Deliveries
Deliveries are run from the Floor workspace: what is out, what is stuck, and which couriers are working right now.
There is no separate dispatcher role. Whoever works the floor role at a branch that offers delivery gets these tabs alongside Orders, Spots and Released; a branch that does not deliver never sees them. If somebody at your restaurant does nothing but dispatch, give them the floor role — the app remembers the tab they last used.
The tabs
Section titled “The tabs”Four, in this order:
| Tab | What it holds |
|---|---|
| Live | Deliveries currently in progress |
| Needs a decision | Deliveries that have stopped moving — nobody took them, or they failed |
| Rate deliveries | Finished deliveries still open for feedback |
| Couriers | How many approved couriers are on shift right now |
The nine states a delivery can be in
Section titled “The nine states a delivery can be in”Every job carries one, and the words are the same in every list:
Dispatching (looking for a courier) · Assigned · At pickup · Picked up · Arrived · Delivered · Failed · Cancelled · Unfilled (the dispatch round ended with nobody taking it).
Unfilled and Failed are the two that put a job on Needs a decision.
Every delivery in flight, with its order number, the courier carrying it (or No courier yet), and whether it is cash on delivery.
A delivery moves through Dispatching, Assigned, At pickup, Picked up, Arrived, Delivered. Live is also where you act on it — every verb except one lives here, on a job that is still moving.
The two moments that need a person
Section titled “The two moments that need a person”Most of a delivery runs without you. Two points do not.
Confirming handover to the courier
Section titled “Confirming handover to the courier”When a courier collects an order, a member of staff confirms the handover — not the courier.
This is deliberate. Custody changing hands at the counter is a fact about the physical world, and the person who handed the food over is the one who can attest to it. A courier cannot claim they collected an order; someone at the restaurant says they did.
Confirming handover is what moves the order to out for delivery.
Confirming delivery
Section titled “Confirming delivery”Depending on how your branch is set up, a delivery either confirms itself a short time after the courier reports arriving, or waits for somebody at the branch to confirm it.
If your branch waits for a person, that person is you.
The five verbs, and where each one lives
Section titled “The five verbs, and where each one lives”There are five, and only one of them is on the Needs a decision tab. This is the thing worth knowing before you go looking:
| Action | Where it appears | Use it when |
|---|---|---|
| Confirm handover to courier | Live — a job at pickup | The courier has the food in their hands |
| Confirm delivered | Live — a job that has arrived | It arrived and your branch confirms manually |
| Reassign to another courier | Live — any moving job | The current courier cannot finish |
| Cancel this delivery | Live — any moving job | It should not happen at all |
| Try dispatching again | Needs a decision — an unfilled job | Nobody took the job and it needs to go out again |
A failed job carries no verb at all. It sits on Needs a decision as a record of what happened; there is nothing to press, and putting the delivery right means a conversation, not a button.
Reassigning ends the current job and creates a new one. The record shows both, which is what keeps courier statistics honest — the courier who dropped it does not get credit for the one who finished it.
Cancelling requires a reason and reassigning invites one; both are recorded.
Couriers
Section titled “Couriers”One number. How many couriers approved by your restaurant are on shift right now — not a list of who they are, and nothing you can act on. It answers exactly one question, which is the question that matters at the moment you ask it: whether an unfilled job is a dispatch problem or simply nobody working.
Couriers are approved by the owner in Sitora Biz, not here. See Couriers in Sitora Biz.
Rating deliveries
Section titled “Rating deliveries”You can rate a completed delivery: Good delivery, No comment, or Report a problem. A problem asks for a reason:
- Collected late
- Delivered late
- Food was mishandled
- No thermal bag
- Unprofessional conduct
- A different person arrived
- Cash not settled
- Abandoned the job
- Something else
Your ratings feed a courier’s standing across the whole platform. Honest negatives protect every restaurant; careless ones cost someone work.
Day-to-day recipes
Section titled “Day-to-day recipes”A job has been unfilled for a long time. It is under Needs a decision, with Try dispatching again on it. If the Couriers tab says nobody is on shift, re-dispatching will not help; talk to the customer.
The courier is here but the order is not ready. Do not confirm handover. Confirm when the food is actually in their hands.
The courier left without me confirming. Confirm now, and note it. The confirmation is the evidence of custody; a missing one is what makes a later dispute unanswerable.
A courier says they delivered but the order still shows out for delivery. Either the arrival dwell has not elapsed, or your branch confirms manually. Check with the customer, then confirm from Live — the job will be showing Arrived.
Cash came back with a courier. The cashier confirms it. Until they do, the order shows delivered but unsettled, and the courier carries outstanding cash. Get it confirmed the same day — unsettled cash eventually pauses that courier’s offers.
A courier behaved badly. Report it with the right reason. If it is a pattern, the owner can suspend or end that courier’s engagement from Sitora Biz.
What the delivery lane cannot do
Section titled “What the delivery lane cannot do”- Approve couriers. That is the owner, in Sitora Biz.
- Confirm payment. Cashier.
- Mark an order paid. No delivery action makes an order paid.
- Navigate for the courier. Sitora computes distance and fees; the courier’s own map app does the driving.