What should I do when a customer is rude or angry in a WhatsApp chat?
By the Menuthere editorial team · Last updated
Stay polite and short. Say sorry for the problem, ask one question to understand it and offer a fix. Do not argue in writing.
- Wait a minute before you reply, so you do not answer in anger.
- Say sorry that the customer is upset, without blaming anyone.
- Ask one question to find out what went wrong.
- Offer a clear fix, such as a replacement, a refund or a discount next time.
- If they keep being abusive, stop replying and block the number.
Check the facts before you reply
On your Menuthere link the order, items and status are recorded in your dashboard, so you can check the facts calmly before you reply and not argue from memory.
Next questions
Sources (2)
- Menuthere online ordering, Menuthere, read 24 October 2026
- Menuthere WhatsApp ordering, Menuthere, read 24 October 2026