The Orders API enables your system to receive, manage, and track customer orders coming from third-party marketplaces integrated with Kitchenhub.

🧭 How It Works (Overview)

At a high level:

Orders are received from marketplaces (e.g., DoorDash, Uber Eats, etc.).
Kitchenhub processes and normalizes the data.
Your system receives the order via a webhook notification or retrieves it via polling.
You can respond to the order (accept, cancel, etc.) using the API.

🚀 Webhook Notifications (Recommended)

Kitchenhub sends real-time notifications for new orders to a dedicated webhook endpoint.

How It Works:

Configuration: In your Kitchenhub integration, configure your webhook URL to point to the endpoint on your server that will handle order notifications. The correct endpoint is:
```
POST /webhooks/
```
Delivery: When a new order is received, Kitchenhub sends a POST request to /webhooks/ with the order payload.
Acknowledgment: Your server must respond with an HTTP 200 (OK) status to confirm receipt.
Processing: Once acknowledged, the order can be managed via subsequent API calls.

💡
Using webhooks ensures minimal delay for real-time order processing.

📦 Order Payload Example

Below is an example payload that aligns with the specification:

{
  "order_id": "123456",
  "status": "new",
  "store_id": "store_001",
  "scheduled_time": null,
  "customer": {
    "name": "John Doe",
    "phone": "+1234567890"
  },
  "items": [
    {
      "item_id": "burger_001",
      "name": "Cheeseburger",
      "quantity": 2,
      "modifiers": [
        {
          "name": "Extra cheese"
        }
      ]
    }
  ],
  "total_price": 19.99,
  "delivery_type": "pickup",
  "marketplace": "Doordash"
}

Notes:

For more info about webhooks payload go here.

🔁 Order Status Lifecycle

The standard order statuses are as follows:

Status	Description
`new`	The order has been created and is awaiting processing.
`accepted`	The order has been accepted; the preparation time has been set.
`completed`	The order has been prepared and ready to be handed off to the customer or courier.
`cancelled`	The order has been cancelled (by the customer, system, or store).

🕒
Orders should be responded to within the time window defined by the provider (typically up to 5-15 minutes).

📥 Managing Orders

Accept Order

Endpoint:
```
PUT /orders/{order_id}/status/
```
Description: Accepts the order and sets the preparation time.
Request Payload:
```
{
  "status": "accept",
  "prep_time": 30
}
```
where prep_time is the preparation time in minutes.
Response: HTTP 200 OK upon successful acceptance.

📘
In some cases, the provider may send an already accepted order and not support changing the order status to "accepted." In such cases, the orders will arrive with the "accepted" status already applied.

Cancel Order

Endpoint:
```
POST /orders/{order_id}/status/
```
Description: Cancels the order.
Request Payload:
```
{
  "status": "cancel"
}
```
Response: HTTP 200 OK upon successful cancellation.

Retrieve Orders (Polling)

If your system does not support webhooks, you can periodically poll for new orders:

Endpoint:
```
GET /orders/
```
Description: Retrieves a list of orders in JSON format (an array of order objects).

🚧
Polling is an alternative method for retrieving orders. We don't recommend using it due to the limitation on API calls (no more than one request per minute).

🧪 Testing

Kitchenhub provides a staging environment where you can validate and test your integration. In the staging environment you can:

Webhook Testing:
Validate webhook delivery by sending test orders to the /webhooks/order endpoint.
Order Management Testing:
Test your order acceptance and cancellation logic using the respective endpoints (PUT /orders/{order_id}/status/).
Mock Order Endpoint:
In addition to the above, Kitchenhub provides a mock order endpoint that allows you to simulate incoming orders without affecting live data. To create a test order, send a POST request to the mock order endpoint in the staging environment:
```
POST /mock/order/
```
Check out our postman collection.

This test order is processed like a real order, allowing you to verify the end-to-end flow of order creation, processing, and management in your staging environment.

❓ FAQ

Why do some orders arrive with a status other than new?

Orders may already be in accepted, completed, or cancelled status if they were processed on another device (e.g., a POS system or tablet connected to the same provider account). The webhook will always reflect the current state of the order.

Why I cannot accept an order?

If the provider is already connected to another POS, aggregator, or Kitchenhub restaurant, your integration can be in not main account (read only) mode. You won’t be able to accept or cancel orders in that case.

Why can’t I cancel an order after accepting it?

Once an order has been accepted, it cannot be cancelled through our API. Some providers (like DoorDash) enforce this rule strictly.

Why is DoorDash cancelling my accepted orders?

