Why Do Orders Get Canceled on YUMBI and How Can You Prevent It?

Why Do Orders Get Canceled on YUMBI and How Can You Prevent It?

A canceled order, also known as a failed order, occurs when a customer places an order through any YUMBI channel and the order is either declined by the store, not accepted on the GSM printer, or fails to print due to internet issues affecting the POS and the GSM printer is off.

When an order fails on the POS system (it will attempt for 2.5 minutes), it will then be routed to the YUMBI GSM printer. The GSM printer will ring for another 2.5 minutes, and if the order is not accepted, it will automatically fail.

Failed Order warning

Just before the order fails, a warning SMS will be sent to the configured number on the store to receive failed order notifications.

First SMS

The first SMS will read: An order by [Customer Name] looks like it is about to fail.' [Order Link]

Second SMS

If the order still isn't accepted another SMS will be sent: An order by [Customer Name] has just FAILED.' [Order Link]

In addition to enabling customers to place their own orders online, restaurants can efficiently capture call-in orders through YUMBI Switchboard.

How to prevent failed orders

  • Ensure the POS system is always connected to the internet.
  • Keep the GSM printer on to serve as a backup.
  • Press the green 'OK' button each time the GSM printer rings.

If the restaurant cannot accept orders for any reason, set the store as offline on the YUMBI Dashboard. Click here to learn how. The store will then appear as unavailable on the website, app and Switchboard.

Here are some reasons why an order may be canceled

  • The order was placed at the incorrect store.
  • The customer may have ordered a menu item that is out of stock.
  • The store has not updated its configured delivery zones with YUMBI, leading to orders being placed outside of delivery areas.