How to Avoid Order Cancellations on EatLaza | Business Partner Guide

In this blog, we will learn how to reduce or eliminate order cancellations on EatLaza and how to maintain customer trust.

Generally, cancellations on EatLaza are quite rare because the cancellation rules here are strict. Business partners cannot cancel orders easily. If a partner forcefully cancels an order, their account may be put on hold or temporarily suspended.

The main purpose of this is:

To ensure customers receive reliable service and to maintain their trust in the business partners.

Why are Cancellation Rules Strict on EatLaza?

Imagine this:

A customer orders a pizza from you and tells their friend: "The pizza is on the way, wait a bit and then we'll eat."

But if the business partner cancels the order after that, regardless of the reason:

• Item is out of stock
• Forgot you kept the business open
• Staff was not available

The customer placed the order with trust. If the order gets cancelled:

• The customer's trust is broken
• They hesitate to order again
• Sometimes they stop ordering permanently

This is why the concept of "Guaranteed Delivery" is kept on EatLaza, so customers can order confidently.

Types of Cancellations on EatLaza

Cancellations are mainly of two types:

• Customer-side cancellation
• Business-side cancellation

Let's understand them in detail.

1. Customer Does Not Pick Up the Order

This situation is very rare.

Sometimes a customer:

• Orders just to test the app
• Orders as a joke
• Places a COD (Cash on Delivery) order as a first-time user

If such cases are happening frequently in your area:

Solution

• If it's a new customer with a COD order, you can call them first for confirmation.
• If you have doubts, prepare the order only after confirmation.
• You can also disable the COD option if you want.

But keep in mind:

Removing COD can significantly reduce your total orders. Therefore, make this decision based on your area's situation.

Note: You can block a user if needed. After blocking, that user will not be able to place orders from your business again. If EatLaza’s system detects the user as spam, the account may be blocked from the entire platform.

2. Customer Cancels Due to Order Delay

Example:

• Delivery time is set to 30 minutes, or
• Scheduled delivery is at 06:00 PM
• The customer is tracking the order in the app

If the delivery time is crossed and the order hasn't arrived yet, the customer gets a cancel button.

In this case:

• The order might get cancelled
• Your reputation and ranking may drop

Solution

• Set a realistic delivery time (a timeframe you can confidently deliver within)
• If there is a delay, inform the customer

Example:

"Sorry, your order is slightly delayed due to traffic. Please don't cancel, it will reach you soon."

This can save the order from being cancelled, though your ranking might still drop slightly.

3. Lack of Timely Order Updates

The customer should feel that the order is in progress.

Therefore:

• Accept the order as soon as it arrives
• Sometimes due to being busy, the second notification/call might be delayed
• So, accept the order on the first notification itself

As soon as the order is dispatched for delivery:

• Mark it as Out for Delivery

This gives the customer confidence that the order is on its way.

4. Out of Stock Cancellation Problem

It happens many times that:

• An item gets exhausted
• But you forgot to mark it as out of stock
• And you receive an order for that same item

Then you cancel it giving the reason as 'out of stock'.

In this situation:

• The bot may put your account on hold
• Or it might get temporarily suspended

Because there is a Guaranteed Delivery promise on EatLaza.

Solution:

• As soon as an item is finished, immediately mark it as out of stock
• When the item is ready again, mark it as available
• You can also schedule its availability if you want

Alternative Solutions

If an item goes out of stock:

Option 1

Offer an alternative item to the customer.

But do not force them.

 Because the customer might think:

"The business is not stable."

Option 2

If possible, you can arrange the item from a nearby business and deliver it.

But keep in mind:

• The quality should be the same
• Otherwise, your reputation may be ruined

5. Wrong Address / Spam Orders

Sometimes a customer:

• Forgets to change their location
• Enters the wrong address

If this happens, you can tell the customer:

"We will need to cancel this order and then place it again with the correct address."

So that the correct location is shown.

Spam Orders

In spam orders, there might be:

• A wrong phone number
• A fake address

In this situation, you can cancel it directly and select the correct reason.

In this case:

• Your account will not be put on hold
• It will not be suspended either

But if your reason is not valid, the customer can complain, and the EatLaza team also confirms with the customer to verify if the reason is genuine or not.

If any business partner cancels an order giving a false reason, their account can be suspended.

Note: If an order is spam or placed intentionally to cause trouble, you can block the user and also report the issue. In such cases, the user may be permanently removed from the EatLaza platform.

6. Not Being Available During Business Hours

Example:

• The business is open on Monday
• The manual toggle is also active
• But you are not available at the shop

If an order arrives in this situation:

• You do not have a valid reason to cancel
• Not picking up the order can cause problems

Such as:

• Account hold
• Temporary account suspension
• Drop in ranking
• Late delivery penalty

Solution:

• If you are not available at a certain time, set limits on your business hours
• Or turn off the manual toggle

If a problem still occurs:

• You can convince the customer to wait a little longer
• Or have the customer cancel it themselves

But keep in mind:

This might save your account from being put on hold, but your trust and ranking may still drop.

Conclusion

EatLaza promises the customer Guaranteed Delivery and the Same Price.

Therefore, every business partner must:

• Provide responsible service
• Handle orders seriously
• And maintain customer trust

When joining EatLaza, the platform guides and explains every step so that business partners can properly understand the system.

That is why the only businesses that succeed on EatLaza are those that:

• Are serious
• Understand customer service
• Provide reliable delivery