Takeaway and delivery operations
Every order on one queue.
Web, phone, marketplace and counter on one screen, one menu and one reporting line, so you keep more of every repeat order on the channels you control.
Live orders · one queue
Friday rush · 8 open
- Web#4302J. Appleseeddue 10m
- Phone#4301M. Okafordue 6m
- Market#4300Uber Eatsdue 14m
Run by thousands of takeaway and delivery operators
Inside the queue
One view of every order, from intake to handoff.
On Friday night the bottleneck is rarely the kitchen. It’s the gap between intake, prep and handoff. One screen for every channel makes that gap visible so the kitchen fires when each ticket is due, not whichever tablet shouted last.
Intake on one rail
Phone orders capture prep notes and allergies while you take the call. Online orders land with the customer’s collection or delivery time. Third-party tickets sit alongside with the platform name and bag rule. The kitchen runs off one screen, not three tablets and a printer.
- Lavender Brown$41.20Overdue 3 minsDelivery #2844DoorDash
- Cho Chang$73.25Due in 2 minsDelivery #2841Uber
- Dean Thomas$28.90Due in 6 minsPickup #2843Phone
Prep notes · nut allergy
- Johnny Appleseed$105.10Due in 10 minsPickup #2842Web
- Parvati Patil$52.00Due in 14 minsPickup #2845App
- Seamus F.$19.50Due in 18 minsCounter #2846Counter
Status the kitchen can read
Received, in kitchen, ready, out for delivery. Front of house answers “where is my order?” from the same status the kitchen pushed, not by radioing the line.
- Received
- In kitchen
- Ready
- Out
Pushed by the kitchen · exceptions logged on the ticket
Packaging follows the channel
Bag, cutlery and condiment flags follow channel rules. No cutlery in marketplace bags that already shipped them. No missing sauces on counter pickup.
Margin you see the same night
Net sales by channel, average delivery time, discount rate and refund rate are totalled without manual tagging. Commission-heavy nights show in tonight’s report, not after month-end.
Friday · Collins St
Net by channel · updates through close
Net by channel · today
$13,660
- Direct web$4,82088%
- Phone$2,14086%
- App$1,93084%
- Counter$1,56078%
- Marketplace$3,21064%
Tonight’s orders, on one screen.
The same view your kitchen reads through service. Web, app, phone and marketplace orders sorted by when each is due, with driver dispatch on the right rail and channel mix updating live.
Johnny Appleseed
Level 3, 2 Collins Street, Melbourne
- $34.00
Verona Pizza × 2
Add Tomato, Remove Mozzarella
- $19.50
Capricciosa Pizza
Add Capsicum
- $14.30
Vegetable Lasagne
- $4.80
Coca Cola
- $20.50
Seafood Risotto
Add Squid
- $12.00
Nutella Pizza
Add Ice Cream
Own-driver dispatch
Run your own drivers, keep the margin and the customer.
Marketplaces take a commission on every order and own the customer record. Your own drivers keep both. The question is whether your tools make in-house dispatch manageable at 7 pm on a Saturday.
Drag a drop between drivers; ticket history, ETAs and payment status move with it. Reassign in two taps without retyping the address or recalling the customer.
- Batch 1
- #4632Corban
2 Collins Street, Melbourne
Due in 12 mins · 7:30pm
- #5458Katie
142 Lygon Street, Carlton
Due in 18 mins · 7:35pm
- #8760Alicia
232 Flinders Street, Melbourne
Due in 22 mins · 7:50pm
- Batch 2
- #7956Lee
14 Smith Street, Fitzroy
Due in 25 mins · 7:58pm
- #5575Johnny
535 Bourke Street, Melbourne
Due in 1 hour · 9:12pm
The text the guest gets
Delivered · 6:54 PM
ETA source
Kitchen load + driver pin
Channels
SMS, push, web link
Arriving in
4 min
Sarah
4.9Buzz me 5 min out
Push + SMS, your choice.
Order #2843 · Phone
Delivered42 Brunswick St · 6:58 PM
- GPS pin within 8 m of the address on file
- Photo: order bag left at the front door
- Driver: Sarah · BTX-219 · 6:58 PM
- Customer notified via tracking link
Dispute window
Refund or driver-pay query can quote this evidence in two clicks.
Cash float · Friday
Closing report, 9:41 PM
Float opened
$200.00
COD collected
$157.90
Expected drawer
$357.90
- #28416:42 PMSarah$42.50
- #28436:58 PMSarah$31.00
- #28477:14 PMMarcus$28.40
- #28517:32 PMMarcus$56.00
Use marketplaces for discovery. Keep regulars on your channels.
Marketplaces help new customers find you. The margin problem starts when regulars keep ordering through channels that take a cut. Branded ordering on your domain keeps the next ten orders inside your numbers.
Pickup, delivery, phone and counter share the same prices, modifiers and loyalty rules. One menu to maintain, no double entry.
