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Accepting and completing a pickup order ​

Every pickup order moves through three of your taps: Start (set ETA), Mark Ready, Mark Complete. This article walks through each one, plus best practices for the small judgment calls between them.

For the big-picture flow, see How pickup orders work.

What you'll need ​

Step 1: Accept the order and set ETA ​

When a new order arrives in Submitted, open it. You'll see:

  • A short order ID (e.g., #A4F2)
  • The customer's name (or "Guest" + email if they didn't sign in)
  • A tap-to-call phone number (if they shared one)
  • The line items, with quantities and prices
  • Special instructions, if the customer added any (highlighted)
  • The total (subtotal + tip)

Tap Start (enter ETA).

A small picker appears with preset prep times: 10 min, 15 min, 20 min, 30 min, 45 min, plus a Custom option (1–240 min).

Pick the time you'll realistically be ready. Tap Confirm.

The order moves to In progress, and the customer's app shows "Ready in ~X min" with a live countdown.

How to pick a good ETA ​

  • Round up. If you think 12 minutes, set 15. Better to come out early than late.
  • Watch your queue depth. If you've already got 4 orders in progress, your next ETA isn't 15 — it's 30 or 45.
  • Custom is for outliers. Use the presets for normal flow. Use Custom when the order is unusual (large catering-style, or a slow-cook item).
  • You can't extend ETA after accepting today. If you realize you'll be late, the customer just sees the original countdown. (Per-order ETA editing is on the roadmap.)

Step 2: Mark Ready ​

When the food is wrapped and ready to hand off, open the order and tap Mark Ready.

The order moves to the Ready tab. The customer's app pings them: "Your order is ready for pickup at [Your truck]."

If they're already at the window, hand it over. If not, they'll start moving once they see the notification.

Step 3: Mark Complete ​

When the customer takes the food, tap Mark Complete. The order moves out of Active and into History.

This step matters for two reasons:

  1. It clears the order from your active view so you're not staring at it.
  2. It signals "transaction done" to the platform — the customer's app moves it to Past orders.

There's no automatic complete. The order will stay in Ready until you tap Mark Complete. Some owners batch this (mark a few complete during a quiet minute); some tap it the moment they hand off. Either is fine.

What customers see at each state ​

When you do thisThe customer sees
Order placed (before you accept)"Order received — waiting for [your truck] to start"
Start (set ETA)"Ready in ~X min" with a live countdown
Mark ReadyPush notification: "Your order is ready for pickup"
Mark CompleteOrder moves to "Past" in their My Orders list

Verifying customer identity ​

Most pickups are casual — customer walks up, says their name, you hand them food. If the spot is busy or names are unclear:

  • Ask them to show you the order in their app. The short ID (e.g., #A4F2) and your truck name are visible on their order screen.
  • Or just call out the order number — customers who hear it know it's theirs.

There's no formal scan/QR check today. For most trucks, "Sarah?" works fine.

Handling a few tricky cases ​

Customer ordered something you're out of ​

You have two options, both fine:

  1. Call them (use the tap-to-call phone number on the order) and ask if a substitution works. If yes, hand off the modified order and Mark Complete normally.
  2. Cancel the order with a reason — see Cancelling or refunding a pickup order. The customer is fully refunded.

Partial refunds (e.g., remove the side and refund just that portion) aren't available to owners today. If you really need one, email us and we'll process it manually.

Customer is late picking up ​

After ~15-20 minutes past Ready, most owners try the tap-to-call number. If still no response, Cancel (refund) with the reason "Customer no-show". The customer is refunded and the food is yours to do with as you like (snacks for the crew, a freebie for the next walk-up, etc.).

You accidentally tap Mark Ready early ​

There's no "un-Ready" button. Either:

  • Just continue cooking — the customer is on their way; nothing breaks if they show up before you're truly done.
  • If it's a real problem (food will be cold by the time they arrive), consider Cancel + refund and ask them to re-order.

You accidentally tap Mark Complete ​

The order moves to History but isn't visible to the customer as "complete" if they haven't picked it up. They'll still come pick it up, and it'll all work out. There's no "un-Complete" button — the platform just trusts you.

Best practices ​

  • Keep your phone on you with notifications on. Missed orders are the #1 frustration for both you and the customer.
  • Be honest with ETAs. Customers planned around your ETA — running 10 min over once is fine; doing it every time costs you reviews.
  • Use the tap-to-call number freely. A 30-second call solves most edge cases (substitutions, late arrivals, parking confusion).
  • Mark Complete promptly. Stale "Ready" orders confuse you and the customer.

Common questions ​

Why does the customer's countdown show seconds at the end? The countdown is computed from your ETA. We show seconds in the last minute because it makes the UI feel alive — it's not a hard deadline. Use the time as a guideline.

Can I see how long an order has been waiting? Yes — order rows show "X min ago" since they arrived. If a Submitted order is sitting at 5+ minutes, that's a sign you missed the notification.

Can I customize the ETA presets? Not today. The 10/15/20/30/45 set covers most prep times. Use Custom for anything else.

My customer says they got no notification when I marked the order Ready. First, confirm they have the iOS app or are on the website (push notifications need either). If they're on the web, they had to grant browser notification permission — they may not have. They'll still see the status if they refresh the order page.

Still stuck? ​

Email info@truckedup.food.