Cancelling an order or removing an item

An unpaid order can be cancelled entirely, or you can remove items from it. Every cancellation asks for a reason and, if the kitchen had already prepared something, the till puts a figure on the loss. An order that is already paid is not cancelled: it is refunded.

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Cancel the whole order#

1. Open the In progress tab and tap the order to expand it.
2. Tap More actions: the "Order #…" window opens. Go to the Cancel tab.
3. Choose the Reason: Customer left, Entry error, Item unavailable, Duplicate, Customer request or Other.
   • For Other, write the reason (at least 3 characters). The bare word "Other" is refused.
4. If items had already gone to the kitchen, answer Already prepared in the kitchen? (see below).
5. Tap Confirm the cancellation. The button stays greyed out until the reason and the answers are complete.

The till warns: "This action is irreversible. Stock will be restored if needed." If the order had already been sent to the kitchen, a cancellation ticket prints in the kitchen, with the reason.

Remove an item or a quantity#

Edit tab (it is no longer offered once the order is ready: it can then only be cancelled): with − and +, or Delete, adjust the lines; totals are recalculated. Removing quantities asks for the same reason and the same "Already prepared?" question. Adding a quantity asks nothing. Tap Save changes.

If you delete every line, the order is cancelled.

"Already prepared in the kitchen?"#

The question is only asked for items already sent to the kitchen. An item never sent costs nothing.

For each line, tap Prepared or Not prepared. For several units of one item, say how many were prepared ("2 of 3"). All prepared and Nothing prepared are quicker. The till shows the Loss as you go: what was prepared is lost, the rest cost nothing.

• With the kitchen screen, the answer is pre-filled from the line's status (preparing, ready or served = prepared). You can correct it.
• Without a kitchen screen, you must answer for every line sent.

Who can cancel?#

• Owner and manager: directly.
• Others: the till asks for a manager's PIN or wristband ("Authorisation required"). A cashier can also be given the "Can cancel / edit orders" right in Team. The approving manager is written to the activity log.
• After several wrong codes, the till locks for a few minutes.
• Offline, you cannot edit, cancel or refund: the order stays as it is until the internet is back.

What happens to stock?#

When a whole order is cancelled, stock is given back, except the already prepared part, which stays consumed (products, recipe ingredients and meal-deal components). When you only remove items (Edit tab), stock only moves if the "Exact stock" option is on.

Where to find the loss#

• Z report: a Cancellations section ("Orders (n)", "Products removed (n)") with the of which already prepared, lost line. The section amount is the value of the cancelled orders, not the loss.
• Z e-mail: "Cancellations & edits", with the reason, the person, who approved and, per line, "2 already prepared, lost (60.00 MAD)" or "not prepared".
• Analytics app: a Cancellations card with "of which … lost".
• Till history: "Reason: …" on a cancelled order, and the "Items cancelled" tag on an order that carried on.