Customer wants to cancel order

In case you need to cancel an order, follow these steps:

1. Confirm with customer about his/her request to cancel the order
2. Press Decline Order on the Merchant App and select a reason for declining the order
   
3. If a 3PL rider was booked prior to cancellation, advise Booky Merchant Support to cancel the rider.
4. If customer wants to speed up the refund process, redirect them to their payment provider such as GCash, Paymaya, or the bank provider of their debit/credit card

NOTE: If the customer asks about their refund, kindly refer to this guide:

• Payment via GCash/PayMaya - Instantly or 24-48 hours
• Debit/Credit Card - 2-14 business days depending on the issuing bank