How do I cancel an order? How do I recover a cancelled order?

How do I cancel an order? How do I recover a cancelled order?

How do cancelled orders work?

Alert
Some delivery apps will 'Cancel' orders if not accepted on the klikit Store App.  Please use the device!
Cancelled Orders encapsulate orders that have either been (a) cancelled by Staff on the Store App or (b) cancelled by the Delivery Apps due to some other reasons.  

For Cancelled Orders - you want to be able to track the reasons why these orders got cancelled.  Ensure that your Staff when cancelling an order select the correct cancellation reason so you and your teams can go back later and figure out what might be going wrong.  

How do I cancel an order?

We understand that sometimes you or your customers may need to cancel orders, and it's important for you to know how to cancel these in the app. In this guide, we'll provide you with clear instructions on how to cancel orders on the app and where to find and review canceled orders. Let's get started!
  1. On the app, go to the Orders tab located at the bottom of the screen and locate the order you wish to cancel. In this case, we'll use order #1001


  2. Once you have located the order you wish to cancel, you should see an "X" icon. Tap on that and a cancellation prompt will appear. Simply select the cancellation reason from the drop down and press "Reject" to cancel the order.
  3. Once done, the order should be successfully cancelled and payment reversal should be triggered if the order was prepaid.
Important Notes:
  • Cancellation Window: Orders can only be cancelled before they are tagged as READY. If the cancellation option is not available, it means the order has already been processed.
  • Refunds: Depending on the payment method used, refunds may take a few business days to process. Check our refund policy for more details.

How do I see my cancelled orders?

There are two ways in order to locate cancelled orders. 
1. In your HOME SCREEN, you will be able to see the number of cancelled orders in comparison to the previous day. You may also filter the date and time by pressing the button on the upper right portion of the Order Summary. 



2. In your ORDER HISTORY, you may manually locate the cancelled order under History tab if you know its order number. You may also filter the Cancelled Orders by pressing the filter button. Scroll down to the bottom and tick the box "Cancelled" under Status section and click "Apply filters". This will display all cancelled orders only. 

 


If you believe orders are cancelled BUT should not be - then please contact Support.  

What if I accidentally cancel an order?
For any order that is accidentally canceled by the merchant. There are ways for the order to be recovered based on the provider.

For GrabFood, the order settings are automatically set to receive an order, however, in the event that an order is canceled by GrabFood or a customer, please contact Grab via their Merchant Help Centre. Alternatively, you may also contact them via their Merchant Live Support Hotline at 03-27881300.

For foodpanda, orders can be paid for via Cash on Delivery, just ask the customer to place their order again in order to recreate or replenish the order on your Klikit dashboard.

For Deliveroo, if you have an urgent query for an order that's currently in progress you can contact our Live Order support team on 65 3158 5489.

For Uber eats, you can either ask the customer to place their order again or you contact Uber Eats Support to repopulate the order.  

For Oddle, contact their Support Team at support@oddle.me or chat with us by clicking on the Speech Bubble at the bottom-right corner of the page.



Need Help? Contact us on Live Chat
Info
Tap "Live Chat" button on the right bottom corner your screen

    • Related Articles

    • How do I see new orders? How do I edit an order? How do I troubleshoot the Order Dashboard?

      Managing your orders has never been easier with klikit! This guide will help you navigate and optimize your use of the klikit Order Dashboard, from understanding its layout to troubleshooting issues. What is the klikit Dashboard? The klikit Dashboard ...

    • What is the Order Dashboard?

      The klikit Order dashboard serves as your central hub for managing and viewing all aspects of your order deliveries. From this home screen, you can easily access and control your current and past orders based on brands, locations, status, and ...

    • What data is available on klikit Analytics?

      klikit Analytics is a comprehensive, consolidated, and real-time view of your data from the food delivery apps you use, your webshop and social media channels. Get all your data in one powerful dashboard! What data can I see on the app? Our goal with ...

    • How do I set up the Order Widget?

      What is the Order Widget? Many restaurants and food businesses rely on online ordering to boost sales and improve customer experience. Most businesses already have websites set up, and but do not yet have a seamless way of taking orders from their ...

    • How do I manage GrabExpress deliveries for Webshop orders?

      klikit can connect you with GrabExpress’ extensive driver network! Not only do klikit Webshops help unlock a new sales channel, but it also enables seamless delivery to your customers. klikit has integrated with the GrabExpress to ensure you are able ...