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When an order doesn’t work for your kitchen, decline it from the order page and tell us why. The decline isn’t final right away: we reach out first to see if we can work things out with the customer.
Decline an order
1. From your Orders page, click the Needs Attention tab. New orders wait here until you accept or decline them.
2. Click Review Order to see the order’s details.
3. Click Decline at the top of the order page.
4. Choose the reason that fits best, like Kitchen is busy or Pricing is incorrect.
5. Add an explanation of at least 10 characters, so we know what happened.
6. Click Decline Order to send your request. Depending on your reason, we may suggest a next step. For a pricing issue, we offer to help you update your menu.
7. Click Cancel to close the popup and go back to the order. The order now shows Decline Requested. It isn’t declined yet: before we confirm the decline, we reach out to see if we can work things out with the customer.
How declining an order works
- A decline isn’t final until we confirm it. Once we do, we email you and the customer.
- Some reasons also close that kitchen for the order’s date, so no new orders come in for it: No delivery people, Not enough notice / too last minute, Kitchen is busy, Outside of business hours, Business is temporarily closed, Business is permanently closed, and Other. To reopen the date, click it again on your days off calendar.
- If that kitchen has other orders the same day, you’ll confirm you can still fulfill each one before you can send the decline.
- Declined orders can lower your place in search results.
- You can decline an order only before you accept it.
- The next step we suggest depends on your reason. It can point you to your menu, business hours, delivery areas, or days off, or let you ask us about courier partners when delivery is the problem.
What if I can’t fulfill the other orders that day either?
Email us right away at support@catercow.com, and we’ll help sort it out.