Key points
- Every customer order carries a location from the last 10 minutes, accurate to 2 km or better.
- Staff see how far the order was placed from the branch, with a map link.
- Customers are labelled Reliable, Needs attention or High risk from their uncollected orders.
- Only a person can block a customer, with a reason that is kept in the audit log.
A recent location on every order
When a customer places an order, the website or app asks the phone for its current location, with the customer's permission and only while the app is open. The order is refused if the location is older than 10 minutes or less accurate than 2 km.
For delivery the location is stored as the delivery destination; for pickup, as presence near the branch. Staff then see the accuracy and the distance from the branch, and can open the spot on a map, on the order ticket, in the cashier dialog and on the kitchen display.
The location is a one-time signal attached to an order. It is not background tracking and not proof of identity, and it is deleted automatically after 180 days.
A reliability record per customer
SCALE Order counts a customer's uncollected orders over a period, 365 days by default: orders marked as a no-show and, unless the restaurant turns this off, pickup orders that expired unpaid. From that count each customer gets a label:
- Reliable: no uncollected orders in the period.
- Needs attention: from 1 uncollected order (by default).
- High risk: from 6 uncollected orders (by default).
The label appears next to the customer on the console and on the kitchen display, so the team knows before it starts cooking. Customers can see their own label and count on their order page.
Blocking is a human decision
The labels never block anyone by themselves. A staff member with permission can block a customer from ordering, choosing a reason (repeated no-shows, abusive behaviour, fraud risk, staff safety or other) and writing a note.
- A blocked customer cannot place new orders. Past orders and points are not affected.
- Unblocking restores ordering at once.
- Both decisions are kept in the audit log with who made them.
Reliability is separate from loyalty
Collection reliability and loyalty value are tracked separately. Loyalty tiers come from a score built from paid orders and spending over the last months (three by default), weighted 60% on how often a customer orders and 40% on how much they spend. A customer can be a high-value regular and still need attention for a missed pickup, and your team sees both.