Tracking and receipts

An order has two waits in it. The first is Layout building the cart, which can take a few minutes at a restaurant it has not ordered from before. The second is the kitchen making your food, which is the restaurant's clock.

While Layout is working

You get a tracking link as soon as a build starts. It updates on its own and shows where the order is: building the cart, waiting for your confirmation, placing it. The link closes on its own a little after the order wraps up.

You can also ask. "Where is my order" works in the same chat, and your assistant checks with Layout rather than guessing.

On iPhone, an order in progress shows on your lock screen as a Live Activity while it runs.

Texts and notifications

Layout texts the phone number on your account at the moments that matter:

• Your cart is ready and you have not confirmed it yet: the items, the total and the card, with how to place it and when the cart expires.
• A code, when an order needs one. See confirming and paying.
• The order is placed: the store, the pickup time when the restaurant shows one, and a link to your receipt.
• The order failed, when you were not there to see it: what happened, and whether anything was charged.

The iPhone app sends order alerts only, never marketing.

Your receipt

When an order is placed you also get a receipt by email. Every receipt is in your account at account.layout.link, under Orders, and in the iPhone app.

The receipt in your account shows the items, the restaurant's subtotal and tax, Layout's service fee, the total and the card it was charged to, and the pickup details the restaurant gave: the name on the order, the address, the pickup time and any pickup instructions.

When the restaurant emails its own receipt, Layout keeps it with your order, where you can open it, and uses it to fill in details such as the order number and pickup time. Where the restaurant states its own subtotal and tax, those are the numbers Layout records.

A failed order keeps its receipt too, and where the total would be it says Not charged.

When Layout is not certain

Layout tells you an order was placed only when it has evidence that it was. A confident wrong answer either way is dangerous: "it failed" makes you order again and pay twice, and "it worked" sends you to a counter with nothing on it. If Layout cannot tell, it says so. See when an order fails.

The pickup itself

Give your name at the counter. The order is already paid, so there is nothing to settle.

If it is not there, do not reorder through Layout to fix it. Start with the help center: fix a wrong, late, or missing order.