Guests can send you a request to cancel or change an online order. These requests appear in your Owner Inbox, where you review each one and decide what action to take.
How guests send a request
Guests can send a cancellation or change request from the order confirmation, order details, or order status page on your website or branded app.
Select Get Help or Get Support.
Select Cancel my order or Change my order.
Choose a reason.
Enter a message explaining what they need.
Select Submit.
After they submit the request, the guest sees a confirmation that it was sent to your restaurant.
What happens after a guest submits a request
A guest request doesn't change the order automatically. It doesn't:
Cancel the order.
Issue a refund.
Edit the order.
Stop delivery.
The order stays the same until you review the request and take action.
Where to find guest requests
Guest cancellation and change requests appear in your Inbox as support messages. Open the message to review the guest’s reason and details.
How to handle a guest request
Review the order and the guest's message as soon as you can, especially if the order is being prepared or is scheduled soon.
Open the guest's message in Inbox.
Review the order and the guest's request.
Decide whether you can accommodate the request.
Use your existing order-management options to take any needed action.
Inbox doesn't have a separate button to approve or complete a cancellation or change request. The guest's request tells you what they need, and you decide how to handle the order.
FAQ
Does a guest request automatically cancel an order?
Does a guest request automatically cancel an order?
No. The order isn't canceled or refunded when a guest submits a request. Review the request and take any action you decide is right.
Does a request stop delivery?
Does a request stop delivery?
No. A guest request doesn't cancel or change delivery.
Can guests request changes as well as cancellations?
Can guests request changes as well as cancellations?
Yes. Guests can select Change my order and explain the change they need. Review the request in Inbox and decide what you can accommodate.
What if DoorDash or Uber Eats cancels the delivery?
What if DoorDash or Uber Eats cancels the delivery?
You'll see the cancellation in Inbox. If the guest also sent a request about that order, both show in the same message. Your guest isn't refunded automatically, so you decide how to handle the order.