How to Cancel a Live Order in Order Manager

April Lara
April Lara
  • Updated

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The following process should be used to cancel live orders through Order Manager

Customers may want or need to cancel live orders for several reasons, such as upon a client's request, due to out-of-stock items, duplicate orders etc. It is essential to know that orders can only be cancelled before being fulfilled and delivered to the client. 

Several delivery platforms allow cancellations through Order Manager, however, some do not. For supported platforms, it is a simple and straightforward process. For unsupported platforms, customers need to reach out to or log in to their delivery platforms.


User Instructions

Cancelling live orders for supported delivery platforms

  1. On the Active orders list on Order Manager, choose the order that needs to be cancelled.

  2. Within the orders details pop-up, click on the Cancel order button, on the right-hand side.

  3. If the order is from a supported delivery platform, customers need to choose a reason for the cancellation from the pop-up list.
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  4. If it's from an unsupported delivery platform, customers will see a pop-up message telling them to reach out to their delivery platform.

  5. Customers should get a confirmation message on the bottom of their screen when cancellation is successful. If it fails, customers can try again or reach out to our Support team.

  6. Once the order is cancelled, customers will see a Cancelled red tag on the top right-hand side of the order details pop-up OR a Cancelled tag on the side of the order within the Active orders list.
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  7. Customers can clear cancelled orders from the Active order list by clicking on the order and choosing the Clear order button on the bottom right-hand side.
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Cancelling live orders for unsupported delivery platforms

  1. For unsupported platforms, customers need to reach out directly or log in to their delivery platforms' portal to cancel the order.
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If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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