Unassign orders with long wait times without affecting your acceptance rate
We know waiting a long time at a restaurant can be frustrating. We’ve now changed the system so that if you’re waiting for 15 minutes or more after an order’s ‘Food Ready Estimate’ , you can contact the Live Support team to unassign the order without impacting your acceptance rate.
You should always get in touch with Customer Service through the Live Chat to unassign an order with a long wait time.
DO NOT tap ‘Reject order’.
This would affect your acceptance rate.
If you do, we will not be able to adjust your acceptance rate afterwards.
How to unassign orders with long wait times:
1. Check at least 15 minutes have passed since the ‘Food Ready Estimate’ shown in the app (pictured below)
You can see it by tapping the「?」 in the top right corner of the screen when you arrive at the restaurant
2. Message the order number to the Customer Service team using Live Chat
3. The Live Support agent will verify your request and unassign you from the order - your acceptance rate will not be affected
Stacked Orders Unassignment
You can also choose to unassign one or both orders in a stack because of a long wait time if one of the orders takes 15 minutes or longer than its ‘Food Ready Estimate’ shown in the app.
To do this, please contact the our Live Support team with the order number(s) you would like to unassign. The rest of the steps are the same as above.
Yes, you can unassign an order and your acceptance rate will not be impacted only if 15 minutes have passed the “Food Ready Estimate” time.
If your stacked order consists of an order with a “Food Ready Estimate” time over 15 minutes, you can reach out to our Live Support to help unassign the order. Please ensure to inform Live Support of the order number you wish to unassign. Your acceptance rate will not be affected.
Yes, the process is the same as a normal stacked order. If your in-flight stacked order consists of an order with a “Food Ready Estimate” time over 15 minutes, you can reach out to our Live Support to help unassign the order. Your acceptance rate will not be affected.
Please contact Live Support, and follow the process as listed above.