What do I do if a customer order fails?

If a customer order is not successfully received by the restaurant and the order was placed through either StoreFront or a Call Centre Agent, an SMS notification is sent to the mobile number configured for the Call Centre on Switchboard.

This SMS contains the details of the order, including the store where it was attempted to be placed, as well as the customer name and contact number and is intended to proactively warn the Call Centre that the customer needs to be contacted.

If the order is placed by the customer using the brand website, they will also receive the SMS notification to let them know the order was not successful, however, if the order was placed by a Call Centre agent they will not receive the SMS notification. As a result, the following recommended steps should be taken whenever a failed order notification is received:

Steps to take when a customer order fails:

Step 1:

Open the applicable brand website.

Step 2:

Navigate to the Orders Tab to view all customer orders that have been placed at the outlet associated with the brand and to which the Call Centre has access to view (See Figure 1).

Step 3:

Click on the Successful drop-down and select the "Unsuccessful" option and then click on the "Filter" button. This will filter the results to display only failed orders (See Figure 2).

Step 4:

Click on the view link located on the left-hand side of the relevant order. This will redirect the Agent to a detailed summary of the order (See Figure 3).

Step 5:

The detailed summary includes information about the customer such as their name and contact number, as well as the delivery fee that may have been applicable for their failed order attempt.

Step 6:

If the order was placed by a Call Centre Agent and less than 15 minutes has passed, the Call Centre should attempt to resubmit the order using Switchboard without notifying the customer of the issue.

Step 7:

If the order was placed by a Call Centre Agent and more than 15 minutes has passed, the Call Centre should contact the customer to notify them of the issue and determine whether they would still like the order to be submitted to the outlet for processing.  

Figure 1: Order Tab View

Figure 2: Unsuccessful Filtered Orders

Figure 3: Failed Order Summary

• Related Articles

• What notification does a customer receive after placing an order?

  After a customer places an order through the YUMBI Platform, the system immediately processes it and sends a confirmation to the customer via SMS or email, based on their chosen preference. This notification confirms whether the order has been ...

• How do I view a customer's order history on Switchboard?

  Switchboard, the YUMBI Call Centre platform, retains each customers' order history to easily create repeat orders. To view a customer's previous orders, please follow these steps: Step 1: Locate the customer record using the steps outlined in the ...

• How can I check the status of a customer order?

  To check a customer order's status—successful, failed, or rejected by the store—refer to the bottom of the slip. For online payments, this section indicates whether the transaction was successful or failed, with failed orders marked as "Order ...

• How are cancellations and updates to a customer order handled?

  The YUMBI Platform facilitates the placement of initial customer orders with restaurants but does not support modifications or cancellations of those orders. Customers desiring to change or cancel their initial orders must directly contact the ...

• What happens if an order failed and the customer redeemed a voucher?

  In the unlikely event of an order failing to get through to the restaurant due to a communication error, timed out order or rejected order, a refund request will immediately and automatically be processed by the YUMBI Platform. The customer will be ...