Order Tracking & History

What it does: Lets customers see where their delivery is, view past orders, reorder, and access receipts.

Why it matters: Post-order experience shapes NPS and repeat purchase rate. Real-time tracking reduces customer service contacts. Order history drives reorder behaviour.

Real-time tracking is market-optional

Live GPS delivery tracking is not automatically available for every market. It requires integration with a third-party logistics provider. Without this integration, customers see POS order status only (accepted/ready/completed). This must be decided and configured before go-live.

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Feature Table

Feature	Problem It Solves	What It Does	How It Works	Dependencies	Prerequisites	Limitations	Impacted Metrics
Delivery Order Tracking	Customer wants to know when food arrives	Shows real-time delivery status and estimated arrival time	Tracking Gateway provides delivery events and ETA; polled or pushed depending on market	Order Tracking service, 3P logistics (optional)	Delivery order placed	Real-time tracking is optional per market; fallback is POS order status	Tracking engagement rate, CS contacts avoided
Receive Delivery Order	Customer needs confirmation order is received	Shows order confirmed screen with next steps	Delivery Confirm event from Tracking; confirmation rendered	Order Tracking service	Order placed	N/A	Order confirmation rate
View Order History	Registered customer wants to see past orders	Lists all previous orders with dates, items, and totals	Orders service returns paginated list of user's orders	Orders service	Customer signed in	Guest orders not accessible via history	Order history engagement rate
View Order Details / Receipt	Customer wants to see what they ordered and paid	Shows full order breakdown with itemised receipt	Order detail fetched; receipt rendered from Receipt service; CDN link available	Orders service, Receipt service	Signed in; order completed	Guest orders can be sent via email receipt only	Receipt access rate
Order Again	Customer wants to repeat a favourite order	Repopulates cart with items from a past order and starts checkout	Previous order fetched; available items added to new cart	Orders service, Cart Service, Menu Service	Signed in; previous order exists	Items removed from current menu are excluded with warning	Reorder rate
Favourite Orders	Customer has a go-to order	Lets customer save and quickly access a favourite order configuration	Favourite saved against customer profile; loaded back into cart on demand	Orders service, Cart Service	Signed in	Favourites are account-linked — not available to guests	Favourite save rate, reorder-from-favourite rate

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Technical Sources

📎 Technical Source: Delivery Tracking / Order History

• FRD References: FRD-HEL-024, FRD-HEL-025, FRD-HEL-052, FRD-HEL-053, FRD-HEL-054, FRD-HEL-055, FRD-HEL-056
• TRD Domain: Order Tracking (Delivery)
• Key Interfaces / APIs: Order List (paginated), Order Detail, Delivery Events/ETA (poll/push), Receipt Render
• Data Contracts: Order (id, status, items[], totals); DeliveryEvent (ts, type, eta); Receipt (url, type, amount)
• Source Summary:
  • Tracking availability target: 99.9%
  • Real-time tracking optional per market; 3P logistics integration market-dependent
  • Event gap fallback: POS order status used; sequence IDs tracked for telemetry
  • Order list p95: ≤200ms
  • Orders/Tracking APIs: additive only, 120-day deprecation

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See it in the wiki

• How customers track their delivery in the front-end → Track Order: Delivery and Pickup