RU

Topic page

Order handling

How to accept orders on time, confirm the details, and keep the order moving.

Order handling
Order handling is coordinated through the operational bot and the admin panel.

Acceptance and timing

The restaurant must accept the order within 10 minutes. Register the restaurant with Start in @delivery_management_bot. If the client is new, wait for client confirmation before cooking; if the client is already confirmed, keep the order card, customer chat, and accounting panel open. If the client does not answer, do not start cooking and escalate to the operator. The service works from 08:00 to 02:00, the operator is usually available from 09:00 to 21:30, and after 21:30 you should wait for confirmation from the duty night courier and the ETA before cooking.

The order card should show the customer, the delivery timing, and the current payment method.

Use Start in the operational bot for restaurant registration, the operational bot for order handling and working notifications, and the accounting panel for balance checks and readback by date, order number, original amount, changed amount, and status.

Choose the cooking time in the order card, keep the customer chat open, and use the separate external delivery request flow when needed.

Payment scenarios

Scenario What the restaurant does Why it matters
Cash order The courier settles the restaurant for the food amount when receiving the order, then later collects the full cash amount from the customer and keeps the delivery fee. The handoff stays simple and predictable.
Direct bank transfer to restaurant Customer pays the restaurant for the order and the delivery, then the courier takes the delivery fee from the restaurant. The restaurant should only cook after payment confirmation.
Service account transfer Customer transfers the order through the service account, the restaurant keeps an internal balance for the order, the courier takes the delivery fee from the restaurant, and the accumulated balance can be requested for transfer to the Vietnamese bank account. The service uses those funds to cover the commission. The restaurant should not request a second payment.

Courier timing

Delay control When to use it What to do
+10 minutes Use it when the courier is slightly late. The courier marks the delay, and the restaurant follows the updated handoff time.
+15 minutes Use it when the courier needs a longer delay. The courier marks the delay, and the restaurant follows the updated ETA.

External courier request

Use @delivery_management_bot -> Order delivery when you need an external courier.

Send the customer data, cooking time, and Google Maps link, pay the 10,000 VND request fee, and calculate delivery by distance.

Field What to send Why it matters
Customer data Customer name, contact, and delivery notes. The courier can reach the customer quickly.
Ready time The cooking time or ready time from the order card. The courier arrives at the right time.
Google Maps link The pickup or restaurant map link. The courier gets the correct route.
Request fee 10,000 VND This is the fixed external courier request fee.
Delivery price Calculated by distance and route kilometres. The delivery price follows the route distance.
Restaurant connection Restaurant tools Message @katusha_dream

Official restaurant contact.