How do I cancel an order?

Stefania Sarti
Stefania Sarti
  • Updated

Summary

This guide will explain how to cancel live orders directly through your Order Manager. 

A live order is an accepted order currently on its way to being delivered or hasn't been fulfilled, either still being prepared or awaiting the courier to pick it up. These orders may need to be canceled for a variety of reasons, such as out-of-stock items, extreme order volume, or even upon a client's request. 

Live orders from several delivery platforms such as Uber Eats, Doordash, Grubhub etc, can be cancelled directly from your 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 unsupported delivery platforms, you will need to contact or log in your delivery partner directly for manual cancellation. 


How to Cancel an Order in Order Manager

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

Screen_Shot_2021-08-26_at_12.19.01_PM.png

Once you click on the Cancel Order button, you'll be prompted to select a reason for the cancellation:

Screen_Shot_2021-08-26_at_12.24.14_PM.png

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. 

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

 


How to Mark an Order Unready in Native Order Manager

  1. In the order details page, select the three dots icon and then select Cancel.
    download - 2023-09-11T192207.313.png

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.
  • 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.

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request

Comments

0 comments

Article is closed for comments.