Seller Guide
Orders & Fulfilment
Who confirms orders, every status tab, the rules for updating orders, and POS.
You confirm every order
New orders arrive in your panel as Pending, with a sound and a pop-up. You confirm each order, then Urbanese assigns a rider to pick it up at handover.
How an order moves
- Pending
- Confirmed
- Processing
- Handover
- On the way
- Delivered
| Tab in your panel | Meaning |
|---|---|
| Pending | Waiting for confirmation. |
| Confirmed | Confirmed or accepted. |
| Cooking / Processing | Being prepared. Urban Eats stores see “Cooking”. |
| Ready for delivery (Handover) | Handed over and waiting for pickup. |
| Item on the way | Picked up by the rider. |
| Delivered | Complete. Your earnings go into the reserve. |
| Refund requested / Refunded | See Refunds, Replacements & Returns. |
| Returned | A failed delivery that came back to you. |
| Scheduled | Orders for a later time. |
Rules when you update an order
- Cancelling needs a reason and isn’t allowed once an order is confirmed. Each cancellation costs 10 Trust Score points.
- Marking delivered yourself is only for take-away and Digital Services orders, or self-delivery stores.
- You need the customer’s delivery code (OTP) to mark an order delivered.
- Once an order is delivered, its status can’t be changed.
Other order actions
- View and print the invoice (your GST number shows if GST is on).
- Export order lists.
- Order proof for self-delivery stores: up to 5 photos per order.
- Pharmacy prescription orders: edit the order amount and discount while the order is pending, confirmed, accepted or processing.
How Urbanese finds a riderOrders go first to riders within a set radius of your store (3 km if none is set). If no one accepts, the radius widens step by step.
New order alerts
While your panel is open, new orders and bookings play a sound and open a pop-up for anyone whose role includes Orders or Bookings.
Point of Sale (POS)
- Build a cartSearch items, choose variations and add-ons.
- Choose a customerOr register one (first name, last name, email and phone). Required for delivery orders.
- Add a discountPercent or amount.
- Take paymentCash, card, or cash on delivery for delivery orders. For cash, enter the amount received.
- Take-away or deliveryAdding a delivery address makes it a delivery order and adds the delivery fee.
POS orders go into your normal orders, stock and reports.