Ready for Pickup	Delivery orders the kitchen has marked ready and that have no driver yet.	Assign Driver
Awaiting Driver	Orders that have a driver who has not picked them up yet.	None
Out for Delivery	Orders the driver has picked up.	Mark Delivered

Tap Assign Driver

Use the button on an order under Ready for Pickup. The Select Driver for Dispatch window opens.
Choose a driver

The list shows active drivers who are available or already on a delivery. A badge shows how many orders a driver already has.
Tap Assign Driver

The order moves to Awaiting Driver and the driver's status becomes On Delivery.
The driver picks the order up

When the driver taps Confirm Pickup on their My Deliveries screen, the order moves to Out for Delivery.
Mark the order delivered

The driver taps Delivered, or you tap Mark Delivered under Out for Delivery. The order is completed.

Tap an order card to see the customer, the items, the order notes and whether the order is PAID or UNPAID - Collect on delivery.

If the kitchen display is switched off

When the kitchen display is switched off for the branch, every open delivery order is listed under Ready for Pickup straight away. See Kitchen Display.

Drivers who do not use the POS app

The POS app has no button to move an order from Awaiting Driver to Out for Delivery on the driver's behalf. For an external driver, start the delivery from the Delivery Dashboard in the Web admin, described below.

Assign a driver in the Web admin

In the Web admin, go to Point of Sale > Delivery Dashboard. The page reloads every 30 seconds.

The Delivery Dashboard in the Web admin with the columns Ready, Pending, In Progress and Completed and the list of drivers — The Delivery Dashboard in the Web admin: totals for today, the four columns and the drivers with their current load

Column	What it shows	Button
Ready	Delivery orders finished by the kitchen and not yet dispatched. An order that has waited more than 15 minutes is outlined in red.	Dispatch
Pending	Dispatched orders waiting for a driver.	Assign Driver
In Progress	Orders that have a driver, and orders on the way.	Start Delivery, then Complete
Completed	The most recent deliveries completed today.	None

Click Dispatch

The order moves from Ready to Pending.
Click Assign Driver

The Assign Driver page shows the order summary, the order items and the drivers.
Click Assign next to a driver

To hand the order to a delivery company instead, choose the Provider under Third-Party Delivery, enter the Tracking Number (Optional) and click Assign in that card.
Click Start Delivery

Do this when the driver leaves with the order, unless the driver confirms pickup in the POS app. The order is marked as picked up and shows as out for delivery.
Click Complete

The order is completed and moves to Completed.

The Available Drivers list with an Assign button for each driver, and the Third-Party Delivery card below it — Assign Driver in the Web admin: click Assign next to one of your drivers, or choose a provider under Third-Party Delivery

Delivery history

Click History on the Delivery Dashboard to open Delivery Assignments. You can search by order number or customer and filter by Status, From Date, To Date and Third Party.

The Delivery Assignments list with order, customer, address, zone, driver, status and created time — Delivery Assignments: every delivery with its driver and status

Click the eye icon on a delivery card, or an order number in the history list, to open the delivery with its customer, address, driver and timeline.

The driver's own deliveries

A driver signs in to the POS app and chooses My Deliveries in the menu. The screen shows only that driver's orders and reloads every 30 seconds.

Column	What it shows	Button
Assigned to Me	Orders waiting to be picked up, with customer, address, zone, delivery fee and total.	Confirm Pickup
In Progress	Orders you have picked up, with the customer's phone number (tap it to call), address and total.	Delivered

Tap Confirm Pickup

Do this when you take the order from the counter. The order moves to In Progress and shows as Out for Delivery for the dispatcher.
Tap Delivered

Do this when the customer has the order. The order is completed and leaves your list.

You do not need the Start Transit button. It does not change what the dispatcher sees: go straight to Delivered.

The order must be ready first

If the order was sent to the kitchen and the kitchen has not marked it ready, Confirm Pickup is refused with a message that starts "Cannot pick up: Order is not ready". Ask the kitchen to tap Ready on the ticket, then confirm pickup again.

Driver settlement

Use Driver Settlement in the POS app to record the cash a driver hands in for orders the customers paid on delivery. You need permission to settle drivers.

Open Driver Settlement

Choose Driver Settlement in the menu. The Settlement Date is set to the open business day. Change it and tap Refresh to settle another date.
Check the totals

The four cards show Total Deliveries, Total COD Cash, Collected and Pending for the date. The table below lists each driver with their Deliveries, Cash Orders and Total Cash.
Tap Collect Cash on the driver's row

The window shows the pending cash for the driver. Amount Collected is filled in with the pending amount.
Count the cash and tap Confirm Collection

Add Notes (optional) if needed. When the full amount is collected, the driver's row shows Collected.

Tap the eye icon on a driver's row to see each of the driver's orders for the date, marked Paid Online or COD.

What Confirm Collection does

The amount is added to the open cash drawer as cash received from the driver. Open a cash drawer before you settle. If no cash drawer is open, the collection is saved but the cash is not added to any drawer.
All unpaid orders that the driver delivered on that date are marked as paid in cash, whatever amount you enter. Collect the full pending amount in one go.

Troubleshooting

"No drivers are currently available. Please try again later or add new drivers."

No active driver is available or on a delivery. In the Web admin, go to Point of Sale > Delivery Drivers, click Actions on a driver and choose Set Available. Check that the driver is not marked Inactive.

"Driver has reached the maximum limit of ... concurrent deliveries"

The driver already carries as many orders as their Max Concurrent Deliveries allows. Choose another driver, wait until one of the driver's orders is delivered, or raise the number on the driver in the Web admin.

"Driver is not available for deliveries"

The driver is on break or offline. Set the driver to available in the Web admin, or choose another driver.

"Cannot pick up: Order is not ready"

The kitchen has not marked the order ready. Ask the kitchen to tap Ready on the ticket on the Kitchen screen.

A message that contains "Can only pick up assigned or accepted deliveries"

The delivery is already marked as picked up. Carry on with Delivered in the POS app or Complete in the Web admin.

"This page is only available to delivery riders."

You opened My Deliveries with a user whose role does not include driving deliveries. Ask a manager to give you a role that does.

My Deliveries says "No Deliveries Assigned" although an order was assigned to me

The driver record is not linked to your user account. In the Web admin the driver must be added with the driver type Existing Staff and your name chosen under Select Staff Member.

An order stays under Awaiting Driver

The driver has not tapped Confirm Pickup. If the driver does not use the POS app, click Start Delivery on the order in the Web admin Delivery Dashboard.

Documentation