Order Cancellations Management Help Doc

Accessing the Order Management System

For all order cancellations, please use the dedicated tablet interface, as cancellations can only be processed through this device.

Cancelling an Order

1. Locate the Order: On your tablet, find the order you wish to cancel. Click on the three dots on the far right side of the order listing.
2. Initiate Cancellation: From the options displayed, click "Cancel Order".
3. Select Cancellation Reason: Choose a reason for the cancellation from the following options:

• Cannot Fulfill: Select this if your restaurant is unable to fulfill the order due to inventory or operational issues.
• Restaurant is Closed: Use this if the order was placed outside of business hours or if the restaurant had to close unexpectedly.
• Requested by Customer: Choose this if the cancellation request came directly from the customer.

4. Confirm Cancellation: After selecting the reason, click "Cancel Order" at the bottom of the screen to finalize the cancellation.
5. Order and Refund Process: The order will be canceled, and the customer will receive a full refund.

Important Notes

• Compensation: Please note that the restaurant will not be compensated for the canceled order.
• Extra Charges: Depending on the marketplace’s policy, an extra charge may apply for the cancellation.

Cancelation or rejection reasons

• Store Unavailable - Hours out of Sync: The order was received when the store was closed. Validate that the store hours are listed correctly.
• Store Unavailable - Closed or Remodel: The order was received when the store was closed. Possible reasons include: store closed early, kitchen busy, weather related issues, emergency closure, etc.
• Store Unavailable - Connectivity Issue: The order failed due to a connectivity interruption or POS appears offline. Typically correlated with 500, 504 errors.
• Experiencing high order volume and cannot prepare your order: The store is experiencing high volume and no longer has the capacity to prepare the order for the desired time. Merchant’s can cap the number of items that can be ordered over a given time period. For example, a kitchen can say they can only handle 5 pizza’s every 25 minutes. When a customer tries to order & the throttle limit has been hit, the order will be rejected and integration will propose a later pickup time.
• Pickup time sent in the order is no longer available.: Pickup time sent in the order is no longer available. Validate that the store hours are listed correctly.
• Store is disabled for online ordering. Store must be enabled to receive orders.: Store is disabled for online ordering. Store must be enabled to receive orders.
• Item Unavailable: Item or Item option is 86'ed/marked out of stock, but the status is not reflecting on DoorDash. Validate that the menu is up to date.
• This item is no longer on the Menu: Missing item or item options in menu This error occurs when there is a discrepancy between the menu data stored in the POS and the actual menu being displayed on DoorDash. It can lead to inconsistencies in item availability, pricing, or other menu-related details. Validate that the menu is up to date.
• Pricing Mismatch: Integration partner validates prices. The DoorDash menu prices are not in sync with what the partner has listed.
• Store is misconfigured : Store is misconfigured with incorrect integration ID.

Support

If you encounter any issues or have questions about how to manage order cancellations, please contact our support team:

• Email: support@gotabless.com
• Phone: 800-800-0098