When you need to deny an order, our system streamlines the process to ensure that it's done efficiently and accurately. Here’s how you can access the denial features and what steps to take.
Denying an order
1. Begin editing an order
Begin by tapping the 'Edit order' button located at the bottom of your screen, which will open the edit order modal.
2. Engage with the customer
Once the edit modal is open, you should call the customer immediately. Discuss their needs to try and find a positive resolution. If adjustments to the order are necessary, proceed by selecting 'Begin editing order'.
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. Begin order denial
If the order cannot be fulfilled in its entirety, tap 'Deny order' at the bottom of the item list to initiate the denial process.
4. Select a reason for denial
You will need to choose the most fitting reason from the list provided for the order denial. If your specific reason is not listed, select 'Other' and provide a detailed explanation.
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!
What Happens Next?
After the order is denied, the customer will be notified, and the order will be canceled.
Please feel free to contact us if you have any questions.
Email: [email protected]