If the order was accepted on a tablet and not acknowledged by your integration, DoorDash may cancel it via API. To prevent this, restaurants must disable or disconnect their DoorDash tablet when using Kitchenhub.

Why was the order cancelled before we accepted it?

If an order is not accepted within the provider’s timeout window, it will be automatically cancelled by the provider.

What happens if I ignore several orders?

If your integration repeatedly fails to accept orders, the provider may temporarily disable the store. In that case, it will need to be manually reactivated. We strongly recommend handling all orders promptly.

Why is customer contact info or address missing?

Some providers intentionally hide customer data (phone, email, or address) for privacy reasons. This is common with certain delivery partners.

Can I filter which orders are sent to my webhook?

Yes. You can configure webhook delivery filters by status, delivery type, or other attributes. Contact us to set this up.

Why doesn’t the total order price match the sum of items?

We do not calculate totals — all pricing data comes directly from the provider. Minor differences may exist due to promotions, taxes, or rounding logic used by the marketplace.

Can item modifiers be nested?

Yes. Some providers support nested options (e.g., sauce inside a combo meal). Kitchenhub reflects these structures in the modifiers field if available.

Why is the price calculation slightly different for each provider?

Each marketplace has its own tax, discount, fee, and rounding rules. Kitchenhub displays pricing exactly as received — we do not normalize amounts.

Do all providers support scheduled orders?

No. Some providers do not send scheduled orders in advance. These orders are often delivered as ASAP orders shortly before prep time.

What is automatic order release for DoorDash?

We support an automatic order release mode for DoorDash to streamline high-volume operations. Contact our support team to learn how to enable it.

Why do some orders arrive with delay?

While most orders arrive in real time, some may be delayed by a few minutes depending on the provider’s infrastructure and delivery status updates.

What happens if item mapping fails?

If your menu is mapped with item IDs and we can’t match an incoming item, we’ll return null for partner_id. It’s up to you to decide how to handle such unmatched items (e.g., notify staff, flag the order, etc.).

When do driver details appear?

Driver details (name, phone, vehicle info) may not be available at the time of order creation. They are usually added later in a follow-up webhook update.

🔠 Order Model

The Order object is fully detailed below, and we’ve also included a sample instance here. This Order object will contain an ID field that you’ll need later to confirm the order, so please keep track of it. All incoming orders will have a status of NEW.

The Order object always contains these top-level properties.

Property	Type	Nullable	Description
order	Object	No	Basic order info
provider	Object	No	Provider info
store	Object	No	Store info
customer	Object	No	Customer info
items	Array[Item]	No	List of order items
delivery	Object	No	Delivery info
payment	Object	No	Payment info
charges	Object	No	Charges info
timestamps	Object	No	Dates and times info

order object

Property	Type	Nullable	Description
id	Integer	No	ID of order on KitchenHub side
external_id	String	No	ID of order on the provider side
number	String	No	Human readable order number
daily_number	Integer	No	Serial order number for the current day
type	String	No	The type of order, can be either `pickup`, `delivery` or `dinein`
status	String	No	The status of order can be either `new`, `accepted`, `completed` or `canceled`
notes	String	Yes	Customer notes. `null` if notes not set
paid	Boolean	No	Whether the order paid or not
asap	Boolean	No	Whether order ASAP or for future
add_disposable_items	Boolean	Yes	Whether to add disposable items or not
prep_time_minutes	Integer	Yes	Preparation time selected while accepting an order. `null` if the order was accepted using the provider's app

provider object

Property	Type	Nullable	Description
id	String	No	Provider identifier.
name	String	No	Human readable provider name
merchant_id	String	Yes	Merchant ID on the provider side.
store_id	String	Yes	Store ID on a provider side.

location object

Property	Type	Nullable	Description
id	String	No	Location ID on KitchenHub side
partner_location_id	String	Yes	Location ID on partner side. Can be set via API while creating a location or through KitchenHub web dashboard
name	String	No	Location name on KitchenHub side
street	String	Yes	Location street
city	String	Yes	Location city
state	String	Yes	Location state
zipcode	String	Yes	Location zipcode
lat	Float	Yes	Location latitude coordinate
lon	Float	Yes	Location longitude coordinate

store object

Property	Type	Nullable	Description
id	String	No	Store ID on KitchenHub side
partner_store_id	String	Yes	Store ID on partner side. Can be set via API while creating store or through KitchenHub web dashboard
name	String	No	Store name on KitchenHub side

customer object

Property	Type	Nullable	Description
name	String	No	Customer name
email	String	Yes	Customer email. `null` if email is not available on a provider side
phone_number	String	Yes	Customer phone number without country code. `null` if it is not available on a provider side
phone_code	String	Yes	Additional phone code if a provider uses phone masking. `null` if it is not available on a provider side

