To provide an excellent customer experience, it's important to accept orders as soon as possible, and within the order acceptance times outlined in your contract. Here are the key steps to ensure seamless order processing:
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Accepting Orders Promptly: Click 'Accept Order' promptly upon viewing the order. This immediate action contributes to the efficient handling of orders.
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Adhering to Acceptance Timeframes: Different orders come with varying acceptance timeframes specified in your partnership agreement. These timeframes are strategically set to facilitate effective communication with the customer and allow for alternative arrangements in the unlikely event that you are unable to fulfil the order.
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Order Acceptance Times:
- (a) Within 24 hours for orders received with more than 48 hours’ notice.
- (b) Within 2 hours for orders received with less than 24 hours’ notice.
- (c) Within 15 minutes for orders received on the same day as the scheduled delivery.
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Declining an Order: If, for any reason, you cannot accept an order, please request to decline it on the orders page. For more information, please check out this article: I'm unable to fulfil an order, how do I request to cancel it?
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Customer Care Operating Hours: Our Customer Care Team is available to assist you from Monday to Friday (07:00-19:00). To contact them about an order cancellation, please reach out via our restaurant contact form, selecting 'Editing Order', 'I Need to Cancel an Order' from the drop-down menu.