Work · CS-004
An order that always knows where it is
A food delivery platform operating across Latin America
Problem
An order is a promise made three times: to the person who is hungry, to the kitchen that has to cook it now, and to the courier who has to be at the door before it goes cold. The platform had grown faster than the systems keeping those three promises in sync. Every lunch and dinner peak turned into orders lost between apps, couriers sent to kitchens that had not started, and a support team that learned about a problem from the customer.
Solution
We rebuilt the life of an order as one state machine shared by the three apps, customer, restaurant and courier, so every screen reads the same truth at the same moment. Dispatch became event-driven instead of polled. The peaks were designed as the normal case, not the exception: the flow had to hold on a Friday night, in a city with bad coverage, on a phone that had just lost signal.
Outcome
An order that always knows where it is. Peaks stopped being incidents. The platform kept opening cities on the same flow, without calling us back.
What we left behind
One order model the three apps share, documented, and a team that owns it end to end.
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