What You’ll See
The tracking screen is split into two sections:Top Section — Live Map or Status Visual
The upper half of the screen shows either a live map or a status illustration, depending on where your order is in the process. What you see here changes automatically as your order progresses.Bottom Section — Order Details
The lower half shows two swipeable pages:- Order Details — your order number, total, delivery fee, driver tip, and vendor contact
- Ordered Products — a full list of every item in your order with quantities, prices, and any selected options
Order Status Stages
Your order moves through a series of statuses. Here’s what each one means and what you’ll see on screen.Placed
Your order has been confirmed and sent to the vendor. Payment has been processed (or pre-authorized for Express orders). The vendor hasn’t accepted it yet. On screen: “We’ve received your order and sent it straight to the kitchen!”Preparing
The vendor has accepted your order and the kitchen is working on it. On screen: “We’re preparing your food right now. Won’t be long!”Ready
The kitchen has finished your order. For pickup orders this is the moment you head over to collect it (“Your food is ready — head over to collect it!”). For delivery orders, it just means your food is now waiting for a driver (“Your food is ready and on its way to you soon.”) — a driver may already be matched behind the scenes, but the screen doesn’t change to show that yet.For delivery orders, the floating status card keeps showing “Preparing your order” all the way from Placed through Ready and even after a driver is assigned and heading to the restaurant — it only changes once the driver actually reaches the vendor. There’s no separate “driver confirmed” screen; the driver’s name and photo simply appear in the card once they’re assigned, without changing the headline.
Arrived at Pickup
The driver has arrived at the vendor and is collecting your order. On screen: “Picking up your order.” The live map is active and you can see their position in real time.En Route to Drop-off
Your driver has picked up your order and is heading to your address. The status card title changes to “Heading to you” and the live map shows their movement toward you.Arrived at Drop-off
Your driver has arrived at your delivery address. The status card title changes to “Driver has arrived!”Completed
Your order has been delivered or picked up. The card title reads “Order delivered!” and the Complete Order button appears at the bottom of the screen — tap it to leave a review and close out the order.Cancelled
If your order was cancelled (by the vendor, driver, or Local Pass), you’ll see a cancellation screen with next steps. See Refunds & Cancellations for what happens next.The Floating Status Card
For delivery orders, a card floats at the bottom of the map section. It shows:- The current status in plain language (e.g. “Heading to you”)
- Your estimated delivery time (ETA)
- A visual timeline with four steps: Preparing → At Pickup → En Route → Arrived
- Your driver’s name, photo, and rating
- Contact buttons to message or call your driver
Your Driver
Once a driver is assigned to your order, you’ll see their profile in the status card:- Name and photo
- Star rating (shown to one decimal place, e.g. 4.8)
- Delivery method — by car, bike, or on foot
Message
Tap the message icon to open a live chat with your driver. If there are unread messages, a badge will appear on the icon. You can use chat to clarify your address, share buzzer codes, or ask about your order status.Call
Tap the phone icon to call your driver through the app. The call is connected through Local Pass’s anonymized calling system — your personal phone number is not shared with the driver.Pickup Orders
Pickup orders show a different experience on the tracking screen:- Instead of a live map, you’ll see a photo of the vendor location
- The current status and estimated ready time are shown prominently
- When the status changes to “Ready for pickup”, the Complete Order button appears
Completing Your Order
When your order arrives (delivery) or is ready (pickup), a green Complete Order button appears at the bottom of the screen. Tap it to:- Mark your order as complete
- Leave a review (optional but appreciated)
- Return to your order history
You must tap Complete Order to fully close the order. If you close the app without completing, the order will still be visible in your Orders history and you can complete it from there.
Getting Support During an Active Order
If something goes wrong while your order is active — wrong address, missing items, delivery issue — you can reach support directly from the tracking screen. Tap the Support button next to your order number at the top of the Order Details page. This opens a chat with the Local Pass support team, pre-filled with your order number, status, vendor name, and delivery address. You can also contact the vendor directly using the phone button shown next to their name in the Order Details section.Order Tracking for Different Fulfillment Types
Push Notifications
Local Pass sends push notifications at key status changes so you don’t have to keep the app open. You’ll receive a notification when:- Your order is accepted by the vendor
- A driver is assigned
- Your driver arrives at the restaurant
- Your driver is on the way
- Your driver has arrived at your door
- Your order is ready for pickup