Decline or cancel an order

What is this? How you decline or cancel an order – with a reason. For the overview, see Order Centre. (How guests cancel on their own is governed by Cancellation window for guests.)

How you cancel

1. In the order, select „Decline/cancel order“.
2. Enter a reason (up to 500 characters). Quick-select chips speed this up.
3. Optionally, send the guest the reason as a pre-filled WhatsApp message – this only works if a usable phone number is available.
4. Confirm. The order moves to the cancellation archive.

Good to know

Later clearing the cancellation archive is not a data-protection deletion – see Tidy up archives and Access, deletion & anonymisation.

Next step: Inform customers & „Send to driver“