Restaurant online ordering glossary

Aggregator#

Also called: Delivery aggregator

An aggregator is an app or website that lists many restaurants in one place, so customers can browse, order and pay without visiting each restaurant’s own channel. In UK takeaway the word usually means the delivery marketplaces, such as Just Eat, Deliveroo and Uber Eats. The aggregator holds the customer account and charges the restaurant commission, and sometimes other fees, on each order.

Allergen information for distance selling#

Also called: Allergens on online orders

Distance selling means selling food without the customer in front of you: online, through an app or by phone. For food that is not prepacked, the Food Standards Agency says allergen information for the 14 allergens must be given at two points: before the purchase is completed, in writing or by phone, and again when the food is delivered, for example with allergen stickers or an enclosed menu.

Source: Food Standards Agency, Allergen guidance for food businesses (section 3.2, food delivery and takeaway food), checked 28 October 2026.

Allergen matrix#

Also called: Allergen chart

An allergen matrix is a chart with every dish down one side and the 14 allergens UK food law requires businesses to declare across the top, with a mark wherever a dish contains one. Staff use it to answer allergy questions accurately, and it is the written record behind the allergen information shown on menus, ordering websites and apps.

Source: Food Standards Agency, Allergen guidance for food businesses, checked 28 October 2026.

App Store developer account#

Also called: Developer account, Apple Developer Program, Google Play Console account

A developer account is the account an app is published under: Apple’s Developer Program for the App Store and a Play Console account for Google Play. The account holder appears as the developer on the store listing and controls the listing and its updates. The app itself can carry the restaurant’s name and logo whichever account it is published on.

Source: Apple, Apple Developer Program enrolment, checked 28 October 2026.

Average order value (AOV)#

Also called: AOV, Average basket

Average order value is total sales divided by the number of orders over the same period. It shows how much a typical customer spends per order, and it is where most fee comparisons start, because a percentage commission grows with the order while a fixed fee does not. Meal deals, upsells and free-delivery thresholds are common ways to raise it.

Blended pricing#

Also called: Blended rate, Flat-rate card pricing

Blended pricing is card processing quoted as one published rate, usually a percentage plus a fixed fee per transaction, that wraps the card issuer’s interchange, the card scheme fees and the processor’s own margin into a single figure. Some processors publish a separate rate for premium or international cards. It is easy to read and compare, but it hides how much of each fee is margin.

Source: Stripe, Pricing (UK), checked 28 October 2026.

Card processing fee#

Also called: Card fee, Transaction fee

A card processing fee is what a payment processor charges to take a card payment, usually a percentage of the order plus a fixed amount per transaction. It applies to every card order whatever the ordering software costs, and it is separate from any commission or subscription. Processors quote it either as a blended rate or as interchange-plus pricing.

Chargeback#

Also called: Dispute, Card dispute

A chargeback, also called a dispute, happens when a cardholder questions a payment with the bank that issued their card. The issuer reverses the payment through the card network, the money is taken back from the business along with a dispute fee, and the business can submit evidence, such as order and delivery records, to contest it. Repeated chargebacks can put a merchant account at risk.

Sources: Stripe, Disputes; Stripe, Pricing (UK), checked 28 October 2026.

Click and collect#

Also called: Collection order, Pickup order

Click and collect means the customer orders, and usually pays, online, then picks the food up from the restaurant at a quoted time instead of having it delivered. There is no delivery fee or driver to arrange, so it is often the cheapest order type for both sides. Ordering systems let the restaurant set collection times, preparation time and whether payment is taken online or at the counter.

Commission#

Also called: Marketplace commission

Commission is a percentage of each order’s value that a marketplace or ordering platform keeps, so the cost rises with every order and every pound of order value. Marketplaces usually charge a lower rate when the restaurant delivers itself and a higher one when the marketplace’s riders deliver, and VAT is often added on top of the commission itself.

Controller and processor (UK GDPR)#

Also called: Data controller, Data processor

Under UK GDPR, a controller decides why and how personal data is processed and carries the main responsibility for compliance; a processor handles personal data on the controller’s behalf and follows its instructions. When a restaurant uses ordering software, the roles depend on who decides what customer data is collected and what it is used for, and the contract between them should say so.

