Issues and Cancelation

Do I get paid for cancelled orders?

Admin
Admin

You can check it out in the order details. The different cases and pay out policy are explained below.

Here’s how to determine whether or not you’ve been paid out for a cancellation:

  1. In your Merchant’s Portal, click on your Orders tab to view all your orders. 
  2. Review the Order Status column for a brief description if the order was delivered or cancelled. 
  3. Click on Order ID to open a pop-up with order and cancellation details.

Within the cancellation details window, you’ll find information on: 

  • If you were paid, or not paid, for a cancelled order
  • A high-level explanation of why you were or were not paid for the order

Below are the outlined types of cancelled orders and Lovvett’s payout policy: 

 

Merchant Paid

Merchants are paid for cancelled orders when all of the following conditions are met:

  • Cancellation occurs after merchant has successfully confirmed the order
  • Order has been prepared 
  • Merchant did not initiate or is at fault for the cancellation

Merchant Not Paid

The below reasons found in the Merchant Portal explain why a cancelled order was not paid

Reason

Explanation

Did not confirm

You did not confirm the order before the order was cancelled.

Staff Requested - Could Not Fulfill

You were unable to fulfill the order.

Staff Requested to Cancel

The merchant requested to cancel.

Staff Requested - Too Busy

You were unable to fulfill the order.

Order Not Prepared

(after confirmation)

We determined that the order had not yet been prepared. If you prepared the order, you can dispute by contacting Support directly from the Merchant Portal.

Store Closed

The restaurant was reported closed.

Item Out of Stock

An item ordered was unavailable.

Unable to Place Order

The order was not able to be placed.

Merchant Unresponsive

The merchant was unresponsive.

Entire Order Not Placed by Staff

The entire order was not placed by staff.

Extreme driver 

Wait Time

The order was taking too long & the driver waited in excess of 15 minutes.

Wrong Order Handed to Driver

The wrong order was handed to the driver. The customer did not receive their correct order.

Duplicate Order

The order was reported as a duplicate order.

Long Fulfillment Time

The order was taking too long to fulfill. Please ensure your prep times are accurately set.

 

If these cancellations occurs, a cancellation fee may be applied. Lovvett waives all its  fees, and this cancellation will be equal to the minimum amount required to cover the expenses incurred by dispatching a driver to deliver the order. It may vary depending on where the driver is by the time the order has been canceled. This helps us get drivers to your venue in future occasions.
 

In order to prevent Avoidable Cancellations, please:

  • Ensure Correct Hours 
  • Ensure Menu is Up-to-date 
  • Set accurate Prep Times both in Settings and when accepting the order 
  • Confirm Orders ASAP

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