What do guests see when they order collection or delivery?

The guest's side of collection and delivery — the Order tab and chooser, the address check, picking a time, the checkout, the receipt and the status page.

Part of How do I set up collection and delivery ordering?. This part covers what guests see: the Order tab and the chooser, the first screen (how, where and when), the address check, the checkout's codes, rewards and details, and the receipt and status page.

What guests see

Guests reach ordering through one door: the Order tab on your guest pages (it appears as soon as any way of ordering is on) and the matching Order card on your venue page, both opening a chooser that slides up over the menu — Order to your table, Order for collection, Order for delivery, only the ones you have on, each with a line in your own words (the current collection wait; the delivery area and fee) — or going straight in when only one is on. A one-line Ready to order? pointer on the menu page opens the same chooser. They can also arrive from a direct ordering link (the Collection & delivery section has a copy-link button) or from a QR code from the QR codes hub — a link that names a channel arrives with it already chosen. Their choice is remembered for the visit (a table basket and a collection or delivery basket are kept separately). Collection and delivery start on one screen — How would you like your order? — where the guest chooses how, where and when before they choose any food:

• Collection or delivery, as two cards (only the ones you have on; with just one on, it's simply named), each saying what it's like in your own words — "Ready in about 25 minutes · 12 Harbour Row · orders from £15", "With you in about 40 minutes · within 3 miles · orders from £20 · £2.50, free over £40" — or why it can't take orders right now: paused, or closed with the first time they can order ahead for. Where you add the order fee to the guest's total, a line under the cards says so before anything is chosen: "The Bistro adds an order fee of 50p + 1% to collection and delivery orders — it's in your basket total from the first dish." It is: from the first dish, the basket shows an Order fee line and its total (and the order bar's) includes the fee, and a short line above the menu says "Dish prices don't include The Bistro's order fee (50p + 1%) — your basket total does." — so the first total a guest sees is what they'll pay before any tip or delivery.
• Delivery asks for the address first. Under Where should we deliver? ("We check your postcode before you choose anything.") the guest searches for their address (a postcode search, with a type-it-in fallback); Check this address confirms it's inside your delivery area and tells them the fee up front — "We deliver to you — £2.50 delivery, free over £25" — plus the estimated arrival range ("With you in about 35–45 minutes"). An address you don't deliver to gets a polite "Sorry, that's outside our delivery area" with a Switch to collection button where collection is on, so nobody builds a £30 basket for an address you can't reach. A Change link swaps the address, the checked address is carried into the checkout, and the checkout re-checks it when the order is placed regardless.
• Pick when. As soon as possible (the honest current wait) or Pick a time, on the same first screen. With order-ahead on, the time picker groups its slots under day chips — Today, then the day names ("Thu", "Fri") — and a day with nothing left says so plainly. A slot that has hit its Orders per slot cap still appears in the list, greyed out and marked as full, so a busy evening reads as busy rather than as missing times.
• Choose your food opens the menu (a channel that can't take orders right now offers See the menu instead, to browse). A card at the top of the menu says how and when the order is for — "Collection · as soon as possible" with "Ready in about 25 minutes · 12 Harbour Row" — and its Change link goes back to the first screen to switch, pick another time or check another address. The checkout's summary names the time too, with its own Change, so a time that fills up before they pay ("That time has just filled up — please pick another time.") is two taps from a new one.
• Outside your ordering hours the page says so honestly. With order-ahead on, the card reads "Closed right now — you can still order ahead for later." and the menu stays open with "Add dishes below — your order is for the time you picked."; with it off, the card names when the channel is back ("Closed today (bank holiday) — collection is back Tuesday from 12:00") and the menu is browse-only.

At the checkout — codes, rewards and details

• A code? Where your venue has order codes (the Pro and Complete plans, or the Order & Pay product's own) and at least one typed code is live for orders, the promo code box is on the collection and delivery checkout's Pay step, behind one Have a code? row (it reads "Have a code or gift card?" where you take gift cards for orders; with no live code it's just Have a gift card?, or no row at all if you don't take gift cards for orders either) — a code that's wrong, paused, used up, not started yet or meant for a different kind of order gets a plain one-line message under the box. Whenever you have a live promo code that works on collection or delivery orders, a Have a code? link sits right in the basket, beside Add more dishes, and opens the checkout with the box open — guests no longer discover it only at the last step.
• Loyalty rewards? Where your loyalty scheme lets members use rewards when ordering, two switches in the scheme set-up — Rewards on collection orders and Rewards on delivery orders (on unless you turn one off) — say whether a signed-in member sees the reward picker on these checkouts; switch one off and that channel shows no picker while the table carries on as before.
• The checkout's Your details step asks for their email first, then their first and last name, then their mobile (the email, first name and mobile are required, so you can reach them about the order; the last name is optional); a guest this device remembers is recognised as soon as your order page opens, so their details are already filled in. A delivery order shows "Delivering to …" with the address they checked and a Change link, so the address is never asked for twice — plus optional notes for the driver — and the delivery fee from that check is in the total before they pay. Signed-in guests can save delivery addresses to their account for next time.

After paying they get an itemised receipt email and a live order status page showing the honest journey — placed, preparing, then Ready to collect for collection, or Ready then Out for delivery then Delivered for delivery — with their order code up front, where to collect it (or where it's coming to) and when, a button to call your venue, and your number under the receipt if anything needs changing (guests can't cancel or change a remote order themselves once it's placed; the kitchen has already started). A "ready" email goes out automatically; a text as well is switched per channel on Settings → Communications → Guest notifications (Collection and delivery orders), using your SMS credits.

Related: How do I set up collection and delivery ordering? · How do I switch on collection and delivery? · How do I run collection and delivery orders? · How do guests order and pay at the table? · How do saved delivery addresses work?