Orbit Dine Takeaway Queue & Rider Dispatch SOP: Parcel Tracking, Fleet Assignment & COD Reconciliation

1. Operational Mission & Pre-Flight Verification Gate

The mission of this standard operating procedure is to eliminate cold food deliveries, eradicate missing sides or sauces through standardized packaging checklists, ensure rapid customer handover at the counter, and guarantee 100 percent financial accountability for Cash on Delivery fleet collections. By interfacing with the kitchen display systems and cashier counter billing, the dispatch hub coordinates seamlessly between cooks, packaging staff, and mobile couriers.

Operator Security Tier & Role Permissions

• Assigned Persona: Dispatch Expeditor, Takeaway Lead, Delivery Coordinator
• Required Security Tier: Tier 2 Station Lead
• Supervisory Override Required For: Cancelling out-for-delivery orders, Re-assigning an in-transit rider, Manually voiding unpaid COD balances

2. Environmental Pre-Conditions & Station Readiness Matrix

Prior to accepting rush-hour parcels and dispatching delivery fleets, the expeditor must audit station nodes:

3. Granular Procedural Execution Workflow

The parcel dispatch lifecycle operates across four sequential phases:

Phase 1: Order Ingress & Packaging Checklist Verification

• Trigger Condition: Kitchen expeditor bumps complete takeaway or delivery ticket from kitchen line.
• Operator Action: Takeaway packager collects hot items from passthrough counter. Verify physical packaging checklist:
  1. Main containers sealed with tamper-evident tape.
  2. Cold items (salads, raita, drinks) bagged separately from hot entrees to prevent thermal degradation.
  3. Cutlery, paper napkins, and matching sauces included.
  4. Adhesive ticket slip printed and affixed to exterior bag handle.
• Terminal System Response: Ticket appears in PACKING status on dispatch board with prep elapsed timer.
• Verification State: Package sealed; all items on digital checklist verified.

Phase 2: Token Calling & Ready-for-Pickup Status

• Trigger Condition: Packager completes bagging and places parcel on the numbered heated pickup rack.
• Operator Action: Click Mark Ready for Customer Pickup.
• Terminal System Response: Status transitions to READY_FOR_PICKUP. The central lobby screen highlights the order token, acoustic calling chime plays, and if configured, a notification SMS or digital receipt and fiscal QR link is dispatched to the customer's mobile phone.
• Verification State: Card border pulses emerald; token displayed on guest lobby board.

Phase 3: Fleet Rider Assignment & Route Handover

• Trigger Condition: Delivery parcel marked ready, and courier reports to dispatch counter.
• Operator Action: Open the courier assignment dropdown on the delivery card. Select the courier (e.g., "Muhammad Ali - Bike 4"). Verify route address with courier and hand insulated thermal carrier. Click Update Status -> OUT_FOR_DELIVERY.
• Terminal System Response: System logs courier timestamp, assigns financial COD liability to the courier's profile, and updates tracking status.
• Verification State: Courier departs; delivery card updates to OUT_FOR_DELIVERY with running transit timer.

Phase 4: Delivery Confirmation & Cash Collection Handover

• Trigger Condition: Customer arrives at counter to claim takeaway, or courier returns from delivery route.
• Operator Action:
  • Takeaway: Customer presents physical token or phone; operator clicks Handed Over to Customer. Order transitions to COLLECTED and archives.
  • Delivery COD: Courier returns to desk with collected cash. Settle COD via the dedicated handover protocol.
• Terminal System Response: Delivery marked DELIVERED; COD cash credited to active cashier register.
• Verification State: Zero pending delivery items remaining on active dispatch queue.

4. Interactive Operational Decision Logic & Routing Schematic

The following schematic outlines the operational branch points for off-premises fulfillment:

5. Deviation Handling & Exception Protocol Matrix

Operational exceptions in takeaway and delivery fulfillment must be handled according to the following protocols:

6. Rider Cash on Delivery (COD) Reconciliation & Shift Deposit

Upon completing delivery routes, couriers return collected currency directly to the cashier counter:

1. Access COD Handover Interface:
   • Cashier clicks Rider COD Cash button on the counter top bar or parcel dispatch screen.
   • System displays all active couriers with pending cash balances, delivery order counts, and itemized check numbers.
2. Physical Currency Verification:
   • Courier counts physical cash in the presence of the cashier.
   • Cashier verifies bills under ultraviolet lamp and matches total against Pending Cash figure on screen.
3. Trigger Cash Collection:
   • Click Collect Cash (کیش وصول).
   • Financial Impact:
     • Automatically credits physical cash into the active shift till float (Debit 1001 Till Cash).
     • Clears the courier's pending COD liability ledger (Credit 1050 Accounts Receivable - In-Transit Deliveries).
     • Updates the active shift's expected drawer closing total.
4. Receipt Generation:
   • Thermal printer emits an official Courier Cash Clearance slip signed by both the courier and cashier.

For broader register shift closing and blind counting protocols, consult the Register Shifts & Blind Cash Drops SOP.

7. Operator Quick-Reference FAQs & High-Frequency Triage

How does the dispatch expeditor notify a takeaway customer that their food is ready if they are waiting outside in their car?

The system offers both lobby token display and 1-click WhatsApp / SMS notification.

• Clicking Mark Ready for Customer Pickup updates the public lobby display with the customer's token number.
• For curbside guests who provided mobile numbers, the expeditor clicks the phone link to send a pre-formatted WhatsApp readiness alert or trigger direct phone calling.

Can an expeditor re-assign an order to a different rider after it has already departed?

Only if the original rider returns the bag or coordinates with a replacement courier.

• The duty supervisor must open the delivery card, select Reassign Courier, select the replacement rider, and enter a mandatory operational reason note.

What happens if an order is cancelled while the kitchen is still packing the parcel?

The order is immediately dropped from the takeaway queue.

• If a cashier executes a supervisor-approved cancellation on the counter checkout desk, an event broadcast order:updated drops the parcel from the dispatch Kanban within 15 milliseconds, alerting the packager to halt bagging.

8. Technical Architecture & Structural Schema

The technical specifications of the parcel and dispatch SOP are documented below:

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