Fulfil

One queue for every channel that sells

The picker does not care whether an order came from the website, WhatsApp or a shop counter. Every order lands in the same queue, moves through the same status lifecycle, and shows the same timeline.

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Every channel

Website, apps, WhatsApp or the counter — one queue

An order that starts on Instagram or WhatsApp writes to the same table as one placed at the counter. There is no separate WhatsApp order list or app inbox to check on the side.

Website, mobile app, WhatsApp, Instagram, Facebook, TikTok, Google Shopping and in-store orders in one place (catalogue channels from Growth)
One order pipeline feeds the picker app regardless of channel
Filterable by channel, status, shop or delivery type
Auto-accept can skip manual confirmation for trusted channels
Orders routed to the staff of the location that fulfils them, on Scale

Status timeline

A status for every real step, not a generic three

Placed, preparing, agent assigned, picked up, delivered — plus the states that actually happen on the floor: ready-to-pickup, picked-by-picker, modified, payment-requested, paid, incomplete and cancelled.

Core path: placed → preparing → agent assigned → picked up → delivered
Also tracked: ready-to-pickup, picked-by-picker, modified
Payment states: payment-requested, paid, incomplete
A full timeline is visible on every order, not just the current status

Changes after placing

Modify an order without breaking trust

A shop, picker or delivery agent can propose a change within a configured time window. The customer sees a preview and, when required, has to approve it before the price or items change.

Modification by shop, picker or delivery agent within N hours
Preview then confirm — nothing changes silently
Optional customer approval push before a price or item change lands
Price-change and product-add permissions gated separately by role

Notes & attachments

Notes, attachments and auto-accept

Internal order notes stay with the order for the whole team, attachments carry a prescription or ID photo where needed, and auto-accept removes the manual confirmation step for shops that trust every incoming order.

Internal order notes visible to shop staff, not the customer
Attachments on an order — a prescription photo, an ID, a special instruction
Auto-accept skips manual confirmation for configured shops
Cancellation windows configurable per shop and per order state

Works with

Specification

Every detail, spelled out

Status lifecycle

Placed: Order received and awaiting confirmation or auto-accept
Preparing: Accepted, being picked or cooked
Ready-to-pickup / picked-by-picker: Picking complete, awaiting handoff
Agent assigned: A delivery agent has taken the run
Picked up / delivered: Order handed to the agent, then to the customer
Modified: Items or price changed after placement
Payment-requested / paid / incomplete: Payment states, independent of the fulfilment state
Cancelled: Within a configured cancellation window, with a reason recorded

Modification & cancellation

Who can modify: Shop, picker or delivery agent
Approval: Optional customer approval push before the change lands
Permissions: Price-change and product-add gated separately

Notes & automation

Order notes: Internal, visible to staff only
Attachments: Prescription, ID or instruction photos
Location routing: Delivery area → location → that location's staff, on Scale
Auto-accept: Configurable per shop to skip manual confirmation

FAQ

Questions about Orders

Do orders from Instagram and WhatsApp land in the same place as the website?

Yes, every channel writes into the same order queue and the same status pipeline.

Can an order go straight to the branch that should fulfil it?

Yes, on Scale. Each delivery area maps to a location, and its orders go to that location's staff.

What does auto-accept do?

It skips the manual confirmation step for shops that trust incoming orders, moving them straight to preparing.

Can a customer see order changes before they happen?

Yes, a modification is previewed and, when configured, requires the customer’s approval before it is confirmed.

Can I attach a prescription to an order?

Yes, attachments can carry a prescription photo, an ID or any file relevant to fulfilling the order.

Is there a full history of what happened to an order?

Yes, every order carries a status timeline from placed through to delivered or cancelled.

See every channel in one queue

Book a demo of the order queue with your own catalogue.

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