Customer-initiated Order Cancellation Set Up

How to Cancel an Order After It's Placed

If you’ve made a mistake while placing your order, such as selecting the wrong venue, items, or payment method, customer can cancel it using our User-Initiated Order Cancellation feature.

How It Works

Customers can cancel eligible orders shortly after placing them, depending on how the brand and store have configured cancellation settings.

If cancellation is no longer possible, you’ll see a message:
“Sorry, it's too late to cancel your order now.”

Brand-Level Settings

Brand Managers can control whether customers are allowed to cancel orders across all stores.

There are two options:

• Activate for Stores: Enables cancellation for all stores under the brand.
• Allow Stores to Manage: Gives individual store managers the ability to enable or disable cancellations at their discretion.

To configure this, go to:
Configurations > Order Types > Settings tab
Then toggle Allow Order Cancellations.

Supported order types include:
Dine-in QS, Takeout, Delivery, Curbside, Pickup, and Drive-Thru.

Time Buffer for Cancellations

Once cancellation is enabled, you’ll need to define a time buffer—the window during which customers can cancel their order.

• This is set in seconds and applies to ASAP orders.
• The maximum allowed buffer is 300 seconds (5 minutes).

To set this up:

1. Enter the number of seconds in the Order Regret Buffer field.
2. Click Submit to save your changes.

Cancellation Experience by Platform

Mobile App

Customers will see a Cancel button during the defined buffer period after placing an order.

Cancellation buffer in Mobile app:

Web App

The same cancellation window applies, with the Cancel button visible for the configured duration.

Order cancelation buffer in Web app: