How order cancellations affect restaurants

To meet user expectations, prepare and deliver orders on time. It's important to cancel as few orders as possible because cancellations affects the restaurant's rating. The fewer cancellations, the higher the rating and the more likely you are to receive orders.

Analyze why orders get canceled:

High workload, weekend, special events, or emergencies

If you can't accept orders temporarily, put the restaurant on pause in the Restaurants or Orders section. This way, you can prepare the orders you already have and avoid losing revenue and user loyalty.

We couldn't reach you by phone

Check the restaurant's contacts or update them in the 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.

The restaurant closed earlier than in the work schedule

Update the restaurant's business hours to reflect the real time you can accept orders. Also take into account the time it takes couriers to pick up orders.

Technical problems in the restaurant

At the start of the day, make sure your devices are in working order and the internet connection is good throughout the restaurant. It's best not to use old devices because the app may work slowly on them. 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.

Order never delivered

Call the user to arrange delivery before confirming the order. If you can't reach them by phone, contact support.

What happens after an order is canceled:

After an order is canceled, the restaurant is automatically hidden from users temporarily. This helps you figure out what went wrong so other users don't face the same problem and your performance indicators improve. The less often a restaurant cancels orders, the higher it appears in the list.

In the Orders section, you can see how long the restaurant will remain hidden.

Click Learn more to find out the reason. If an order is canceled because the The restaurant closed earlier than in the work schedule, you can reactivate the restaurant at any time. To do this, click Enable now.

When a restaurant is put on pause, the manager receives an email saying that the restaurant is temporarily hidden from users. You can view the manager's email and update contact details in the Restaurants section.

How to monitor order cancellation dynamics

In the 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. Select the restaurant and go to the Rating section to view this information.

The cancellation reason is shown in the card of the canceled order under its number and restaurant details.