From kitchen to doorstep: what happens after you tap Order on klik

Before you tap Place order#

Most of what makes a delivery go well is decided in the minute before you order. Three choices before checkout do the most work.

• The branch. Some restaurants on klik have more than one branch. For those, klik lists every branch with its distance, delivery time and fee, nearest first, so you can pick the one closest to you.
• Notes for the restaurant. Ask for no extra sauce, mark allergies such as peanut, egg or dairy, and set dietary preferences. Allergies you add are shared with the restaurant.
• Directions for the rider. Choose Call before, Use map pin, Don't knock or Leave at receptionist, type a note, or record a short voice note: "blue gate after the pharmacy, third floor" is quicker to say than to type.

You can also schedule the order for a later slot inside the day's ordering window. Then pick how to pay. The app shows the final total, delivery included, before you confirm.

Step 1: the order reaches the restaurant#

The moment you tap Place order, the restaurant sees it in the klik Partner app, the app restaurants keep open on the counter during service. Staff accept it there. In your app, the order moves from Placed to Accepted, and from this point the klik app shows a live ETA.

If you change your mind, now is the time. You can cancel within a short window after ordering, as long as no rider has been assigned yet. After a rider is on the way to the restaurant, a cancellation may carry a partial fee. The terms of use have the details.

Step 2: the kitchen cooks#

The status changes to Preparing. The kitchen works from your order and the notes you left. The klik app only lists restaurants that are open and cooking when you browse, so an order placed inside the window goes to a kitchen that is working.

Step 3: a klik rider is assigned#

Every klik rider is a full-time, salaried employee of KLIK INVESTMENT PLC, paid daily and insured, riding a klik electric bike. Riders work out of four stations, in Piassa, Summit, Bole and Lebu, and a rider is sent from the nearest one.

The rider goes to the restaurant and collects the packed order from the counter.

Step 4: on the way#

The status changes to On the way. The Track Order screen shows the rider moving on the map, along with the ETA. You do not have to keep the app open: on iPhone, since klik 2.0, the same updates appear on the Lock Screen, and from there you can call the rider or jump back into live tracking.

Step 5: at your door#

The rider hands the order over and the status changes to Delivered. If you chose cash on delivery, this is when you pay the rider. Afterwards the app asks you to rate the delivery.

Across Addis Ababa, a klik order takes about 45 minutes from the moment it is placed to the handover, on average. Groceries average about 30 minutes.

When something is not right#

Late, cold, or missing an item: tell klik. Since klik 2.2, you can do it inside the app. Open Profile, go to Feedback, choose what it is about, then add a note, a voice message or photos. The report gets a status you can follow until it is sorted, so you are not left wondering whether anyone read it. If you would rather talk to a person, call 664.

Timing your order#

You can order from 08:00 to 21:00, every day, public holidays included. 21:00 is the last moment to place an order; anything accepted by then is still delivered by the riders working it, so the last handovers of the day happen after the line closes. Individual restaurants keep their own hours, which is why the list in the app changes through the day.

For the payment step, see every way to pay on klik. For the features that made live tracking and voice notes possible, see the klik 2.0 release.