Unassign orders with long wait times without affecting your acceptance rate

Order unassignment

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 Customer Service team to unassign the order without impacting your acceptance rate. 

Important reminders

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.

Video for order unassignment with long wait time

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. Take a screenshot of the ‘Food Ready Estimate’  

3. Send the screenshot and the order number to the Customer Service team using Live Chat

4. The Support agent will verify the screenshot 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 take a screenshot and forward to Customer Service with the order number(s) you would like to unassign. The rest of the steps are the same as above.

 

FAQs

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 CS to help unassign the order. Please ensure to inform CS 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 CS to help unassign the order. Your acceptance rate will not be affected.



Please contact CS, and follow the process as listed above.