How do I handle a cancelled WhatsApp order?

Set a simple rule before you cook: orders can be cancelled until you start preparing. If a customer cancels, reply politely, refund anything paid and mark the order cancelled.

• Say the rule in your confirmation, for example when an order can no longer be cancelled.
• Tell the kitchen at once so food is not made for a cancelled order.
• Refund anything already paid and say when it will reach the customer.
• Use a label such as Cancelled in the WhatsApp Business app. The app lets you create up to 20 labels.