Source: Information Commissioner’s Office, What are ‘controllers’ and ‘processors’?, checked 28 October 2026.

Courier dispatch (on-demand delivery)#

Also called: On-demand delivery, Delivery as a service

Courier dispatch, or on-demand delivery, means booking a third-party courier for one order at a time instead of employing drivers. The ordering system or till sends the pickup and drop-off details, a nearby courier collects the food, and the restaurant pays a fee per delivery. The order stays the restaurant’s own; only the delivery is bought in.

Customer data#

Also called: First-party data, Customer list

Customer data is the record of who orders from you: names, contact details, addresses, order history and marketing permissions. When customers order through your own app or website, you hold that record and can use it, within data protection law, for loyalty, offers and push notifications. On a marketplace, the marketplace holds the customer account and the restaurant usually sees only what it needs to fulfil each order.

Customer fee#

Also called: Checkout fee, Online order fee

A customer fee is a charge added at checkout and paid by the customer rather than the restaurant, such as a fixed fee per online order or a small-order charge. It moves a cost onto the customer instead of removing it, and makes the price paid higher than the menu price. The CMA’s price transparency guidance says mandatory fees must be included in the prices shown, not added as checkout goes on.

Source: Competition and Markets Authority, Price transparency (CMA209), checked 28 October 2026.

Delivery radius#

Also called: Delivery distance

A delivery radius is the simplest way to set where a restaurant delivers: a circle of a set distance around the shop, often with delivery fees that step up by distance and a minimum order. It is quick to set up but ignores roads, rivers and one-way systems, so a circle can take in addresses that are slow to reach by road.

Delivery statement#

Also called: Payout statement, Marketplace invoice

A delivery statement is the invoice or payout report a marketplace sends a restaurant for a period, listing order totals, commission, service or marketing charges, adjustments, refunds and VAT, then the amount paid out. Reading it line by line shows what the platform actually kept, which can be more than the headline commission rate once VAT and other charges are added.

Delivery zones#

Also called: Map-drawn delivery areas

Delivery zones are areas drawn on a map, as shapes rather than a simple circle, each with its own delivery fee and minimum order. They let a restaurant follow real roads and boundaries: deliver to the estate across the main road at one price, leave out the area beyond the river, and charge more for the far side of town.

Digital wallet#

Also called: Apple Pay, Google Pay, Wallet payment

A digital wallet stores a customer’s cards on their phone or in their browser, so they can pay with a tap, a fingerprint or face recognition instead of typing card details. Apple Pay and Google Pay are the wallets built into iPhone and Android phones. Wallet payments are still card payments and carry the usual card processing fee, but they shorten checkout on a phone.

Direct ordering#

Also called: Order direct, Own ordering channel

Direct ordering means customers order from the restaurant’s own channels, such as its own app, ordering website, phone line or QR codes, rather than through a marketplace. The restaurant sets its own prices, keeps the customer relationship and pays for its software and card processing instead of a marketplace commission. Direct ordering can run alongside marketplaces rather than replacing them.

EPOS#

Also called: Electronic point of sale, Till system

EPOS, short for electronic point of sale, is the till system a restaurant uses to take and record sales: counter and phone orders, payments, receipts, kitchen tickets and end-of-day reports. In the UK the term is used almost interchangeably with POS. EPOS can run on a dedicated terminal, a tablet or in a web browser, and many systems bring online orders onto the same screen.

Flat monthly fee#

Also called: Subscription pricing

A flat monthly fee is a fixed subscription for ordering software that stays the same however many orders the restaurant takes. It makes costs predictable, and the software company does not earn more as order value grows. Card processing, delivery and extras are usually charged separately, so compare the full published price list rather than the headline monthly figure alone.

Flat per-order fee#

Also called: Per-order platform fee

A flat per-order fee is a fixed amount in pence that an ordering platform charges on every order, whatever its value, instead of or as well as a monthly subscription. Because it is not a percentage it is sometimes marketed as commission-free, but the total still rises with order volume. Ask for the figure in pence and add it to the card fee before comparing providers.