- Free first delivery and threshold discounts run as rules, not coupons staff have to remember
- Marketplace mix sits next to direct mix in reporting, not buried under commission
- Apple Pay and saved cards close the order before the kitchen starts cooking
Last 7 days · Collins St
Direct +6 pts WoWDirect revenue $24,812
+18% week-on-week, after partner commissions
- Direct · web and app$24,81268% of mix
- Phone$5,11814% of mix
- Marketplace · after commission$6,57218% of mix
Caller ID makes phone orders feel like regulars.
When the line rings during the rush, the POS already knows who is calling. Address, dietary flag and last order are on the screen before you say “how can I help?”
Line 2 · Incoming call
+61 412 049 318
Matching +61 412 049 318
Checking the guest record across phone, web and counter…
Matching caller to a saved guest…
- 1
The line rings
Caller ID reads the inbound number before you pick up.
- 2
Guest matched on the POS
Name, saved address, dietary flag and last orders load automatically.
- 3
Greet like a regular
Confirm the usual and park the ticket in one tap.
- New numbers capture name and suburb on the first call
- Returning callers skip retyping postcodes and addresses
- One guest record across phone, web and counter — points and vouchers apply without overrides
- Park three lines without losing the active order
One menu. Every channel. Updated before the rush.
Change a price, hide a sold-out item, run a Tuesday combo. The change hits POS, your branded site and connected delivery partners on the same clock.
Menu schedule · Friday
Collins St · all channels
Breakfast
Pickup + counter
Breakfast menu · pickup priceLunch combos
All channels
Lunch combos · $14.90 setDinner
Web, app, phone, counter
Full dinner menuDelivery premium
Delivery channel
Friday surge · +8% deliveryPickup-only
After kitchen close
Pickup-only items
- Schedule items by daypart and order type so pickup-only items hide from delivery
- Sold-outs update across the POS, the website and connected delivery apps live
- Half-and-half pizzas, sized extras and modifiers travel from checkout to the make line without typed notes
- Audit history shows who changed what, for franchisee or area-manager review
Zones, fees and minimums that protect the shift.
You decide how far you deliver, what minimum ticket pays for a drop, and which suburbs flip to courier when your own drivers are maxed.
Delivery zones
Carlton · 3 zones
Zone map
Drawn to roadsFee · minimum · ETA
3 zones| Zone | Suburbs | Fee | Min | ETA |
|---|---|---|---|---|
| Zone A | Carlton · Fitzroy | $4.50 | $25 | 12–18 min |
| Zone B | Richmond · Brunswick | $6.50 | $35 | 20–28 min |
| Zone C | Collingwood · South Yarra | $9.00 | $55 | 28–38 min |
- Free delivery over a threshold runs as an upsell, not a margin leak
- Minimums hold at checkout instead of being negotiated at the window
- Flip a zone to partner couriers when your own drivers are maxed; the ETA stays attached to the ticket
Turn the first direct order into the tenth.
Vouchers, SMS, email and reviews live on the same customer record as the POS and online order. Retention is a campaign, not a hope.
Osteria Fiore
Messages
Delivered · 11:32 AM
Marketing · Campaign performance
Last 30 daysFriday lunch combo
SMS · 1,240 sent to subscribers
- Redeemed
- 318
- 25.6% of sent
- Direct revenue
- $4,738
- 0% commission
- Repeat rate
- 41%
- +9 pts
- Track voucher usage per campaign so you see exactly what each promo earned
- Vouchers and first-direct-order discounts win the move from marketplace to your channel
- Text the regulars when Friday is quiet; the subscriber list is yours
- Reviews collected at handoff feed back into local search and rebuild trust before complaints find Google
- Customer database is exportable, you keep it if you ever leave
Frequently asked questions
What operators ask us before they sign.
How do marketplace orders show up next to direct ones?
Orders land in one queue with channel labels. The kitchen fires from a single rail instead of three tablets, and reporting nets sales by channel so you see which intake pays for the labour and the bags.
Can we run our own drivers and third-party couriers?
Yes. Dispatch favours your own drivers for nearby drops; overflow or distant zones flip to courier with fees and ETAs still attached to the ticket. End-of-shift reporting ties tips, delivery charges and refunds back to the original channel for payroll and the books.
What happens when the phone rings during a rush?
Caller ID matches existing guests so you greet by name, see last orders and notes, and park the ticket without retyping the address. New numbers capture suburb and building details on the first call, then merge into the same record as web and app for the next ring.
Do delivery minimums and fees apply automatically?
Set thresholds and zone-based fees once; POS and online checkout enforce them so staff are not negotiating at the counter. Minimums can vary by distance band so close drops accept smaller orders while outer zones require a higher spend before the kitchen fires.
Can we win regulars back from marketplaces?
Yes. Vouchers, SMS and a first-direct-delivery-free rule make the move concrete. Branded ordering, loyalty and review collection do the rest, so the next ten orders happen on your domain instead of an aggregator app.
Bring your busiest shift, we’ll show you the queue.
Drop a Friday-night ticket count and your zone map. We’ll walk intake, kitchen handoff, channel margin and how the regulars come back direct, in one call.