In the fast-paced world of convenience and deliveries, ensuring order accuracy and customer satisfaction is paramount. This guide will walk you through each step, ensuring you can efficiently and effectively make any necessary changes to an order.
Why edit an order?
There are several reasons why you might need to edit an order, including store operational concerns like out-of-stock items or a customer deciding to change the order details. Adjustments might include altering item quantities, removing items, or even denying an entire order. Such flexibility ensures that businesses can retain revenue and customer satisfaction in real-time scenarios.
Editing an order
To edit an order, follow these steps:
1. Begin editing an order
Tap the 'Edit order' button located at the bottom of the screen, to the left of the 'Ready for pick up' button. This will open the edit order pop-up modal.
2. Engage with the customer
Once the edit order modal is open, you will be prompted to call the customer. This step is crucial to ensure you meet the customer's needs and achieve the most positive outcome for all parties. After communicating with the customer and understanding their needs, tap 'Begin editing order' to adjust the order as needed.
Note: When a PIN is displayed you are required to input that number to complete the call to the customer
Important: Some delivery partners require you to call from the number associated with the store account so please ensure all store information is up to date and you have access to the number listed for the store.
3. Edit order items
There are two ways to edit an order: editing an order item or denying the order completely.
a. Adjusting item quantity
To adjust an order item quantity, tap the minus sign on the item card.
Note: You are only able to reduce the number of items based on the original quantity, you may not increase the item quantity or add new items.
b. Removing an item
To remove an item from an order tap the minus button on an individual item until the quantity is set to 0 and the 'Item removed' note appears.
c. Substituting an item (Beta)
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To substitute an item from an order tap the substitute button on the individual item.
Afterward, choose a substitute item from either recommended options or by searching your inventory. The substitution item's total cost must be equal to or less than that of the original item's total cost.
Once you have chosen a suitable substitute, you can adjust the quantity as needed or undo your selection.
📖 Learn more about Order Substitutions.
Save the edit
After editing the order in the edit modal, save all changes by tapping 'Save edit'. If you close the modal before saving, your changes will not be implemented.
Important: All edits are final once saved and can not reversed!
4. Deny an order
If you are unable to fulfill the entire order, follow these steps:
a. Begin order denial
Tap the 'Deny order' button below the items in the edit order modal.
b. Select denial reason
You will be prompted to select a reason for order denial. Choose the reason that best fits your scenario. If you do not see your reason for denial, please select 'Other' and provide us with some details outlining why you denied the order.
Denial actions: Once you have selected that reason you may be asked to complete the following actions such as provide more context and mark items out of stock.
Important: All order denials are final and can not be reversed!
📖 Learn more about Denying an Order.
Additional tips
Before saving the edits, double-check all the changes made to ensure they are accurate and meet the customer's requirements - Once saved all edits are final
Always communicate clearly and professionally with the customer to understand their needs and expectations.
Please feel free to contact us if you have any questions.
Email: [email protected]
Phone: +1 (267) 263-7197