Gross profit (GP%)#

Also called: GP, Food cost percentage

Gross profit is the selling price of a dish minus the cost of its ingredients, and GP% is that profit as a percentage of the price. For a VAT-registered takeaway, take the VAT off the price first, because the VAT on hot food is not the business’s money. Food cost percentage is the other side of the same sum: ingredient cost as a share of the price.

Interchange-plus pricing#

Also called: IC+, Interchange plus

Interchange-plus, or IC+, is a way of pricing card processing that passes on the actual interchange fee set for each card and the card scheme fees, then adds the processor’s own margin as a separate, fixed part. The cost changes with each card type and statements are more detailed, but the margin is visible. It is usually offered to businesses with larger card volumes.

Source: Stripe, Pricing (UK), checked 28 October 2026.

KDS (kitchen display system)#

Also called: Kitchen display system, Kitchen screen

A KDS, or kitchen display system, is a screen in the kitchen that shows incoming orders in place of printed tickets. Cooks mark items or orders as started and done, the screen can time each order and flag late ones, and front of house can see what is ready. It suits busy kitchens with several stations; many smaller takeaways stay with a ticket printer.

Loyalty points#

Also called: Points scheme

Loyalty points give customers a number of points for each pound spent or each order, which they exchange for rewards once they reach a set balance. Points suit menus with a wide range of prices, because a large family order earns more than a single snack, and the restaurant can price each reward precisely. They take more explaining than stamps, so keep the reward ladder short.

Loyalty stamps#

Also called: Digital stamp card

Loyalty stamps are the digital version of a paper stamp card: the customer earns one stamp per qualifying order or item and gets a reward, such as a free coffee or a free pizza, after a set number. Stamps are easy to understand at a glance and suit businesses where most orders cost about the same, such as cafés and dessert shops.

Loyalty tiers#

Also called: Tiered loyalty, VIP levels

Loyalty tiers group customers into levels, such as bronze, silver and gold, based on how much or how often they order, with better rewards at each level. Tiers give regular customers a reason to keep ordering to stay at their level or reach the next one. They usually sit on top of stamps or points rather than replacing them.

Marketplace#

Also called: Delivery marketplace, Third-party delivery app

A marketplace is a third-party app or website, such as Just Eat, Deliveroo or Uber Eats, where customers choose between many restaurants and order through the marketplace’s own account. It can bring new customers and supply riders, in exchange for commission and other fees on each order. The marketplace, not the restaurant, holds the customer account and decides how the restaurant appears.

Meal deal#

Also called: Combo, Bundle

A meal deal is a set combination of items, such as a main, a side and a drink, sold at one price that is lower than buying each separately. On an ordering app or website it is built as a bundle with a choice at each step, so the customer picks which burger, which side and which drink. Meal deals raise average order value and make menus quicker to order from.

Menu markup#

Also called: Marketplace price markup

A menu markup is charging more for a dish on a marketplace than on the restaurant’s own menu, to cover the commission the marketplace takes. The marked-up price needs to leave the same money after commission, and after VAT on that commission. It also gives customers a reason to order direct, where the same dish costs less.

Menu modifiers#

Also called: Modifiers, Extras, Options, Add-ons

Menu modifiers are the choices and extras attached to a menu item: sizes, crusts, sauces, spice levels, toppings, sides and requests such as “no onions”. Each modifier group can be required or optional, limited to a number of picks, and priced or free. Set up well, modifiers capture exactly what the customer wants, send a clear ticket to the kitchen and add revenue through paid extras.

Minimum order value#

Also called: Minimum order, Delivery minimum

A minimum order value is the smallest basket a restaurant accepts for an order type, most often delivery. It makes sure each delivery covers the driver’s time, the packaging and the card fee. Minimums can differ by area, with a higher one further away, and they are often paired with a free-delivery threshold set a little higher.

Multi-location ordering#

Also called: Multi-site ordering, Multi-branch

Multi-location ordering lets a restaurant with more than one branch take orders for every site through one app or website, with the customer choosing a branch or being matched to the nearest. Each location can keep its own menu, prices, opening hours, delivery area and stock, while the owner sees orders and reports for every site in one place.

