Who Is This For?
Merchants who need the full Beep Delivery picture from the customer's first tap through payment, rider or pickup, printed tickets, and when an order ends or is cancelled.
Overview
This article explains Beep Delivery from start to finish. It tells you what customers do on the Beep app or website, how orders show on your POS and in BackOffice, how statuses change for StoreHub riders, for your own delivery team, and for customer pickup, auto-cancel and customer cancel, and how receipts and kitchen tickets fit in.
Radius, fees, pause mode, and alert settings sit in other articles so those topics are easy to find. This article keeps the order flow in one place.
Note:
Details can change by country. For example rider hours or SMS wording may differ. Examples that mention StoreHub Automated Logistics (SHALP) apply only where that rider program runs.
Before You Begin
Beep Delivery is on for your account. Your store is set up to take Beep orders.
Your store can go online for Beep when you want to take orders (see here).
Your team knows where to find online orders on the POS (for example open 'Transactions', then the online orders area) and in BackOffice.
If you use auto-print, your team knows how kitchen and receipt printers work when statuses change (see the status tables below).
Introduction
What Beep Delivery is
Beep Delivery lets customers find your store in the Beep app or on the web. They build a cart, pay online, and get food by delivery or pickup based on what you turned on. On your side, orders show on the alert paths you picked. They also show in StoreHub tools like the POS and BackOffice. Your team can then cook, hand off, and close orders in a steady routine.
Ways customers can receive orders
Delivery with StoreHub riders (SHALP) | A StoreHub rider picks up from your store and brings food to the customer. You may see statuses like 'Finding Rider' and 'Rider Found'. |
Delivery with your own riders (self-delivery) | Your team runs dispatch. You update statuses like 'Picked Up' and 'Delivered' on the POS when your process uses those labels. |
Self-pickup | The customer collects at your store. Statuses follow the pickup steps shown later in this article. |
Customers see delivery or pickup based on what you offer and what their address or path in the app allows.
Step-by-Step Guide
How Customers Order on the Beep App (Delivery With Riders)
These steps are the usual path when a customer orders delivery and your store uses StoreHub riders. The app screen may look slightly different by version.
1. Customers download the Beep app from the Apple App Store or Google Play.
2. They sign up with a phone number, enter the code, then enter an address so the app can show nearby restaurants.
3. They pick a store, pick Delivery, then pick date and time where those choices appear.
Notes:
Sometimes customers pick which store serves them. Ask them to pick a store near their address. Food usually arrives faster.
StoreHub rider delivery (SHALP) uses different order hours in different countries. Read your team's rider guide for the times that apply to your store.
To change booking slots or store hours for orders in BackOffice, read here.
4. They browse your menu, add items to the cart, then move toward checkout.
5. Before payment they check delivery address, delivery notes, and contact details.
6. They pick how to pay and pay. After payment, if delivery uses SHALP, the system looks for a rider.
7. After a rider is assigned, kitchen docket will be printed and you can start preparing meals.
8. Customers can track the rider in the app and get updates.
9. After delivery, they may see rewards or cashback based on program rules. They can check order history in the app.
Ordering on the Beep Website
Customers who do not want the app can open your Beep menu in the phone browser. Your brand gets a URL when the store goes live.
1. Open the menu link on the phone browser.
2. Browse, add to cart, and check out the same way your web menu allows.
3. After paying, your customer lands on an order confirmation page. It shows the order number at the top, your store name, where the order is going, and the total. There is a 'VIEW ORDER DETAILS' link, and while the order can still be cancelled, a 'CANCEL ORDER' button below it.
4. Tapping 'VIEW ORDER DETAILS' opens the order details page. Your customer can reopen it any time from their order history, so they do not need to keep the browser tab open.
Note:
Your exact URL is tied to your account. If staff cannot find it, use BackOffice store preview or share actions while you troubleshoot.
Delivery Purchase Flow (Address and Menu Checks)
App or web, the customer should confirm the delivery address before the kitchen cooks.
1. On the home screen, the customer checks the delivery address shown. They can search or pick a saved address if it looks wrong.
