What is a cancelled order?
We refer to an order as cancelled when it cannot be delivered to the final customer due to product availability or because the Shopper wasn’t able to go to the branch where the order was scheduled.
Why do cancelled orders happen?
There are two main reasons why orders may be cancelled:
The branch was closed:
This happens when an order is requested and the Shopper finds the branch to be closed, meaning that its opening hours aren’t up to date on the TrakiTrak's app.
When this happens, the Shopper will issue an internal report with a photo of the closed branch. Once we’ve reviewed the report, and depending on the reported case, we will close that branch’s schedule for the day and contact you via email.
It’s important that you update your store’s opening hours at least once a week. For more information, you can read this article.
We couldn't find one or more products at your branch:
This happens when a product is ordered, but the Shopper finds it to be out of stock at the branch, meaning that your stock isn’t up to date on the TrakiTrak's app. You can make sure your stock is always up to date and listed accurately by clicking here.
How can I review my store's cancelled orders?
Details of cancelled orders can be found directly in the Home page
a. Click on Orders.
b. You can find them by selecting the Orders tab and filtering by ‘Cancelled’:
Does having cancelled orders affect my store?
Cancelling an order means that your customer won’t receive the product they ordered; this will negatively impact their experience both at your store and using the TrakiTrak and likely affect your sales.
Additionally, our terms and conditions state that affiliated stores must comply with orders that are generated through the TrakiTrak. We review orders taken from Monday to Sunday on a weekly basis.
We want to help you prevent cancellations from happening at your store, so please don’t hesitate to contact us if you have questions. If we detect frequent cancellations at your store, we may inactivate it on the app until you contact us to resolve any issues and prevent new cancellations from occurring.