How order cancellations affect restaurants
High workload, weekend, special events, or emergencies
If you can't accept orders temporarily, put the restaurant on pause in the My restaurants or Orders section.
We couldn't reach you by phone
Check the restaurant's contacts or update them in the My restaurants section.
Missing item
Check the order summary before you accept the order, and update the stop list as often as needed. If you've already accepted an order but can't prepare it in full, call the user and offer a replacement for the missing item.
Technical problems in the restaurant
If everything is in order, but you're still experiencing technical issues, contact support.
Order prepared incorrectly
Check if the order summary in the app matches the prepared order before handing it over to the courier. Follow user instructions for the order and add utensils if necessary.
What happens after an order is canceled
In the Orders section, you can see how long the restaurant will remain hidden.
You can view the manager's email and update contact details in the My restaurants section.
Important
You can only change a restaurant's contact details if you have expanded account access. To get expanded access, open your account → Support → Account → Account access.
How to monitor order cancellation dynamics
In the My restaurants section, you can monitor your cancellation rating and view personalized tips on how to reduce the number of canceled orders. Recommendations are based on your most frequent cancellation reasons.
Alert
If a restaurant's cancellation rating drops to 1.0, we may suspend our partnership until the issue is resolved.