Customer Cancellation Process
Customers can cancel their ezCater orders in their customer portal up to 24 hours before the delivery time. At this point we let customers know that we will contact them if there are any fees incurred (from you) for cancelling their order.
If a customer cancels their order, you will receive an order notification via text/email and push notification (iOs app) and the order will show in your ezManage account:
Confirm the cancellation by clicking the button on the task card or after opening up the Order Details page. If you don't confirm, our Customer Service team will reach out to the restaurant and confirm the cancellation with a manager.
Last Minute Cancellations
Customers that need to cancel their orders less than 24 hours from the event time will need to reach out to our Customer Service team. We will call the restaurant and speak with a manager to inquire about any cancellation fee needed to cover food that has been prepared for the order. If you choose to charge the customer a percentage of the order for cancellation, it will be based off of the order subtotal.
Custom Cancellation Policy
You have the option of providing a custom cancellation policy which will be visible to customers when viewing your menu.
Example custom cancellation policy: All orders cancelled less than 12 hours from delivery will incur a 50% fee.
This will be visible by customers at the bottom of the page when viewing your menu:
To set a custom cancellation policy please reach out to Partner Success.
FAQ:
- Will customer cancellations affect my Canceled Orders performance metric?
- No, customer cancellations will never affect your performance or your search ranking in the marketplace.
- How am I paid for cancellation fees?
- Cancellation fees will be paid out just as any completed orders in the next billing cycle via ACH direct deposit.
- Where can I view orders that are canceled by customers?
- You can view all canceled orders in the Canceled section of the Orders Tab in ezManage. Here you'll see who has canceled the order and the reason provided.