Frequently Asked Questions

How is the "ASAP Eta" shown in-app calculated?

Assuming the outlet is currently open (as configured in the merchant console) we determine the time that the outlet would complete an order by:

  1. Taking the current time
  2. Adding the kitchen preparation time (as configured in the merchant console)
  3. Adding the time required to drive between the outlet and the delivery address (if required)

We then derive a 5 minute (take away & dine in) or 15 minute (delivery) window from the time calculate in step 4, rounding up to the nearest multiple of 5/15 minutes.

For example, if we calculate that the outlet will complete a take away order in 8 minutes, we'll show an ETA of 10 - 15 minutes. For a delivery that requires a total of 28 minutes, we'd show an ETA of 30 - 45 minutes.

How do you determine if I can accept an ASAP order?

Assuming the outlet is currently open (as configured in the merchant console) we determine the time that the outlet would finish preparing an order by:

  1. Taking the current time at the outlet
  2. Adding the kitchen preparation time (if it is "enforced" in the merchant console)
  3. Adding the time required to drive between the outlet and the delivery address (if required)

If the outlet's opening hours/delivery schedule indicate that you are continuously open between now and the time calculated in step 3, and the kitchen order limit schedule doesn't apply at the calculated time, we'll indicate to the user that you're able to accept an ASAP order.

How do you determine if I can accept a scheduled order?

Assuming that the outlet accepts scheduled orders (as configured in the merchant console) we perform the following set of checks. If any of these checks fail, we reject the scheduled collection time:

  1. Ensure that the scheduled time is within the outlet's pre-ordering window (as configured in the merchant console)
  2. Ensure that the date & time the outlet would need to start preparing the order is after the outlet's minimum order lead time (as configured in the merchant console). The time that the outlet would need to start preparing the order is calculated by taking the fulfilment time and subtracting:
    1. The estimated travel time between the outlet and the delivery address (if required)
    2. The kitchen preparation time (as configured in the merchant console)
  3. Ensure the scheduled time exactly matches one of the outlet's fixed collection slots (configured by YQueue) or the outlet is continuously open between the scheduled time and the date/time the outlet would start preparing the order (from step 2).
  4. Ensure that the kitchen order limit schedule doesn't apply at the scheduled time.