Order Cancelation Reasons

Overview

This article explains the cancelation reason modal for Order cancellations on tablet. This functionality will be integrated into the MENU ordering system.

What does it do?

• It records a reason why the Order was canceled by staff members in the restaurant

• It shows when the User has canceled the Order, so that your restaurant crew is notified

• It generates reports in the CMS, based on cancelation reasons collected

How does it work?

Here's a breakdown of how Order Cancelation flow looks like, depending on different scenarios. Let's take a look!

Restaurant cancelation

• The cancelation reason modal appears after selecting the cancel option from a drop-down menu

• The first reason in the list is automatically preselected by default

• If there are many cancelation reasons, the modal opens in full-screen mode with extra scrolling functionality

• Pressing outside of modal or on the X button will close the modal

• The Order is canceled after selecting the Cancel order button

User cancelation - Interactions

• If Notifications are enabled in the CMS, the staff members working in the restaurant will get a cancelation notification with a sound playing on the Tablet App when the Order is canceled by the User

• When the notification card is pressed, the interface will scroll its position to the past Orders, where the canceled Order will be shown

• If the User presses outside of the notification card, the notification options will disappear

Please note: This flow is handled the same way as when a new Order is received. This flow will be implemented for internal and external Channel Orders.

Hungerstation specific

Here's a closer look on how Order Cancelation can be setup specifically, based on the use case for Hungerstation. This is the first Delivery Aggregator that we support the cancelation feature for and we will expand to all supported Aggregators in the near future.

• Hungerstation Orders can be canceled in any State of Order, including:

  • On hold Order

  • Active Orders

  • Past Orders

  • Manual Orders

• Hungerstation cancelation reason modal has separate reasons list compared to the MENU generic cancelation reasons list

• Hungerstation cancelation reasons list is as follows:

  • Items unavailable

  • Store closed

  • Customer canceled

  • Driver didn’t arrive

  • Delivery late

  • Store has too many orders

  • No response from vendor

  • Technical issue

MENU specific

• This modal will replace our current menu Order cancelation flow on the Tablet App

• The MENU cancelation reason modal has a generic cancelation reasons list

• MENU generic cancelation reasons list is:

  • Item unavailable

  • Customer canceled

  • Store closed

  • Cannot fulfill delivery

  • Other

Manual Orders vs. POS Error orders - how do they look like?

We intend to keep visual differences between Manual and POS Error Orders recognizable when they are moved to the past Orders:

• When a Manual or POS Error Order is moved to the past Orders, we are keeping the red color applied on Order cards in the Order list

• We keep Manual Order or POS Error text label as well

• Also, we will tag if these Orders are canceled or refunded

• Order details screen will stay unchanged and will reflect the current state of the Manual or POS Error Order

CMS

Here's the information on what kind of reporting this functionality provides:

• A Cancelation Reasons report can be generated on a Brand level

• While generating reports, all report filters that are applied will be considered and data will be generated based on that filtering

• The report is generated as XLSX file that can be downloaded

Reporting file structure

And here's how this report looks like once downloaded:

Customizing Order Cancelation language

If there's a need, the language of Order Cancelation can be customized in the CMS.