2. In the menu, they check the delivery strip above the menu before adding items.
3. If details look right, they tap Continue to keep browsing in delivery mode.
Self-Pickup Purchase Flow
1. From the start screen, the customer opens Self Pickup (wording may vary by market) and picks your store from stores that offer pickup.
2. In the menu, they check pickup details before adding items. When correct, they tap Continue and keep browsing in self-pickup mode.
What Your Customer Sees While the Order Is On Its Way
Your customer's order details page shows a progress bar with four steps: 'Paid', 'Ready for delivery', 'On the way' and 'Delivered'. The step the order has reached is filled in, and it changes its name to match what is happening right now.
So a customer may tell you their page says 'Finding rider' when the step you remember was called 'Ready for delivery'. It is the same step under a new name. This is the page merchants are looking at when a customer asks them "where is my order?".
This section covers delivery orders. For self-pickup orders, see 'What Your Customer Sees for a Self-Pickup Order' below.
At each stage your customer sees a heading with one line of explanation under it, and the buttons at the top of the page change as the order moves along.
The table below covers what a delivery customer sees at each stage, heading first, and the buttons at the top of their page. On the order details page, 'Cancel Order' is not one of the top buttons. It sits at the bottom of the page until a rider is found.
What the page says | What it means | Buttons at the top of their page |
"Waiting for store to confirm your order" / "Please wait a few minutes" | Paid, and waiting for your store to accept. This one shows on the order confirmation page, before the order details page. | 'VIEW ORDER DETAILS', and 'CANCEL ORDER'. |
"Payment Received" / "Your order has been sent to the store" | Your store has the order. | 'Contact Store'. |
"Finding Rider" / "We are arranging delivery" | A rider is being arranged. | 'Contact Store' on its own. |
"Rider Assigned" / "Your rider will pick it up soon" | A rider is coming to collect the order. | 'Call Rider', with the courier's name under it, and 'Contact Store'. |
"On the Way" / "Your order is heading to you" | The rider has the order. | 'Call Rider' and 'Contact Store'. |
"Order Completed" / "Thanks for ordering with us" | Delivered. | 'Report Issue' and 'Contact Store'. |
The bar has four steps, but the third step can show two messages: first 'Rider Assigned', then 'On the Way'.
A few things on this page change as the order moves, and they are the ones customers ask about:
'Cancel Order' sits at the bottom of the order details page until a rider is found. See 'Can Your Customer Cancel a Beep Delivery Order?' below.
'Contact Store' is on the order details page at every stage. What changes is the button beside it.
'Call Rider' appears beside it once a rider is assigned, with the courier's name underneath, and stays while the order is on its way. Before a rider is assigned, 'Contact Store' sits on its own.
Once the order is delivered, 'Report Issue' takes the place of 'Call Rider'. It does not appear before delivery.
The rest of the page stays the same throughout. Your customer always sees your store banner with a link back to your menu, your store name and address, their delivery address, the receipt number with a 'Copy' button, the items and the total, and a 'Get Help' button at the bottom.
If your store runs a membership programme, the membership card sits on the page from the start, not only after delivery. Once the order is delivered, an 'Order Logs' row appears with a 'View' link.
Note:
If a customer says they cannot find their order, ask them to open their order history rather than looking for the original browser tab.
The receipt number on your customer's page is the same one on your POS. Match orders by that number rather than by the status wording, because your POS and BackOffice use their own status names.
Can Your Customer Cancel a Beep Delivery Order?
Your customer can cancel an on-demand delivery order themselves until a rider is found. They tap 'Cancel Order' on the order confirmation page or at the bottom of the order details page. Once a rider is found, the button goes away and they can no longer cancel it themselves.
If you switch the order to self-delivery, that counts as a rider being found, so 'Cancel Order' goes away at that point too.
If your customer still wants to cancel after that, they need to contact your store. If you agree to cancel it, contact StoreHub Support via live chat with the order ID and the reason.
What Your Customer Sees for a Self-Pickup Order
Your self-pickup customer collects the order at your store. Their order details page shows a code under 'Show code to collect order', which they are asked to show when they collect.
