How to edit the order summary

If you can't prepare part of an order:

1. Clicknext to the item that you can't prepare, followed by Change.
   

2. Call the user and ask if they want to remove the item, replace it, or cancel their order.
   

3. Make changes to the order:

   If the user wants to remove the item from the order, click the minus sign next to it. You'll see a message that the item is removed.
   
   If the user agrees to replace the item, click the minus sign next to it and you'll see a list of items from your menu. Select the new item that the user agreed to.

   Note

   If the customer asks to cancel the order before you confirm it, call support at +260761166384 for help canceling the order.

4. Check the changes and ask the user if everything is correct.

5. Click Save.
   

6. Inform the user that they'll receive a notification where they need to confirm the changes. If the user doesn't confirm the changes within 10 minutes, they'll be confirmed automatically.

If the order wasn't canceled, prepare it taking into account all the approved changes.

After talking to the user, make changes to the order summary. You can change it both before and after order confirmation. After you start editing the order summary, you have 15 minutes to change and save the order. The preparation time calculated for this order will be on pause while you're editing.

How to talk to users

Call the user if:

• You can't prepare part of an order.
• You can't follow the user's instructions for the order.

Try calling the user at least 3 times. If you can't contact them directly, call support at +260761166384 so they can help you approve changes or cancel the order.

Here's a dialogue template you can use:

— Hello, I'm calling from [name]. You placed an order on the Yango Deli website: [item 1], [item 2], and [item 3]. Is that correct?
- Yes.
- Unfortunately, we can't prepare [item 2] from your order. We can replace it with any other item from our menu, or remove it from the order.

If the user agrees to replace the item

— What would you like to replace [item 2] with? For example, we can offer you [item 4], [item 5], [item 6]...
— [Item 4].

If the new item is more expensive than the original item:

— Great! We'll change your order. After our conversation, you'll be asked to confirm the changes in the app. Please confirm them. Have a nice day.

If the new item is less expensive than the original item:

— Great! We'll change your order. The difference in price will be refunded to your card in the near future. After our conversation, you'll be asked to confirm the changes in the app. Please confirm them. Have a nice day.

If the user doesn't agree to change the order

— In that case, we'll have to cancel your order. Have a nice day.

What to do if the order price changes

If the customer agrees to replace an item, the price of the new item may be different.

If the new item is more expensive, you have to pay the difference. We'll only charge a fee based on the amount that the customer paid.

If the new item is less expensive, we'll refund the difference to the customer and charge a fee from the total order amount.

What to do if the user asks to add a new item to the order

If the user calls the restaurant and asks to add a new item to the order, change the order summary using the standard procedure.