Merchant Technology Glossary
Your comprehensive guide to merchant technology and food delivery terminology.
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Cloud Kitchen
A delivery-only restaurant that operates without a dine-in area, focusing exclusively on fulfilling orders from delivery platforms. Also known as a ghost kitchen or dark kitchen.
Commission Fee
The percentage charged by delivery platforms (typically 15-35%) on each order processed through their marketplace.
D
Dark Store
A retail distribution center that fulfills online orders only, without serving walk-in customers. Common in quick commerce and grocery delivery.
Delivery Aggregator
A platform or software that combines orders from multiple food delivery services into one interface for merchant management, eliminating tablet hell.
Direct Ordering
When customers order directly from a restaurant's own website or app, bypassing third-party delivery platforms and avoiding commission fees.
F
F&B (Food & Beverage)
The industry sector encompassing businesses that prepare and serve food and drinks, including restaurants, cafes, bars, and catering services.
Food Court
A shared dining space with multiple food vendors, common in shopping malls and commercial buildings. Requires specialized POS and order management systems.
Franchise Management
Systems and processes for managing multiple franchise locations, including centralized menu control, performance analytics, and operational standards.
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Menu Sync
The automatic synchronization of menu items, prices, and availability across multiple delivery platforms from a single source of truth.
mPOS (Mobile Point of Sale)
A portable payment device that allows merchants to accept card payments anywhere, typically using a smartphone or tablet with a card reader attachment.
Multi-Brand Operations
Running multiple restaurant brands from a single kitchen, maximizing kitchen utilization and reaching different customer segments on delivery platforms.
Multi-Tenant
A software architecture where a single instance serves multiple customers (tenants), each with isolated data. Common in cloud-based restaurant management systems.
O
Omnichannel
A unified approach to sales and customer engagement across all channels—dine-in, delivery, pickup, and direct ordering—providing a seamless experience.
Order Aggregation
The process of consolidating orders from multiple delivery platforms (GrabFood, Foodpanda, GoFood, etc.) into a single dashboard or system.
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Q
QR Ordering
A contactless ordering method where customers scan a QR code to access a digital menu and place orders directly from their smartphone.
QSR (Quick Service Restaurant)
A fast food restaurant that emphasizes speed of service, with limited menu options and minimal table service. Examples include McDonald's, KFC, and Subway.
T
Tablet Hell
The operational nightmare of managing multiple tablets from different delivery platforms, each with its own interface, notifications, and workflows.
3PD (Third-Party Delivery)
Delivery services provided by external platforms like GrabFood, Foodpanda, or DoorDash, rather than the restaurant's own delivery fleet.
3PL (Third-Party Logistics)
Outsourced logistics services including warehousing, fulfillment, and delivery. In F&B, often refers to last-mile delivery partners.