item object

Property	Type	Nullable	Description
id	String	Yes	ID of menu item on provider side
partner_id	String	Yes	ID of menu item on your side
name	String	No	Name of menu item on provider side
quantity	Integer	No	Quantity of order item
price	String	No	Price of order item
original_price	String	No	Raw price of order item.
instructions	String	Yes	Customer notes for order item
options	Array[Option]	No	List of options for order item

option object

Property	Type	Nullable	Description
id	String	Yes	ID of menu option on provider side. `null` if item ID is not available in order data
partner_id	String	Yes	ID of option on your side
name	String	No	Name of menu option on provider side
quantity	Integer	No	Quantity of item option
price	String	No	Price of item option
original_price	String	No	Raw price of item option.
modifier_name	String	Yes	Name of menu modifier on provider side, for example: Choose size. `null` if modifier name is not available in order data

delivery object

Property	Type	Nullable	Description
type	String	No	Indicates who is responsible for delivery - restaurant or provider
status	String	Yes	Current delivery status. Can be either `started`, `arriving`, or `delivered`. `null` if order type is `pickup` or delivery by provider.
notes	String	Yes	Delivery notes. `null` if delivery notes are not set
address	Object	No	Delivery address info
courier	Object	No	Courier info

address object

Property	Type	Nullable	Description
country	String	Yes	Delivery country. `null` if order type is `pickup`
street	String	Yes	Delivery street. `null` if order type is `pickup`
city	String	Yes	Delivery city. `null` if order type is `pickup`
state	String	Yes	Delivery state. `null` if order type is `pickup`
zipcode	String	Yes	Delivery zip code. `null` if order type is `pickup`
unit_number	String	Yes	Additional unit number. `null` if order type is `pickup`
latitude	Float	Yes	Delivery latitude. `null` if order type is `pickup` or data not available
longitude	Float	Yes	Delivery longitude. `null` if order type is `pickup` or data not available

courier object

Property	Type	Nullable	Description
name	String	Yes	Courier name. `null` if order type is `pickup` or courier is not assigned yet
photo_url	String	Yes	Courier photo. `null` if order type is `pickup`, courier is not assigned yet or this data is not available on the provider side
phone_number	String	Yes	Courier phone number. `null` if order type is `pickup`, courier is not assigned yet or this data is not available on provider side
status	String	Yes	Dispatching status. Can be either `pending` or `assigned`. `null` if order type is `pickup`

payment object

Property	Type	Nullable	Description
method	String	No	Name of payment method used to pay for an order

charges object

Property	Type	Nullable	Description
subtotal	String	No	The amount before any taxes, tips, discounts, or fees.
tax	String	No	The amount of tax applied to the subtotal based on the tax rate.
tips	String	Yes	The amount of gratuity or tips given to a courier.
restaurant_tip_amount	String	Yes	The amount of tips that go directly to the restaurant.
discount	String	Yes	The amount deducted from the subtotal due to promotions or offers.
total	String	No	The final amount after applying taxes, tips, discounts, and fees.
commission	String	Yes	The fixed fee charged by the platform or service provider (not for all providers).
processing_fee	String	Yes	The fee charged for processing payments, usually based on transaction amount.
adjustment	String	Yes	Any modifications to the order total, such as refunds or corrections.
tax_payout	String	Yes	The amount of tax that needs to be paid to tax authorities by restaurant. Could be 0, if tax collected by a marketplace.
delivery_fee	String	Yes	The fee charged for delivering the order to the customer.
service_fee	String	Yes	A fee for using the platform or service to the customer.
payout	String	Yes	The actual amount the restaurant receives after all fees and commissions.
other_fee	Object	Yes	Any additional fees not categorized above, such as packaging or special service fees.

timestamps object

All timestamps are in UTC formatted according to ISO8601 standard.

Property	Type	Nullable	Description
placed_at	String	No	date and time when the order was created on the provider side
created_at	String	No	date and time when the order was created on the KitchenHub side
accepted_at	String	Yes	date and time when the order was accepted on the KitchenHub side
cancelled_at	String	Yes	date and time when the order was canceled on the KitchenHub side
cancelled_by	String	Yes
completed_at	String	Yes	date and time when order was canceled on KitchenHub side
pickup_at	String	No	date and time when the order should be ready for pickup by the customer or courier
delivery_at	String	Yes	date and time when order should be delivered
scheduled_for	String	Yes	date and time when order should be delivered if order is for future (`asap==false`)

