Mark Order Ready (MOR) indicates when an order is fully prepared and ready for pickup.

Keeping your MOR updates accurate helps reflect what’s happening in your store, improve order handling, and ensure fair outcomes across compensation and performance metrics.

When should I mark an order as “Ready”?

Only mark an order as “Ready” when:

• the order is fully prepared, and 

• the order is ready for delivery-partner pickup upon their arrival.

Avoid marking orders early, even if you’re almost done! This helps avoid issues with payouts, delays, and your store’s performance.

Why MOR accuracy matters

Accurate MOR updates allow the system to better understand what is happening in your store and make more reliable decisions.

1. Cancelled-order compensation

If an order gets cancelled, we check whether it was already prepared and are able to compensate you accordingly.

When your MOR is accurate:

• You’re more likely to get compensation faster

• You’re more likely to be fully compensated on the cancelled order

Compensation is assessed based on your MOR accuracy over the past 7 days:

• 80% or higher MOR accuracy → 100% compensation

• Below 80% MOR accuracy → 60% compensation, to help cover basic preparation costs

Note: This update will be rolled out to select merchants GrabFood progressively

2. Order Delay Rate (ODR)

If MOR is marked too early, delivery-partners may arrive before the order is actually ready. This can:

• Delivery-partners may arrive before the order is ready

• This leads to longer wait times and delays, negatively affecting your ODR

3. Top Service Programme

ODR is one of the metrics in the Top Service Programme. If your MOR is inaccurate, it may increase your ODR, which can lower your score and affect your store’s visibility and entitlements. Click here to learn more about the Top Service Programme.