In short: your customer orders from your own website, you accept the order on the POS and pick “QMile” as the delivery method, then you wait for a driver to be assigned before you start cooking. The one rule you should never break: do not start preparing until “Driver assigned” appears.

When orders come through your own site instead of a delivery app, you keep the commission and you keep the customer. That leaves one question: who actually drives it? That is what a delivery partner — QMile — handles. It finds the driver and takes the order to your customer’s door, while the order itself stays yours from beginning to end.

This guide walks through the full cycle exactly as it appears on the POS screen.

Before you start: activating delivery

Delivery is not switched on by default. It takes one setup step:

Contact your Jaicome account manager and ask to enable delivery and link it to the logistics partner.
Once it is live, a delivery wallet is created for you with 100 SAR of starting credit — try the service, deliver your first orders today, and settle later.
Top the wallet up with enough credit to cover your delivery order fees.
Delivery fees are deducted automatically from that balance as each order is dispatched.

Important: if the wallet balance runs out, new delivery orders stop being dispatched to drivers. Keep a working balance at all times.

How to top up the wallet

Top-ups are currently made by bank transfer, and the QMile support team handles the process end to end. Contact them for the transfer details and to confirm your top-up:

QMile Support — wallet top-ups: +966 54 364 8082

The six steps to accepting a delivery order

1. The order arrives

A new order from your website appears on screen with a 5-minute timer and the full order details: items, address, distance and estimated time.

You get two clear choices: Accept or Reject.

2. Accept and choose QMile

Tap the green Accept button, then pick “QMile” from the “Accept delivery” list. The same list also offers other options such as local delivery with your own drivers or customer pickup — choose whichever suits this order.

As soon as you pick QMile, the system starts searching for the nearest driver.

3. Wait for driver assignment (the critical step)

The status shows “Awaiting driver”. This means QMile has not assigned a driver yet and the order is not finally confirmed.

Do not start preparing at this stage. An order cooked before the driver is confirmed can end up sitting on the pass going cold — or wasted entirely if no driver can be found.

4. A driver accepts

The status flips to “Driver assigned”, showing the driver’s name and phone number. You can call them straight from the screen in one tap if you need to coordinate the handover.

The order is now confirmed.

5. Start preparing

Once the driver is assigned, prepare the order. The kitchen ticket was already printed automatically when you accepted, so nothing needs re-entering. When the food is ready, tap “Mark ready”.

6. Hand the order to the driver

The driver collects the order and the status becomes “Out for delivery”, with live tracking until it reaches your customer’s door.

Common mistakes and how to avoid them

What happens	Why	Fix
The order alert disappeared	The five minutes elapsed	The order is not lost — find it under “New” and accept it from there
“Insufficient QMile credit”	The wallet is empty or low	Top up the balance and try again
Food ready and going cold with no driver	Preparation started while “Awaiting driver”	Always wait for “Driver assigned” first

FAQ

What commission does QMile take on the order value? There is no commission on the value of an order that comes from your own site. Only order-processing fees and online payment gateway fees apply, and the delivery fee itself is deducted from your wallet as the order is dispatched.

Who owns the customer data? You do. Orders arrive through your restaurant’s own website, so your customers and their order history belong to your restaurant — not to a middleman app.

How long do I have to accept an order? Five minutes before the alert dismisses itself. A dismissed alert does not mean a cancelled order; it stays available under “New”.

Can I use my own drivers instead of QMile? Yes. When you accept the order, choose “Local delivery” instead of “QMile” and you manage the delivery yourself.

What if no driver is ever assigned? The status stays on “Awaiting driver” and the order is not closed. That is exactly why you should not start cooking before assignment.

Do I need a Balady delivery permit? Yes — offering delivery in Saudi Arabia requires a municipal permit that is separate from any logistics partner. See home delivery requirements for restaurants and cafes.

Start taking your own orders

All of the above starts with one thing: an ordering website of your own. Build a digital menu and commission-free ordering site with Jaicome, switch on delivery from the Add-ons Store, and let QMile handle the road.