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Overview

The online ordering flow of offers happen when guests order an offer in the app or website. Guests can either order ahead to pickup the offer in the restaurant or order in the restaurant with app or web. The offer(s) can be ordered in a pickup order, delivery order, drive-thru order, dine in order, curbside pickup, or table service order depending on the service modes available in each market.

This document covers specifically a drive-thru online order.

Flow details

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Steps

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Examples

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Guest downloads the app or access it in the web

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Guest created an account (in markets that have guest checkout available this step can be skipped)

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When guests place orders online via the guest app or website, these are converted into different “service modes” by the restaurant, as follows:

• Pick up, i.e. the guest places the order, collects it at the restaurant and takes it away (also known as “collection” or “take away” in some markets);

• Dine in, i.e. the guest places the order, collects it and eats at the restaurant;

• Drive-thru, i.e. the guest places the order from their car and collects it at a drive through lane;

• Table service, i.e. the guest places the order while sitting in the restaurant, to have it served at their table;

• Delivery, i.e. the guest places the order to be delivered at their choice of address.

The purpose of this document is to cover all of these flows. Note that, for the purposes of online ordering, pick up and dine in are handled with a single flow.

All scenarios assume that:

• Guests have either downloaded the app, or are accessing the web;

• Guests have either created an account, or are using the Guest Checkout feature.

Pick-up (and Dine-In)

Steps	Examples
Guest chooses the restaurant they would like to order from Guest chooses offer(s) and adds them to their cart Guest checks out and pays When close to the restaurant, guest taps “I’m here”. This triggers the order injection into the POS. Info In some markets the “I’m Here” step is not active. In that case, the order is injected when payment is completed.	Screen Recording 2024-08-09 at 3.36.00 PM.mov
The order is injected into the POS The restaurant prepares the order When the order is ready, guest picks up the order at the front counter of the restaurant	Image Added

Delivery

Steps	Examples
Guest enters the address where they would like their order to be delivered Guest chooses offer(s) and adds them to their cart Guest checks out and pays	Screen Recording 2024-08-09 at 3.39.52 PM.mov
Delivery order arrives at guest’s Home Guest picks up the order outside his home and enjoys the meal	Image Added

Drive-thru

Steps	Examples
Guest chooses the restaurant they would like to order Guest chooses offer(s) Guest checks out and pays for drive-thru online order	Screen Recording 2024-08-05 at 10.10.59 AM.mov
After placing the order in the app, guest picks up the order at the drive thru lane

Table service

Steps	Examples
Guest chooses the restaurant they would like to order from Guest chooses offer(s) and adds them to their cart Guest choses table service at checkout and inputs table number into the guest app of where he is sitting on	Screen Recording 2024-08-12 at 10.09.39 AM.mov
Info Table service ordering can also be done by arriving to the restaurant, sitting on a table and scanning the QR code on the table. This will redirect guests to the guest appor web to place the order. The table number will already be pre-filled in.	Image Added
The order is injected into the POS The restaurant prepares the order When the order is ready, the TM brings the order to the guest’s table	Image Added