Natasha’s Law#

Also called: PPDS labelling, Prepacked for direct sale

Natasha’s Law is the UK labelling rule, in force since 1 October 2021, for food prepacked for direct sale (PPDS): food packed on the premises before the customer orders it, such as a wrapped sandwich in a chiller. Its label must show the name of the food and a full ingredients list with allergens emphasised. It does not cover food packed at the customer’s request, or food sold online or by phone.

Source: Food Standards Agency, Prepacked for direct sale (PPDS) allergen labelling changes for fast food and takeaway restaurants, checked 28 October 2026.

Native app#

Also called: iOS and Android app

A native app is built for a phone’s own operating system, iOS or Android, and installed from the App Store or Google Play. It sits on the home screen, can send push notifications, keeps the customer signed in and can use phone features such as Apple Pay. It costs more to build and publish than a website, and each store reviews apps before they go live.

Online ordering system#

Also called: Restaurant ordering software

An online ordering system is the software that lets customers order and pay for food from a restaurant online, through an ordering website, an app or both, and sends those orders to the restaurant’s till, tablet or printer. It usually covers the menu, checkout, card payments, delivery and collection settings and order management, and may add loyalty, offers and reporting.

Order ahead#

Also called: Pre-ordering, Scheduled orders

Order ahead lets a customer place an order now for a later time, such as lunch at 12:30 or a Saturday evening delivery, instead of as soon as possible. It spreads orders into quieter slots, helps the kitchen plan its prep and suits office lunches and large family orders. The restaurant chooses which slots to offer and how far ahead orders can be placed.

Ordering website#

Also called: Online ordering website, Takeaway website

An ordering website is a restaurant’s own website where customers browse the menu, order and pay online for delivery or collection, without installing an app. It is found through search, social media links and QR codes, works on any phone or computer, and keeps the order and the customer with the restaurant rather than a marketplace.

Ordering widget#

Also called: Order button, Embedded ordering

An ordering widget is an ordering button or panel added to a website the restaurant already has, which opens a menu and checkout run by a separate ordering provider. It is quick to add with a short piece of code, but the ordering experience lives inside the provider’s pop-up or page, and the restaurant depends on that provider keeping the widget running.

Own-driver delivery#

Also called: Self-delivery, Restaurant delivery

Own-driver delivery means the restaurant delivers orders with drivers it employs or engages directly, instead of a marketplace’s riders or an on-demand courier. The restaurant controls the service and keeps the delivery fee, but carries the cost of drivers, vehicles, insurance and quiet spells. Some takeaways mix the two, using their own drivers first and couriers at peak times.

PCI DSS#

Also called: Payment Card Industry Data Security Standard

PCI DSS, the Payment Card Industry Data Security Standard, is the security standard for every business that stores, processes or transmits payment card data, maintained by the PCI Security Standards Council. Restaurants taking online payments usually reduce their own obligations by using a payment processor’s hosted checkout, so card numbers never touch the restaurant’s own systems.

Source: PCI Security Standards Council, PCI DSS, checked 28 October 2026.

POS#

Also called: Point of sale

POS, or point of sale, is where and how a sale is completed, and in hospitality it usually means the till software and hardware used to take orders and payments. A restaurant POS records each sale, sends orders to the kitchen, handles payment types and refunds, and produces reports. In the UK, EPOS means the same thing with the “electronic” made explicit.

Promo code#

Also called: Discount code, Voucher code

A promo code is a word or short code a customer enters at checkout to get a discount or reward, such as 10% off, free delivery or a free side. Codes can be limited to new customers, a minimum spend, set dates or a number of uses, and because each one can be tracked, they show which leaflet, post or campaign brought the order in.

Push notification#

Also called: Push message, App notification

A push notification is a short message that an app sends to a customer’s phone, shown on the lock screen even when the app is closed. Restaurants use them for offers, new dishes, loyalty rewards and order updates. Customers must allow notifications for each app, so messages need to be useful and occasional: too many, and customers switch them off or delete the app.

