How do I cancel an order?

Stefania Sarti
Stefania Sarti
  • Updated

Summary

This guide centers around the cancelation of 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 delivery platforms do not support this feature, only allowing cancellations to be done either directly through their platforms or via their own Support channels. For those unsupported delivery platforms, you will need to contact or log in your delivery partner directly for manual cancellation or have the customer reach out to or log in to their delivery platforms.


Cancelling Supported Live Orders on Web Order Manager

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

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

To cancel an order, select the order you would like to cancel and then click on the Cancel Order button

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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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Once you select a reason for the cancellation, click on Cancel this order, and your order will be canceled. If successful, you will receive a confirmation. If the cancellation fails, customers can try again or reach out to our Support team.

 

NoteThis feature only works with Doordash, Grubhub, Uber Eats, and Postmates at this time. If you run into any issues with cancellations or need to cancel orders from other delivery partners, please contact them directly. 

Doordash 855-973-1040 
Grubhub 877-799-0790
UberEats & Postmates 833-275-3287 
ChowNow 888-707-2469
SkipTheDishes 855-200-7547

Cancelling Unsupported Live Orders on Web Order Manager

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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Viewing Canceled Orders in Web Order Manager

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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Clearing Canceled Orders on Web Order Manager

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 in New Order Manager

  1. In the order details page, select the three dots icon and then select Cancel.
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FAQ

How do I cancel live orders for unsupported delivery platforms?

For unsupported platforms, you will need to reach out directly to the delivery platform or log in to the delivery platform portal to cancel the order.

The cancelation is failing for a supported platform(s)

If you have been trying unsuccessfully to cancel an order from a supported platform, please reach out to our Support team immediately through the chat box in your Order Manager for further assistance.

The cancel button is not available for a supported platform(s

If you can't see the Cancel button on the order details, and you know it is a supported delivery platform, please reach out to our Support team through the chat box in your Order Manager for further assistance.


 

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.
  • SMS/Text or Telephone - Send us a text or give us a call anytime at 1-888-681-8837 for prompt service from our support experts.

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