Q: Why are customers still ordering items I've removed from my menu?
A: Menus are locked to the date the order was placed, not when it's fulfilled.
Example:
- Customer orders on Monday for Thursday delivery
- You as a partner, update your menu on Tuesday (it gets approved)
- However, Monday's order will still show Monday's menu—even though delivery is Thursday
Key point: All existing orders reflect your menu at the time they were placed, regardless of future delivery dates or menu changes made afterward.
Need to substitute an item? See: An item has been ordered that I can't provide, what should I do?
Important Note: If you need help as the latest menu change is impacting existing orders that were placed with an old menu, then you need to get in touch with our restaurant team. The possible outcome is that orders will need to be cancelled and replaced with the new menu.