The Customer Journey
This page follows a customer through an online order. Which steps appear depends on your configuration.
1. Arriving
On first visit the customer is asked to accept your Terms and Conditions before continuing. Where your products require it, an age confirmation step asks whether they are over 18.
If your establishment is closed to online orders, the site says so and shows the hours during which ordering is possible — “Orders are allowed during the following hours.” The customer can still browse; they simply cannot order until you reopen.
2. Browsing the Menu
Products are presented by category, with a search field and filters. The customer can sort by price, low to high or high to low, and open sections such as Our selection, Our current promotions and You may also like.
Opening a product shows its description and any choices it offers — the same options and limits you configured on the product, with max. shown where a number of choices is capped. Extras that carry a supplement are marked: “Additional charges may apply for extras.”
The customer can add a comment to a product, and keep products in a wishlist to find them again later.
3. The Basket
The basket shows each product, its quantity and the running Total. Products can be removed individually or the basket cleared entirely, with a confirmation first.
Two thresholds can hold up checkout, both of which you set:
- A minimum order amount — until it is reached, the site shows the amount still needed before the order can be sent.
- A free delivery threshold — below it the delivery fee is added to the order; at or above it, delivery is free.
Tip
The remaining-amount message is a quiet upsell. Customers routinely add one more item to clear a minimum or to avoid a delivery fee.
4. Promo Codes
A promo code is entered in the basket and applied to the order, showing the Discount on the summary.
The site explains precisely why a code is refused:
| Message | Meaning |
|---|---|
| Invalid promo code | No such code |
| This promo code has expired | Past its end date |
| This promo code is not active yet | Before its start date |
| This promo code has already been used | Its maximum number of uses is spent |
| A promo code is already applied | One code per order |
| This promo code does not apply to any product in your cart | The code is real, but nothing in the basket qualifies |
A code that covers only part of the menu says so on the basket — Valid on: followed by what it applies to. If the customer then empties the basket of those products, the code is taken off again and the site explains why: “The promo code was removed: the products it applies to are no longer in your cart.”
Codes are created in Promotions.
4b. Paying with a Voucher
A Voucher is a prepaid code you issued from the back office — see Vouchers. The customer enters it in the same field as a promo code, labelled Promo code or voucher, and the site works out which kind of code it is. A code it does not recognise at all is refused with “This code is not valid.”
Once a voucher is accepted, its Voucher balance is shown while the customer shops, and the order is settled from it: at checkout the only payment method offered is the voucher, and the summary reads Paid with your voucher.
What the customer runs into
| Message | What it means |
|---|---|
| This voucher code is not valid | No such code |
| This voucher can no longer be used: it has expired, been revoked or its balance is empty | The code exists but is spent, past its date, or switched off |
| A voucher is already applied to this order | One voucher per order |
| Your voucher can only be used on part of the menu | The voucher was restricted to certain product groups |
| Your voucher does not cover: … | Those items in the basket fall outside the allowed groups, and are marked Not covered by your voucher |
| Your cart goes over your voucher balance. Remove items to be able to use it. | The basket costs more than the balance |
| This product cannot be added: it goes over your voucher balance (… left) | Adding that product would exceed what is left |
Note
A voucher pays the whole order or none of it — the basket has to fit inside the balance. There is no part-payment that leaves a remainder for the customer to settle another way.
Remove voucher takes it off again, after confirming “Remove the voucher?” — “It will no longer be applied to your order.” The balance is untouched; nothing is spent until the order goes through.
5. Checkout
The customer completes their order details.
Order type — the options you have enabled:
- Pick-up
- Delivery
- Eat in
Delivery address — entered through an address search: the customer types their street and number and picks their address from the suggestions. The same guidance applies as in the Posbel Admin panel — “Please include your street number in the search”, “Please select your address from the suggestions”.
Contact details — name, phone number and email. A confirmation email follows the order.
Pickup location — where you operate pickup points, the customer chooses one.
Time slot — the customer picks a pickup date and time, offered from the hours you allow. When nothing is available the site shows No available times.
Payment method — the methods you have enabled:
- Pay online
- Pay in store — on collection or delivery
Every required field is enforced with its own message, so a customer is told exactly what is missing rather than being refused as a whole.
6. Payment and Confirmation
Paying online, the customer is taken to the payment page and returns to either:
- Payment successful — “Your order has been confirmed”
- Payment refused — “Your payment was not accepted. Please try again or use another payment method”
An order awaiting payment shows Order pending with a Proceed to payment button, so the customer can settle it later from their confirmation email.
Once sent, the site confirms with Order sent! and an order summary. A VAT receipt can be downloaded from the order.
Note
A payment link does not stay valid indefinitely. An expired one shows “This link has expired” and directs the customer to contact the restaurant.
7. Following the Order
The customer can follow their order's progress on the status page, which mirrors the states used in the kitchen:
| Status | What the customer is told |
|---|---|
| Pending | Your order has been received and will be prepared |
| Preparing | Your order is being prepared |
| Ready | Your order is ready |
| Served | Your order has been served |
The page also shows the order ID, type, date and time, the products ordered, and the amounts.
Tip
These are the same preparation states your kitchen staff bump on the Kitchen Display. Bumping an order forward there is what moves the customer's status page on — which is what stops them asking how much longer.
Summary
- Terms, and an age check where products require it
- Browse by category, search, sort, wishlist, options and comments
- Minimum order and free-delivery thresholds are shown as amounts still needed
- Promo codes explain exactly why they are refused
- Order type, address, contact details, pickup point and time slot at checkout
- Pay online or in store
- The status page follows the kitchen's own preparation states