After paying, your self-pickup customer first sees a 'Thank You!' page. It shows their order number, your store name, the pickup time under 'Pickup On', your store address under 'Pickup At', and the total. A 'VIEW ORDER DETAILS' link opens the order details page.
A self-pickup order details page has a 'Pickup' tag at the top. While the order is being prepared, it reads 'Being Prepared' / 'Our chefs are working on it', with the collection code below.
The progress bar on a self-pickup order has three steps and ends at 'Picked up'. The step names can change as the order moves. While the order is being prepared, they read 'Accepted', 'Preparing' and 'Picked up'. Once it is collected, they read 'Paid', 'Ready for pickup' and 'Picked up'.
Further down, a self-pickup order page shows your store banner with a link back to your menu, your store name and address, the receipt number with a 'Copy' button, the items and the total, and a 'Get Help' button at the bottom.
After the order is collected, the self-pickup page reads 'Order Completed' / 'Thanks for ordering with us', the last step, 'Picked up', is filled in, and an 'Order Logs' row appears under the receipt number.
Note:
On your side, you change a self-pickup order to 'Picked Up' once the customer has collected it, as described under 'Customer Self-Pickup' in 'Order Status Definitions'.
How Restaurant Receives Beep Delivery Orders
Orders should show where your team already looks during service:
1. POS register
New Beep orders appear in your online orders area (exact taps depend on device). Many stores see a badge or queue for Beep.
2. Notifications
Based on your settings, your team may also get WhatsApp, email, or StoreHub Manager alerts. Full setup is in this article.
Note:
If nothing alerts your team after the customer pays, fix alerts first. Do not assume the problem is order volume.
Receipts and Kitchen Dockets
Receipts and kitchen tickets print with the order number so front of house, kitchen, and riders use the same ID. If printing fails, check the printer connection first. Then reprint from the POS using Resend to Kitchen or your usual action.
Managing Orders From BackOffice
You can open orders in BackOffice, read details, and change status if your role allows. You may see which customer account placed the order when the system links it.
Critical Timing Before Kitchen Starts Heavy Prep
When you use StoreHub riders for delivery, do not start heavy cooking before a rider is assigned in the normal flow. If no rider is found in time, the order may auto-cancel (see Auto-cancellation when no rider is found). StoreHub does not pay you back for food you cooked too early in that case.
That is why alerts matter. Your shift needs to see rider assignment, not only that a new order arrived.
Order Status Definitions
StoreHub Riders, On-Demand Delivery
Status | Meaning |
Pending Acceptance | Orders are accepted automatically in normal flows. The flow moves to Finding Rider. |
Finding Rider | The system looks for a rider through the logistics network. |
Rider Found | You may start preparing once a rider is found. If you use a kitchen printer, the ticket can print here. If nothing printed, check the printer connection, then tap 'Resend to Kitchen' on the register. |
Pending Pick Up | When the rider arrives, manually move the order to Picked Up if your flow needs it. That triggers the customer notification. |
Picked Up | The order is on the way to the customer. |
Delivered | The rider taps Job Completed in the rider app. This status shows in BackOffice and on the register (iOS behaviour may differ by build; trust ticket ID if labels lag). |
Self-Delivery, On-Demand
Status | Meaning |
Pending Acceptance | Orders are accepted automatically. The flow moves to Finding Rider on the label, even when you assign your own driver. |
Finding Rider | Some builds show this while you arrange your own rider. Treat it as dispatch in progress. |
Rider Found | Start preparing when your policy says dispatch is far enough along. Kitchen tickets can print; if not, check the printer and use Resend to Kitchen. |
Pending Pick Up | When your rider arrives, move to Picked Up so the customer gets the alert. |
Picked Up | The order is on the way with your rider. |
Note:
If your screen skips Finding Rider and jumps straight to Rider Found, follow your internal dispatch checklist and the printed ticket time.
The status names below are the ones you see on your POS and in BackOffice. Your customer's order page uses its own wording for the same order — see 'What Your Customer Sees While the Order Is On Its Way' and 'What Your Customer Sees for a Self-Pickup Order'.
