How do I cancel or update an order after it is placed?

How do I cancel or update an order after it is placed?

Cancelled Orders:

Currently, Switchboard does not have the capability to directly communicate with the restaurant to cancel an order that has already been placed. Therefore, the Call Centre must manually reach out to the restaurant to request the order cancellation. 

Updated Orders:

Once an order has been successfully submitted and received by the restaurant, it's not possible to update it using Switchboard. Instead, the suggested approach to deal with a request of this nature is as follows:

  1. If the customer would like to add a new product to their initial order, the Agent can create a new order for the same customer.
  2. If the customer would like to remove or amend a product in their initial order they will need to contact the restaurant directly to determine whether the order has been made.
  3. If the order has been made, the customer will need to be informed that their order can't be updated.
  4. If the order has not been made, the initial order will need to be cancelled following the steps described in the section above and a new order can then be captured by the Agent.


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