The Order, End to End
One order, from the tap that places it to the receipt in an inbox — what each of the three people does, what the app does in between, and where the money actually moves.
Places the order
Basket, delivery address, landmark if the gate is hard to find, then confirm. The total on that screen — food, delivery fee, any surcharge — is what will be handed over at the door, in cash. Nothing is added afterwards.
Accepts, or declines
The store sees the items, the quantities and any notes. Accepting puts the order in their queue; declining frees the customer to order elsewhere straight away.
Starts preparing, and says how long
Tapping Start Preparing requires a time — 5 to 45 minutes. It is not a formality: the customer's arrival estimate is calculated from it, and a rider is sent to reach the counter as the food finishes rather than to stand and wait.
Takes the job — while the food is still cooking
The job appears on the board as soon as the store starts preparing, not when the food is ready. The card shows the shop, the drop-off, the distance and what the job pays, so a rider can judge it before accepting.
Hand-over, and the rider pays
The store hands over the order and the rider pays for the food in cash, out of their own pocket. The amount is the food subtotal on the Store Copy, printed under the words RIDER PAYS — never the customer's total, which is a bigger number containing the rider's own wages.
- Check the bag against the slip before paying. Afterwards a missing item is a conversation, not a correction.
- The Customer Copy travels in the bag; it is the customer's receipt.
On the way
The customer is told the order has been picked up, and can follow the rider on the map, read the landmark they wrote, and message them in the app without either party seeing the other's personal number.
Delivered, and paid
The customer pays the total shown in the app — the figure they agreed to at step 1 — and the rider keeps the difference between that and what they paid the shop. A proof photo is required; the job cannot be completed without one.
Rates the store and the rider
A review can only be left by the person who received that order. It is published with the reviewer’s initials — M***** S***** — never their full name and never their photo.
The other paths
When It Does Not Go Like That
Most orders follow the eight steps. These are the ones that do not.
| What happened | What the platform does |
|---|---|
| The store never answers | After 15 minutes with no reply, the order is cancelled for the customer rather than leaving them waiting on a shop that is closed or busy. Nothing has been cooked and nothing is charged. The customer is told by notification and by email, because somebody who ordered and put their phone down is the one least likely to see a notification. A scheduled order is left alone. |
| Nobody takes the job | Different, and deliberately so: the store has accepted by this point and the food exists. The store is prompted after a while and decides whether to cancel or wait. An accepted order is never cancelled automatically — we do not stop a kitchen that is already cooking. |
| The store cannot fulfil it | The store cancels with a reason. The customer is told what it was and is charged nothing. A rider who had already taken the job keeps their point. |
| The rider gives the job back | The point is returned where the job could not be done — order not ready after a long wait, customer unreachable, address wrong, unsafe to continue — and used where they simply changed their mind. The app decides from the reason chosen and says which before they leave the screen. |
| Nobody is at the door | The rider reports it in the app before leaving. Where they went to the address given, tried to reach the customer through the app and waited a reasonable time, PaspasFood reimburses what they paid the shop and pays the delivery fee. The goods stay with the rider. |
| The customer refuses the order | Same reimbursement for the rider. The customer may be asked to pay for the goods, and repeated incidents can suspend the account. |
| Something is wrong with the food | Report it in the app with the order number. The store is responsible for what it sold; we investigate and tell you what we decided. |
The binding version of all of this is in the Terms & Conditions — cancellations and failed deliveries in section 8, PaspasPoints in section 7. Fees and limits are set in the app and shown before you confirm.
Reference
The Status Names You Will See
The same order, as each screen labels it.
| Status | The customer sees | The store and rider see |
|---|---|---|
placed | Waiting for the store to accept — cancelled after 15 minutes if it is not | A new order, alerting until answered |
accepted | “The store has accepted your order” | In the queue, not yet started |
preparing | A countdown, and an arrival estimate | Cooking — and on the job board for riders |
ready_for_delivery | Still preparing or ready, depending on the rider | Waiting at the counter for the rider |
picked_up | “Picked up and on its way” | Paid for, in the rider’s hands |
on_the_way | The rider on the map | Navigating to the drop-off |
delivered | “Delivered. Enjoy!” and a receipt by email | Complete; the point is used and the earning recorded |
cancelled | The cancellation and its reason | Ended, with who ended it and why |
A pickup order skips the rider entirely: it goes from
preparing to ready_for_pickup, and to claimed
when the customer collects it. A Pasugo errand has its own flow —
the rider buys from a shop that is not on the platform — described on the
rider guide.
Questions about an order?
Use Help Center inside the app and include the order number — it begins with a #.
Contact Support