A drive-thru handover recording checklist
A drive-thru order can leave the window in several parts: a bag, a drink tray and a second bag handed over later. To review a reported mix-up, you need to connect those visible actions to the same order. Start by checking what your recording actually covers.
Use this checklist to assess your own handover workflow. The scenarios are illustrative, and camera coverage must be checked at your restaurant. The ClipPack instructions below describe how to review an available recording in the app.
One order. Two handovers. What is actually visible?
Follow an illustrative order with two bags and one drink. The first handover happens at the window; the second bag leaves later, after the car has moved to a waiting bay.
Scroll through the workflow, or choose a step.
- 01
The first bag and drink leave the window
The clip shows the first bag and drink leaving the handover window. The second bag is still at the station, so this visible movement does not establish that the entire order has been handed over.
Visible: the first bag and drink leave.
- 02
The car moves; the second bag is still being prepared
In this example, staff prepare the remaining item while the car moves to a waiting bay outside the camera view. Check whether recording continues through the pause. If the clip ends, look for a separate recording of the later action.
Check coverage through the pause.
- 03
The second bag leaves the frame
The recording shows the second bag leaving the station later. The receiving car is outside the frame. The diagram stops the bag at that boundary because the footage does not show who receives it.
Visible: the bag leaves. Recipient unknown.
- 04
Review the sequence against the same order
Open Timeline, choose the date and zoom into the relevant hour. The example shows separate Ready clips in the handover device’s lane for order 417. Open each clip and compare its times with the receipt. Check the interval and any other relevant recordings; a space between blocks does not explain what happened off camera. The later recipient remains unknown.
Use the Timeline to find clips; review the footage to establish what is visible.
Illustrative handovers and a simplified Timeline view with fictional order details. The first three scenes show camera coverage; the last shows where to find separate clips. The waiting bay is outside the illustrated view. Check the actual footage: a pause is not necessarily a recording gap.
Run one complete handover through your recording setup
Use a practice order with the team. Review the resulting footage before relying on the setup for customer questions, and repeat the check after moving the camera or changing the station layout.
Check the bag, drinks and handover area
Identify where the order waits, where drinks are placed and where each part leaves the counter. Play back a practice handover with staff in their usual positions. Check for hands, equipment, window glare or stacked bags hiding the action. A view of the packing surface may end before the handover; record that coverage gap.
Include the start and the final item
Check whether the recording begins before the relevant items move and continues through the last bag or drink. Include a pause in the practice order, such as waiting for a second bag. If a recording ends during that pause, check whether the later handover has a separate record and how staff will identify it.
Match the order reference to the visible sequence
Compare the receipt, order number, restaurant, date and time with the recording. Use two practice orders at the station to check whether a reviewer can follow each one without guessing. If a label is unreadable or several orders share a clip, note which visual detail connects each bag to its order and where that connection becomes uncertain.
Confirm that the recording is available to review
Open the uploaded recording from the account used by an authorized reviewer. Check the displayed start and finish times and watch through the handover. A device being online is not enough to establish that this particular order has usable footage. Record the device and recording time in your setup notes.
Four situations to include in your check
Use your restaurant’s existing order-confirmation process at the window. Check these variations as well as a single-bag handover.
- Separate bags and drinks
- Follow each part of the order through the covered area. A bag leaving the counter does not establish that a drink placed beside it was collected.
- An interrupted handover
- When staff switch tasks or another order enters the same space, identify where the first order was left and whether the recording shows it being resumed.
- A waiting bay
- If a car moves forward to wait, distinguish the items passed through the window from items taken outside later. A window recording cannot establish a later handover beyond its view.
- A vehicle outside the frame
- Check whether the receiving vehicle is visible before concluding that a bag went to a particular car. A recording of a bag leaving the counter may show only that action.
Find and review the available ClipPack recording
Open Recordings and search the complete order number with a start and end date. Use the device filter when available. For a sequence spread across clips, open Timeline, select the day and zoom in. Compare the device, times and order labels before playback. A device’s own Recordings list is also available.
For a Ready recording, open its row menu and choose Play recording. Review the displayed start and finish times and watch each visible part of the handover. Staff with permission can use Edit order numbers to correct a label; that changes the association, not the recorded footage.
Uploading and Failed recordings do not offer playback. Check the device’s queued and failed uploads when footage is unavailable. Keep the device and recording time in your internal notes so an authorized teammate can reopen the clip. Playback links expire shortly and are not permanent sharing links.
Keep visible facts and unanswered questions separate
Write down the order reference, device, recording time and the point in playback that supports each observation. State whether the clip shows packing, movement from the counter or receipt by a visible person. Avoid treating one of those as proof of the others.
Respond through your usual customer-service process while checking any missing part of the sequence. If the issue concerns the contents of a bag, use the missing-item investigation guide to review packing separately. A recording can inform the response; it cannot reveal an opaque container’s contents or an unrecorded handover.
Continue with the next check
Use the investigation guide after a reported mix-up, and the installation guide when the camera view needs adjusting.