Tracking your order

Once you have ordered, the app shows where it has got to. This page explains what each stage means.

The stages

Stage	What is happening
Placed	The restaurant has your order and has not accepted it yet
Accepted	They have taken it and given a time
Preparing	It is being made
Ready	It is ready to collect, or waiting for a driver
On the way	A driver has it — delivery only
Completed	Delivered or collected

Not every order shows every stage. A pickup order never goes “on the way”.

An orders screen on a phone. The order in progress shows the restaurant, its order number, the number of dishes and the total, the stage it has reached, and a progress bar; below that a map traces the driver's route, with the driver's name and how long they will be. Earlier orders are listed underneath with their dates and totals. — Your order in the app: the stage it has reached, and the driver on the way once there is one.Illustration of a fictional demo account, with sample data. Not a live account.

Times

The time you are shown comes from how long the restaurant says it needs right now, so it changes with how busy they are. A time quoted at 7pm on a Friday is genuinely longer than the same order on a Tuesday afternoon.

If a kitchen falls behind, staff can raise that time — which is why an estimate occasionally moves after you order. It is better than being told a time nobody can hit.

Following a driver

For delivery orders with a driver, you can see them on the map once they have picked your order up. The map goes quiet when the driver stops sharing location — usually because the order is delivered.

Some restaurants use their own drivers and some use a delivery company; either way the tracking looks the same to you.

Handover codes

Some restaurants ask for a short code at handover, to make sure an order goes to the right person. If you are asked for one, it is on your order in the app.

If something looks wrong

Situation	What to do
Stuck on “placed” for a long time	The restaurant may not have seen it. Contact them — their details are on the order
The time keeps moving	They are busy and updating their estimate. It will settle
Driver map is not moving	The driver may be between deliveries, or has stopped sharing location
Marked delivered but nothing arrived	Contact the restaurant straight away; they can reach the driver
Order was cancelled	You will be told why, and any refund starts automatically — see Refunds & problems
Something is missing from the bag	Contact the restaurant, not the app — they can fix it fastest

Notifications

You are told when the order is accepted, when it is ready, and when it is on the way, on whichever channels you have allowed. If you get nothing, check that notifications are permitted for the app on your phone.

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