Standard workflow elements 

  • List of Sub-flows based on service types –
  1. Curbside_flow
  2. Dinein_flow
  3. Delivery_flow
  4. Pickup_flow


List of nodes

See the following table of nodes with their descriptions that are used in the Standard workflow:



Order created

Customer has pressed the pay button after entering the card details

Order placed

Payment is processing

Order sent

Order is sent to the restaurant/food business

Fail payment

Credit card couldn’t be processed

Order confirmed

Order is confirmed, starting preparation

Waiting confirmation…

Working on confirming their order

Working on your curbside order

Curbside order process is initiated

Order ready

Order is ready for pickup

Order delayed

Order is running late

Customer arrived

Customer is waiting outside, take the food to the curbside

Order canceled by restaurant

Order has been canceled by the restaurant/food business

Working on your delivery order

Delivery order process initiated

Out for delivery 

Order is out for delivery 

Working on your pickup order

Pickup order process initiated

Working on your dinein order

Dinein order process initiated

Order completed

Order has been completed


Customers are notified to provide feedback to the food and service

Abandon cart

User abandoned cart (customer added the items but didn’t place the order)

Order canceled by user

Order has been canceled by the user



List of actions

See the following table of actions with their descriptions that are used in the Standard workflow:




For card payments, saving cards on profiles, and so on.

Mark as accepted/executing /missed/prepared/confirmed/canceled/

To set the state of the order in the CS app


Pay is an action defined in the system that is actually going to charge the customer’s card for a credit card order.

If curbside order execute curbside_flow;

If delivery order execute delivery_order;

If pickup order execute pickup_order;

If dinein order execute dinein_order

Depending upon the service type, the order will follow the order flow respectively.


Send an email to the restaurant/food business about the order being placed. It includes the order details with the accept order and reject order buttons.


Notification in the CS app to accept or reject the order


SMS service for the users


Email service for the users


Cancel the payment and refund the amount.


Notify the loyalty programs about the canceled order


Push notification to the OrderZupp app to update the restaurant about the time of the order


Other actions 

Restricted - a system-generated event meaning no user, CS agent, or restaurant staff can interfere in that event.

Manual – a manual action taken either by the restaurant or the customer by clicking a button.


Notification templates used in the workflow

Note: Templates are fully customized to match the look and feel of your brand.

The texts attached to "w/t" (shorthand of "with") in the following screenshot are the notification templates used with the actions in the nodes:

List of notification templates used in the workflow -

  • Abandoned order
  • Payment Failure
  • Restaurant Order
  • Confirmation Delayed
  • Cancel Order for User
  • User Order Confirmation
  • Order Running Late
  • Ready for Pickup
  • Curbside Arrived
  • Order Cancel for Restaurant
  • Ready for Delivery
  • Feedback Request



List of events

See the following table of events and their descriptions used in the Standard workflow:




Order created but not placed in 25 mins


An outcome that gets published when the action called "subscribe payment" returns a success


Transaction successful


Transaction failed


Restaurant/food business accepted the order


Restaurant/food business has rejected the order


Order will move to the Waiting Confirmation node if the restaurant doesn’t respond to the order email in 5 minutes


Order follows the curbside flow


Order follows the pickup flow


Order follows the delivery flow


Order follows the dinein flow

s: after pickup_time

Restaurant/food business has re-adjusted the time for pickup order (the order is delayed)


Order cancel option made available for the customers 


Order is ready to be picked up

s: 1h after order_time

Order will move to the Order Completed node after 1 hour of the actual order time


Customer has clicked on the Arrived button and is waiting outside


Order moved to the Order Completed node as the order has been picked up by the customer

s: 2h after order_time

Order will automatically move to the Order Completed node after 2 hours of the order time


Order is set out for delivery


Order moves to the Order Completed node as the order has been delivered

s: after order_time

(in pickup order)

Order moves to the Order Delayed node for running late

s: after order_time

(in dinein order)

Order moves to the Order Completed node post order time


Customer will receive a feedback email tafter 24 hours of placing the order.



Other events – event-based triggers


  • On time updated: 

On time adjustment, this event triggers the AppMsg action (a push notification to the OrderZupp) and UserSMS (sending SMS to the users) updating them about the new time.


  • Order adjustment:

The order can be adjusted in the customer service app.

When the adjustment takes place on the order post the order confirmation, then a push notification is sent via OrderZupp app to the restaurants, and an SMS is sent to the customer. The notification is also sent to loyalty notifying them to make the changes to award points to the users accordingly.

On fail adjustment also follows the same process.


  • On refund do:

It is the refund process that takes place by notifying the users using the push notifications and SMS, while notifying the loyalty programs.

On fail refund also follows the same process.