📝 Order Example


{
  "order": {
    "id": 5501505922269184,
    "external_id": "4ae18552-60a8-11ee-8553-abf2eec4f777",
    "number": "201523913381757",
    "daily_number": 15,
    "type": "delivery",
    "status": "completed",
    "notes": "Contactless delivery, Please don't ring the doorbell.",
    "paid": true,
    "asap": false,
    "add_disposable_items": true,
    "prep_time_minutes": null,
    "data": {
      
    }
  },
  "provider": {
    "id": "grubhub",
    "name": "GrubHub",
    "merchant_id": "2626147",
    "store_id": "c212a250-3b69-45ab-9184-03fb2072x7xx"
  },
  "store": {
    "id": "c212a250-3b69-45ab-9184-03fb2072x7xx",
    "name": "The Spot Asian Food Hall",
    "partner_store_id": null
  },
  "customer": {
    "name": "Ari S",
    "email": null,
    "phone_number": "3012136310",
    "phone_code": null
  },
  "items": [
    {
      "id": "6035887902",
      "name": "2 Proteins",
      "quantity": 1,
      "price": "22.25",
			"original_price": "22.25",
      "instructions": null,
      "options": [
        {
          "id": "6035887894",
          "name": "Sushi Rice",
          "quantity": 1,
          "price": "0.0",
					"original_price": "0.0",
          "modifier_name": null
        },
        {
          "id": "6035887878",
          "name": "Mango",
          "quantity": 1,
          "price": "0.0",
					"original_price": "0.0",
          "modifier_name": null
        },
        {
          "id": "6035887903",
          "name": "Seaweed Salad",
          "quantity": 1,
          "price": "0.0",
					"original_price": "0.0",
          "modifier_name": null
        }
      ]
    },
    {
      "id": "6027293408",
      "name": "Magic Roll",
      "quantity": 1,
      "price": "13.45",
			"original_price": "13.45",
      "instructions": null,
      "options": [
        
      ]
    },
    {
      "id": "6027293408",
      "name": "Magic Roll",
      "quantity": 1,
      "price": "13.45",
			"original_price": "13.45",
      "instructions": null,
      "options": [
        
      ]
    },
    {
      "id": "6035887902",
      "name": "2 Proteins",
      "quantity": 1,
      "price": "16.75",
			"original_price": "16.75",
      "instructions": null,
      "options": [
        {
          "id": "6035887894",
          "name": "Sushi Rice",
          "quantity": 1,
          "price": "0.0",
          "modifier_name": null
        },
        {
          "id": "6035887867",
          "name": "Avocado Egg Salad",
          "quantity": 1,
          "price": "0.0",
					"original_price": "0.0",
          "modifier_name": null
        },
        {
          "id": "6035887922",
          "name": "Organic Tofu",
          "quantity": 1,
          "price": "0.0",
					"original_price": "0.0",
          "modifier_name": null
        },
        {
          "id": "6035887912",
          "name": "Sesame Seed",
          "quantity": 1,
          "price": "0.0",
					"original_price": "0.0",
          "modifier_name": null
        }
      ]
    }
  ],
  "delivery": {
    "type": "provider",
    "address": {
      "country": "US",
      "street": "1234 Bettstrail Way",
      "city": "Rockville",
      "state": "MD",
      "zipcode": "20854",
      "unit_number": null,
      "latitude": 39.07294,
      "longitude": -77.17325
    },
    "courier": {
      "name": "Donald V",
      "photo_url": "https://s3.amazonaws.com/d5eb54503152.png",
      "phone_number": "2407930399",
      "status": "assigned"
    },
    "status": null,
    "notes": null
  },
  "payment": {
    "method": "CREDIT CARD"
  },
  "charges": {
          "discount": "0.0",
          "commission": null,
          "processing_fee": null,
          "adjustment": null,
          "tax_payout": "0.0",
          "restaurant_tip_amount": "0.0",
          "delivery_fee": null,
          "subtotal": "66.84",
          "total": "72.44",
          "tips": "0.0",
          "service_fee": null,
          "tax": "5.6",
          "payout": null,
          "other_fee": {}
        },
  "timestamps": {
    "placed_at": "2023-10-01T22:20:26Z",
    "created_at": "2023-10-01T22:21:44Z",
    "pickup_at": "2023-10-01T23:45:00Z",
    "accepted_at": "2023-10-01T23:14:44Z",
    "cancelled_at": null,
    "cancelled_by": null,
    "completed_at": "2023-10-01T23:30:45Z",
    "delivery_at": "2023-10-01T23:45:00Z",
    "scheduled_for": "2023-10-01T23:45:00Z"
  }
}