PWA (progressive web app)#

Also called: Progressive web app, Web app

A PWA, or progressive web app, is a website built to behave like an app: it can be added to a phone’s home screen, open full screen and load faster on repeat visits. It needs no App Store or Google Play listing, so it avoids store fees and reviews, but it does not appear in app store searches, and features such as notifications are more limited on some phones.

QR menu#

Also called: Digital menu, View-only QR menu

A QR menu is a QR code, printed on a table, window or leaflet, that opens a restaurant’s menu on the customer’s phone. A view-only QR menu shows the dishes and prices; a QR ordering menu also lets the customer order and pay. A view-only menu is cheap and quick to update, but staff still take the order.

QR table ordering#

Also called: Order at table, Scan to order

QR table ordering lets dine-in customers scan a code on their table, order and pay from their own phone, and have the order arrive in the kitchen with the table number attached. No app download is needed. It cuts the wait for staff at busy times and makes repeat rounds easy, while staff still bring the food and look after the table.

Refund#

Also called: Partial refund

A refund returns money to a customer for an order, in full or in part, for example when an item was missing or the order arrived late. For card orders the refund goes back to the original card through the payment processor. Refunds given in cash or as credit should still be recorded against the order, so takings and reports stay accurate.

Service fee#

Also called: Platform service fee

A service fee is a charge on top of the food price, and the term is used two ways: a fee a platform adds for the customer at checkout, often a fixed amount or a percentage of the basket, and a fee a platform charges the restaurant for extra services. Always check who pays it, what it is calculated on and whether VAT is included.

Stock count#

Also called: Stock control, 86 (sold out)

A stock count tracks how much of an item is left, going down as orders are sold, so a restaurant can see what will run out and what to reorder. In kitchen slang, an item that has run out is “86’d”. The ordering system needs an off-sale switch too, so customers cannot order a dish the kitchen can no longer make.

Stripe Connect#

Also called: Connected accounts

Stripe Connect is Stripe’s product for platforms and marketplaces that take payments for other businesses. Each business has its own connected account, customers pay through the platform’s checkout, and Stripe pays the money out to each business, with the option for the platform to keep a fee. Software companies use it so that each restaurant is paid directly into its own account.

Source: Stripe, Connect, checked 28 October 2026.

Ticket printer#

Also called: Kitchen printer, Receipt printer

A ticket printer prints each order on a paper slip for the kitchen, and usually a receipt for the customer, as soon as the order is accepted. Most use thermal paper on 58mm or 80mm rolls and connect to the till by USB, network or Bluetooth. It is the simplest way to get online orders into a kitchen that already works from paper.

Upsell#

Also called: Cross-sell, Add-on suggestion

An upsell is a prompt that suggests a bigger size, an extra or a related item while the customer is ordering, such as “Add garlic bread for £2.50?” at the basket. Well-chosen upsells raise average order value without discounting. The best ones match what is already in the basket and stop at one or two suggestions, so checkout stays quick.

VAT on takeaway food#

Also called: Hot food VAT

For VAT-registered businesses in the UK, hot takeaway food is standard-rated at 20%, while most cold takeaway food is zero-rated, apart from items that are always standard-rated, such as crisps, sweets and some drinks. Food counts as hot if it is above room temperature when handed over and, for example, was heated to order or kept hot. Food eaten on the premises is standard-rated.

Sources: HMRC, Catering, takeaway food (VAT Notice 709/1) (section 4, hot and cold takeaway food); GOV.UK, VAT rates, checked 28 October 2026.

White-label app#

Also called: Branded app, Own-brand ordering app

A white-label app is an ordering app built on a provider’s shared platform but published under the restaurant’s own name, logo and colours, so customers see the restaurant’s brand rather than the provider’s. The restaurant gets its own App Store and Google Play listing without paying for custom development, and the provider maintains the software and its updates.

White-label driver app#

Also called: Driver app

A white-label driver app is a phone app for a restaurant’s own delivery drivers, branded for the restaurant or its software provider. Drivers see their assigned orders, addresses and directions, mark each order as picked up and delivered, and can share their live location so the customer can follow the delivery. It gives own-driver delivery the tracking customers expect from marketplaces.