Order Issues - Cancel/Refund An Order

Welcome to KloudEats Merchant Tutorial, where we walk you through the process of canceling or refunding an order.

Common Steps for Cancelling or Refunding an Order

Let's first understand the common steps involved in the cancellation/refund process. These steps apply to all cancellation and refund scenarios:

1. Select the Order: Locate and select the order you want to cancel or refund on your tablet.

2. Tap the "Issue" Button: Once the order is selected, tap on the "Issue" button.

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3. Choose Cancellation or Refund: Select the "Cancel/Refund (Partial or Full)" option.

4. Select a Reason: Tap on "Select Reason" and open the dropdown menu labeled "Please select a reason."

5. Review Options: Choose the most appropriate reason for the cancellation or refund.

Cancellation and Refund Scenarios

Each situation may require slightly different actions depending on whether it’s a paid pickup or delivery order or a pay later pickup order. Below is an explanation of the various scenarios that may arise and what they mean.

Paid Pickup Order Scenarios

Customer Cancelling Before Order is Confirmed
Definition: Customer is requesting to cancel the order before the restaurant has confirmed it. Restaurant can offer a full refund but can retain the surcharge.
Customer cancelling after order is confirmed.
Definition: Customer is requesting to cancel the order after the restaurant has confirmed it. Restaurant can offer a full refund but can retain the surcharge.
Restaurant cancelling before order is confirmed.

Definition: Restaurant is cancelling the order before confirming it. Restaurant can offer a full refund.
Restaurant cancelling after order is confirmed.

Definition: Restaurant is cancelling the order after confirming it. Restaurant can offer a full refund.
Item(s) not available.

Definition: A single or multiple items that are ordered by the customer are out of stock. This option will not cancel the order, but it will allow you to offer the refund for items that are not available and prepare the rest of the order as usual.
Customer cancelled item(s).
Definition: Customer has requested to cancel a single or multiple items that are ordered. This option will not cancel the order, but it will allow you to offer the refund for items that are cancelled by the customer and prepare the rest of the order as usual.
Order is missing item(s).
Definition: The order that customer has received is missing one or more items.
Order has wrong item(s).
Definition: The order that customer has received has one or more wrong items.
Some or all items are expired or bad.
Definition: The order that customer has received has some or all expired or bad items.
Some or all items were packaged poorly and spilled.
Definition: The order that customer has received has some or all items packaged poorly and are spilled.
Ignored special instructions for some or all items.
Definition: The order that customer has received has some or all items that are not prepared according to customer’s special instructions.
Hair or debris found in one or more items.
Definition: The order that customer has received has hair or debris found in some or all items.
Entire order is wrong.
Definition: The order that customer has received is entirely wrong.

Paid Delivery Order Scenarios

Item(s) not available.
Definition: A single or multiple items that are ordered by the customer are out of stock. This option will not cancel the order, but it will allow you to offer the refund for items that are not available and prepare the rest of the order as usual.
Customer cancelled item(s).
Definition: Customer has requested to cancel a single or multiple items that are ordered. This option will not cancel the order, but it will allow you to offer the refund for items that are cancelled by the customer and prepare the rest of the order as usual.
Order is missing item(s).
Definition: The order that customer has received is missing one or more items.
Order has wrong item(s).
Definition: The order that customer has received has one or more wrong items.
Some or all items are expired or bad.
Definition: The order that customer has received has some or all expired or bad items.
Some or all items were packaged poorly and spilled.
Definition: The order that customer has received has some or all items packaged poorly and are spilled.
Ignored special instructions for some or all items.
Definition: The order that customer has received has some or all items that are not prepared according to customer’s special instructions.
Hair or debris found in one or more items.
Definition: The order that customer has received has hair or debris found in some or all items.
Entire order is wrong.
Definition: The order that customer has received is entirely wrong.
Driver has tampered with the order.
Definition: Customer has complained that the order has been tampered with or has been opened before delivery. Restaurant can offer a full refund and request reimbursement from Delivery Provider. Visit our help center for more details.
Order is missing the main item(s) but restaurant added it.
Definition: Customer has complained that the order is missing the main item(s) but restaurant did add it when driver picked up. Restaurant can offer a partial refund and request reimbursement from Delivery Provider. Visit our help center for more details.
Order is missing the side item(s) but restaurant added it.
Definition: Customer has complained that the order is missing the side item(s) but restaurant did add it when driver picked up. Restaurant can offer a partial refund and request reimbursement from Delivery Provider. Visit our help center for more details.
Order is partially damaged because of driver.
Definition: Customer has complained that the order is partial damaged but restaurant packaged it properly. Restaurant can offer a partial refund and request reimbursement from Delivery Provider. Visit our help center for more details.
Order is completely damaged because of driver.
Definition: Customer has complained that the order is entirely damaged but restaurant packaged it properly. Restaurant can offer a full refund and request reimbursement from Delivery Provider. Visit our help center for more details.
Driver has delivered wrong order.
Definition: Customer has complained that the order is entirely wrong but restaurant handed over the correct order to the driver. Restaurant can offer a full refund and request reimbursement from Delivery Provider. Visit our help center for more details.
Customer requested to adjust/reduce/remove tips.
Definition: Customer has complained about the behavior of driver and requested to reduce or remove the tips. Restaurant can offer a partial refund and request reimbursement from Delivery Provider. Visit our help center for more details.
Customer never received the order, but driver picked up.
Definition: Customer has complained that they have not received the order but the driver has picked up the order from the restaurant. Restaurant can offer a full refund and request reimbursement from Delivery Provider. Visit our help center for more details.
Driver picked up the order very late.
Definition: Customer has complained that they have received the order late but the driver picked it up very late from the restaurant. Restaurant can offer a partial refund and request reimbursement from Delivery Provider. Visit our help center for more details.

Pay Later Pickup Order Scenarios

Customer cancelling before order is confirmed.
Definition: Customer is requesting to cancel the order before the restaurant has confirmed it. Restaurant can offer a full refund but can retain the surcharge.
Customer cancelling after order is confirmed.
Definition: Customer is requesting to cancel the order after the restaurant has confirmed it. Restaurant can offer a full refund but can retain the surcharge.
Restaurant cancelling before order is confirmed.
Definition: Restaurant is cancelling the order before confirming it. Restaurant can offer a full refund.
Restaurant cancelling after order is confirmed.
Definition: Restaurant is cancelling the order after confirming it. Restaurant can offer a full refund.

Example Scenario: A customer places a pickup order with the Pay Later option, but the restaurant cancels the order before confirming it.

Follow the common steps outlined in the starting of this article.
When selecting the reason, choose "Restaurant cancelling before order is confirmed."
Tap on the Next button. In the refund amount field, enter $0 and tap Confirm.
The order will be canceled.

By following this article, you can manage order issues and provide customers with a seamless cancellation/refund experience.