2.4 What to do if you can’t accept an order

We try to avoid declining orders as much as possible to keep our customers happy! If you can’t make the time or date a customer has selected, please don’t decline straight away.

Firstly, get in touch with your customer to see if you can rearrange the time/date for the collection or delivery of the food. Often people are happy to be flexible, and have only chosen that particular time/date at checkout because they have to.  Suggest the closest available time you can, and apologise for the inconvenience. 

If you are unable to rearrange and you need to decline the order:

• Click the #ordernumber in your cook dashboard.

• Change the order status to ‘Decline Order’ and click ‘Update.’

• You must contact the buyer via the order notes or email, apologising for the declined order so that they know what is going on.

• Please email us at: info@allaboutthecooks.co.uk so that we know about the cancelled order, and then we can refund the customer. 

cancelled order

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