How do cancelled orders work?
Some delivery apps will 'Cancel' orders if not accepted on the klikit Store App. Please use the device!
Cancelled Orders encapsulate orders that have either been (a) cancelled by Staff on the Store App or (b) cancelled by the Delivery Apps due to some other reasons.
For Cancelled Orders - you want to be able to track the reasons _why_ these orders got cancelled. Ensure that your Staff when cancelling an order select the correct cancellation reason so you and your teams can go back later and figure out what might be going wrong.
How do I cancel an order?
We understand that sometimes you or your customers may need to cancel orders, and it's important for you to know how to cancel these in the app. In this guide, we'll provide you with clear instructions on how to cancel orders on the app and where to find and review canceled orders. Let's get started!
- On the app, go to the Orders tab located at the bottom of the screen and locate the order you wish to cancel. In this case, we'll use order #1001
- Once you have located the order you wish to cancel, you should see an "X" icon. Tap on that and a cancellation prompt will appear. Simply select the cancellation reason from the drop down and press "Reject" to cancel the order.
- Once done, the order should be successfully cancelled and payment reversal should be triggered if the order was prepaid.
Important Notes:
- Cancellation Window: Orders can only be cancelled before they are tagged as READY. If the cancellation option is not available, it means the order has already been processed.
- Refunds: Depending on the payment method used, refunds may take a few business days to process. Check our refund policy for more details.
How do I see my cancelled orders?
There are two ways in order to locate cancelled orders.
- In your HOME SCREEN, you will be able to see the number of cancelled orders in comparison to the previous day. You may also filter the date and time by pressing the button on the upper right portion of the Order Summary.
- In your ORDER HISTORY, you may manually locate the cancelled order under History tab if you know its order number. You may also filter the Cancelled Orders by pressing the filter button. Scroll down to the bottom and tick the box "Cancelled" under Status section and click "Apply filters". This will display all cancelled orders only.
If you believe orders are cancelled BUT should not be - then please contact Support.
What if I accidentally cancel an order? For any order that is accidentally canceled by the merchant. There are ways for the order to be recovered based on the provider.
For GrabFood, the order settings are automatically set to receive an order, however, in the event that an order is canceled by GrabFood or a customer, please contact Grab via their Merchant Help Centre. Alternatively, you may also contact them via their Merchant Live Support Hotline at 03-27881300.
For foodpanda, orders can be paid for via Cash on Delivery, just ask the customer to place their order again in order to recreate or replenish the order on your Klikit dashboard.
For Deliveroo, if you have an urgent query for an order that's currently in progress you can contact our Live Order support team on 65 3158 5489.
For Uber eats, you can either ask the customer to place their order again or you contact Uber Eats Support to repopulate the order.
Cancelling an order that came from a delivery app
klikit cannot cancel an order that arrived from an aggregator (GrabFood, GoFood, foodpanda, ShopeeFood and the rest), and this is the single most common request we get.
Once you have accepted the order, it cannot be cancelled on klikit or by klikit Support. Acceptance is the point at which the aggregator allocates a driver, and cancelling after that has consequences on their side — driver compensation, your store's cancellation rate, and the customer's refund. Only the aggregator can unwind it.
What to do instead: contact the aggregator's own merchant support channel — the GrabFood Merchant App, the foodpanda Vendor Portal, the Uber Eats Orders Manager, or GoBiz for GoFood. They own the order and they are the only ones who can cancel it. klikit Support cannot escalate this for you, and raising it with us only adds delay.
Orders placed on a klikit channel (webshop, Add Order, dine-in) are different: those you cancel yourself on the order, as described above.
An order was already delivered or returned — who do I contact?
This is past the point where it can be cancelled on the order. If you are a customer, contact the branch directly and coordinate with them. If you are a merchant, reach out to klikit Support.
Cancelling is done on the order, not in your menu
Cancelling a specific order is an action on that order in the app — follow How do I cancel an order? above. It is not a menu change, and it does not need any account or email verification.
Changing the details of an order is a separate action from cancelling it: order details can be changed or updated while an added order is in Accepted state, using the Update button that becomes available on the dashboard once an order is added and Accepted.
Common questions
hi po, for cancellation po eto — an order po ito na klikit order, thank you
If the order was placed on a klikit channel (webshop, Add Order, dine-in), you can cancel it yourself — "those you cancel yourself on the order, as described above." In the app, go to the Orders tab at the bottom of the screen, find the order, tap the "X" icon, pick the cancellation reason from the drop down and press "Reject". Once done the order is cancelled, and payment reversal is triggered if the order was prepaid. Note that orders can only be cancelled before they are tagged as READY — if the cancellation option is not showing, the order has already been processed. If the order instead came from a delivery app, klikit cannot cancel it: either submit an Order Amendment Request to klikit Support, or cancel through the aggregator's own merchant portal or app.
paano po i-cancel ang double order / duplicate order sa klikit?
Cancel it the same way as any order: locate it in the Orders tab, tap the "X" icon, select the cancellation reason from the drop down and press "Reject" to cancel the order. Cancelling is an action on that order in the app — it is not a menu change, and it does not need any account or email verification.
Sent a screenshot of an order? Tell us what you need
A screenshot of an order on its own does not tell us what you need, and cancellation is only one of several things it could be about. So that we route it correctly the first time, say in one line what you want done with that order. The most common cases and where each is handled:
- You want the order cancelled and it came from a delivery app. klikit cannot cancel an order that arrived from an aggregator (GrabFood, GoFood, foodpanda, ShopeeFood and the rest). Once you have accepted the order, it cannot be cancelled on klikit or by klikit Support — contact the aggregator's own merchant support channel, such as the GrabFood Merchant App, the foodpanda Vendor Portal, the Uber Eats Orders Manager, or GoBiz for GoFood.
- The order was cancelled by GrabFood or the customer and you want it back. For GrabFood, the order settings are automatically set to receive an order, however, in the event that an order is canceled by GrabFood or a customer, please contact Grab via their Merchant Help Centre. Alternatively, you may also contact them via their Merchant Live Support Hotline at 03-27881300.
- You want to change the details of an order. Changing the details of an order is a separate action from cancelling it: order details can be changed or updated while an added order is in Accepted state, using the Update button that becomes available on the dashboard once an order is added and Accepted.
- The order was already delivered or returned. This is past the point where it can be cancelled on the order. If you are a merchant, reach out to klikit Support.
- You only want to know where the order stands. On the dashboard, PLACED means the customer has submitted an order which is now awaiting your acceptance, ACCEPTED means you have accepted the order and it is currently being prepared, READY means the preparation is complete and the order is now ready for pickup by a 3PL delivery partner or for delivery, DELIVERED means the order has been successfully delivered to the customer, CANCELLED means the order has been canceled by the customer, courier, or restaurant, and VOID means the order has been cancelled by crew store before "Ready" state due to changes on the customer side.
- The order or an item on it looks wrong on GrabFood but fine in klikit. Items that appear out of stock on GrabFood but are in stock in klikit are affected by Grab's safety net, which includes specific rules and item modifiers — see "Why are my items out of stock on GrabFood but in-stock on klikit?".
If the order was placed on a klikit channel (webshop, Add Order, dine-in), you cancel it yourself on the order, as described above.