Order statuses in Nexara, explained

What is the restaurant order lifecycle?

An order status answers two practical questions: where is this order now, and who is expected to act next? Nexara uses the same status vocabulary across delivery, pickup and dine-in orders. The order type remains separate from the status, so a pickup order can be preparing while a delivery order is out for delivery.

These statuses are recorded in Live Orders and Order History. Search and filters help a manager find a failed, cancelled, refunded or completed order without asking the cashier to remember what happened.

Who changes each status?

The person responsible depends on the channel and the action. A call-center agent may create the order, a branch employee may confirm it, and a delivery process may update the final delivery stages. Connected platforms can also send status changes into Nexara or receive status updates from it.

• A customer creates a website, app or table QR order. Payment may leave it at awaiting payment until the selected payment step is complete.
• A call-center agent creates a phone order after looking up the caller by phone number. The saved addresses and past orders appear on the order screen.
• A restaurant employee reviews incoming work and moves an accepted order to confirmed.
• The kitchen team moves the order to preparing, then to ready for pickup when the food is packed.
• The delivery process moves the order to out for delivery after handoff to a driver or courier.
• The restaurant, courier flow or connected ordering platform can mark a completed delivery as delivered.
• An authorised user handles cancellation and refund actions according to the reason and payment route.

Nexara gives each branch its own live order queue. The board shows the next action, while Order History preserves the record after service. For a closer look at the screen staff use during a rush, see the live order board in Nexara.

How do Talabat and Careem orders behave?

Talabat and Careem orders enter the same branch queue as website, app, phone and table QR orders. The integration receives the order, maps its items to the restaurant catalogue, and can send relevant status changes back to the platform. That prevents staff from retyping the order into a second screen.

Talabat and Careem keep their own commissions on the orders they bring. Nexara's 0% commission applies to the restaurant's own website, installable app and call-center orders. Activation for aggregator channels depends on partner approval.

What does the customer see?

For a Nexara storefront order, the customer receives a tracking link with a token. The tracking page reflects the order's progress, so the customer can see whether the order is still waiting, being prepared, ready, on the way or delivered.

1. The customer submits the order and chooses an available payment method.
2. The order is checked for payment and restaurant acceptance.
3. The branch confirms the order and begins preparation.
4. The kitchen marks it ready for collection or driver handoff.
5. The driver or delivery process marks it out for delivery.
6. The order is marked delivered when it reaches the customer.

Website checkout supports cash on delivery or pickup, card payment online through HyperPay when enabled, and pay at the counter for dine-in. CliQ is not a storefront checkout method. Nexara also does not send WhatsApp order-status notifications. The tracking link and the connected channel remain the relevant customer-facing paths.

The order board and customer tracking are different views of the same order record. The board helps the branch act. The tracking link helps the customer understand progress.

When should an order be cancelled or refunded?

Use cancelled when the order will not be completed. Use refunded when money has been returned. They can occur together, but they describe different events. A cancelled cash order may have no payment to refund. A cancelled card order may need a separate refund action.

Nexara supports HyperPay card refunds and payment webhooks. The exact refund result depends on the payment service and the payment state. For the practical sequence, read how to cancel or refund an order.

How should a branch use statuses during service?

Agree on the handoff before the rush. A status should change because a real action happened, not because someone wants the board to look cleaner.

1. Assign one person to watch new orders and pending items during each service period.
2. Confirm the order only after the branch accepts the items, address and payment choice.
3. Move to preparing when the kitchen starts the ticket.
4. Move to ready for pickup only after the bag is complete and labelled.
5. Move to out for delivery at driver handoff, not when the food leaves the pass for staging.
6. Mark delivered after the delivery confirmation available to the branch or connected channel.
7. Review cancelled and refunded orders before closing so the reason and payment action match.
8. Use Order History to investigate stale orders, failed orders and disputes.

Nexara's printing engine sends Arabic and English tickets to ordinary ESC/POS thermal printers. Tickets can wait in the branch queue if the printer is unavailable, then print when it answers. The dashboard itself needs a connection, so a phone hotspot beside the printer computer is a sensible backup.

The cashier records the day's net sale at close for reconciliation. Nexara remains the order and operations layer beside the till.

For delivery handoffs and driver states, see delivery dispatch with your own drivers. Nexara can dispatch own orders through Careem Express, TopDeliver or Nashmi, subject to the branch plan and provider setup.