When to cancel an order
Sometimes an order needs to be cancelled — a key ingredient is unavailable, the customer phones to call it off, or the address turns out to be undeliverable. Cancelling promptly keeps your kitchen on track and lets the customer know what's happening.
Cancellation reasons
When you cancel an order, you'll be asked to pick a reason from a short list. The most common reasons are pre-built so you can cancel in two taps:
Out of stock
Customer requested
Cannot deliver to address
Closed for the day
Other (with a free-text note)
The reason is recorded against the order so you can review patterns later.
How to cancel an order
Open the order in either the dashboard or the merchant app.
Tap Cancel order.
Choose a reason from the list, or pick Other and add a note.
Confirm.
What happens next
The customer is notified by SMS and email straight away.
If the order was paid online, a refund is processed automatically.
The order moves to the Cancelled list and stops appearing in active orders.
Any loyalty points or coupon usage tied to the order are reversed.
Tips
Cancel as early as possible — once an order is being prepared, the kitchen has already started work.
If a customer cancels often, use the customer record to add a note for next time.
Track cancellation reasons monthly. If Out of stock keeps appearing, it might be time to adjust your stock or pause items earlier.