A few names are the same on both sides, such as 'Finding Rider'. Others are not. When a customer quotes a status to you, match the order by its receipt number rather than by the status name.
Customer Self-Pickup
Status | Meaning |
Pending Acceptance | Orders are accepted automatically. The flow moves to Pending Pick Up. A kitchen receipt can print and you may start preparing. |
Pending Pick Up | When the customer has collected the food, change the status to Picked Up. |
Picked Up | The customer successfully collected the order. |
Auto-Cancellation When No Rider is Found
A normal Beep on-demand flow can take up to about 30 minutes to find a rider.
If more than 30 minutes pass and no rider is found, the order auto-cancels.
The customer receives an SMS and a full refund.
Example SMS wording (currency and amount vary by region):
Sorry! We can't find a rider for your order now due to the high volume. RM #{amount} has been fully refunded to you.
Note:
If a rider was assigned and then cancels, the system searches for a new rider automatically. The order is not cancelled automatically because the kitchen ticket has already printed. While no rider is assigned, you can switch the order to self-delivery on POS app version 1.119 or later, or the customer can choose to cancel the order.
When a previously assigned rider cancels, a replacement rider is searched for automatically. This is separate from the first 30 minute search.
If You Use SHALP and Need to Switch an Order to Self-Delivery
For the full steps and rules, see here.
Notes:
Pre-orders are not cancelled by this 30 minute rider search rule.
Customers can cancel on-demand orders themselves before a rider is found. They get SMS and a full refund for that path too.
When Customers Ask to Change a Paid Pre-Order Delivery Time
In the older workflow, delivery time cannot change after payment. Practical options:
Offer self-pickup instead of delivery if your store allows it and the customer agrees.
Cancel and place a new order for the new slot when policy allows. Refund speed depends on how they paid.
Payment, Refunds, and What Staff Should Verify at the Counter
How payment posts and how fast refunds return depends on payment type and when the order was cancelled.
Staff should not hand out food if the Beep order does not show as a normal active order with a clear status in your tools.
For payouts and checking money in the bank, see here.
Troubleshooting
The table below covers common problems with Beep Delivery orders and what to do about each one.
Issue | What to do |
Customer paid but no order on POS or BackOffice within a few minutes. | Check that the store is online and filters are right. Refresh. Check the customer picked the right store and account. Then escalate if needed. |
Kitchen cooked early but no rider came and the order cancelled. | Train the shift using Critical timing before kitchen starts heavy prep. Make rider status easy to see in alerts. |
Status stays Finding Rider too long. | This may lead to auto-cancel. Follow your logistics article. Switch to self-delivery only if your policy allows it. |
Customer says they paid but you see no order. | Ask for a screenshot or receipt if they have one. Check store and time. Escalate with order details if you have them. |
Printed ticket has no order number or is hard to read. | Reprint from the POS. Check printer pairing before rush hour. |
Your customer says they cannot reach the rider using 'Call Rider'. | 'Call Rider' only shows once a rider is assigned, and it stops showing once the order is delivered. It dials the courier, not StoreHub. If the rider does not answer, the same page has a 'Contact Store' button your customer can use, and you can check where the order has reached on your POS. |
The rider is at your store, but the order still says 'Finding Rider'. | Contact StoreHub Support via live chat with the order ID so the team can check that order. |
FAQs
1. Where do we set WhatsApp, email, Manager app, or POS alerts for new orders?
Step-by-step setup is in this article. This article only explains why those alerts matter for cooking at the right time.
2. A rider accepted the job, then cancelled. What should we do?
A new rider will be arranged automatically. The order status will be updated in the POS, and there is no need to contact StoreHub Support to arrange a new rider.
3. Where is full self-delivery setup and POS button detail?
Use this guide for radius, fees, dispatch, and switching rules.
4. Why do some statuses say "rider" when we self-deliver?
Older Beep used the same status names for more than one mode. Agree inside your team what each label means for your drivers so everyone updates the POS the same way.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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