In some cases when customers order for delivery or pick-up, the customer may contact you and request to change the time they wish to receive the order. It is your choice whether to entertain the customer's request or not, but, if you will change the time/date of the order, kindly follow these steps:
FOR ASAP ORDERS:
Communicate the requested time change to Booky Merchant Support as soon as possible. Please indicate the ff:
- Branch name
- Guest name
- New order time
NOTE: If the order will be delivered via third party logistics or 3PL (Grab, Lalamove, Borzo), request Booky Merchant Support to cancel the booked rider as well
FOR ADVANCED ORDERS:
- Inform the customer that you will reject the order
- Ask the customer to order again
NOTE: Rejected orders will automatically trigger a refund for what the customer paid. You may advise customer that the refund will be issued immediately, but may take up until 14 banking days (depending on their issuing bank).