What should I do when a customer wants to change how they pay after ordering on WhatsApp?

Allow the change before the order goes out, confirm it in writing, and tell the rider. This stops cash being missed or collected twice.

• Switching from cash to online is easy before dispatch. After dispatch, ask the rider first.
• Send the payment details again in one clear message with the order number.
• If a payment fee applies for the new method, say so before they pay.
• Update the order note so the rider knows whether to collect cash.
• Do not release the order on a screenshot alone. Check that the money has arrived.